As most Owners and residents are aware, ASTOUND Broadband (formerly RCN) provides Park Tower’s bulk cable and internet services.
Basic cable and internet service is an amenity included as part of the assessments owners pay. Access is now high speed via home run fiber lines to each unit, paired with an Eero Mesh WiFi system within each home to extend practically seamless wireless coverage throughout the space.
Below are essential placement tips for the Eeros devices and a Frequently Asked Questions (FAQ) troubleshooting guide to help you resolve device connection drops, TV programming snags, and wireless dead zones.
Pro Tips for Ideal Eero Mesh Placement
ASTOUND technicians will install your Eero network using an advanced Wifi mapping protocol to maximize its reach throughout each unit. However, it’s by no means 100% perfect, and some residents have reported coverage issues and services like wifi calls dropping frequently. In most cases some minor adjustments could help. In a handful of cases we know that an additional satellite device was needed. Here are some basic tips to consider:
- The 30-Foot Rule: Make sure any secondary Eero satellites (aka beacons) are within 30 feet of your main Eero base router.
- The “Halfway” Strategy: If you have a dead zone in a back bedroom or office, do not place the Eero satellite directly inside that dead zone. Instead, place it halfway between the main Eero base and the area with a poor signal.
- Get It Off the Floor: Make sure your Eero base and satellites are up off the floor. They perform best on top of a cabinet, shelf, or table. Placing them on the floor severely dampens the signal.
- Avoid Interference: Keep routers and satellites clear of heavy obstructions like concrete walls, large mirrors, appliances, metal cabinets, and devices like microwaves or baby monitors.
- For more, visit: ASTOUND Wifi Install Guide.
Frequently Asked Questions & Troubleshooting Internet & WiFi Connectivity
Q: My internet is slow or my devices keep disconnecting. What should I do first?
- Check for building/local outages: Open the MyAstound app on your mobile phone or log into your account via the Astound Customer Support Page to ensure there is no neighborhood service disruption.
- Perform a complete power cycle (Hard Reset): Unplug the power cords from both your ASTOUND modem and your primary Eero base. Wait a full 60 seconds. Plug the modem back in first and wait 2 to 3 minutes for its lights to completely stabilize. Then, plug the Eero router back in.
- If that does not work, you may need to contact Astound Tech Support. Call 1-800-427-8686.
Q: Some of my smart devices (printers, cameras, smart plugs) won’t connect to my Eero network.
- Many older smart-home devices only operate on a 2.4 GHz WiFi frequency, while Eero combines both 2.4 GHz and 5 GHz bands under a single network name.
- The Fix: Open your Eero mobile app, navigate to Settings > Troubleshooting > My device won’t connect, and tap “Temporarily pause 5GHz.” This will pause the 5GHz band for 10 minutes, allowing you to successfully pair your smart device to the 2.4 GHz frequency.
- If that does not work, you may need to contact Astound Tech Support. Call 1-800-427-8686.
Q: How do I securely share my WiFi with visitors without exposing my personal data?
- Open your Eero app and turn on the Guest Network feature. This generates a completely separate network name and password for your guests, protecting your main household devices from external malware and security vulnerabilities. For more about this, Click Here.
Q: I have a “No Signal” or blue/black screen on my television.
- Check the TV Input: Ensure your television is set to the correct HDMI input (e.g., HDMI 1 or HDMI 2) using your TV’s original manufacturer remote control, not the ASTOUND remote.
- Inspect the Physical Cables: Double-check that the fiber line leading from the wall to your Eero router did not come loose. Ensure the HDMI cable connecting the cable box to your TV is securely pushed in on both ends.
- Reboot the Cable Box: Unplug the power cable from the back of the ASTOUND cable box, wait 30 seconds, and plug it back in. Allow 5–10 minutes for the guide and programming to reload.
Q: My TV guide is completely blank, or some of my basic channels are missing?
- This usually occurs when the cable box loses communication with the ASTOUND network grid. Perform the cable box power reboot mentioned above. If channels remain missing, your box may need a refreshing signal sent directly from the provider. Call Astound Support at 1-800-427-8686.
Q: My TV goes blank randomly, and I see a little circle on the screen that looks like it is loading or buffering?
- This too could occur when the cable box loses communication with the ASTOUND network grid. But sometimes this is because your device has received an update. This really should not be occurring for minutes…it should be seconds. If it goes on for longer than one or two minutes, you can try to perform the cable box power reboot mentioned above. If the ‘buffering’ continues, your box may need a refreshing signal sent directly from the provider. Call Astound Support at 1-800-427-8686.
Need Escalated ASTOUND Support?
If these troubleshooting tips do not solve your problem, you can contact Astound 24/7:
- Phone Support: Call 1-800-427-8686
- Online Chat: Access the live digital assistant or agent via the Astound Contact Page
KEEP IN MIND, if your problem ultimately requires a technician to visit, if the problem is ultimately a user issue (for example if they come and find a device unplugged) you will be charged. But technician visits should be complimentary if the problem is determined to be the failure of an Astound device or something else malfunctioning on their end.
