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Google Wifi

akumar
Community Member

I just got the Google Wifi routers (1 hub and 2 satellite routers). I went thru the installation process. I am able to connect to the Hub router. However, the Hub router along with the 2 Satellite routers show offline on the Google Home app. I can see the Hub router on my devices wifi setting but not the satellite routers.

Any help/advice will be appreciated.

50 REPLIES 50

ponyboy3
Community Member

just follow the instructions to reset and repair

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@ponyboy3, thanks for the help!

 

@akumar and Annie163, thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi points. I'd love to know more about this and I have a few questions:

 

  • What's the light status of your Google Wifi points?
  • Did you get any messages during the setup?

To isolate the issue, please try resetting the points and try setting them up again. You can click on this link to learn more about this.

 

Thanks,

Edward

Annie163
Community Member

Everything you have mentioned I have done. , factory reset several times. With no luck. The main router is showing offline each and every time. Yet mesh points are connected and online. Internet fires stop out every now and then. 

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for the response. When you say that the main router is showing offline, is it just on the app or does the light status indicate that it's offline? Also to isolate the issue, could you try changing the DNS: Here's how:

 

  1. Open the Google Home app.
  2. Tap Wi-Fi > Settings > Advanced Networking.
  3. Tap DNS.
  4. Select Custom, then enter 8.8.8.8 and 8.8.4.4.
  5. Tap Save.

Thanks,

Edward

 

 

Annie163
Community Member

Now everything is showing offline in the app. 
 This is now becoming so annoying. 

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for the response. Does the status light of your Google Wifi devices change when it goes offline? Could you try doing a 2 minute power cycle on all of your Google Wifi devices?

 

Thanks,

Edward

Annie163
Community Member

I have done this several times.  I’ve restarted, factory restart, connected all wi do and mesh pints over 5 times now and still no luck.  

Annie163
Community Member

I’ve done this several times. I’ve restarted. Done a factory reset, reconfigured all points and devices and no luck. 

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for the update. Just to clarify, could you still connect your devices to your Google Wifi even if they're showing offline in the app? Also, are you using a modem / router combo?

 

Thanks,

Edward

Annie163
Community Member
Yes, that is correct. I can still connect. But it’s very slow. Slower than it ever has been.
 
Not all devices connect anymore at all times. 
 
I am using a Telstra nbn router. Then the google mesh wifi connects to that to strengthen connection through the home. 

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for the response. Is your Telstra router also broadcasting a Wifi signal? If so, I would suggest reaching out to your ISP to enable bridge mode as in some cases, upstream routers can cause multiple issues that can result in slow speed, such as redirecting DNS, firewall blocking ports, improper port forwarding, double NAT, and preventing communication to Google servers.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

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.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

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,

Edward

Annie163
Community Member

I’m still awaiting a reply to the above. Hopefully in the next day or so I will have someone call me back. I will let you know. 

EdwardT
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for the update. Let us know once you get the chance to reach out to your ISP to enable the bridge mode on your router.

 

Thanks,

Edward

Annie163
Community Member

I’m having the same issue. I have restarted the networks. Paired and repaired all devices and still the main router is showing offline. 

I can’t even connect my door bell now. Please someone help. I’ve tried the call button but it says ball during business hours. I’m in Australia and at 3.30pm no one is available to chat to. 

Jeff
Community Specialist
Community Specialist

Hey Annie163,

 

I just wanted to check in as well and see if you had any luck with your ISP. Has anything changed on your end?


Thanks,

Jeff

Annie163
Community Member

I’m awaiting a new modem being sent out and will see if that is the issue

Jeff
Community Specialist
Community Specialist

Thanks for letting me know, Annie163. We'll keep this open so that you can get the modem installed and try things out. Just let us know when you get a chance and we can pick things up then.

 

Thanks,

Jeff

Annie163
Community Member

Unfortunately no success. But only is it the router showing offline, but all google devices connected drop out more than before. Nothing seems to work as well as it did previously 

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@Jeff, thanks for the helpful responses.

@Annie163, thanks for getting back to us and sorry for the delay. Chiming in to make sure everything is good here.

 

To confirm, did you factory reset your network and setup with your new modem from your ISP?

 

Keep us posted.

 

Best,

Mel

As mentioned in my previous reply. It has not changed anything with the router showing offline. It still shows offline and continues to drop out. 

I’d  like to know what options are ahead

Jhonleanmel
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for getting back to us.

 

The software update is rolling out now. It goes out in waves to devices and everyone will have it within the next 1-2 weeks. It really could land any day and you won't need to do anything to receive the update, it will download and install automatically for you. If you have other questions, let me know.

 

Thanks,
Mel

So what happens if the same issue happens in 1-2 weeks?? This has already gone on for over a month. Together with over two weeks of this messaging back and forth. 

Frustration set in weeks ago. 

Jhonleanmel
Community Specialist
Community Specialist

Hi Annie163,

 

I'm sorry about this, I understand this has been frustrating for you. For now, I suggest waiting for the firmware update.

 

If this happens again after the update is installed on your device, please let us know so we can help out.

 

Thanks,

Mel

I feel that this is of no interest to anyone at Google. It seems no one is interested in “fixing” the issue. It’s questions after question after question. 

now I’m being asked to wait until the update rolls out. Absolutely ridiculous. All I want is a system that works. I cannot run an effective business with internet that currently drops out for no apparent reason other than “an update will be out on the next 1-2 weeks” 

 

Do I need to take this further than this chat??? Because I don’t feel I’m being “heard” properly

Jhonleanmel
Community Specialist
Community Specialist

Hi Annie163,

 

I'm sorry that you feel that way. I assure you your feedback is important to us and we are dedicated in making sure you get the best our of your device which is why our team is rolling out the firmware update to make sure your devices are performing as expected.

 

Thanks for your patience.

 

Regards,

Mel

Hi Annie163,


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

Until the offline mode is fixed it isn’t fixed at all. Let’s see how this supposed update goes. But I have a feeling we will be the same position. 

Jhonleanmel
Community Specialist
Community Specialist

Hi Annie163,

 

Thanks for getting back to us. I suggest waiting for the firmware update.

 

Best,

Mel

Hi Annie163,

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

Regards, 
Mel

Hi Annie163,

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.

Best, 
Mel

You have to be joking??!!!  I have replied to each and every reply you’ve had for me. This has been going on for weeks. All I want is a router that is online and stops dropping out. 

Not once out of all the troubleshooting you have given me has worked. Not you want me to wait for an update. Which to me will also do absolutely nothing and I am in no different position to what I am now. 

I’d like a SOLUTION to the issue I’m having. Surely there has to be an option of a replacement router. All other points are online but as I have said numerous times they keep dropping out. 

Jhonleanmel
Community Specialist
Community Specialist

Hi Annie163,

Thanks for getting back to us 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

JenniferV
Community Specialist
Community Specialist

Hello there Annie163, 

 

We haven't received your form. We're you able to fill it out?

 

akumar, how's it going? Do you still need help?

 

Thanks for the help here, ponyboy3, Edward, Jeff, and Mel.

 

Regards,

Jennifer

Jhonleanmel
Community Specialist
Community Specialist

Hey there, 

@Annie163, checking back in — have you had the chance to fill out the form?

Best, 
Mel

Still awaiting a reply. Form has been filled out. 

Jeff
Community Specialist
Community Specialist

Thanks for the update, Annie163. Someone from support will be in touch with you to continue helping you out with your case. Once you're in contact with support, they'll take over until you find a resolution. Definitely feel free to let us know if you don't see that contact come through. They'll reach out to the email address you provided.


Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi Annie163,

 

I just wanted to check in and see if you managed to connect with support. Let me know if you haven't been able to yet.


Thanks,

Jeff