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Router and Mesh randomly offline

caoimhe
Community Member

I've been dealing with connectivity issues since 9am this morning (Singapore Time Zone) where the router and mesh disconnect randomly. Series of events:

1. 09:15am notification in Google Home app that Mesh has gone offline.

2. 09:20am attempted to restart the mesh network but it didn't succeed.

3. 09:25am attempted to do a full network restart, the router and mesh both went offline and became unreachable. Began reading different Google documentation on troubleshooting and reconnecting the router and mesh to the internet.

4. 09:40am completed a factory reset of the network and attempted to recreate it. During the recreation of the WiFi network I kept getting an error saying "Please check your internet is available".

5. 09:50-10:40am in touch with my ISP trying to resolve the issue and verifying the internet connectivity is working as expected. Able to confirm after extensive triaging that there is no issue on the ISP end.

6. 11:30am the network was able to connect again but only the router was successful in connecting with the app again, the mesh remains offline.

7. 13:00pm received a notification on my phone that the router is offline. 

 

15 REPLIES 15

jasontravelsthe
Community Member

I have the same issue today. Home app says internet is offline however internet is actually connected. Some devices work and some don't

jaggy
Community Member

Same here. Started with notification that one mesh point down, then another and then finally main router offline. All my devices still able to access internet but Home app shows offline. Reboot didnt work. 

BeeYen
Community Member

Hi, same issue this morning. Am using nucleus connect modem and Starhub.

jaggy
Community Member

Main point came back online at 150pm. Had to reboot 2 mesh pucks before they became online as well. Looks like back to normal, for now.

BeeYen
Community Member

My nest was ok but 2 of the Google WiFi router went offline. After some troubleshooting with Google support, 1 of the Google WiFi came online for some reason but the other is still offline one day later. According to Google support, the nucleus connect modem I am using is interfering with my mesh connection and I should speak to my broadband service provider to disable the router (?). I called Starhub. Starhub tech did not have any idea. So I am stuck.

BeeYen
Community Member

The other one came back online after a few days. 

AlexKous
Community Member

Same issue here. Not sure when it started, but only noticed it yesterday.

Went to go check my modem IP and do a bit of port forwarding, and noticed that my main router had gone offline. However I still had internet access, as well as both mesh points were online.

 

I personally believe it may be some form of cyberattack, but nobody quote me on that.

Jeff
Community Specialist
Community Specialist

Hi, everyone.

Right now there is a known issue in the Home app where it's reporting the network as offline when there is still connectivity. For anyone seeing these offline issues, are you able to confirm whether or not you're actually offline, or is the network fully down?

Thanks.

BeeYen
Community Member

Network was not down. Devices were still able to connect.

Jeff
Community Specialist
Community Specialist

Hey, BeeYen.

You're correct. The network itself is not down, but Home is reporting disconnects. That's the bug they're working on fixing right now.

Thanks.

caoimhe
Community Member

Hi, I managed to get my entire home network working again this morning, Google Nest Router and Mesh included. I've written up a quick summary on the issue and what I did to get it working again at home. Perhaps it will help someone: 
https://caoimheharv.notion.site/Google-Nest-Wifi-Disconnecting-Randomly-2722087a0acd432b83a5146eff4d...

BeeYen
Community Member

Re your additional information posted on what the Google Support said. Mine said similar thing when I called them so not sure if they are even looking at it.

Jeff
Community Specialist
Community Specialist

Hi, caoimhe. Thanks for the info. That will definitely help others out with the same issues.

jasontravelsthe, I would wager that your issue is of a different nature. I think you would do best to start up your own thread so you can get the most eyes on it.

If anybody needs anything else, let me know. As the original poster has sorted out their issues, we'll be marking this as resolved soon.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, all.
As we got our resolution here for the original poster, I'm going to mark this one as resolved. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to open up a new thread.
Thanks!

jasontravelsthe
Community Member

So today after the points came back online (after being offline for a few days/week) theyre all offline and then suddenly I've lost internet connection on everything. Anyone else got the same issue?