Google wifi connectivity issues

[lisa23]

Does anyone know when our Google wifi random goes offline?  This happened now when we leave the house for a few hours and come home to the system be offline.  

I checked the modem via a hardwire connection to my computer and the internet was working fine. I had to unplug the modem and router twice in order to get the system back online.

[DkGerman]

I have the same problem! I’m in plugging my devices every second day almost! 

[lisa23]

have you been able to figure out why it happens?

the first time this happened we actually couldn't get the system back online?  after having our modem reset by our cable provider the google wifi wouldn't connect.  I returned the system to costco where I purchased it and bought a new one.  Now the new one randomly went offline for no reason.  

[DkGerman]

No I can’t figure it out on my end either. I did a lot of factory resets on all my devices. Re-added everything in again, same issue. I’m not sure, if maybe there is a device limit on these things? That’s the only thing I can think of.

[lisa23]

device limit  - do you mean like a certain number of items using the wifi at one time?

[DkGerman]

Yeah- I have about 25 items hooked up to wifi at a time

[lisa23]

I think be might have 10 between wifi and hardwired.  Sure seems like the system should be able to handle it for both of us. 

[Jeff]

Hi, lisa23.

Sorry for the issues you're having with devices disconnecting. That sounds like a really frustrating experience. Let's work on this and get it sorted out. I do have a few questions to help us narrow things down.

• Are the disconnects happening around the same time, or are they entirely random?
• If you don't power cycle or unlplug the router from the modem, will it come back online on its own?
• Do you have any preferred activities set up in the Home app?
• Do you have IPv6 enabled in the WiFi settings of the Home app?

If you have any other info about what's happening, let me know and we can get this worked out.

Thanks.

[lisa23]

Hi Jeff,

• Are the disconnects happening around the same time, or are they entirely random? Yes and no, the last 2 times this happened we were not home.  The times before it happened overnight and the only way I knew about it was from the history in the google home app.
• If you don't power cycle or unlplug the router from the modem, will it come back online on its own? The last 2 times we cycled the power since we needed to get back online.  When it happens at night it seems to come back online by itself. 
• Do you have any preferred activities set up in the Home app? No
• Do you have IPv6 enabled in the WiFi settings of the Home app? I am not sure how can I check for this? 

[Jeff]

Hey, lisa23. Here's how to check the IPv6 setting and change it. If it's turned on, try turning it off for now and checking for differences.

1. Open the Google Home app .
2. Tap Wi-Fi Settings Advanced Networking.
3. Turn on (or off) IPv6.
4. Tap Save .

Thanks,

- Jeff

[lisa23]

IPv6 is not enabled

Should it be?

[Jeff]

Hey, lisa23.

You don't need to enable IPv6. If it's turned off, leave it off as that's the default option. Unless you have a specific need for it, it's best to leave it off. I had you check in case you had turned it on at some point and it might have been causing some issues. We'll keep looking into things.

Thanks,

- Jeff

[Jeff]

Hi again, lisa23.

I know it's been a while, but I wanted to touch base once more. I still haven't received word of a fix on this, but I wanted to see if you were still seeing the issue on your setup. If anything has changed, let me know. Meanwhile, we'll keep looking into things.

Thanks,

- Jeff

[lisa23]

Hi Jeff,

Thanks for the follow up.  When reviewing the history in the google home app, I do see periods where the wifi network was off line but yet it wasn't since were have been online. For example in the app today it says the network came back online after 6 days and 22 hours.  That's impossible. 

We did change our internet service provider 2 weeks ago and since then the notification above shows and one other where the network was offline for 49 min, it was in the middle of the night so unnoticed without reviewing the history. 

Thanks for continuing to look into this for us.  

[Jeff]

Hi again lisa23,

On your last update you mentioned the ISP change and what had been going on there. While I don't have anything new on this, I did want to check in and see if you had seen any changes on your end. If anything is different, either for the better or worse, let me know.

Thanks,

Jeff

[Jeff]

Hi lisa23,

I'm just following up again to see if you were still looking for some help on this. If you're still having troubles, just let me know.

Thanks,

Jeff

[lisa23]

Hi Jeff,

Sorry for the late reply. So far everything has been stable since we changed our ISP at the end of June.  I appreciate you following up. 

[Jeff]

No worries, lisa23. I'm happy to hear it's been stable. Before we mark this as resolved, I'll leave this open for a few days to make sure things stay reliable. If anything goes wrong in the meantime, just let me know.

Thanks,

Jeff

[Jeff]

Hi lisa23,

Now that things have been working for a while, I wanted to check in and see if we're ok to mark this as resolved or to see if there's anything else you might need.

Thanks,

Jeff

[EdwardT]

Hi lisa23,

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

[lisa23]

You can close this out and if we run into any issues I can open a new ticket. 

[EdwardT]

Hi lisa23,

Thanks for the update. I will be locking this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward