Help! Google Support failed to help setup my Google Wifi. Stopped working 3 days ago...

[Irfankhan2000]

I have had the Google Wifi mesh network for 2 years. Suddenly it stopped working 3 days ago.i poured through online fixes, spent 3 hours with multiple Google Support folks and none of them could help me. I used different devices to try to connect on Google Home app, but none would recognize the Google Wifi Router. It would put me in a loop on what type of device I was trying to add and failed to recognize the Google Wifi router even after several factory resets.... 

I am at the my wits end and disappointed that Google cannot help resolve this issue.

[Irfankhan2000]

Google, if you are reading these. None of your agents called back when the call got disconnected. Don't understand why you confirm the phone number when your intention is to never call back if disconnected 

[catheryn]

Hello @Irfankhan2000, 

Thanks for posting in the community. 

I apologize for the inconvenience your Google WiFi may be causing. Also, thanks for the steps you took to make your devices work as expected.

I understand that the main issue seems to be a complete loss of connectivity with your Google WiFi mesh network. Despite trying various troubleshooting steps and seeking help from Google Support, you haven't been able to re-establish the connection.

To provide the best assistance, please share the next:

• Have there been any changes to your internet plan recently?
• Did you get a new modem when you set up your Google WiFi device?
• What is the color of the LED light on the unit?
• Is the setup SSID broadcasting on the unit being set up?
• Did you try to set up the points wirelessly or through a wired connection?

Once I have this information, I can provide tailored troubleshooting steps to help you reestablish the connection.

Regards, 

Catheryn

[Irfankhan2000]

Catheryn,

Thank you so much for reaching out to me. Below are responses to your questions:

To provide the best assistance, please share the next:

Have there been any changes to your internet plan recently? There have been no changes to the internet plan.

Did you get a new modem when you set up your Google WiFi device? I have had the Google wifi setup for 2+ years and last week it stopped working for no reason. I am using my Google Wifi mesh to extend my ISP Router network over two storeys.  So I am connecting my ISP modem/Router to the Google Wifi via Cat5 and trying to make it a router. Then using the other three pucks to extend the mesh network.

What is the color of the LED light on the unit? Its a slow blinking blue LED light.

Is the setup SSID broadcasting on the unit being set up? Yes, when the Google Wifi is setup, it has its own SSID. I also have a separate SSID for the ISP Modem/Router

Did you try to set up the points wirelessly or through a wired connection? I have a 4-pack Google Wifi set. I am using the first one as the Google Wifi router with a wired Cat5 connection from the ISP Modem/Router.  Once I get this working, the plan is to use the other three be part of the Same SSID to extend the network across the house.

Really appreciate all your help! Really hoping to resolve this issue. Just for reference, I live in Doha Qatar now for the past couple years. I bought the Google Wifi pucks in the USA.  Thanks!

Irfan

[catheryn]

Hi @Irfankhan2000,

Thanks for your reply and all the information provided.

Let's try the following steps to resolve the issue:

• Re-enter PPPoE credentials: When prompted, double-check and re-enter your PPPoE credentials. These are often the same as your ISP username and password.
• Power cycle the Wi-Fi device: If re-entering credentials doesn't work, power cycle your Wi-Fi device and try again.
• Avoid Double NAT: If you have an old router, avoid using it during setup. Set up your Wi-Fi device directly with your modem. Once set up, you can unplug the old router.
• Forget nearby networks: Go to Settings > Wi-Fi, select the SSID of your setup network, and forget it. Then, reconnect using the correct credentials.

If these steps don't resolve the issue, please let me know, and we can explore further troubleshooting options.

Thank you,

Catheryn