eero for Communities: eero Insight Guide for Property Managers

3.1 Understanding Terminologies

To easily understand and utilize eero Insight, it is beneficial to align on a few basic terminologies used.

Residence #: This corresponds to the unit number or space within the community. This is defined by the internet service provider during or after the installation of the eero network.

Description: An optional field to distinguish different sub-spaces or buildings within the community, which may have identical residence numbers. For example, A-101 is in the East building, and A-101 is in the West building. This is defined by the internet service provider during or after the installation of the eero network.

Network owner status: This defines whether the network in a given residence is linked to a particular resident. Network owner status is important as it indicates whether a given network within the community can be accessed or controlled by a resident. This status is indicated by eero based on the input provided by the internet service provider or the property manager and can take one of three values:

• Vacant: The network in the given residence is vacant and not tied to any resident.
• Unverified owner: Either the service provider or the property manager has initiated linking the network in a given residence to a resident, but the resident has yet to validate their email/phone number.
• Verified owner: The network in a given residence is successfully linked to a resident, and the resident has validated their email/phone number. The resident can access and control the network via the eero mobile app.

Connection status: This indicates whether a given residence's network has internet connectivity. This status is provided by eero and updates automatically.

Move-in date: This indicates when a network link is scheduled to be initiated with an incoming resident. This field is supplied by either the property manager or the internet service provider.

3.2 Community Settings

Community settings impact all eero networks within a given community and should be carefully utilized by property representatives.

Community-wide IoT SSID: Enabling a community-wide IoT SSID causes all eero networks within the community to broadcast a common SSID and facilitates a smart building/smart apartment experience. This SSID should be utilized only for property-owned IoT devices such as door locks, sensors, HVAC systems, thermostats, etc. Please consult your installation partner for questions on connecting these devices to the IoT SSID. The IoT SSID password should be safeguarded and NOT provided to residents, visitors, contractors, or other unauthorized users for security reasons.

Property representatives: This shows a list of property representatives who can access eero Insight. Property representatives can currently be added or removed from this list only by the Internet Service Provider.

'Community settings' screen showing network settings and property representatives.

3.3 Network Statistics

Property representatives can expand each network within the community to view network statistics, as well as network owner details. Network statistics that the property representative can view include (a) SSIDs enabled on each network, (b) the most recent and historic speed test results, and (c) a summary of outages over the past seven days.

The property statistics enable a property manager or staff to ensure that the resident is getting the right level of service and internet speeds and that any property-owned IoT devices are internet-connected.

eero Insight dashboard with detailed network statistics for a residence.

4.1 Resident Move-in: Linking a Network to a Resident

1. Once a resident moves in, they may contact the property manager to activate the WiFi network in their community unit.
2. Community unit networks can be found on the search bar on the Community page using the Residence number.
3. A community network, if vacant, comes with an option to link the network to the resident. Click on "Link to resident" from the dropdown menu next to the row and provide the required information: Name, email, phone number, and move-in date. The move-in date is set to the current date by default but can also be set to a future date if the resident is moving on a future date.
4. When an email has been sent to the recipient, the network ownership state changes from Vacant to Unverified owner.

'Link to owner' modal in eero Insight requesting customer details.

4.2 Resident Move-in: Resident Verification

On the indicated move-in date, the resident receives an activation email. The activation email will also contain the default WiFi network name and an auto-generated password. To activate the network, residents must verify their email by creating an account with the same email via the mobile app. The network will remain inactive until the resident's email is verified. This ensures network security, prevents unauthorized use of the network, and reduces the risk of fraud.

Once the recipient has verified their email, the network ownership state will change from Unverified owner to Verified owner.

Mobile app screen for eero WiFi network activation.

4.3 Resending the Activation Email or Changing Recipient Email

If, for any reason, the resident has not received the email, the property manager can resend the email or change the recipient email by clicking “change owner" from the dropdown menu on the row.

eero Insight dashboard dropdown menu with resident management options.

4.4 Resident Move-out: Reverting a Network Back to its Vacant State

1. When a resident moves out, they may contact the property manager.
2. The community unit network can be reverted to its vacant or “left in place” state from the dropdown menu on the row.
3. Click on "reset to vacant." Since this is a purge action, the user will be prompted to confirm that they wish to reset the network to vacant.
4. As part of the reversion, all prior resident settings, profiles, and data are deleted to maintain data privacy and security, ensuring that the next resident does not see prior resident data. The network is returned to its “left in place” or vacant state until the next resident moves in.
5. Once a network is in its vacant state, any property-wide IoT SSIDs continue to be broadcasted from the network, ensuring that community-owned IoT devices remain connected to the internet.

eero Insight dashboard dropdown menu with 'Reset to vacant' option.