Everything you need to know about setting up your eero mesh network

You’re just a few steps away from setting up Rogers Wall-to-Wall Wi-Fi, powered by eero—world-class Wi-Fi for your connected home.

New to whole home W-Fi? Visit the Wall-to-Wall Wi-Fi page to learn how our whole home Wi-Fi solution works to blanket every room in your home in fast, reliable Wi-Fi.

!! Who this article is and isn’t for:

To ensure optimal set up of your Wall-to-Wall Wi-Fi system, whenever it’s ordered, a Rogers technician is always dispatched to install and set it up.

This article is not for initial eero Wall-to-Wall Wi-Fi set up.

If this article isn’t for new Wall-to-Wall Wi-Fi customers, who is it for?

Rogers Internet and/or Ignite TVTM customers with Wall-to-Wall Wi-Fi installed in their residence who have or are thinking about resetting their eeros due to connectivity issues with their Wall-to-Wall Wi-Fi hub and beacon(s).

Table of Contents

How can I tell if the connectivity problems I’m having are caused by eero or my Rogers modem? (Moderate Difficulty)

Before you begin…

Did you know? The colour of the LED light status light on your eero can tell you a lot…

If everything is running correctly and eero Wall-to-Wall WiFi is connected to the Internet, your eero’s light will be solid white  .

But a red LED support-eero-mesh-red circle indicates that your eero doesn’t have an Internet connection or that your Internet service is down.

Learn more about what the colours of the LED light on your eero mean.

The eero app will also tell you when your Wall-to-Wall WiFi system is connected to the Internet.

  • If connected, the eero app home screen will report, “Everything looks good.”
  • If disconnected, the home screen will report, “Internet Connection Issue.”

If you see the red LED support-eero-mesh-red circle on your hub and beacon(s) and the “Internet Connection Issue” message on the eero app’s home screen, jump ahead to Step 3 or 4 below.

Ensure that WiFi is switched enabled on all of your devices and that they are each connected to your Wall-to-Wall WiFi network.

 

Follow the steps below to diagnose your network connectivity problem:

Step 1 – Reconnect to WiFi and restart your device

If you’re having connectivity problems with a device (i.e. mobile phone or computer), try disconnecting and reconnecting to WiFi.

If that fails to fix the problem, try restarting your device, which will reset its WiFi connection. There’s a very good chance that that’s all you’ll need to do to fix your connectivity issue. If it works, you’re done; no need to read further.

Step 2 – Check the WiFi connection on your other devices

If you’ve tried restarting your device and that didn’t fix your connectivity problem, try the WiFi connection on another device (e.g. your laptop, tablet or a different smartphone).

  • If you’re only having trouble accessing the Internet on one device, then there’s probably nothing wrong with your Internet connection or eero network. Contact your device’s manufacturer for assistance.
  • If you’re having the same network connectivity issue with multiple devices, keep on reading.

Step 3 – Check if there’s an Internet service outage in your area

Go to @RogersHelps on Twitter (twitter.com/RogersHelps) to see if there’s been a service outage reported for your area.

If the Internet is down in your area, then you’ve likely identified the source of your connectivity problems.

Most outages are resolved within a few hours, but sometimes it can take longer to restore Internet service.

Tip: If you don’t have an alternative method to connect to the Internet (i.e. through your phone’s wireless plan), contact us at 1 888 Rogers1 (764-3771) to check if there’s been an Internet outage in your area. 

If there hasn’t been outage in your area but your Internet isn’t working, keep reading.

Step 4 – Restart your modem and Wall-to-Wall WiFi hub

If you found no indication of an outage affecting your area but still can’t connect to the Internet from multiple devices on your eero network, try restarting your modem and hub.

  • Unplug the power cable on your Rogers modem and do the same for your Wall-to-Wall WiFi hub.support-eero-mesh-back of modem
  • Wait about a minute, then plug your Rogers modem’s power cable in.
  • Wait for the green lights on your modem to stop flickering and turn solid.
  • You can now plug your hub’s power cable in.support-eero
  • Once your Rogers modem’s green lights turn solid, plug in your Wall-to-Wall WiFi hub’s power cable (circled).
  • Now, wait about 2 minutes to see if your devices reconnect to the Internet over your Wall-to-Wall WiFi network.

Alternatively, you can restart (reboot) your hub from the eero app:

 

  • Open the eero app
  • Tap the hamburger men in the top-left corner and select Network Settings.
  • Scroll down to Advanced settings.
  • Tap Restart network.
  • Tap the blue Restart Network button.

Step 5 – Check your cables

Sometimes cables come loose. Maybe there weren’t jacked in all the way to start with, or maybe you moved something on the shelf and bumped your modem. Either way, no big deal.

  • Just make sure the power cables are pushed in all the way.
  • And try unplugging and then plugging back in all of the Ethernet cables (support-eero-mesh-lan port) cables connected to your Rogers modem, do the same for your Wall-to-Wall WiFi hub.support-eero 2
    Tip: Ensure that you feel or hear the snaps of the Ethernet cables in their ports. You can use either of the Ethernet ports on the back of your Hub.Ensure that Ethernet cables and power cables are securely fastened to both your Wall-to-Wall WiFi hub (pictured) and your Rogers modem.
  • Fully screw in the coaxial cable into your Rogers modem.support-eero-mesh-back of modem 2 Firmly screw in coaxial cable to the back of your Rogers modem (Pictured: Hitron CGN3, CGN3ACR, CGNM3552)
  • Now wait about 2 minutes to see if your devices reconnect to the Internet over your Wall-to-Wall WiFi network.

Next steps…

If none of the above steps solved the connectivity issue, try verifying that your Rogers modem is connected to the Internet:

  • Plug an Ethernet cable into a free LAN or WAN port on your Rogers modem and your computer.
  • Open up a web browser, enter a URL (e.g. www.rogers.com) in the address bar and press Enter.

If the page doesn’t load, your connectivity problem is probably due to your Rogers Internet connection.

Go to rogers.com/contactus, and select the Technical Support tab to see our 24/7 technical support options. Or call 1 855 381-7839 to speak with technical support.

If the page does load (indicating that your Rogers modem is functioning normally),

And

You can confirm that your modem’s Internet connection is being passed through to your Wall-to-Wall WiFi hub via Ethernet cable.

But

You’re still unable to connect to the Internet on your Wall-to-Wall WiFi system. (See: How do I confirm that I’m connected to my Wall-to-Wall WiFi network?). 

Then it’s time to reset your Wall-to-Wall WiFi hub. 

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How to do I reset my Wall-to-Wall WiFi hub? (Easy)

As with all routers, resetting your Wall-to-Wall WiFi hub and beacon(s) can be a useful troubleshooting step. We generally recommend deploying simpler steps—such as power cycling your Hub by unplugging its power cable, waiting 30 seconds, and plugging it back in—before attempting a reset.

If you’re positive that your network connectivity issue is being caused by eero, then it’s time to reset your Wall-to-Wall WiFi hub.

To reset your Hub, first locate the reset button on its back.

Before resetting your eero devices, make sure they have been powered on for at least 45 seconds.

The beacon’s reset button is located on the left side.

Before resetting your eero devices, make sure they have been powered on for at least 45 seconds.

Before you take the more drastic step of Hard Resetting your hub, try a Soft Reset:

Soft Reset

A Soft Reset will clear all network configurations from the eero but preserve its sessions. This keeps the device on your network and saves its logs.

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

Other times you may want to try a Soft Reset:

  • Sense slow speeds on your network
  • Having an issue with one of your connected devices
  • Connected device connects to the wrong Wall-to-Wall WiFi hub or beacon

If the Soft Reset doesn’t restore Internet connectivity to your Wall-to-Wall WiFi network, then finally try a Hard Reset.

Hard Reset

Keep in mind, a hard reset will:

  • Delete your network
  • Remove all eeros from your network
  • Reset all your settings.

In other words, if you perform a Hard Reset on your Wall-to-Wall WiFi hub (the one connected to your Rogers modem), you’ll remove the entire Wall-to-Wall WiFi network and clear all network settings.

Need help? We understand that this is a big step. If you’d like to consult with a Rogers technical support representative before proceeding with a Hard Reset of your Wall-to-Wall WiFi network:

Two ways to Hard Reset your Wall-to-Wall WiFi hub

  1. By holding the reset button until the LED flashes red (15 seconds), then releasing it.
  2. When connected to your Wall-to-Wall WiFi network, you can Hard Reset your hub from the app:
    • Open the app.
    • Tap the hamburger menu in the top-left corner and choose Network Settings.
    • Scroll down and tap Advanced Settings.
    • Scroll down and tap Delete your network.
    • Tap the red Delete network button and confirm.

After Hard Resetting your Wall-to-Wall WiFi hub, there’s no need to also Hard Reset your beacons.

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How do I set up my Wall-to-Wall Wi-Fi network after Hard Resetting my Wall-to-Wall WiFi hub? (Easy)

After you’ve Hard Reset your Wall-to-Wall WiFi hub, setting up a new Wall-to-Wall WiFi network should only take you a few minutes.

The eero app will walk you through the process and do most of the heavy lifting, but here’s a quick overview of what to expect.

Before you begin

Set up requirements:

  • Ethernet cable
  • A Wall-to-Wall WiFi hub (beacon cannot be used to start a network)
  • Power cord(s)
  • eero iOS or Android app
  • Mobile device with a separate data connection
  • Internet service
  • Rogers modem

How to set up your Wall-to-Wall WiFi network after a Hard Reset:

Step 1 – Set up hardware

  • Unplug your Rogers modem/router from power.
  • Ensure that your Wall-to-Wall WiFi hub is connected to your modem/router by Ethernet cable.
  • If it’s not already plugged in, plug in your Hub with the power cord.
  • Finally, plug your modem back into power.

Step 2 – Create your WiFi network

  • Open the eero app on your iPhone or Android device.
  • The eero app will automatically detect your Wall-to-Wall WiFi hub and help you set up your WiFi network.
  • When the app has found your hub, tap Next.
  • Select the room that your hub is in from the list or enter a Custom name.
  • Create a WiFi network name (SSID) and password.
    Tip:     One easy option for choosing a network name (SSID) and password is to simply reuse your current SSID and password. This way you won’t have to reconnect devices that were previously on the network.
  • Tap Next to complete Wall-to-Wall WiFi hub set up.

Step 3 – Put your Wall-to-Wall WiFi network into Bridge Mode

Your Wall-to-Wall WiFi network functions best when it is set to Bridge Mode. With your Wall-to-Wall WiFi hub and beacon(s) set to Bridge Mode your Rogers modem/router will manage your network connections while eero will provide WiFi access.

Bridging your Wall-to-Wall WiFi hub and beacon(s):

  • Open the eero app.
  • Tap on the hamburger menu on the top left.
  • Choose Network settings > Advanced settings.
  • Tap DHCP & NAT.
  • Ensure that Bridge is checked. (If it isn’t already checked, be sure to check it.)
  • Tap Save on the top right.

Learn more about Bridge mode >

Step 4 – Add one or more eero beacons to your network

Once you’ve set up your Wall-to-Wall WiFi hub (gateway), the eero app will walk you through steps to set up your eero beacon(s) on your network.

Tip: You can also find instructions on adding (and removing) beacons from your Wall-to-Wall WiFi network here.

Step 5 – Connecting devices to your eero network

One final (and important) step is to remember to connect all of your devices to your new Wall-to-Wall WiFi network. To do this, simply find your Wall-to-Wall WiFi network on your device, enter the network password that you’ve created, and connect to the network.

If you experience any trouble reconnecting specific devices to your new eero network, try disconnecting and reconnecting WiFi on the device. If that doesn’t work, try rebooting the device and then reconnecting to the network once it powers back on.

Need help? We’re here for you. If you’d like to consult with a Rogers technical support:

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How do I confirm that I’m connected to my Wall-to-Wall WiFi network? (Easy)

  1. Open the eero app on any device that’s connected to the Internet.
  2. Tap the hamburger in the top-left corner and select Network Settings.
  3. Here you’ll see your eero WiFi network’s name.
  4. As you troubleshoot, ensure that you’re connected to your eero mesh network.
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What can I try if my Wall-to-Wall WiFi network is connected to the Internet but operating slowly? (Easy)

Try rebooting individual eeros or your entire network through the app.

Some common reasons to reboot your eeros include:

  1. Sense slow speeds on your network.
  2. Having an issue with one of your connected devices
  3. Connected device connecting to the wrong eero

How do I reboot an individual Wall-to-Wall WiFi hub or beacon?

  1. From the eero app Home screen, tap the eero you want to reboot, and scroll to Restart eero.
  2. On the Restart eero screen, tap the blue Restart eero button to begin the reboot.
  3. Doing so will immediately start the restart process.
    Your eero will be offline momentarily as it powers back on.

How do I reboot my entire Wall-to-Wall WiFi network?

  1. Open the eero app.
  2. Tap on the hamburger menu in the top-left corner.
  3. Tap Network Settings.
  4. Scroll down to Advanced settings.
  5. Tap Restart network.
  6. Tap the blue Restart Network button.
    Your Wall-to-Wall WiFi network will be offline momentarily as it powers back on.
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