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Frequently Asked Questions
Internet Support
Internet FAQs
I’m having trouble with my internet connection. What should I do?
If you're having trouble with your internet connection, here are some steps you can take to troubleshoot the issue:
- Restart your modem and router: Unplug both devices, wait for about 30 seconds, then plug them back in. This can resolve many connection issues.
- Check cables: Ensure all cables are securely connected to your modem, router, and wall outlet. Look for any visible damage to the cables.
- Test your connection: Use a device to check if the issue is affecting all devices or just one. If only one device is having issues, try reconnecting it to the network.
- Check for outages: Text 'OUTAGE' to 888-975-4258 to inquire about a service outage in your area.
- Contact customer service: If the problem persists, contact our customer support team for further assistance.
How do I view or change my network password?
It’s easy! You can view or change your network password anytime in the eero App. From the eero App main dashboard, tap Settings. Then tap on WiFi Password and you’ll be taken to a field to view/edit your network password. You can edit your password by tapping Edit password.
What is the network health check feature?
If you ever experience an issue with your eero network, we encourage you to run a network health check through the eero 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?
In the eero app, you can access the health check by tapping on the Settings tab in the app and selecting Troubleshooting from the list of available options. Once you’ve arrived at the help page, 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 eero’s light is red
I cannot connect to the internet. What should I do?
- First, check all of the connections to your equipment to make sure none of them are loose or unplugged.
- If you have our telephone service as well, and you get both your internet service & phone service from the same device, please contact our technical support at 1-888-975-4258.
- Next, power down all of your equipment, including your computer, router (if you have one), and cable modem. For the cable modem this usually means unplugging the power lead that connects it to your power outlet. Then turn off any routers or computers that you have connected to the modem. Wait 2 minutes.
- Then, reconnect the power lead for the modem. Wait at least 2 minutes, giving the modem time to establish a connection, then power on your router (if you have one), then your computer. Then try connecting to the internet.
- If you are still unable to connect at this point, please contact our technical support.
How Do I Protect Myself from Phishing?
Inspections: As you browse the web, each site you visit loads content such as ads, images, and extra code from hundreds if not thousands of sources. These transactions happen almost instantaneously and can contain harmful content. eero Plus inspects each transaction to ensure it’s safe before it loads.
Threat blocks: If an Inspection determines a site is harmful, it will block the site before it loads. This is called a Threat Block and is reported in the Activity Center under four different categories:
- Malware blocks - Software that can harm your network and connected devices.
- Spyware blocks - Commonly found in suspicious ads, spyware can be used to track your online behavior, or in more serious cases, all network activity.
- Phishing blocks - When an attacker poses as a trustworthy website to get you to provide your personal information.
- Botnet blocks - When you or a device inadvertently attempts to access a website that has been associated with a botnet.
Safe Filters: eero Plus automatically tags sites that contain violent, illegal, or adult content so you can choose what your kids can and cannot visit right in the eero app.
How can I access eero Plus activity center?
- When using iOS, tap on the Activity tab on the main menu. You’ll be able to see an overview on each of the Plus filter categories, and you can tap on any of the graphs for a more in-depth examination.
- Only eero Plus customers will be able to access the Activity Center.
- Within each section, you can also view the total number of Inspections, Threat Blocks, and Content Filters by day, week, and month.
How do I set up a back up network?
1. In your Eero app, tap on Internet and then tap on Eero Internet Backup.
2. Make sure your backup network is available (if you are using a mobile hotspot, make sure it is turned on), then tap Add a backup network.
3. Tap on Search networks and then tap on your backup network when it appears on the list.
4. Follow the prompts to add a backup your password and complete setup. Click Save when done.
5. You should now see your backup network on the main Internet Backup.
6. You can add up to eight backup networks by simply repeating this process.
Service & Price Protection
What is the Service & Price Protection?
The Bluepeak Service & Price Protection (SPP) is an affordable coverage option that helps cover unforeseen incidents or issues related to Bluepeak’s services. Price protection is an inflation-proof option that locks in the price you are paying for internet for 3 years. This is not a contract with Bluepeak.
What does the Service & Price Protection cover?
SPP covers service calls that require repair to inside wiring. Inside wiring includes the data, video or voice lines used to provide the Bluepeak services that run through walls, conduits, crawl spaces, basement, and attic starting from the outside entry point and extending to the individual Voice jacks and cable outlets.
Will Bluepeak replace my equipment if it is broken?
We will repair or replace in-home Bluepeak equipment as the technician deems necessary, ensuring optimal service performance. With the SPP, onsite assistance for Internet, video, and data equipment or connection issues is provided at no additional cost.
Streaming Credit FAQs
What happens if I cancel or downgrade my 5 Gig service during the first 12 months?
The streaming choice credit will be deactivated if you cancel or downgrade service during the first 12 months.
Does my Streaming Reward Card expire?
Your credits from Bluepeak will end when the promotional period is over (your first year of 5 Gig service), but you can still use your card with your own funding (i.e., putting your own debit or credit card into add credits) after that period.
Will my streaming credits roll over if I use only some of my $10 credits in a month
Unfortunately, Bluepeak streaming credits do not roll over. If you have extra credits after a streaming service is purchased, you can always add your own credits to your balance to purchase more streaming services. The credits purchased with your own credit or debit card will remain on your Streaming Reward Card until used.
I want to downgrade my internet speed. Do my streaming choice credits continue for the remaining amount of time left?
No. You must maintain the 5 Gig Internet plan for the first year to continue getting the streaming choice credits.
What happens to my Streaming Reward Card when my promotional period ends?
If you wish to continue subscribing to the streaming service, log into the streaming service and go to the payment section to replace the Streaming Choice card with your own credit/debit card, or you can add your own payment method to the Streaming Choice Card to continue uninterrupted.
I lost my email with the link to my Streaming Choice card; can you send it?
Absolutely. I will need the original email address you signed up for Bluepeak Internet to resend you the link.
What if I already have an active account with a streaming service? Can I use these credits?
Yes. Simply create your MyBundleTV account to receive your Streaming Reward Card and then log into your streaming service account. In the payment section, replace your credit/debit card information with the streaming virtual card information.
Is there a contact number to follow up if I have questions?
Yes. Please email [email protected] to contact the customer support team and they will be happy to assist you.
Can I order pay-per-view through Bluepeak TV?
Unfortunately, PPV is not available from Bluepeak TV.
Can I opt out of installing fiber on my property?
Fiber installation occurs on designated utility easements, which can be used to construct and maintain utility lines. This means that we might need access to the easement through your property. The choice to join Bluepeak’s fiber network is ultimately yours, but we think you will want to.
