Wi Fi point dead.

[Piney]

My Wifi has been working great for years until yesterday when one of my WiFi points went off-line and wouldn't come back.  I've tried the factory reset of holding button and then plugging it in but I'm getting no lights at all.  Is it recoverable?

[LexLuther]

I am having the same issues.  My wife works from home and I was wondering should I just buy another mesh system.  I saw there was a new update and I was wondering if that is a factor.  

[ccoleary]

I am having the same problem.  Odd that they all occurred at the same time. I have rebooted, reset and tried everything else I could think of.  I'm also  thinking about replacing the system, but this flurry of common complaints makes me wonder if there's a systemic problem.

[Alex_S]

Hi everyone,
 

Thanks for posting — let's get this sorted out.

Piney, are you still using the official power cord that came with your Google Wifi device? Have you tried to plug it into a different wall outlet or use one of the working Google Wifi devices power cords to see if there’s an issue with it?

LexLuther, ccoleary, can you confirm if your devices are also Google Wifi (Gen 1)? If not, what version of Google Wifi device do you have?

Regards,
Alex

[ccoleary]

Devices are Gen 2 and are back up and running. XFINITY needed to reset their gateway and then the mesh worked as before. Took me two calls to my ISP to work this out because, well, XFINITY. Thanks for getting back to me! I’m very grateful!

[Alex_S]

Hi ccoleary,
 

Ah! We’re glad to hear that this has been sorted out. Thanks for sharing your resolution here. If you have other questions or concerns, you know where to find us. We’ll be more than happy to assist you.

Cheers,
Alex

[Piney]

Yes I've done all that per online chat help.  I also swapped cords with a wifi point that is working and still no lights on the problem one.  Seems weird it'd die over night for no reason

[Alex_S]

Hey Piney,
 

Our team would like to take a look at this, could you fill out this form and let us know once you're done.

Best,
Alex

[Piney]

Form sent

[Dan_A]

Hey there Piney,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

Cheers,

Dan

[LexLuther]

Thank you for responding, my router is H2D and my points are H2E, from what I gather those are 2nd Gen.  

[Dan_A]

Hey there LexLuther,

Apologies for the delay. It must have been hard to also experience this kind of behavior. To confirm, what troubleshooting steps have you taken so far? Have you already tried the steps above? If so, how was it?

Looking forward to your response.
 

Best regards,

Dan