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Internet keeps going down

Marge
Community Member

My google internet keeps disconnecting from the the internet. Google says it’s a known problem with no solution. They have been out twice in the last 2 days. They completely changed the equipment. They put in new stuff google guy said I might have to keep changing out equipment until one day maybe it stops or go down to a slower speed which I’m not willing to do. Help!

10 REPLIES 10

Jeff
Community Specialist
Community Specialist

Hi Marge,

 

I wanted to jump in and see if I can help you get this sorted out. Can you check a few things for me to get us pointed in the right direction for some troubleshooting steps?

  • Do you have IPv6 enabled in your advanced networking settings in the Home app? If so, try disabling it.
  • When you run a mesh test, what are the results for the connection strength on your WiFi points?
  • Do you have a case ID number that support gave you? If so, can you share it with me?

I'll be happy to help you figure out what's happening here. I look forward to your reply.

 

Thanks,

Jeff

m4tm0
Community Member

I'm having the same issue! IPv6 is disabled on my wifi points.

Jhonleanmel
Community Specialist
Community Specialist

Hey there,

Thanks for the help, @Jeff
@m4tm0 and @Marge, are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

Give these steps a try:
 

  1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
  2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  3. Remove any special characters in your network name and password.
  4. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  5. Unplug the power from your Google Wifi devices for 2 minutes.
  6. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

Hi, 

Yes my modem is a router combo but I put it in bridge mode to prevent double NAT issues.
I tried setting the custom DNS to 8.8.8.8 and 8.8.4.4 and still the same issue.

I will try next :

  • Resetting my modem to factory settings and reconfiguring and see if it helps.
  • Unplugging all my wifi points

Everything seems to happen since the 14150.376.32 update in september. Wifi still works but Internet is unreachable.

Additional network information : 
3 points, all wired.

  • Router model is NLS-1304-25
  • Access point 1 model (garage) : GJ2CQ
  • Access point 2 model (kitchen) :  NLS-1304-25

Regards,



 

m4tm0
Community Member

@Jhonleanmel 

My modem/router combo is in bridge mode to prevent double NAT issues.
I factory resetted it. ISP says my modem looks fine on their side.

However, the issue is still happening,
I will try factory resetting my Google WiFi network and let you know if that worked.

Regards,

Jhonleanmel
Community Specialist
Community Specialist

Hi m4tm0,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

Hey m4tm0,

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

Hi, 

After factory resetting, it seems everything is stable. 

Regards,

Jhonleanmel
Community Specialist
Community Specialist

Hey m4tm0, 

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel

Dan_A
Community Specialist
Community Specialist

Hi m4tm0,

 

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 need assistance or want to discuss topics regarding your Google WiFi, feel free to start a new thread.

 

Regards,

Dan