Step-by-step guide to troubleshooting speed-related issues with your Wall-to-Wall Wi-Fi hub and beacon (eero) network

Not getting the speeds you expected from your Wall-to-Wall Wi-Fi hub and beacon network? Read on for step-by-step troubleshooting support.

To learn more about your eero app speed test results or get answers to your other questions about eero’s speed capabilities, check out our Guide to understanding Wi-Fi Mesh speeds.

Who this article is for:

This article is for Rogers Internet customers who have had a Rogers technician install Wall-to-Wall Wi-Fi, powered by eero in their residence and are experiencing slower-than-expected Wi-Fi speeds.

Installed Wi-Fi Mesh and getting slower-than-expected Internet/network speeds?

We’re sorry to hear that, and we know how frustrating this is. Wall-to-Wall Wi-Fi, powered by eero is designed to blanket your whole home in fast, reliable Wi-Fi. If that’s not the case and connectivity issues or slowness persist, then follow these step-by-step directions to isolate and correct the problem.

Step 1 - Check your devices

If you’re not getting the speeds you expect, the first thing you’ll want to do is figure out if you’re experiencing slowness on just one or multiple devices. If it’s only on one device, simply turn your device’s Wi-Fi 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 didn’t help, try running a network health check in the eero app (Menu > Help > Troubleshooting). If none of the above fixed your problem, the next thing to do is to check your network speed.

Step 2 - Check your speed

Keep in mind that all speed tests are not made alike, and for various reasons each one may provide different results.
We suggest that you start speed testing with the eero app:
eero app speed test:
A couple things to know about the eero app speed test:

  1. The eero app speed test only reports download and upload speeds between a nearby server on the Internet and your Wall-to-Wall Wi-Fi hub.
  2. So, the speeds the app reports should closely mirror the actual speeds of your Rogers Internet package.

    Example: If you have Rogers IgniteTMGigabit Internet (with up to 1 Gbps download, and up to 30 Mbps upload speeds), the speeds the app reports should be similar.

Next steps: If the speeds reported by the eero app are a lot slower than your package’s advertised speeds, then there may be a problem with your home Internet connection.

If so, please contact us for additional assistance.

If you ran the eero app speed test and the speeds reported were comparable to your Internet package’s actual speeds but you’re still not getting the speeds you expect on your devices, try running an Ookla speed test.

Ookla speed test:

A couple things to keep in mind about the Ookla speed test:

  1. Unlike the eero app speed test, which only reports on download and upload speeds between a nearby server on the Internet and your Wall-to-Wall Wi-Fi hub, the Ookla speed test shows you the download and upload speeds from the Internet to the device running the test (i.e. mobile phone or computer, etc).
  2. Because devices connected by Wi-Fi face more speed hurdles than devices connected directly to the Internet via Ethernet cable (e.g. your Wall-to-Wall Wi-Fi hub), it’s possible that Ookla may report slower speeds than the eero app.

How do I run an Ookla speed test?

If you’re on a computer, try running a speed test from Speedtest.net. Or if you’re on a mobile phone, download and run the Ookla Speedtest app (available on iOS and Android).

Where should I take the speed test, and what should I be looking for? 

Be sure to take the speed test from several different locations in your home. As a point of comparison, you’ll also want to try the speed test next to your Wall-to-Wall Wi-Fi hub, where speeds should be highest.

Next steps: If the speeds are much lower than the speeds in your package’s advertised speeds and if these speeds are typical to what you’ve seen in the past, then there may be a problem with your home Internet connection.

If so, please contact us for additional assistance.

Step 3 - Basic troubleshooting

If you see low speeds (in the single digits), but this isn’t typical, move on to the steps below.

Power cycle your Wall-to-Wall Wi-Fi hub:

Try power cycling your Wall-to-Wall Wi-Fi hub by unplugging the power cable from its back, waiting 30 seconds, and plugging it back in. This step can sometimes fix connectivity issues.
The LED will turn solid white, then flash white while the system boots up. It takes about a minute to start up and begin broadcasting. You’ll know when the cycle is complete, because the LED will go solid white again.

Restart your modem:

Restarting your Rogers 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 your model, it can take a few minutes to restart.

If this doesn’t help, don’t worry, we’ve got more tips below!

Step 4 - Intermediate troubleshooting

Did you alter an important advanced setting in the eero app?

Did a Rogers technician set up your eero whole home Wi-Fi system? If so, he or she would have set your eero to operate in Bridge Mode. This is the way your eero network is intended to function with your Rogers modem/router.

Turning off Bridge Mode on your Wall-to-Wall Wi-Fi hub won’t stop your Wi-Fi devices from connecting to the Internet, but it may cause poor connectivity and performance.

This problem, known as Double NAT, happens when two devices behind a single gateway (In this case, your Rogers modem/router andyour Wall-to-Wall Wi-Fi hub) are performing router functions at the same time.

Next steps: To resolve the Double NAT issue, set your Wall-to-Wall Wi-Fi hub back to Bridge Mode. To do so, open the eero app and follow these steps:

  1. Tap the hamburger menu in the top-left corner and select Network Settings.
  2. From the Network Settings menu, select Advanced settings.
  3. Tap DHCP & NAT.
  4. Then tap Bridge and Save.
  5. Under Reboot required, select Reboot.

After your Wall-to-Wall Wi-Fi hub reboots, it will be in Bridge Mode and the Double NAT issue should be resolved.

What are some other factors that could be slowing down my connection?

Strategically placing your Wall-to-Wall Wi-Fi hub and beacon(s) is the single most important step you can take to ensure your Wall-to-Wall Wi-Fi system blankets your whole home in fast, reliable Wi-Fi.

Your Wall-to-Wall Wi-Fi hub and beacon(s) work best when they’re 20–30 feet away from objects that cause interference.

For more information on where to place your eero devices, check out Tips for placing your Wall-to-Wall Wi-Fi hub and Beacon(s).