Google Wi-Fi router stopped working

[olavrb]

It's impossible to help you in any meaningful way if you don't provide more details. What stopped working exactly?

[Adb66]

Hi, well it’s a nest mesh google system with the google router and 2 extra points that I have running off a virgin media modem. The internet stops working and when I look in the google home app the google router is off line, but the other two points are working fine. Now when I turn the google router off and on it starts working for a a few hours but then becomes disconnected. The white line shows all the time what ever. I don’t know whether it’s the modem or the google equipment that is losing connectivity or what is faulty. 

[olavrb]

I'd try to factory reset all Nest Wifi pucks (https://support.google.com/googlenest/answer/6246619?hl=en) and set them up from scratch (https://support.google.com/googlenest/answer/9548301?hl=en).

Also, next time you lose connection with the Nest Wifi router, try to take the ethernet cable going from your modem to the Nest Wifi router WAN port, and put it in a computer and see if you get internet connection.

Could also be smart to ask your ISP if there are any known issues in your area or with your specific setup.

[Adb66]

Thanks I’m going to reset the lot. Which is best, reset in the app or on the router and points?

[olavrb]

Do what's most convenient for you. I'd use the app.

[Jeff]

Hey, Adb66.

Did you try performing that reset? If so, did you see a resolution to your issue, or are things still the same? If you're still needing some help on this, just let us know.

Thanks.

[Adb66]

I haven’t yet as it’s still working just about and I don’t want to reset in case it stops working altogether while my household is dependent on it so I’ll wait for a couple of days more. What I find strange though is that the google home app Wi-Fi section says there in no connection yet most of the time it’s working. Anyway thanks for your help I’ll do the reset soon and then get back to you if it doesn’t sort things out if that’s ok. 

[Jeff]

Sure thing, Abd66. No rush, I just wanted to make sure. When you're ready to move ahead, I'll be happy to jump back in and help.

Thanks.

[Jeff]

Hi, Adb66.

I just wanted to check in real fast to see if you had any updates on your end? If anything has changed, just let me know.

Thanks.

[Adb66]

Thanks , yes I’m going to reset everything tomorrow and set up fresh and hope it all works better. I’ll let you know how it goes. 

[Jeff]

Sounds great, Adb66. Hopefully things work out well.

[Adb66]

Hi Jeff, I have finally managed to reset my google Wi-Fi, but not without difficulty. I had to do it twice because I left the points plugged in and I somehow got the router and a point in the wrong rooms. Second time round it went okay except my third point although could  be found, would not connect what ever I did. So my conclusion is that I have a faulty point. I had a brand new point which I connected in its place and that has worked fine. So at the moment it’s all working as it had before. Hooray! Would one point not working cause the others to fail? Anyway I shall continue to monitor how it goes for now. Thanks. 

[Jeff]

Thanks for that update, Abd66.

One point not working shouldn't affect the others, aside from a smaller coverage area. If it's the same point that fails setup each time, it might be worth contacting support to see if they can help you determine whether or not is has an issue.

Thanks.

[Jeff]

Hi, Abd66.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[Adb66]

Thanks Jeff. Since we last spoke I have got all of the points working just from persevering and now I am very happy to say everything is working as it should with no problems. Thanks for your support and patience. It’s nice to know there is someone to turn to when things go wrong. Thanks. 

[Jeff]

Oh, that's great news, Adb66. Thanks for letting me know things are working for you. I'll go ahead and mark this as resolved, but if you need anything else or anything pops up, please feel free to open up a new thread.

Thanks.