Understanding and Troubleshooting DNS Server Issues with Eero Routers During Service Outages
Recent disruptions in internet service can be frustrating, especially when they affect core functionalities like DNS resolution. This article explores common DNS-related issues during service outages, with a focus on troubleshooting steps when using Eero routers and attempting to switch DNS servers, such as Cloudflare’s 1.1.1.1 and 1.0.0.0, in response to widespread outages like the recent CenturyLink fiber disruption.
Background: The Impact of DNS Server Outages
Domain Name System (DNS) servers are essential components of internet infrastructure, translating human-readable domain names into IP addresses that routers can understand. When a major provider like CenturyLink experiences an outage, upstream DNS servers associated with that provider may also be affected, leading to widespread connectivity issues.
In the recent incident, many users observed that their internet services went offline. The suspected cause was a DNS server failure, which hindered devices from resolving domain names — rendering websites inaccessible even if the physical connection was intact.
Attempted Solutions: Changing DNS Servers
A common troubleshooting step involves switching DNS servers to alternative providers such as Cloudflare (1.1.1.1 and 1.0.0.1), Google (8.8.8.8 and 8.8.4.4), or others. Many users, including the case highlighted here, try adjusting DNS settings directly on their modem/router interface.
Case Study: Troubleshooting Steps
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Modem Configuration Change:
The user initially configured the DNS servers via the modem’s graphical user interface (GUI), replacing default settings with Cloudflare’s IP addresses. Despite this change, the internet connection remained unresponsive. -
Router-Level Adjustment:
The user then modified DNS settings on the Eero router, again setting the DNS addresses to Cloudflare’s. No improvement was observed. Additionally, switching the Eero from IPv6 to IPv4 was attempted, but the connectivity issues persisted. -
Support Interaction:
The user contacted Eero support for assistance. Unfortunately, their support team was unable to resolve the issue, highlighting that sometimes even manufacturer support cannot immediately address outages caused by upstream provider failures.
Key Takeaways and Recommendations
- Persistence and Layered Troubleshooting:
When facing DNS-related outages, try configuring DNS settings at multiple points in your network — including both modem and router. Ensure that DNS servers are correctly entered and saved
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