Google nst routers say offline but mesh test says all is great?

[James08]

Exactly always offline on Google home, but wi fi working ok. Have done all factory resets. But to no avail. Frustrated 

[Jhonleanmel]

Hey folks,

Thanks for bringing this to our attention ― let's see what's going on.

To confirm, are you having issues with your connected devices, Bpalmer? Also, are you using an Android or iOS device?

Give these steps a whirl:

• Reinstall your Google Home app and sign in with the same email.
• Restart your phone/tablet.
• If symptoms persist, factory reset your network.

Let us know how it goes.

Best,

Mel

[EdwardT]

Hi folks,

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

[James08]

Thks Edward, but I have tried everything & still all Google nest & wi fi points off line, but with a good connection. I have a nest thermostat on the home app which is no problem along with some lights connected through Wiz. All these work fine am& on line. It seems Google products are the only problem. 🤷🏻‍♂️

[Jhonleanmel]

Hi everyone,

Thanks for the update, @James08. Did you use the same network name and password after factory resetting your network? Also, try signing in the Home app on another phone or tablet.

Keep us posted.

Cheers,

Mel

[James08]

Hi Mel, yes I have done all this. 

[Jhonleanmel]

Hi James08,

Thanks for the effort of doing the steps above. Since your network is working and your devices are still online, I suggest waiting for a software update on the Home app. We don't have any news to share about the update roll-out. Your Home app will automatically receive over-the-air updates about any software-related fix or firmware updates as long as you're connected to the Wi-Fi network. We're always looking for ways to improve and we'll take it as feedback.

I also suggest that you send feedback by following this link. Let me know if you have other questions or concerns, otherwise I’ll be locking this thread after 24 hours.

Best,

Mel

[James08]

Much appreciated Mel. I guess it’s a problem I can live with, but would be great if an update sorted the problem. 
once again thanks for you efforts. 
Kind regards James. 

[Jhonleanmel]

Hi James08,

No problem, you're welcome. Please do not hesitate to reply to this thread if you have other questions or concerns.

Cheers,

Mel

[Jhonleanmel]

Hi James08,

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,
Mel

[Jhonleanmel]

Hi James08,

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

[Jhonleanmel]

Hey folks,

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,
Mel