Crashing modem

[Ccsandy]

Have been using a google wifi with 8 points   - several of which are Ethernet connected to the hub through a switch.  Also have several TVs and computers and sonos system hardwired as well.  Internet went down last week and we couldn’t get modem to reconnect.  If I disconnect everything from modem it works fine - tech spent 2 hours working on it ) but the minute I plug in the hub or the switch to the modem, internet connection stops.  Since it occurs when I plug in the hub, I’m suspicious that one of the points is bad or sending a power surge.  Could 1st gen have a compatibility issue with Sparklight technology today?  

[AbigailF]

Hey Ccsandy,

Thanks for posting. To confirm, is it a modem router from your Internet Service provider that you’re using? If yes, did they power cycle the modem before connecting your Google Wifi mesh system again? I’ll wait for your reply.

Best,
Abi

[Ccsandy]

Yes obviously we power-cycled modem and router - isn’t that like step one of any troubleshooting? 

[AbigailF]

Hello folks,

@Ccsandy, thanks for the reply. You mentioned that you are using a switch. Is it a managed or unmanaged switch? I suggest using an unmanaged switch if you aren’t. Let us know how it goes.

Appreciate your help here, @LovelyM. 
 

Regards,

Abi

[LovelyM]

Hey Ccsandy, 

Have you tried using an unmamaged switch like Abi suggested? How did it go? Kindly share with us if that did the trick or not so we can try something else.

Kind regards, 
Lovely

[AbigailF]

Hi folks,

@Ccsandy, we haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks for lending a hand, @LovelyM.

Best, 
Abi

[Ccsandy]

Unfortunately  no real benefit posting on here - recommendations to cycle power and use an unmanaged switch are so basic and no real troubleshooting guidance given.  

[AbigailF]

Hey Ccsandy,
 

I understand that you want to skip the basic troubleshooting steps. We’re trying to isolate the issue first and see if the same thing happens when using an unmanaged switch. We usually get feedback wherein using an unmanaged switch works better for Google Wifi devices. Let us know once you’re done trying this step.
 

Regards,
Abi

[AbigailF]

Hello there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Cheers, 
Abi

[AbigailF]

Hi again everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Abi

[Ccsandy]

Clearly there has been no real input into the issue - if all you can say is cycle the power not a whole lot of support given.  Point will connect via mesh but the minute I plug it into Ethernet, the entire internet connection goes down.  Yes it’s an unmanaged switch. I’ve isolated it to a single google wifi point as the others work just fine with Ethernet cable. 

[AbigailF]

Hello there Ccsandy,
 

Thanks for the update and my apologies for the late reply. You mentioned on your initial post that when you plug either the main Google Wifi router or your unmanaged switch directly to your modem, the internet connection stops. If that is the case, it’s possible that the issue is more complex and not just because of the Google Wifi router. Regarding that specific Google Wifi point that doesn’t work, have you also tried doing a factory reset? Try to set it up again and see how it goes.
 

Best,
Abi

[Ccsandy]

Yes I did a factory reset of my entire system - all 8 points - still does it after reset. 

[AbigailF]

Hey Ccsandy,

I'm sorry to hear that you're still having an issue with your Google 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,
Abi

[AbigailF]

Hi there, 

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

Regards, 
Abi

[LovelyM]

Hello Ccsandy, 

We just want to give you a nudge since we haven't received a form from you. Please reply to this thread if you still need assistance so we can give you a helping hand.

Cheers,
Lovely

[LovelyM]

Hi again Ccsandy, 

We haven’t heard any updates from you. I’ll go ahead and lock this thread within 24 hours. If you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Kind regards,
Lovely

[LovelyM]

Hello Ccsandy, 

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 trouble from here, as I would be happy to take a closer look and assist you further.

Cheers, 
Lovely

[LovelyM]

Hi Ccsandy, 

It's me again. Due to inactivity, I'll go ahead and lock this thread in 24 hours. We'd be glad to help you further so if you still need assistance, feel free to start a new thread.

Thanks, 
Lovely