Customer Reviews (100)

Kim • 2025-03-30T19:18:48.230Z

require a phone number to use it!! no way!!!

Tom the Amazing • 2025-03-30T19:12:08.689Z

This app is nicely designed to easily find key features. I needed to do some address reservations and port forwarding. This stuff was easy to get to and even easier to use.

Juliet DeVries Kuhnert • 2025-03-30T02:20:42.658Z

I absolutely love everything about this wifi system. I needed help with the initial activation & configuration to get this up & running. However, I haven't needed any other tech support to add, delete, & manage my networks since. Good for DIYers that can read & follow instructions. Super easy. Eero gives me more information & control over every device (or person) that accesses my Internet connection than any other home network solution that I have ever used. Gives confidence in security.

Summary of Key Insights

The eero wifi system app receives mixed reviews. While a significant portion of users (69%) award it 5 stars, praising its ease of setup, user-friendly design, and effective network management, a substantial number (20%) give it only 1 star, citing issues ranging from privacy concerns (requiring a phone number), disappearing networks, clunky app performance, lack of control without subscriptions, and connectivity problems. The overall sentiment is polarized, with strong positive experiences contrasted by equally strong negative ones. The app's reliance on a subscription for certain features, especially content filtering, is a major point of contention.

Key Strengths: Easy setup, intuitive design, good customer support (mentioned specifically), and effective network management features. Key Weaknesses: Requiring a phone number, connectivity issues, disappearing networks, features locked behind a paywall (especially content filtering), clunky app performance for some users, lack of advanced settings, and concerns about data privacy.

Overall Rating: Averages to approximately 4.0 stars based on the provided distribution. Score Distribution: 1 Star: 20%; 2 Star: 5%; 3 Star: 5%; 4 Star: 1%; 5 Star: 69%

Data & Methodology Overview

  • Data Sample Size: 100 reviews
  • Time Frame: Not specified, but assumed to be recent based on the version number of the app.
  • Analysis Methods: Sentiment analysis (categorizing reviews as positive, negative, or neutral based on text content), keyword extraction (identifying frequently used terms related to problems and features), and thematic analysis (grouping issues and suggestions into common themes).

Key User Pain Points

  • Phone Number Requirement: Requiring a phone number for setup is a major privacy concern for some users, leading to immediate rejection of the app.
  • Connectivity Issues: Some users experience connection problems, dropouts, and inaccurate speed readings.
  • Subscription Paywall: Locking essential features like content filtering behind a subscription (eero Plus) is a significant source of frustration. Users feel that these features should be standard.
  • App Performance & Bugs: Some users report clunky app performance, disappearing networks, and issues with updates. Back button functionality causing complete app exit is also noted.
  • Lack of Advanced Control: Power users desire more local connection settings, static WAN IP addressing, and MAC address filtering for guest networks.
  • Device Management: Difficulty in deleting or managing devices connected to the network is a recurring complaint.
  • Update Issues: Lack of information about updates and inability to control update times are problematic for some users.
  • Privacy Concerns: Concerns about data sharing and inability to opt-out of information sharing are voiced.

Frequently Requested Features

  • More Granular Control: Users want more control over network settings, including static IP addressing, MAC address filtering, and local connection settings.
  • Device Removal: Ability to remove devices from the network list.
  • Offline Setup: Option to configure the device without requiring an internet connection initially.
  • Customizable Update Times: Ability to schedule or manually trigger software updates.
  • Detailed Update Information: Clear release notes and information about software versions and patch notes.
  • Free Content Filtering: Inclusion of content filtering as a standard feature, not behind a paywall.
  • Web Interface: The ability to manage the Eero system through a web browser on a computer instead of only through the mobile app.

Strengths and Positive Aspects

  • Ease of Setup: Many users find the app easy to set up and configure.
  • User-Friendly Design: The app is praised for its intuitive and well-designed interface.
  • Good Customer Support: Several reviews specifically mention positive experiences with eero customer support.
  • Effective Network Management: Users appreciate the ability to manage devices, share networks with guests, and pause internet access.
  • Fast and Reliable Wifi: Some users report improved wifi speeds and coverage.
  • Seamless Integration: Users appreciate the seamless and easy experience.

Prioritized Action Recommendations

High Priority:

  • Address Privacy Concerns: Re-evaluate the phone number requirement and consider alternative authentication methods. Clearly communicate data privacy practices and provide options for users to control data sharing.
  • Fix Connectivity Issues: Investigate and resolve reported connectivity problems, dropouts, and inaccurate speed readings.
  • Reconsider Subscription Model: Evaluate the current subscription model, especially regarding content filtering. Consider offering a basic level of content filtering as a standard feature.
  • Improve App Stability and Performance: Address reported bugs, clunky performance, and issues with updates. Fix the back button behavior.

Medium Priority:

  • Enhance Device Management: Implement the ability to easily remove devices from the network list.
  • Add Advanced Settings: Provide more granular control over network settings for power users, including static IP addressing, MAC address filtering, and local connection settings.
  • Provide Clear Update Information: Include detailed release notes and information about software versions and patch notes with each update.
  • Allow Customizable Update Times: Give users the option to schedule or manually trigger software updates.

Low Priority:

  • Offline Setup Option: Explore the feasibility of offering an offline setup option.

Opportunities for Startup Ideas

  • Alternative Router Firmware: Develop open-source router firmware that provides advanced features and customization options without requiring subscriptions.
  • Privacy-Focused Router App: Create a router management app that prioritizes user privacy and control over data sharing.
  • Subscription-Free Content Filtering Service: Offer a content filtering service that can be used with any router, without requiring a subscription.
  • Advanced Network Monitoring Tool: A third-party app that provides more detailed and real-time network monitoring data than the Eero app.

Trends and Observations

  • Polarized Sentiment: The reviews are highly polarized, indicating that the app experience is not consistent across all users.
  • Subscription Fatigue: Users are increasingly sensitive to subscription-based models, especially for features that were traditionally included in the base product.
  • Importance of Customer Support: Positive customer support experiences are a significant driver of positive reviews.
  • Focus on Ease of Use: A key selling point of the app is its ease of use, particularly for non-technical users.

Conclusion

The eero wifi system app has the potential to be a top-rated network management tool. However, several key issues need to be addressed, particularly regarding privacy, subscription costs, and app stability. By focusing on these areas, eero can improve user satisfaction and strengthen its market position. The app should prioritize fixing bugs, addressing privacy concerns, and re-evaluating the subscription model to include basic content filtering as a standard feature.

Overall Recommendation: Address the high-priority issues to improve user satisfaction and reduce negative reviews. Consider offering a wider range of features without requiring a subscription.

Original App Link

https://play.google.com/store/apps/details?id=com.eero.android