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Google WIFI not working

sunilg1973
Community Member

hello,

 

My google WIFI mesh network suddenly stopped working a few days ago.  Following all the steps to get it restarted that they provide on-line but still not resolving the issue.  

I tried contacting the customer service number they provide on the back of the device but there is an automated message saying it is longer in service.  How can I get some support from Google to resolve the problem????

4 REPLIES 4

Astrid1
Community Member

Me too! I've spent the last 2 days trying to get it working, I've reset the modem and the Google nest router so many times! I'm ready to throw it out the window 

 

aperezdeleon
Community Specialist
Community Specialist

Hi there folks,

 

Thanks for reaching out to our community.

 

Surely, being unable to use your Wi-Fi suddenly can be frustrating, but don't worry, we can get it back on track!

 

Could you tell me which light your Google Wifi devices are showing right now? The meaning of these lights depends on your router model, so it would be great if you could let me know which specific model you have.

 

Feel free to check out this article on how to factory reset your Wifi device to make sure you're following the correct steps. It can also help you identify your Wi-Fi device model if you're unsure.

 

Once you perform another factory reset, what lights do you see on your device? Are there any sudden changes in the status lights?

 

Let me know how it goes.

 

Regards,

Angel.

Hi Angel,

 

I followed all the steps and performed a full factory reset of my google wifi devices.  This also resulted in me having to perform factory resets on all my other google home and mini devices.  Everything seemed to be fine, but now things are offline again.  Inconsistent, some wifi points working while others do not.  Even the "test mesh network" function isn't always working.

Please help ASAP as we are struggling to work from home with all this disruption with our wifi connectivity.

Thanks,

Sunil

Hi there sunilg1973,
 
Thanks for the update.
 
Now that you've performed a factory reset on all devices, what color light is showing on your Google router and points?
 
Ensure these points are within 20 to 25 feet of the main Google router. Additionally, ensure there isn't any interference between them.
 
Do you happen to have any other routers in your setup? If not, I suggest contacting your internet service provider to see if you have a router/modem combo. Having two routers can cause some devices to struggle with consistent internet connection.
 
Let me know how it goes.
 
Regards,
Angel.