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issues with google nest hub saying no internet

vulgarwolf
Community Member

im having issues with a Google nest.

I have 2 extra wifi pods to spread the wifi signal..recently when logging into my google home app it's saying the nest is off-line and no internet.

 

however the google camera is working ...all the devices in the house are connecting yet using google home app it doesn't show any connected

28 REPLIES 28

gatkins
Community Member

Same issue just now, this also occurred last week, only solution I could find was a factory reset of the Google Nest WiFi points.  Pretty bad really

 

previously I could see all devices and limit activity for children at bed time.

now I can't see who is online.

I sorted it last weekend...within a week it's giving the off-line message again

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I'm sorry to hear that you're having issues with accessing your Google Wifi devices on the Google Home app. To isolate the issue, is IPv6 enabled on your Google Home app? If so, please try the following steps:

 

  • Diisable IPv6 or toggle the switch to off.
  • Restart the Google Wifi router by unplugging it.


Let us know how it goes.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

Hi Edward, 

Just checked and 1 Point was offline. Did a power cycle and all Points connected now. Not sure how long it was offline for.

System firmware version: 294928
Cast firmware: 1.54.294928
So all good now.
Thanks for the follow up.

EdwardT
Community Specialist
Community Specialist

Hi Headstrap,

 

Thanks for the update and letting us know the steps that you've done to resolve it. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Headstrap,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

Hi Edward, so far so good! Thanks for checking in. 

EdwardT
Community Specialist
Community Specialist

Hi Headstrap,

 

Thanks for the update. Glad to know that it's working fine.  I will lock this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

 

Thanks,

Edward

Jeff
Community Specialist
Community Specialist

Hi, everyone.
I just wanted to jump in real fast to see if you saw Edward's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you already have IPv6 disabled and are still seeing the issue, let us know and we can investigate other troubleshooting steps.
Thanks.

gatkins
Community Member

same here...  lost all connectivity to the wifi devices and ability to see devices on the nest.
This time restarting the Nest router point fixed all

 

gatkins
Community Member

Gen 1 WiFi points each needed to be restarted
this is becoming tedious Mr Google!

 

DM4121
Community Member

I'm having the exact same issue. 

Read up on this and said to change privacy settings and flick Google cloud settings off and then back on. But when trying to do this it says unable to communicate with the network at this time. Keen to see if someone else can find a solution that works. 

gatkins
Community Member

@DM4121  Just tried your fix re cloud settings...  it let me do that.
But you probably need to resolve the offline issue first.
Try Power cycle each Nest point, if not then you may need to do a factory reset. (nasty business)

gatkins
Community Member

My current software version is
Nest Router:  14150.43.80 
WiFi Point: 1.54.294928

Mars1
Community Member

Having this same issue. I am using Google WiFi original points, including the base point. All points show as offline. All devices across the house are still working fine - multiple TVs, smart lights, computers, phones, etc. Each remote puck is wired back via ethernet to a main switch, there is traffic running through all the connections on the switch. 

Google, please fix this tedious problem. The old WiFi app worked fine, all the issues seem to have started when you migrated the management into the main Home app. 

gatkins
Community Member

Agree This is quite annoying.
App shows "No Internet", All or most Wi-Fi points are offline.
I run a Hybrid mix of Old Gen 1 Puk and new Nest Puks
First time I needed to factory reset the puk, second time just power cycle.

 

DorraJ
Community Member

Same thing happened here as well. Second time in two weeks. First time was resolved by restarting my the Google WiFi router AND my ISP’s broadband modem. Restarting the router alone didn’t help. 
Too disruptive to restart again, will just leave it alone for now. Hope Google can resolve it at their end soon!

romeroc
Community Member

I have had this issue 4

times in two weeks. Tonight I got it back and running for a second and then it went down again. This is NOT my ISP problem. This is COMPLETELT unacceptable and I will never buy a google product again. I have my old standard router waiting to reconnect. So frustrating. You owe me money google! 

Headstrap
Community Member

Same issue with Nest Wifi. The Hub is offline in Google Home app. But internet and all connected devices are working. 2 Points are also online. Restarted network and ISP modem didn't resolve. Glad to see not just me. Haven't tried factory reset yet. Hoping Google will send an update to fix. 

Headstrap
Community Member

Did you try factory reset? I haven't yet. 

Yes. I’ve tried resetting tonight 3 times. 

DorraJ
Community Member

Okay, guess I shan't bother doing factory reset since you've already done it 3 times to no avail.

1st time Power Cycle, of Nest devices and ISP equipment did nothing, I need to do a Factory reset.

2nd time a power cycle of the Google Nest Router point worked. 

DorraJ
Community Member

Sounds like there's no consistency in the pattern then - or there's a myriad of factors that need to be  aligned for it to restore functionality.

Suspect perhaps the ISP just needs to assign a new IP to the router?  i.e. the current IP's traffic somehow gets blocked along the way to Google.

Or maybe certain ISP subnets just don't work well with Google?  i.e. ISP DHCP renews our router's IP  address with a subnet that Google doesn't like.

DorraJ
Community Member

Actually, it seems quite ridiculous that we're only able to manage our own Wifi network when the Google servers are able to access the Google Wifi router in our home network.

Or is it that there's a management service in the router that isn't working because it can't contact the Google servers?

Definitely need a fail safe whereby the app can manage the router even though there is no connectivity back to Google.

DorraJ
Community Member

Oddly enough, I just powered on a device which has been turned off for several months.

Google Home App sends me a notification that a new device just joined the network - but in the App, it still says that the network is still offline... *sigh*

gatkins
Community Member

The app kept sending me e-mails saying my internet was down because it could not talk to the devices (they were all showing offline) whilst I was home.  Other than the Home App everything was working just fine.