You can use your eero mobile app to quickly and easily manage your eero devices. You’ll also find an excellent troubleshooting and support section on the eero website, and if you can’t immediately see what you need, try the Search function (top of the page).

If one of your secondary eero routers (one that isn’t hooked up directly to the connection box) is not online, try switching it off, then on again. If that doesn’t work, try moving it into the same room as your main router. Switch it on again and wait 2-3 minutes to see if it comes back online. And if that doesn’t work, connect it to you main router using an Ethernet cable and try again.

Your wifi connection is a combination of two channels: 2.4GHz and 5GHz. Some devices (usually older tech) can only connect to the 2.4Ghz channel, which is slower than the 5Ghz. When you split them out into two separate channels, your 2.4GHz devices will then use their own, slower, channel, while your 5Ghz channel can be used just by your high-speed devices. This is known as splitting your SSID, and it should improve the service for both types of device.

When you split the SSID, you can hide or switch off your 5Ghz channel so that only 2.4Ghz devices connect. Then you can switch 5Ghz back on (or unhide it) for your faster devices to connect.

• If you have a Zyxel router you can split your SSID by changing your settings through the online Zyxel control panel (Web GUI).
• For an eero router, you can split your channels using the app. You can also troubleshoot device connection (and other issues) through Settings, Troubleshooting.

If you’re an Ogi 250, Ogi 500 or Ogi 1Gig customer, you’ll get a Nokia ONT (that’s a little black box, on your wall, close to where your cable comes in to your home).

You’ll also get:

• 1 eero 6 wifi mesh router if you’re an Ogi 250-er
• 1 eero 7 wifi mesh router as an 500 customer
• 2 eero 7 wifi mesh routers for your Ogi 1Gig service.

If you’re an Ogi Alt customer, you’ll receive your Zyxel router(s) from Ogi in time for your installation.

Yes, you can! Follow the connection process on your Sky Q box by selecting ‘Connect to a non-Sky network’, clicking on your network name and typing in your network key or wifi password.

If you’re having problems with this connection, try the following tips.

Zyxel EX3301: Log onto the Zyxel online control panel and make the following changes:

Switch the router’s security mode.  Click on the menu (≡ top right) and Network Settings, then scroll down to Security Mode. Select WPA2-PSK.
Split the channels on your router. Separating the channels will enable Sky to run on 2.4Ghz, which is its preferred band. Although it’s slower than the 5Ghz channel, it provides a more stable connection. Click on Wifi Settings in the menu, and untick ‘Keep 2.4Ghz and 5Ghz the same’, then Save. Your channels will now be separate.

eero: Using the eero app, switch off the 5Ghz channel while you connect your Sky Q box. This will give your Sky Q box time to create a stable connection using the 2.4Ghz channel. Your 5Ghz channel will automatically switch back on after thirty minutes.

Yes, you can! You can create a profile for any device using the network (say, your child’s tablet) and then set the times it can use the internet, and what kind of content it’s able to see.

Use the Profiles feature in the eero app, or the Parental Control settings on your online Zyxel control panel (web GUI).

You can view or change your eero network password any time in the eero App, under Settings.

To change your Zyxel network password, go to Maintenance, User Account on your online Zyxel control panel (Web GUI).

If you’re an Ogi 250, Ogi 500 or Ogi 1Gig customer, you’ll get a Nokia ONT (that’s a little black box we’ll attach to your wall, close to where the cable comes into your home).

You’ll also get:

• 1 eero 6 wifi mesh router if you’re an Ogi 250-er
• 1 eero 7 wifi mesh router as an 500 customer
• 2 eero 7 wifi mesh routers for your Ogi 1Gig service.

Ogi Alt customers only:
For Ogi Alt, you’ll receive your Zyxel router(s) from us before your installation takes place. 

If you live outside an Ogi full fibre area but choose to sign-up for Ogi Alt, Openreach engineers will carry out the installation for you. You may need to set up your own Zyxel wifi router, but it’s totally straightforward (just follow the instructions in the box). 

If your property is larger than normal, or has unusual construction, we can provide you with a Zyxel Extender to boost your wifi – this is an optional extra you can ask about when you place your order.

Setting up your Zyxel Extender
This is also easy to set up, but the instructions in the box are rather long, so we’ve created our own slightly more user-friendly version for smartphone users here (if you don’t have a smartphone, please refer to the instructions in the box). Remember, you’ll need to have your router up and running first. 

1. Go to your smartphone’s wifi settings and connect to the Ogi Wifi SSID using the wireless key (usually a combination of letters and numbers) shown on the back of your Zyxel router.
2. Now go to your app store and download the MPro Mesh App to your mobile (the leaflet has a QR code for this you can use if you want to).
3. Open the app and log in using the wireless key (password) on the back of your router.
4. Plug in your extender – there’s a UK adaptor provided. It will now power on and self-test, so wait for the power indicator light to become steady and the wifi indicator to start flashing.
5. Connect your extender to your router, either using an Ethernet cable (step 6a) or via wifi (step 6b). 
6. a. Via Ethernet: Plug the cable into one of the four LAN ports on the back of the router and one of the two LAN ports on the extender. That’s all you need to do. If you decide to switch to wifi in future you’ll need to reset the device and start the setup process again.
   b. Via wifi: Place the extender close to the router. Open the MPro Mesh App on your mobile and tap the plus sign (+) next to Mesh Devices. Follow the on-screen instructions – you’ll see an orange flashing light on the extender once you press the WPS button. Your MPro Mesh App should show both devices on the home screen, with the extender using the same Wifi SSID as the router. If they haven’t successfully connected, try the pairing process again, with the extender closer to the router. 

Once you’ve connected your extender
Now your extender is connected, you can position it between the router and wherever in your home is likely to have poor wifi coverage. This is one of the advantages wifi has over an Ethernet connection – you may need a long cable if they are physically connected. 

If you used wifi to connect them, the MPro Mesh App will show you the wireless signal strength between your router and extender. If it’s green, all is well! If it’s amber, your signal is too strong, so move the extender further away from the router. And if it’s red, your signal is too weak – move the extender closer to the router.