topic Re: OnHub works but doesn't appear in Home app in Apps / Account

OnHub works but doesn't appear in Home app

andy8023 — Thu, 17 Mar 2022 16:03:42 GMT

How can I get the Google Home app to see my OnHub router, network and devices like the old Google Wifi app did?

My OnHub (Asus) router has been working for years and is working now, but the Google Home app on my phone doesn't see it, and in fact doesn't see a network at all. It tells me that the network <SSID> is offline when it is clearly online. It's the only router/wifi point in my house serving multiple devices.

I have bought a new Google Wifi (not Nest) point which is due to arrive today. I thought the Google Home app should be working normally before I add the Google Wifi point to the same network.

Re: OnHub works but doesn't appear in Home app

David_K — Sat, 19 Mar 2022 15:29:05 GMT

Did you migrate your OnHub device to the Google Home app?

Migrate Google Wifi to the Google Home app

Re: OnHub works but doesn't appear in Home app

andy8023 — Sun, 20 Mar 2022 01:34:47 GMT

I did quite a while back before the Wifi app was deprecated. It worked then in the Home app but now the Home app no longer sees it. Is there a way to "re-do" any sort of migration or discovery, or something?

The Home app sees what it thinks is a Nest Wifi (which there isn't) and thinks it's offline. It knows my SSID, but thinks it's offline. It sees my chromecast, but no other devices in the house --Roku, Macbooks, Windows, iPhones, etc. All those devices are using the same SSID with no problems. The light on the OnHub is normal, internet access working just fine.

Re: OnHub works but doesn't appear in Home app

David_K — Sun, 20 Mar 2022 12:38:06 GMT

Did you try resetting it and setting it up again?

Also worth bearing in mind support for OnHub routers is ending in 2022.

Re: OnHub works but doesn't appear in Home app

andy8023 — Sun, 20 Mar 2022 16:55:53 GMT

Frankly I've lost confidence in this app based on what it's showing wifi a nest device that doesn't exist.

I'm replacing it soon so I'm inclined to leave it as is until then to avoid going down a rabbit hole or creating other problems.

Thanks

Re: OnHub works but doesn't appear in Home app

andy8023 — Sun, 20 Mar 2022 16:57:59 GMT

I did try creating a new house in the app but it still wouldn't see the OnHub. I didn't try resetting the OnHub and won't for now.

Thanks again.

Re: OnHub works but doesn't appear in Home app

rpm — Mon, 07 Nov 2022 07:43:56 GMT

Great advice from Google... Network running fine for years, app doesn't see it... reset the network? NO THANKS! Fix your app! If I reset the network and your app still doesn't see it what then? No internet? No thanks.

How about having a webpage like every other router so I don't need an App (or even a phone) to use my device? These actions are Evil Google!

Re: OnHub works but doesn't appear in Home app

Jhonleanmel — Sat, 12 Nov 2022 18:34:48 GMT

Hi rpm,

Since Google OnHub routers were introduced 6 years ago, a lot has changed. In 2022, support for these older devices will end.

To continue using the Google Home app to manage your Wi-Fi network, you’ll need to upgrade to a new Wi-Fi setup. Check this link for more details: Support for OnHub routers ending in 2022

Best,

Mel

Re: OnHub works but doesn't appear in Home app

rpm — Sat, 12 Nov 2022 18:38:27 GMT

Well, my OnHub was provided by Google Fiber... so if it is out of support, then maybe Google should give me a new device.

Re: OnHub works but doesn't appear in Home app

Jhonleanmel — Sun, 13 Nov 2022 17:40:49 GMT

Hi rpm,

Thanks for that detail. You can reach out to Google Fiber support team to check what options you have for your device since it came from them. Here are three ways to do so:

Google Fiber website: https://goo.gle/3aueEYt
Phone call: +1-866-777-7550
Go to Google Fiber support where you can initiate a chat or send an email.

Best,

Mel

Re: OnHub works but doesn't appear in Home app

rpm — Sun, 13 Nov 2022 19:58:49 GMT

Well, they contacted me to replace my Network Box with 2 On Hubs about a year ago. Now I'm suppose to contact them because what they gave me is EOL? I had the Network box for 7+ years. OnHub is working fine other than not appearing on my phone anymore, so I can't change the DNS servers anymore as I now want to. I didn't want to hard-reset it and lose all my other settings, so you advise me to get a totally new device and start over with my setup... after having it for only 1 year. I am very disappointed with everything Google over the past few years, and I was your biggest fan-boy a decade ago. I wish Google went back to not being evil again.

Re: OnHub works but doesn't appear in Home app

Jhonleanmel — Mon, 14 Nov 2022 17:17:10 GMT

Hi rpm,

I understand that this is frustrating. I suggest reaching out to them as Google Fiber Support has the necessary tools to provide other options for you since the device came from their team.

Best,

Mel

Re: OnHub works but doesn't appear in Home app

EmersonB — Thu, 17 Nov 2022 18:23:12 GMT

Hello everyone,

@rpm I'm dropping by to ensure that everything is covered here. I hope that the information sheds some light on the issue. If you have other questions and concerns, feel free to let me know.

I appreciate the help, Mel.

Regards,
Emerson

Re: OnHub works but doesn't appear in Home app

rpm — Thu, 17 Nov 2022 18:28:00 GMT

Not really... it doesn't shed any light on the fact that I can no longer configure my router through Google Home (nor a webpage since your router does not provide one). You should be able to assist me on regaining the ability for Google Home to connect to my router that you gave me less than a year ago, and do so without resetting my router to defaults.

Re: OnHub works but doesn't appear in Home app

EmersonB — Sat, 19 Nov 2022 23:01:21 GMT

Hey rpm,

Thanks for getting back to us and I get what you mean when you say that you wanted to control your OnHub router through Google Home app. To confirm, are you in the US or Canada? Did you receive an email about the EOL of the OnHub this 2022?

Keep us posted.

Thanks,
Emerson

Re: OnHub works but doesn't appear in Home app

rpm — Sun, 20 Nov 2022 01:14:26 GMT

Austin TX, US, OnHub was installed by Google Fiber a year ago. Could be configured via Google Home at the time, but the app wont wont see it anymore. Also internet slows down a lot lately. I did not get any email.

Re: OnHub works but doesn't appear in Home app

AbigailF — Tue, 22 Nov 2022 22:22:35 GMT

Hello rpm,

As you got your device from Google Fiber, you need to reach out to them directly. Their team will be able to give you options regarding your Google OnHub router.

Best,

Abi

Re: OnHub works but doesn't appear in Home app

rpm — Tue, 22 Nov 2022 22:40:10 GMT

Ok. In the future can you please design your routers with a configuration web page (like every other router on the planet) instead of requiring me to use an App that does not work and that you provide no support for. Thanks.

Re: OnHub works but doesn't appear in Home app

AbigailF — Wed, 23 Nov 2022 18:20:59 GMT

Hey rpm,

We appreciate your interest, however, we don't have any news to share about a web-based control for Google Wifi networks. We're always looking for ways to improve and we'll take it as feedback.

I also suggest that you send feedback by following this link. Let me know if you have other questions or concerns, otherwise I’ll be locking this thread after 24 hours.

Cheers,
Abi