Eero plus trial

Question

Eero plus trial

I signed up for an Eero plus trial that lasted 2 months and then renewed to a full annual subscription. This subscription started on 8th September 2023 and I have a receipt for the subscription payment for that day.

However, my Eero app is still showing 'Eero plus trial is still active'. I need the full subscription to enable Internet Backup on my Eero system.

I have contacted both Eero and Apple support. Eero are saying that it is an Apple issue and Apple are saying its an Eero issue !! Eero support are suggesting that I cancel my Apple subscription, get a refund and then purchase a subscription directly from them. However, if I try and cancel my Eero subscription on my IOS device, I won't get a refund AND the subscription will still last until September 2024.

iPhone 7 Plus, iOS 14

Posted on Sep 19, 2023 9:20 AM

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Answer 1

Bill_T1

Community Specialist

Sep 21, 2023 6:20 PM in response to lindsayfromsale

Hi lindsayfromsale,

When you purchase a subscription through Apple, that information should be passed through to the app developer. Ultimately, Apple is operating as a billing agent whereas the actual app or subscription support are provided by the company or app developer responsible for that app.

You can try using the steps in Request a refund for apps or content that you bought from Apple to report a problem with that subscription and review options related to refunds or other support methods but you may ultimately have to obtain a resolution through the app developer directly.

Regards.

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Answer 2

Sep 22, 2023 5:30 AM in response to Bill_T1

Yes, I did that in the end and it was quite simple !

Such a contrast between the excellent Apple support and the poor Eero support !

Now that I have a refund for the Eero plus subscription, I am revisiting whether to sign up for it again. If I do, then I will only commit for a month !

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Eero plus trial

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