App shows wifi router offline, but speedtest on computer is fine

[kmarieh]

We have had our two dots for a couple of years. Today, due to a power outage, our wifi speed dropped so I unplugged everything and replugged everything - ran a speedtest  and meshtest in the app, and numbers were fine. Now we still are getting fine connectivity, demonstrated by speedtests run on our devices, but the app shows our main wifi router as being offline. I thought it might be a problem with the app, so I uninstalled and installed it again. No change. I cannot use the app for any diagnostics because of this. Anyone know what I should try next?

[Juzdu · Accepted solution]

I'm guessing, but the power cycle on your wifi devices may have resulted in them getting the newly-released firmware upgrade, which may be causing some issues, as per this thread: https://www.googlenestcommunity.com/t5/Nest-Wifi/Offline-but-not/td-p/138010

I'd suggest getting on to Nest Wifi support asap to see if they can help: https://support.google.com/googlenest/gethelp

[Jeff]

Hi, kmarieh.
I just wanted to jump in real fast to see if you saw Juzdu's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.
Thanks.

[kmarieh]

I contacted support as Juzdu suggested. All better now!

[Jeff]

Thanks for the update, kmarieh!

I'm happy to hear it all worked out with support. I just want to follow up and see if there's anything else you needed before I mark this as resolved. If there's more you need, just let me know.

Thanks.

[Jeff]

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.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks