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Google home devices offline in App

dhiggs74
Community Member

I have just changed my home internet from NBN to Optus 5G using a Nokia Fastmile 5G modem. Everything is working great so far except for all of my Google devices.

I reset all of the devices and connected them to the new network and they are connected to the internet and work  when using voice control but in the Google home App they show as offline when i try to check the settings for each device. Therefore there is no control from the App (my iPhone running the App is connected to the same SSID as the google devices) for any of my devices and I can't setup things like voice recognition etc. However the 3rd party devices such as my TP Link smart switch work fine on the new network. Its only the Google devices (I have Google Mini's, Google Home, and Chromecasts connected all with the same issue.

I tried resetting all the devices and reconnecting on my old NBN modem and everything works perfectly so It seems to be that there is a setting and or issue with the Nokia Fastmile 5G modem that effects the Google devices?

2 ACCEPTED SOLUTIONS

Jbhllnd
Community Member

Mine app is showing my primary as offline even though it is not. There seems to be a problem with the app. I have seen this happen once before after a app update. It took hard power cycling “modem”, wait for it to completely come up, then hard power cycle the primary. That’s what fixed it for me last time. Have not tried it yet for this round

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dhiggs74
Community Member

I found with mine that it was due to my new isp using CGNAT which is apparently common now. The work around for me was turning on local network settings for google in my phone settings. I’m using IOS but I assume android would have something similar. 

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5 REPLIES 5

Mchammer
Community Member

I'm having the exact same issue here, its definitely related to router settings, and I'm really struggling to find any information!

Jbhllnd
Community Member

Mine app is showing my primary as offline even though it is not. There seems to be a problem with the app. I have seen this happen once before after a app update. It took hard power cycling “modem”, wait for it to completely come up, then hard power cycle the primary. That’s what fixed it for me last time. Have not tried it yet for this round

Jbhllnd
Community Member

yes this fixed it again. 

dhiggs74
Community Member

I found with mine that it was due to my new isp using CGNAT which is apparently common now. The work around for me was turning on local network settings for google in my phone settings. I’m using IOS but I assume android would have something similar. 

Jeran
Community Specialist
Community Specialist

Hey there!

It looks like dhiggs74 was able to find out the issue, so I'm locking the thread. As always, feel free to make a new thread if you have any more questions or concerns.

Thank you for your help, Jbhllnd and dhiggs74!

Best regards,
Jeran