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Eero subscription plan introduced that removes existing features for free users
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Last year I bought an Eero mesh wifi system (there's a sub at r/eero, amazon bought the company 2 years ago), it comes with an advertised app to manage your home wifi network (the app is required to setup the product in the first place). Up until recently all features of the app were free to use here in the UK (in the US they've always had a subscription service that restricted certain features). Since the 5th March however, eero introduced the same subscription model as the US - with 3 tiers (free, eero secure and eero secure ) providing both new features and restricting existing ones to certain tiers, I was never notified by email about the change, I was notified inside the app last week.

Since the app update, existing users like myself have suddenly found themselves unable to use app features such as daily activity history and others. It occurs to me that I bought the product last year with the understanding that these features would be included with my original purchase as it was advertised as such, so I'm just wondering what my rights are, I realise this really isn't an existential issue at all, but it does seem to be unduly unfair on consumers.

As far as I can see on their T&Cs the only relevant commitment they make is to notify users where there are updates of premium options that "incorporate new features or functionality".

Would be interested in anyone's thoughts as consumer law is not an area I'm familiar with, closest thread I've seen on this sort of issue appears to be this.

TL;DR Wifi mesh company Eero recently introduced a subscription model to their app that manages the network, restricting existing promised features at time of purchase to paying subscribers.

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3 years ago