"I can't reach the internet right now" with Google Max Speakers

[neilgd72]

Hi,

I have 2 paired Google Max speakers, on a mesh network (Eero). Periodically (every day) they give the error "I can't reach the internet right now, check your modem or router connections and try again". The internet connection is fine - all other devices, including Google Mini speakers, work no problem. Also, the Eero software shows the Max speakers connected, with IP addresses and so on (although the 2 speakers are connecting to different access point).

I have tried rebooting and resetting. This works for a while but then they stop working again.

Any ideas? The firmware version is 1.56.264660

Thanks!

[Ashepherdson]

I have seen this with band steering on mesh networks before.  I would suggest just quickly rebooting your eero system (not a factory reset just a simple power cycle) and seeing if that clears up this issue.  It would also be good to double check if band steering is in fact on because that could be causing it as well.

[neilgd72]

@Ashepherdson - thank you for the reply! I'm loathe to reboot the Eero system for various reasons. I have rebooted it several times in the past though and it hasn't worked. Rebooting the speakers solves the issue temporarily. Both speakers are still on separate wi-fi points, and different bands (one 2.4 GHz and one 5 GHz) but it's now working. Although it will stop working soon, I'm sure. Band steering is switched off.

[neilgd72]

P.S. There was an issue on the google support forums with hundreds of replies about this issue, but the link no longer works (https://support.google.com/googlenest/thread/1408816?hl=en-GB)

[Ashepherdson]

That original post is from 2019 so not sure how relevant it is now.  Saying this, a simple power cycle on your eero system causing issues is a big concern, as let's face it, every router from every company needs to be cycled once in a while to clear out any latent issues.  

How old are the hubs?  It's possible (but unlikely) that they are faulty.  One device going bad I can see, but both would be very rare.  

[neilgd72]

They are a little over 2 years old. I have rebooted the Eeros several times over the past few weeks, and the problem has persisted.

[Jake]

Hey all,

I wanted to check in and see if you are still in need of any help? Please let me know, as I would be happy to assist.

Best regards,
Jake

[Jake]

Hey all,

I wanted to check in and ensure everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[scotts]

thanks Jake, the answer is "NO."

I have 7 google speakers of various sizes and shapes in my house.  The Max is the only one with this issue, and it happens every week.  The last time it happened was last night when I was in bed and wanted to turn off the lights.

what can I do about it?

[Jake]

Hey scotts,

I am sorry to hear you are still having an issue with your larger speaker. I would be happy to help out. Do you mind me asking what troubleshooting steps you have already tried with the device? 

Best regards,

Jake

[Jake]

Hey all,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey all,

I wanted to follow up, and ensure you are in contact with our Team. Please let me know once the form has been filled out, as I would be happy to review.

Best regards,

Jake

[Jake]

Hey all,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are having trouble getting in contact with our Team, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

[S_Hunter]

I have a very similar issue. I have 2 nest minis, a hub max, chrome audio and nest speaker speaker all grouped. Previously with old Netgear router I never had a problem. Now with 3  eeros they have intermittent drop outs. The Hub max randomly displays no WiFi connection even though it's fine and when playing music it may drop out from one of the speakers.

When I look into the eero app it always seems to be when the affected speaker is on 5ghz and all the others are on 2.4ghz. Also it may be connected to the eero in the other room. I've tried power cycling everything and even contacted eero but wasn't much help. I'm not sure if the speakers are at fault or eeros but close to changing back to normal router.

[Ashepherdson]

I mean, the simple answer is:  If it never happened with the other router and is happening with the Eero, then yes the issue is the erro.  Now saying this, I am not saying the Eero router won't work, but there is probably a setting that is causing this issue.  Not owning an Eero myself I cant help too far, but I did search and see that this is a common issue with smart devices (not just google ones) https://community.eero.com/t/q6hzdhg/wireless-device-in-same-room-as-eero-keeps-dropping

Can you try disabling 5ghz and see if things remain stable? 

[scotts]

I'm having this same issue.  Was there ever a resolution?
I have multiple Google speaker devices, and ONLY the big one has this problem.  It's multiple times a week with no other changes or reboots to my wifi.

[10degrees]

Hey.. did you get anywhere with this? I'm now having the same issue - I've had 2 x Google Home Minis suddenly start to exhibit this issue.... I know the unit is not at fault as I have renamed my VirginMedia router wifi to my usual home wifi SSID, Mini connects fine. It's only when attempting a connect to Google Wifi that I see this issue.

[S_Hunter]

I believe its Mesh wifi that causes the issue, so Eeros, Google Wifi etc.   I have since bought a TP-Link router and all speakers work perfectly and never had an issue since.    Mesh Wifi is great and very user friendly however there strength is there weakness.     There strength is they do everything for you.....there weakness is, they do everything for you!  They remove so many basic options like being able to split out the channels.  As i mentioned, whenever I had the problem one speaker would always be on a 5Ghz when all others were on 2.4Ghz or one speaker would be connected to a different Eero.    If you could force devices to connect to just one device and/or be able to split out the channels I believe it would sort the issue.   

[phamine]

I have the same issue with a Google Nest speaker and Home speaker.

I'm running an eero 6 on a Mesh network.

The fix:

I had to turn off 5 ghz band and use a 2.4 ghz band to get the speaker to connect. Periodically, it works disconnect and I would have to do the same thing with the eeros.

I think like someone else mentioned, it's an issue with the mesh network

[10degrees]

Yeah I get this with Minis. They lose connection to the network (Google wifi........) then on restart, cannot find network, reset, can't even get through the **bleep** setup routine. 

[10degrees]

the bleep was "d. a . m . n" - not that bad surely.