My Home Wifi system has been offline since 2 weeks! and Google support are not able to solve the pr

[Ynnoj]

I have been in contact with support via phone and mail and always the same answer, we will contact our specialists and come back to you.

They never do.

Issue no (3-1317000034716

Please; can somebody in the management team help me.

Regards

Jonny Olsson

[olavrb]

What home Wi-Fi system do you have, Google Wifi or Nest Wifi? What ISP do you have, Google Fiber?

This forum is for Google Wifi and Nest Wifi units, which both require you to have a working internet connection to work. So depending on what problem you have, this might not be the right place to request help.

[Ynnoj]

I have Nest Wifi and internet is working for my Apple Airport, I have fiber to the house. Google Nest is for covering a bigger area for solar panels etc.

Advice me then where to request help!! the Google support team are pushing it to experts and say that they will come back. This offline issue I have, I can see more people having a 

[olavrb]

You have both Apple Airport and Nest Wifi? How is this all set up, wired, configured? Sounds like a potential double NAT configuration. More on that:

• https://dongknows.com/double-nat-vs-single-nat/
• https://support.google.com/googlenest/answer/6277579?hl=en

What error do you get from Nest Wifi? What color does the LED show?

---

There's no one place to send this request, many moving parts. Idelly choose one Wi-Fi solution, either Nest Wifi or Apple AirPort. And make sure the ISP equipment is in bridge mode.

[Ynnoj]

Hi, thanks for the effort you give in my problem. The system worked well for two years in parallel until Google Nest did some sort of upgrade during night and after that my system is totally offline and I can not even see it on my Home app.

The color is following the same color pattern  as they where new, Google support confirm that, so no problem with that.

I have also done the reboot by pressing the button in for some minutes and then plug in again without solving the problem.

[olavrb]

No problem.

I see.

I'd still look into avoiding double NAT, and avoid mixing Wi-Fi systems. Doing this right will give you better performance and reliability.

[LovelyM]

Hello everyone,

@olavrb, I appreciate you helping out.

@Ynnoj, thanks for posting. I wanted to check if you still needed help. I see here that a replacement for your Google Wifi point was already processed on the case you provided. Please let me know if you have additional questions or concerns. 

Best,
Lovely

[Ynnoj]

Hi, thanks for reaching out. Yes, they finally sending me replacement🙏🏻😀

Warm regards 

Jonny

[LovelyM]

Hi there Jonny, 

Cool — I appreciate the confirmation! Since replacement was already processed, I'll go ahead and lock this thread in the next 24 hours. If you have new issues, updates or discussion topics, feel free to start a new thread here in the Community.

Cheers,
Lovely