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WiFi Perfected Help

Welcome to Eastlink Internet - WiFi Perfected support. Here you’ll find information to help you get the most out of your WiFi Perfected service.

WiFi Perfected is a subscription service designed to provide seamless WiFi coverage throughout any home.

 
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  • Step 1: Power cycle your WiFi Perfected eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.

    The LED will turn solid white, then be flashing white while booting up. It takes about a minute to start up and begin broadcasting. When the LED is solid white again, the power cycle is complete.
  • Step 2: Restart your modem. Unplug the power cable from your modem, wait for 30 seconds, then plug it back in. Depending on the model of your modem, it can take a few minutes to restart.
  • Step 3: Check your Internet connection. You can make sure that you have an Internet connection by plugging your computer directly into the modem. If your Internet connection is up and running, you will be able to access the Internet when connected to the modem via Ethernet.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Step 1: Make sure your eero is connected to your modem via the Ethernet cord provided in the box. It should clip snuggly into your eero and one of the Ethernet ports on your modem. (Note: Be sure to plug the ethernet cord into the correct port on your modem. On a standard modem, it will plug into the "WAN" or "Internet" port.
  • Step 2: Try power cycling your modem. If there’s an on/off switch, switch it off and wait for 30 seconds before switching it back on. If there is no on/off switch, unplug the modem and wait for 30 seconds before plugging it back in. Once the lights stabilize on your modem’s display, you’ve successfully powered it back on.
  • Step 3: Power cycle your WiFi Perfected eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.

    The LED will turn solid white, then be flashing white while booting up. It takes about a minute to start up and begin broadcasting. When the LED is solid white again, the power cycle is complete.

    If problems still remain please contact technical support @ 1-833-512-4828
  • If you ever experience an issue with your WiFi Perfected network, we encourage you to run a network health check through the application. We know how frustrating networking issues can be, so we designed our health check feature to help you quickly pinpoint any problems.
  • How do I run a health check?
  • After opening the application, open the menu and tap on Help. You will find four different options at the top of the page. Select the problem statement that best represents the issue you’re experiencing:
    • My internet connection drops
    • My internet is slow
    • My internet is offline
    • My beacon’s light is red
  • After selecting an option, the WiFi Perfected powered by eero app will run a health check on your network to identify what’s going on. Once you follow the prompts, you will be presented with the results and suggested next steps.

    If problems still remain please contact technical support @ 1-833-512-4828
  • As with all routers, resetting your eero(s) can be a useful troubleshooting step. We generally recommend deploying simpler steps—such as power cycling your eero(s) by unplugging the power cable, waiting 30 seconds, and plugging it back in—before attempting a reset.
  • Reset eeros through the app
    To reboot your WiFi Perfected eeros through the app, tap the beacon you'd like to reboot from app Home screen and scroll to Restart on the Restart screen, tap the blue Restart button to begin the reboot. Doing so will immediately start the restart process, thus taking your eero offline momentarily as it powers back on. 
  • Reset eeros with the reset button
    The eero reset buttons can be physically found either on the side or the back of the device. Before resetting your eero, make sure it has been powered on for at least 45 seconds.

    The reset will clear all network configurations from the eero, but preserve its sessions. This keeps the eero on your network and saves its logs and advanced settings such as IP reservations and port forwarding configurations.

    To reset your eero, hold the reset button until its LED flashes yellow (7 seconds), then release it.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Like other electronic devices, WiFi Perfected eeros are expected to get warm when they’re turned on and operating. Touching your running eeros may feel comparable to touching the bottom of a laptop that’s been sitting on your lap and in use for an extended period of time.
  • To ensure your eero is operating at an optimal temperature, please follow these steps:
    • Place your eeros out in the open. Avoid placing eeros inside of containers or in small, enclosed spaces.
    • Don’t cover your eeros with other objects. Avoid placing anything on top of your eeros or burying them beneath cloth or other material.
    • Avoid placing your eeros near excessive heat or direct sunlight. Whenever possible, avoid placing your eeros in locations where they’ll be in direct sunlight for the majority of the day. Please also avoid placing your eeros near heat sources such as fireplaces and space heaters.
    • Avoid placing your eeros on soft surfaces. Your eeros work best on a stable surface, so avoid putting them on chairs, cushions, and any other surface that doesn't allow your eeros to have space beneath them to breathe.
    • Use the power adapter that came with your WiFi Perfected erros. Avoid using third party adapters which may not have been tested for compatibility.
  • If you’re unsure if the temperatures you’re experiencing are normal and you have multiple eeros in your home, you can always compare the temperature of your eeros to one another. While there may be a slight difference in operating temperature between eeros, significant differences are not common.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Connecting your printer via Ethernet
    You can connect a printer to your WiFi Perfected network wirelessly or via Ethernet. To connect your printer via Ethernet, simply attach an Ethernet cable from your printer directly to the port of any Ethernet capable eero in your network.
  • Connecting your printer wirelessly
    You can also connect your printer wirelessly. In order to do so, your printer must support WPA2 AES-based CCMP encryption. WiFi Perfected powered by eero does not support WiFi Protected Setup (WPS), as it has well-documented security issues. We also do not support older encryption standards like WEP, WPA, or WPA2 TKIP.

    First, check that your printer supports WPA2 AES-based CCMP encryption. Some older printers don't support this, and may require a driver update. For most printers, you can find a driver update by searching for the make and model of the printer and downloading the suggested software update.

    Next, try unlinking your printer from any old network settings it may have, and reconfiguring it for your new WiFi Perfected powered by eero network. Some printers remember stale network settings, like your old router's MAC address, and therefore don't transition seamlessly to your network.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Step 1: Plug it in. Make sure your eero(s) and modem are all plugged into a power source. The lights on your modem and your eero LEDs should be on.
  • Step 2: Check the Ethernet connection. Check to see that your gateway WiFi Perfected powered by eero and modem are both connected via Ethernet and that the Ethernet is properly plugged into both devices. It should make a clicking sound when inserted.
  • Step 3: Power cycle your WiFi Perfected eeros and modem. If everything’s powered and connected to Ethernet, you can try power cycling your eeros. Unplug it, wait 30 seconds and replug it into power. Then wait until it fully boots back up – this should take about 2 minutes. Next, try power cycling your modem. Unplug the modem and wait for 30 seconds before plugging it back in. Wait until the lights on your modem and the LEDs on your eeros are done blinking before trying to get back online.

    If problems still remain please contact technical support @ 1-833-512-4828
  • If you’re having trouble with your app, we recommend trying the following:
    • Make sure your mobile device is connected to the Internet. Check to see whether your cellular data is enabled and working, or connect to a hotspot or WiFi network, if available.
    • Close your eero app and reopen it.
    • Next try logging out of your eero account and logging back in.
    • Try uninstalling the eero app and reinstalling it. This will ensure you have the most up-to-date version of the app available.
    • Try turning your phone off and turning it back on.
  • If problems still remain please contact technical support @ 1-833-512-4828
  • Through regular software updates, WiFi Perfected networks powered by eero are provided with the latest fixes and enhancements that keep your home's WiFi running smoothly. If you'd like to check the version of eero OS on each of your beacons, you can do so by opening the app and tapping any eero at the bottom of your My Network screen. The current version of the eero OS will be displayed under the eero OS version section. If an update is available, it'll say that one is available underneath the current version.
  • Your network will automatically update as soon as it is available for your network, or you can manually start the update by going back (top left corner of the app), tapping the menu button, and tapping Network Settings. From there, you will see Update available under the Network software section of the screen. To start the update, tap Update available and follow the steps to being the update.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Step 1: Check your devices. The first thing you’ll want to do is figure out whether you’re experiencing slow behavior on multiple devices. If it’s only on one device, simply turn your device’s WiFi off and on again. If that doesn’t work, try rebooting the device.

    If you’re having an issue across multiple devices, or the above steps don’t help, read on!
  • Step 2: Check your speed. If you’re on a computer, try running a speed test from Speedtest.net. Or if you’re on a mobile phone, run the Ookla speedtest.net app. Make sure you take the speed test from several different locations around your home. As a point of comparison, you’ll also want to try the speed test next to your gateway WiFi Perfected powered by eero. To ensure you’re connected to the nearest eero when running a speed test, turn WiFi off and then on again before each test at a new location.

    If you are seeing test results that are lower than they typical would be, please continue on to the steps below.
  • Step 3: Power cycle your WiFi Perfected eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.

    The LED will turn solid white, then be flashing white while booting up. It takes about a minute to start up and begin broadcasting. You’ll know when the cycle completes because the LED will go solid white again.
  • Step 4: Restart your modem. Restarting your modem can sometimes fix connectivity issues and improve performance. Unplug the power cable from your modem, wait 30 seconds, then plug it back in. Depending on the model of your modem, it can take a few minutes to restart.
  • Step 5: If you have a router connected between your modem and eero then try disconnecting the router in between and connecting your eero directly to the modem.

    If problems still remain please contact technical support @ 1-833-512-4828
  • Your eero account is connected to your phone number and email, so if you purchase a new phone, simply install the eero app to your new device and log into your account. Since signing into the eero app requires a verification code, you will have the option to receive it at your phone number or email.

    If problems still remain please contact technical support @ 1-833-512-4828
  • While most customers never need to reboot their eeros, power cycling your electronics is a common troubleshooting step. Also, for your convenience, being able to reboot your eeros from the app means you won't need to unplug each individual device.

    Some common reasons to reboot your eeros:
    • Sense slow speeds on your network
    • Having an issue with one of your connected devices
    • Connected device connected to the wrong eero

  • To reboot your eero:
    • Open the WiFi Perfected powered by eero app
    • Tap the eero you'd like to reboot from the eero app Home screen and scroll to Restart.
    • On the Restart screen, tap the blue Restart button to begin the reboot.
    • Doing so will immediately start the restart process, thus taking your WiFi Perfected offline momentarily as it powers back on.

  • If you'd like to reboot your entire WiFi network:
    • Open the WiFi Perfected powered by eero app
    • Tap the menu button
    • Tap Network Settings
    • Scroll down to Advanced settings
    • Tap Restart network
    • Tap the blue Restart Network button
    • Doing so will restart your entire WiFi Perfected network, which will momentarily take your network offline.

If problems still remain please contact technical support @ 1-833-512-4828

  • Step 1: Check your devices. The first thing you’ll want to do is figure out whether you’re experiencing slow behavior on multiple devices. If it’s only on one device, simply turn your device’s WiFi off and on again. If that doesn’t work, try rebooting the device.

    If you’re having an issue across multiple devices, or the above steps don’t help, read on!
  • Step 2: Check your speed. If you’re on a computer, try running a speed test from http://speedtest-east.eastlink.ca/. Or if you’re on a mobile phone, run the Ookla speedtest.net app. Make sure you take the speed test from the location where you’re experiencing slow WiFi. As a point of comparison, you’ll also want to run a speed test next to your gateway. To ensure you’re connected to the nearest beacon when running a speed test, turn WiFi off and then on again before each test in a new location.

    Note: Please be sure to run these speed tests from the sources listed above and not from the eero app dashboard. The speed test in the eero app is a WAN test. This means it checks the rate at which data is downloaded to and uploaded from your gateway WiFi Perfected and your ISP and will be consistent regardless of where you run it in your home.
  • Step 3: Power cycle your WiFi Perfected eero(s). Try a power cycle on your eero(s) by unplugging the power cable from the back of your eero or disconnecting from the power outlet, wait for 30 seconds, and then plug it back in. This will reset the device which will sometimes fix connectivity issues.

    The LED will turn solid white, then flashing white while booting up. It takes about a minute to start up and begin broadcasting. You’ll know when the cycle’s done because the LED will go solid white again.
  • Step 4: Move your WiFi Perfected eero. Check to make sure the eero that’s causing you problems isn’t too far from your other eero devices, or that there aren’t too many dense walls in between. Ideally, you want your eeros to be out in the open, with minimal to no interference between them.

    If problems still remain please contact technical support @ 1-833-512-4828
  • WiFi Perfected eeros uses a single SSID that allows devices to live on both the 2.4 and 5 GHz radio frequency. This ensures your devices are able to move along eero's mesh efficiently, delivering the highest results to the devices throughout your entire home.
  • Some devices require the use of the 2.4 GHz frequency. These devices are still usable with WiFi Perfected eeros.

    If problems still remain please contact technical support @ 1-833-512-4828
  • If your Xbox is giving you an error code that says "Strict" or "Moderate", we recommend making sure that you have toggled UPnP to On (the toggle will be green). To do so, take the following steps:
    • Open the WiFi Perfected app
    • Tap the menu button in the top left corner
    • Tap Network Settings
    • Tap Advanced Settings
    • Tap UPnP and toggle it to On
  • If you continue to see the error message, you should open the following ports in your WiFi Perfected app to solve the issue:
    Protocol Port(s) To Open
    UDP 88, 500, 3544, 4500
    TCP 80
    UDP & TCP 3074, 53
  • You can accomplish this from the mobile app by doing the following:
    • Tap the menu button in the top left corner of your dashboard
    • Tap Network Settings
    • Tap Advanced settings
    • Tap Reservations and Port Forwarding
    • Tap Add a reservation 
    • Tap on your Xbox from the device list
    • Tap Open a port and follow the prompts for each of the ports you wish to forward

If problems still remain please contact technical support @ 1-833-512-4828

  • If your network’s SSID is the same as your old network and your Windows device isn’t connecting, you will need to manually "Forget the network" on your Windows device in order to supply new credentials and reconnect.

    The way you forget a network depends on the version of Windows you’re running:
  • Windows 7
    • Start Network and Sharing Center
    • In the Tasks pane, click Manage wireless networks
    • Right-click the connection you want to delete, and then click Remove network
    • In the Manage Wireless Networks - Warning dialog box, click OK
  • Windows 8
    • Open the charm bar.
    • Mouse: Move your mouse to the very top-right of the screen
    • Touchscreen: Swiping in from the right-hand side of the screen
    • Keyboard: Hold down the Windows Key + C at the same time
    • Select Settings
    • Select Available or Network
    • Right click on the network you want to remove. Select Forget this network
  • Windows 10
    • Press Windows Key + I to open the Settings app
    • Select Network & Internet
    • Next click on Wi-Fi in the left panel
    • There you will see a link Manage Wi-Fi Settings. Click on it
    • In the window which opens, you will see two settings – Wi-Fi Sense and Manage known networks
    • Under Manage known networks, select the network, and you will see two options – Share and Forget
    • Click on Forget. This will delete the Wireless Network’s profile and connection details

If problems still remain please contact technical support @ 1-833-512-4828

  • A red LED on all of your eeros indicates that your devices don’t have an Internet connection or that your Internet service is down. Check that your eero is still connected correctly to your modem and that your Internet service is working.
  • If the LED is red on just one of your eeros, it may be placed too far away from the nearest connected beacon.

    If problems still remain please contact technical support @ 1-833-512-4828
  • The colors in the app and the LEDs were actually designed to indicate different states.
  • If your app shows your eero outlined in green and the LED is white, your network is connected and working properly. The white LED means the eero is up and running, while the app shows the eero as green to confirm they’re good to go.
  • If the eero(s) in the app are outlined in yellow, but the LED is white, it means your beacon is configuring, or in the process of setting up. Sit tight!
  • If your app shows eeros in green, but the LEDs are flashing white, it means your WiFi Perfected eero is booting up. Just sit tight for a few minutes and the LED should turn solid white.
  • Finally, if the eeros on the app are green, but the LED is red, the red eero device is offline and not meshing properly. Your app should update to match the red LED state you see on the eero device.  It may take a moment for the app to receive this update from the cloud.

    If problems still remain please contact technical support @ 1-833-512-4828