Where to find the eero customer service telephone number and how to get live phone support

Overview: how eero routes telephone support

eero (the Amazon-owned mesh Wi‑Fi company founded in 2014 and acquired by Amazon in 2019) does not operate a single, universally posted public phone number in the way many legacy hardware vendors do. Instead, eero routes live phone calls through an account-verified callback system that is initiated from the eero mobile app or the official support portal (https://support.eero.com). This model ensures agents can access device-specific diagnostics and authorization before placing a callback, which reduces hold times and the need to repeat serial, MAC and account information.

In practice the official, supported path to telephone contact is: open the eero app (iOS/Android), choose Help or Contact Support, and select the “Phone” or “Request callback” option. If you purchased your eero system through Amazon, you can also start a return or get device-level help from your Amazon Orders page; for hardware return eligibility Amazon’s standard return window (typically 30 days from delivery) will apply. For corporate questions or press inquiries, Amazon’s Seattle headquarters address (410 Terry Ave N, Seattle, WA 98109) is the correct corporate contact, but consumer technical support is handled through the app and eero’s support site.

How to request a callback (step‑by‑step)

Requesting a phone call is deliberate: eero’s support workflow pulls recent diagnostics from your network and links it to your account so the agent calling you arrives with relevant logs and a suggested troubleshooting path. This reduces callbacks and accelerates escalations to engineering when needed. Typical callback availability is within minutes during normal business hours and within 15–60 minutes during peak periods, but your exact wait time will vary by region and volume.

• Open the eero app (ensure you are signed into the account that manages the network). Navigate to Settings (gear icon) → Help → Contact Support → Phone (or Request a Call). Enter the best phone number and a short description of the problem. App-initiated callbacks will include a diagnostic snapshot (eero will ask permission to upload logs).
• If you prefer a desktop route, visit https://support.eero.com → “Contact Us” and choose the phone option when presented. If you purchased via Amazon and need a return or replacement, go to Your Orders on Amazon, click the eero product, and use the “Return or replace items” workflow; for many issues this becomes the fastest path to a hardware replacement.

What to have ready before you request phone support

Phone interactions are fastest when you provide a concise, technical summary up front. Have the following items available so the eero agent can either resolve the problem quickly or escalate appropriately to advanced support or replacement services.

• Device and account details: eero model name(s) (e.g., eero 6, eero Pro 6), serial number(s) and MAC address for the gateway eero, purchase date or Amazon order number, and the email address tied to the eero account.
• Network details: ISP name, modem model, WAN connection type (DHCP, PPPoE), public IP (if known), typical downstream/upstream speed in Mbps, and whether you are using ISP‑provided router modem in bridge mode. Note whether the issue affects a single client or entire network (e.g., “all clients lose internet every 25 minutes”).
• Diagnostic state: current eero OS/firmware version (visible in the app), how many eero nodes are in the mesh, LED status of each device, and approximate time and timezone when the issue started. If the app shows “Diagnostics available,” authorize upload and note the 6‑digit diagnostic code you’re shown.

What phone support can and cannot do, escalation, and warranty information

Phone agents can perform configuration changes, run remote diagnostics, update firmware, reset network settings under your authorization, and initiate RMA/replacement for devices that are within warranty. eero’s hardware warranty for consumer devices is typically a limited-term warranty (commonly one year for many consumer networking products), but coverage and duration depend on the specific purchase and region—if you need warranty confirmation, request it during the initial phone call so the agent can verify purchase date and warranty status against your account.

When an issue cannot be resolved by standard troubleshooting, agents will escalate to a technical specialist or the engineering team. Escalations commonly occur for firmware regressions, persistent hardware faults (e.g., failing radio), interoperability failures with certain ISP modems, or sophisticated mesh routing issues. If a hardware RMA is issued, eero or Amazon will typically ship a replacement unit and provide return shipping instructions for the defective unit; the exact timing depends on stock and your region but expedited shipments are often available for urgent outages.

Alternatives to telephone contact and best practices

If you need immediate answers or prefer non‑phone support, eero provides several robust alternatives. Live chat and email support are accessible through support.eero.com and the app; chat is useful for step‑by‑step configuration guidance because agents can send links, screenshots, and step sequences directly. Community forums and the knowledge base at https://support.eero.com/hc/en-us contain model‑specific guides, firmware release notes, and troubleshooting articles that reference error LEDs, common ISP compatibility notes, and recommended home placements for node coverage.

Before you request a callback, perform these quick checks to shorten call time: power‑cycle your modem and gateway eero (power off 30 seconds, power on modem first), confirm the WAN cable is in the gateway’s WAN/Internet port, and check that firmware is current in the app. If you are preparing for a replacement, purchase receipts or Amazon order numbers and proof of delivery will speed warranty verification.

Bottom line

There isn’t a single public “call this number” approach for eero; the supported, efficient method is to request a callback through the eero app or support portal (https://support.eero.com). This app‑first workflow gives eero agents the diagnostic context they need to provide faster, more accurate telephone support, initiate RMAs when appropriate, and escalate to engineering when a deeper investigation is required. If you purchased through Amazon, use the Orders page to manage returns and replacements under Amazon’s standard policies.