Start with what eero itself shows. A solid red LED means the eero is offline, and eero's offline article says a red LED usually points to a WAN problem: the connection between the gateway eero and your internet provider. Open the eero app, tap Home and read the status at the top; if the network is down it says Offline in red with Troubleshoot your connection, and the app checks in order that your phone is connected, then the WAN:
The checks in more detail
an Ethernet link, compatible ISP settings, a WAN IP address, a default router IP and working DNS. The step that fails tells you what to do. If the WAN is not detected, unplug every Ethernet cable from the modem except the one to the gateway eero, then unplug the modem or fiber ONT power for at least 3 minutes, check the cable is snug in the modem's LAN or Ethernet port,
plug it in and wait, because regaining service can take 5 to 10 minutes, then restart the gateway and wait for solid white. If it still fails, try a different Ethernet cable. If the failure is at the ISP settings step, check whether your provider requires VLAN tagging, a static IP or PPPoE and enter it in Settings, ISP Settings exactly as documented. If it looks like a provider outage, use Hotspot Backup with a phone hotspot until service returns.
One more check from eero's article: if you use third-party networking equipment between the modem and the gateway eero, make sure its DNS and DHCP settings let all traffic pass to the gateway, otherwise the default router IP check fails even though the modem is fine. When the phone is not on the eero network, connect it to the eero's wifi first, because the app can show troubleshooting details even while the network is offline.
Differential
Likely causes of “eero mesh wifi has Wi-Fi but no internet”, and how to tell them apart
- 1
An ISP outage
What separates it Every eero shows a solid red light because the provider's service is down
How to confirm Check the provider's outage page and use Hotspot Backup
- 2
A modem that needs a power cycle
What separates it The eero cannot detect a WAN connection because the modem has stopped responding and needs a restart
How to confirm Unplug it for 3 minutes, wait 5 to 10 minutes, restart the gateway
- 3
A bad or loose Ethernet cable
What separates it The eero shows no WAN connection because the Ethernet cable is loose or has gone bad
How to confirm Reseat the Ethernet cable at both ends, or swap it for a different cable, and check the light again
- 4
ISP settings the provider requires
What separates it The setup fails at the ISP settings check because the provider requires settings the eero does not have
How to confirm Enter VLAN, static IP or PPPoE in ISP Settings
- 5
Third-party equipment blocking DNS or DHCP
What separates it The default router or DNS check fails because other equipment on the network blocks that traffic
How to confirm Allow DNS and DHCP traffic to the gateway eero
Before you touch a setting
Record this first — changing settings destroys the evidence
- The LED color on the gateway eero
- What the app says under Troubleshoot your connection and which check failed
- Which modem or ONT you have and whether it is a combo unit
- Whether the issue started after an outage or a change
Try in this order
0 of 7 completedRead the LED and the app
ReversibleRead the light and the app, since a solid red light and Offline in the app both point to the WAN.
Reduce the cables
ReversibleReduce the cables by unplugging every Ethernet cable from the modem except the one to the gateway eero.
Power cycle the modem
ReversibleUnplug it for at least 3 minutes, then wait 5 to 10 minutes for service.
Restart the gateway
ReversibleRestart the gateway eero, and wait for its light to turn solid white before you test the internet.
Swap the cable
ReversibleSwap the cable by trying a different Ethernet cable between the modem and the gateway eero.
Check ISP settings
ReversibleCheck the ISP settings, and enter VLAN, static IP or PPPoE if your provider requires any of them.
Use Hotspot Backup
ReversibleUse Hotspot Backup to bridge an outage with a phone hotspot, so that you stay online while it lasts.
Model-specific
What is true of this model and not of its siblings
- LED
- A solid red LED means offline on every eero model, and a solid white LED means online.
- Beacon
- The Beacon has no Ethernet ports, so it cannot be the gateway and depends on another eero.
- Other models this page answers
- These steps also fit models eero Pro 6E, eero Pro 6, eero 6+, eero 6, eero Pro (2nd generation), eero Beacon, eero Outdoor 7.
Stop boundary
When this stops being a self-service repair
- !If the WAN still fails on a different cable and after a modem power cycle, call the provider to confirm the line and any required ISP settings
- !If the modem works when connected straight to a computer but not to the eero, contact eero support
- !If an eero will not power on, replace it under the warranty
Evidence ledger
Sources behind this answer
The WAN checks, modem power cycle and ISP settings.
Every LED color and pattern.
Reboot, soft reset and hard reset.
Setup and the ISP connection.
The company and its products.
Exact questions
Common questions
What does a solid red LED mean?+
The eero is offline, usually a WAN problem.
How long should I unplug the modem?+
At least 3 minutes, per eero.
How long can the modem take to return?+
The modem can take five to ten minutes to come back and get a signal from the provider.
What does flashing red mean?+
Flashing red means that the eero is resetting, so wait for it to finish before doing more.
What is Hotspot Backup?+
A mobile hotspot or other wifi network used while the main connection is down.
Do I need to phone the provider?+
If there is an outage or they require special settings.
What ISP settings might I need?+
VLAN tagging, a static IP or PPPoE.
Why is my phone connected but the internet is not?+
The WAN, the link from the gateway to the modem, is failing.
Can I test without the eero?+
Connect a computer straight to the modem to see whether the line works.
How long should I leave an eero powered on before resetting it?+
Let it stay powered on with an internet connection for at least ninety seconds before you reset it, as eero advises.
How do I restart the whole eero network?+
In the eero app open Settings, then Advanced networking, tap the more options icon and choose Restart Network.
How long does an eeroOS update take?+
An update can take from fifteen to twenty minutes, and the eero reboots for about ninety seconds at the end of it.
Where is the reset button on the eero Max 7?+
It is on the back of the Max 7, a small oval button that you press with a paper clip to reset it.
What does a solid white light mean on an eero?+
A solid white light means the eero is online and working, so no action is needed when you see it.