Google Router - no Internet

[Avaholicorever]

I have had the google mesh system for about two years. Within the last 10 months, it randomly   goes offline and it takes hours or days to reconcile it with an undetermined amount of password resets.

Today it went out, I have factory reset 12 times.

I have disconnected both my modem and the router from power and each other more than 12 times.

Anytime I try to re-establish my wifi network, it tells me the router is not connected to the internet. This is not true.

I can connect the same cat6 cable leaving the router into my computer or into a TPLink router and there are 0 problems.

I even went to the store and bought a brand new Google router and I am having the exact same issue.

I would really love insight into what the defect is with this product. This makes no sense at all.

[Jhonleanmel]

Hi Avaholicorever,

Thanks for posting ― let's get this sorted out.

A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Are you setting up Google Wifi or Google Nest WIfi? Also, do you have Internet from your modem?

Give these steps a try:

1. Make sure that the Ethernet cable is plugged into the globe-icon port on the bottom of your Google Wifi.
2. Inspect the bottom of your main point for the setup network and setup code.
3. Go to your phone's settings, then WiFi. Then check if that same setup network will appear as one of the available WiFi networks your phone can connect to.
4. If already connected, I need you to forget that network and reconnect back.
5. If not yet, I need you to connect to it and use the setup code as the password.
6. Turn off your cellular data and make sure that your Bluetooth and location services are on. Then check if you can still access the Internet while only connected to the setup network.
7. Reinstall your Google Home app.
8. Attempt setup.
9. Try another phone.
10. If the issue persists, factory reset your device.

Let us know how it goes.

Best,

Mel

[Azarco]

Hey there,

Checking back in to see if the troubleshooting shared above helps. Let us know by updating this thread, and the Community will be happy to lend a hand.

Thanks,

Alex

[Azarco]

Hello Avaholicorever,

We want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Regards,

Alex

[Avaholicorever]

I have tried all the steps above at one point or another, including many factory resets, new ethernet cords, and usually it solves it but at some point, be it a month or a day later, the issue occurs again.

I am open to any other suggestions. I have purchased a new modem in hopes it will somehow resolve the issue and will install it tomorrow. I will keep you apprised. I will be using the ARRIS SURFBOARD SB8200 with an xfinity connection. I have been utilizing an older version of the SurfBoard to this point.

[Jhonleanmel]

Hi Avaholicorever,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

[Jhonleanmel]

Hey Avaholicorever,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hi Avaholicorever,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[Avaholicorever]

Hello Mel,

I promise I did not forget, I ended up having other issues with my cable provider and then I had to leave town for a week. I am returning tomorrow, and hope to have an update in the coming days. Appreciate you all keeping this open for me.

[Jhonleanmel]

Hi Avaholicorever,

Thanks for getting back to us. Take your time, I'll be waiting for your update.

Best,
Mel

[EmersonB]

Hi folks,

@Avaholicorever how's it going with your Google router? Were you able to make your Google router work with your new modem?

Keep us posted.

I appreciate the help, Alex and Mel.

Thanks,
Emerson

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[Avaholicorever]

Appreciate your patience.

I still need help, I can confirm I have done all factory resets including removing google home from my phone. I have tried a new modem, I have tried a second google router. It still tells me that there is no internet connection going to the router from the modem. However, if I use a different router it works.

Any insight would be greatly appreciated.

[Jhonleanmel]

Hi Avaholicorever,

Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Jhonleanmel]

Hey Avaholicorever, 

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[Avaholicorever]

I just submitted it!

[Jhonleanmel]

Hey there, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Mel