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Help Please: Google WiFi connectivity issues. It was stable, now unusable.

DKRis
Community Member

Help me get my Google Wifi 3 pack (AC1200) back online, please.  The system has been operating well for many months.   In the last couple of weeks, the wheels have fallen off.    I have devices that cannot connect to the network (spinning, spinning, spinning), mesh tests that fail 100% of the time, wifi points that are requesting to be moved closer to the router.   

My home is 2200 square feet and has 3 levels with Apple TVs in the finished basement and on the 1st floor.   In addition to providing connectivity to iPhones and iPads, keeping the Apple TVs online is mission-critical.   Which is why I purchased the WiFi 3 pack -- I need good wifi connectivity on all 3 floors.

I'm watching this message board, and tried all of the cures suggested, including shutting down and restarting the entire network 3 times.   Yes, I follow procedures exactly.   Nothing has worked -- so I've unplugged the entire system.

At this point, I am operating on a temporary (I hope) single point non-google wifi.   

I want the mesh back online -- What do I do from here?  

Any help is appreciated.

 

11 REPLIES 11

DKRis
Community Member

No recommendations on solutions to getting the Google WiFi back online.    Have I worded the question incorrectly?  Or anything else that I am missing in my request?

Thanks!

Jeff
Community Specialist
Community Specialist

Hey, DKRis.
Sorry for the late response here, but I wanted to check in to see if you were still having this issue and to see if you have done any additional troubleshooting so far. If you still need help, let me know and I'll be happy to work on this with you.
Thanks.

Saul
Community Member

I still have it. 

Jeff
Community Specialist
Community Specialist

Hi, Saul.

Sorry that you're still seeing this issue too. Have you tried any of the recommended troubleshooting steps so far? If so, what have you tried? I'll be happy to pick up where you've left off on troubleshooting and help you sort this out.

Thanks.

Saul
Community Member

I have:

 

1. re-installed Google Home

2. reset network

3. turn off ISP modem (Spectrum)

 

What other recommendations do you have?

Jeff
Community Specialist
Community Specialist

Hi, Saul. Thanks for catching me up on what you've tried so far. I think it might be worth trying a reset of the cloud services connection. I'll put the steps for that below.

Open the Google Home app.

  1. Tap the WiFi icon.

  2. Tap Settings.

  3. Select Privacy settings.

  4. Toggle Nest WiFi cloud services OFF and wait for 30 seconds, then back ON.

Once done, close the Home app and perform a full network restart to ensure that the new settings are in place. To do this, I would recommend doing a power cycle on your network.

  1. Disconnect the power adapter and the Ethernet cable from the Nest WiFi router.

  2. Disconnect the power adapter from the Nest WiFi points.

  3. Disconnect the power adapter from the modem. Allow all devices to stay disconnected from the power for 5 minutes.

  4. Connect the power back to the modem only and wait for it to fully back up. All lights should be lit up before moving to the next step.

  5. After the modem is back online, connect the Ethernet cable back to Nest WiFi router's WAN port (globe symbol port).

  6. Connect the power back to the Nest WiFi router and to the Nest WiFi points. Wait until they're all fully back on.

After running through the steps, see if that clears up your issues. If you're still seeing the same problems, please let me know.

Thanks.

Saul
Community Member

Jeff, unfortunately and as mentioned in another thread when I click on "Privacy Settings" the app hungs..it gets stuck in spinning/loading. 

Jeff
Community Specialist
Community Specialist

Hi, Saul.

I saw that in the other thread, and yes, it's definitely a bit of a roadblock. Have you tried re-installing the Home app itself? 

Jeff
Community Specialist
Community Specialist

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Saul
Community Member

I have the same issue. Did you ever figure this out?

A1exJH
Community Member

I’m having issues too. I cant Toggle Nest WiFi cloud services off when suggested above, it just turns itself back on