Troubleshoot your Google Fiber internet & Wi-Fi service

Step 1: Check for an internet service outage

Check for an internet outage or sign in to your Google Fiber Account

Check for an outage via the Fiber Outage Search Page

1. Search for an internet outage in your area

2. Enter your street address

3. Select "Check status" to see if there are any known outages in your area

Check for an outage by signing in to your Fiber account

A message at the top of your Fiber Account page will let you know if you’re experiencing a network outage or other known service disruption.

1. Sign in to your Fiber Account using the email address and password you used when you originally signed up for Fiber or go the Google Fiber app.

Having trouble signing in to your Fiber account? Recover your password or use our sign-in troubleshooter to solve this issue.

2. Check for an alert at the top of the page about an internet outage affecting your Google Fiber service.

Step 2: Verify that your account is in good standing

You can view and pay your outstanding balance at any time within your account.

Update your payment methods

Since we automatically bill you each month, there’s no need to sign in every time to make a payment. Within your account, you can assign a new payment method, use a prepaid debit card or add a back-up payment method.

Pay your outstanding balance

There are a few instances where you’ll have an outstanding balance, such as when we charge an expired credit card or a prepaid card with insufficient funds. To ensure your account is in good standing, you can update your payment method. Updating your payment method initiates an automatic charge on the new payment method for the full balance you owe.

While we're not able to move your bill's due date or remove automatic billing from your account, you can make a manual payment at any time. 

For more information about Fiber billing, please visit the Manage your billing and payments section of the Help Center.

Step 3: Troubleshoot your Fiber Jack

Your Fiber Jack is where Google Fiber's fiber optic signal comes into your home. For most customers, this will be a small white box attached to the wall, and you'll have a separate wireless router that plugs into the Fiber Jack via an ethernet cable. Refer to the video below for more detailed instructions.

If you have Google Fiber's 2 Gig-capable Multi-Gig Router, you will not have a separate Fiber Jack, but you can use the internet LED  on the router to check your connection status.

Manually check and reset your Fiber Jack

If your Fiber Jack has 1 light, it should be solid blue.

GFLT100, GFLT110, or GFLT300

GFLT100

This model is referred to as FJ 1.0. It has been discontinued but some customers may still have FJ 1.0 if they have not upgraded to FJ 2.0. 

Device Details:

• Measures ~55 mm wide by 70 mm tall.
• The LED indicator is on the front of the device in the upper-right corner.
• The ethernet port, reset button, and power adapter port are on the top of the FJ, from left to right, respectively.
• The optical connection port is on the bottom of the device.

GFLT110 

This model is referred to as FJ 2.0. It is currently the standard for new installations for Google Fiber.

Device Details:

• Measures ~55 mm wide by 70 mm tall.
• The LED indicator is on the front of the device in the upper-right corner.
• The ethernet port, reset button, and power adapter port are on the top of the FJ, from left to right, respectively.
• The optical connection port is on the bottom of the device.

GFLT300

This model is capable of Power over ethernet (POE). It is used by customers in San Antonio.

Device Details

• Measures 104 mm x by 147 mm x 33.4mm
• The LED indicator is on the front of the device above the Google Fiber label.
• The optical connection port, power adapter port, PoE, and reset pin are on the side of the FJ, from left to right, respectively.

Click the GFLT100, GFLT110, or GFLT300 headline directly above to view images of these Fiber Jack models, and use the following information to check the LED light status. 

Light Status	Cause	Action
Solid red	Powering up or trying to connect to the network	Wait for the process to complete. If the LED doesn't advance to solid blue within 2 minutes, powercycle the device.
Pulsing red	Connecting to the network	Wait for the process to complete. If the LED doesn't advance to solid blue within 2 minutes, powercycle the device.
Pulsing blue	Upgrading device firmware	Wait for the process to complete. Your service will continue to work during this time, but there may be a brief outage when the device restarts to complete the upgrade. (Firmware updates are usually scheduled in the middle of the night.)
Solid blue	The device is connected to the network and online.	No action required.
No light	No power	If the device is fitted with a power cable, check the cable and the outlet to be sure it has power. If the device has no power cable, check the ethernet cable connections and power to the Network Box.

If your Fiber Jack has 4 lights, the Optical light should be solid green. 

Fiber Jack (GFLT100, GFLT110, GFLT300, GFLT132, GOGP220C, GOGP222C, and GOXP330C) product info can be found here.

Model GFLT132 is shown below.

Power LED:

Light Status	Cause	Action
Solid green	Powered on	No action required.
No light	Power off	Remove the bottom cover and make sure that the power button is depressed. Unplug your Fiber Jack from its power source. Then, unplug your Fiber Jack's ethernet cable from the device it's connected to. Wait 30 seconds, and plug the ethernet cord back in. Then reconnect your Fiber Jack to the power source. Wait three minutes for the Fiber Jack to begin working again.

Alarm LED:

Light Status	Cause	Action
No light	No issues detected	No action required.
Red light	Loss of signal	Unplug your Fiber Jack from its power source (which depending on your setup, could be a power outlet, ethernet cord plugged into a router, or an ethernet cord plugged into a port in a wall plate.) Then, unplug your Fiber Jack's ethernet cable from the device it's connected to. Wait 30 seconds, and plug the ethernet cord back in. Then reconnect your Fiber Jack to the power source. Wait three minutes for the Fiber Jack to begin working again.

Optical LED:

Light Status	Cause	Action
Pulsing green	Starting up	No action required.
Solid green	Successfully connected and authenticated	No action required.
No light or will not stop pulsing green	No optical connection or Fiber Jack is ranged but not authenticated.	Unplug your Fiber Jack from its power source (which depending on your setup, could be a power outlet, ethernet cord plugged into a router, or an ethernet cord plugged into a port in a wall plate.) Then, unplug your Fiber Jack's ethernet cable from the device it's connected to. Wait 30 seconds, and plug the ethernet cord back in. Then reconnect your Fiber Jack to the power source. Wait three minutes for the Fiber Jack to begin working again.

Network LED:

Light Status	Cause	Action
Pulsing green	Traffic is passing successfully	No action required.
Solid green	A device is connected but not passing traffic.	Unplug your Fiber Jack from its power source (which depending on your setup, could be a power outlet, ethernet cord plugged into a router, or an ethernet cord plugged into a port in a wall plate.) Then, unplug your Fiber Jack's ethernet cable from the device it's connected to. Wait 30 seconds, and plug the ethernet cord back in. Then reconnect your Fiber Jack to the power source. Wait three minutes for the Fiber Jack to begin working again.
No light	LAN Port is not connected to a device	Make sure that the ethernet cable is securely connected.

If you are using Google Fiber's 2 Gig-capable Multi-Gig Router, the internet light  should be solid blue.

(Model GFRG300)

Power LED:

Light status	Cause	Action
No light	No power	Unplug and reset the router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Purple	Powering up or trying to connect to the network	Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Solid blue	Device is connected to the network and online	No action required.

internet LED:

Light Status	Cause	Action
Purple	Powering up or trying to connect to the network	Unplug and reset the router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Solid red	Searching for uplink connection	Unplug and reset the router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Pulsing red	Connection issue	Unplug and reset the router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Pulsing blue	Retrieving DHCP IP (connecting)	Wait 2-3 minutes for the power, internet and Wi-Fi LEDs to turn to solid blue
Solid blue	Device is connected to the network and online (talking to ACS)	No action required.

Wi-Fi LED:

Light status	Cause	Action
Solid blue	Wi-Fi is on	Your Wi-Fi is on, and you should be able to connect. If you cannot connect to your Wi-Fi network, make sure that you are using the correct Wi-Fi name (SSID) and password. You can verify or change your Wi-Fi name & password by signing in to your Google Fiber Accountor by accessing the Google Fiber app.
No light	Wi-Fi is off	Click here to turn on your Wi-Fi signal.

Step 4: Troubleshoot your router

Network Box

 

1. If none of your devices are able to connect to the internet

Check the color of the LED light on the Network Box

Light Status	Meaning
Solid blue	Great! The device is connected to the network and is online. This is the intended behavior.
Slow pulsing blue	Connected to the network or upgrading device firmware
Fast pulsing blue	Connected to the network but unable to reach Google Fiber servers
Pulsing red	Disconnected from the network
Solid red	Hardware failure
No light	No power

Unplug and reset your Network Box

1. Unplug its power cord.
2. Wait at least 10 seconds.
3. Plug the power cord back into the device.
4. Wait 2-3 minutes for the LED to turn to solid blue.
5. Verify that you can see the Network Box's Wi-Fi Network Name (SSID) and that the device(s) you are using is connected to the correct Wi-Fi Name and Password.

You can change your Wi-Fi network name (SSID) or password at any time. When you change your network name or password, you'll need to reconnect any wireless devices on your Wi-Fi network using the new name and/or password.

 CHANGE WI-FI INFO

If you're still having trouble after following the steps above, please contact Google Fiber customer support.

2. If only one of your devices is unable to connect to the internet

• Verify that you can see the Network Box’s Wi-Fi Network Name (SSID) and that the device you are using is connected to the correct Wi-Fi Name and Password.
• If possible, connect the device directly to your Network Box using an ethernet cable.
• If only 1 device is not connecting, the issue is more than likely with that device.
• Please contact the device manufacturer’s customer service team before contacting Google Fiber so that we can rule out any device specific issues.

3. If your internet is slower than expected

Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at once. When you connect using Wi-Fi, you won't reach maximum internet speeds from your plan, but you can expect faster speeds than you would with other types of wireless access. It's normal for the speeds you receive to be lower than those listed on this page. Your real-world speeds depend on a variety of factors that affect your internet, including the Google Fiber equipment you have, the devices you use (such as age/models, locations relative to your router and number) and the 802.11 Wi-Fi version your device uses.

Run a Speed Test

• Go to speedtest.net and click the go button to start the test.

If troubleshooting on a mobile device, please use the speedtest.net app or visit fiber.google.com/speedtest

• See how your speed compares to the Maximum internet speeds on Google Fiber

 

Download the Ookla Speed Test App (opens in a new tab) to perform an accurate speed test.

If you have pop-ups blocked, the speed test may not appear when you click the speed test link. If this occurs, unblock pop-ups temporarily to display the speed test page.  

Refer to the Ookla SpeedTest Desktop App Help Center article for additional details regarding how to run the test.

All hardwired speed tests should be conducted using the 10G LAN port on the back of the GFRG300 (or direct to the ONT); this is the silver multi-gig ethernet port on the back of the router. 

It is the ONLY MULTIGIG LAN PORT. 

 

Mobile Devices (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	500 Mbps
2013-present	802.11ac	180 Mbps-390 Mbps
2011-2012	802.11n	90 Mbps
2007-2010	802.11n	32 Mbps-90 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	700 Mbps
2013-present	802.11ac	195 Mbps- 585 Mbps
2011-2012	802.11n	180 Mbps-270 Mbps
2007-2010	802.11n	90 Mbps-180 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (ethernet or USB adapter to ethernet)

This section describes the maximum expected speeds based on real-world conditions. The most important factors in determining wired connection (ethernet) speeds are:

• Is your computer capable of gigabit speeds? True for most computers manufactured after 2009
• Does your computer have an ethernet connector? Most recent laptops don't have one; they require a USB to ethernet adapter
• If your computer requires a USB to ethernet adapter, is your computer capable of USB 3.0? True for many computers made after 2013

Most computers manufactured after 2009 are capable of a 100 Mbps speeds when connected using an ethernet cable. Older devices may have outdated network adapters that will limit your internet speed.

Release date	How is ethernet connected?	Maximum possible speed
2016 or later	2.5GBASE-T or higher ethernet adapter	2000* Mbps *only with Google Fiber 2 Gig plan
2010 or later	ethernet connector	930 Mbps
2010-2014	USB 2.0 to ethernet adapter	400 Mbps
2015 or later	USB 3.0 to ethernet adapter	930 Mbps
2009 or earlier	ethernet connector	100 Mbps

4. If connecting via Wi-Fi, make sure that your device (phone or computer) is connected to the 5 GHz band.

See Wi-Fi frequencies and signal strength for more detail.

• You should be able to check this in your device’s Wi-Fi settings.
• You can split your Wi-Fi Network Name (SSID) into two separate networks in your account settings.
• Click here for other tips on how to Improve your Wi-Fi speeds
• If your speeds are still slower than expected after following the steps above, contact Google Fiber customer support.

Google Wifi

1. Check the color of the LED light on the main Google Wifi point (connected to the Fiber Jack)

Color	What it means	What to do
No light	Wifi point has no power or the light was turned off in the app.	Check that the power cable is properly connected to your Wifi point and a working wall outlet. If your Wifi point is already set up and the light is off, check your light brightness settings in the app.  If there's still no light, contact Google Wifi customer support.
Solid white	Wifi point is online and all is well	You're online. Enjoy!
Pulsing blue	Wifi point is ready for setup	Set up the Wifi point in app. The light will turn solid white once the Wifi point is online.
Solid blue	Wifi point is factory resetting itself	This can take up to 10 minutes. When it's done, the Wifi point will reset itself and start pulsing blue, letting you know it's ready for setup.
Pulsing orange	Wifi point has no internet connection	Check that the ethernet cable is properly connected to your primary Wifi point and modem. Learn more about fixing network errors.
Pulsing red	Wifi point has an issue	Factory resetthe Wifi point. If it continues to pulse red, contact Google Wifi customer support

Refer to Google Wifi Help for additional information.

2. Check the Google Home app’s Network Insights

• When an issue with the network is identified by Google Wifi devices, you will have an insight card in your Google Home feed letting you know there may be a problem.
• Open the Google Home app and check your Feed which is at the bottom right corner of the home screen.
• Check for Network Insight messages.

Examples of Network Insight Messages

Ethernet connection is limiting your network speed

This insight is shown when a speed test has been performed recently in which the link speed of the network was 100 Mbps or lower, and a point’s speed was 90% or less than the speed of their primary point. This likely means that there is an issue with the ethernet cables, connection, or other networking equipment.

1. Check if the ethernet ports/cables are loose and/or damaged in any way, and refer to the Fiber Space for replacement if necessary. 

Note: Fiber Space locations are not available in all markets. 

Slow internet speeds - internet service providers (ISP)

You will receive this alert when Google Wifi determines that their internet requests are taking longer to complete than expected. 

1. Test your connection plugged directly into the Fiber Jack.
2. If speeds are as expected, proceed with other troubleshooting steps as needed. Otherwise, contact customer support to schedule a repair appointment.

 

Slow internet speeds - Network congestion

You will receive this alert when Google Wifi detects your internet connection is slow due to congestion or a lack of bandwidth. This means there may be a device on the network using excessive bandwidth (Gaming/Google Photos back-up, etc.) or that there is too much network congestion.

1. Check if there are any third party routers on your network and disable them.
2. If there are no other networking devices connected, powercycle your Google Wifi devices, starting with the primary point. If speeds do not improve after a powercycle, try factory resetting the devices. 

3. If only one of your devices is unable to connect to the internet

• Verify that you can see the Google Wifi Network Name (SSID) and that the device you are using is connected to the correct Wi-Fi Name and Password.
• If only 1 device is not connecting, the issue is more than likely with that device.
• Please contact the device manufacturer’s customer service team before contacting Google Fiber so that we can rule out any device specific issues.

4. If no devices are able to connect to the internet

Verify that you are connecting using the correct Wi-Fi Name (SSID) and password

            i. To update your Wi-Fi name:

                1. Open the Google Home app .

                2. Tap Wi-Fi  Settings .

            ii. To update your Wi-Fi password:

                1. Open the Google Home app .

                2. Tap Wi-Fi   Show password.

                3. Tap Edit .

Powercycle all Google Wifi points as well as your Fiber Jack

1. Disconnect power from the Fiber Jack.
2. Disconnect ethernet cable and power from the main Google Wifi point (connected to the Fiber Jack).
3. Disconnect power from the mesh point(s). 
4. Leave them all unplugged for one minute.
5. Connect the power to the Fiber Jack and allow the Fiber Jack to power on fully before proceeding.  This can take up to three minutes. (see Fiber Jack model specific power cycling instructions above if needed).
6. Reconnect the power and the ethernet cables back to the main Google Wifi point, making sure that the ethernet cable coming from the Fiber Jack is going into the WAN port on the Google Wifi (looks like a little globe symbol). Wait until it’s fully back online.

   Try to get online

1.  If your service has been restored, reconnect power to the additional mesh point(s).
2. The mesh point(s) should turn solid white or teal. 
3. Continue to the next step to test your Mesh Connection.
4. If you are still unable to connect any devices, contact Google Fiber customer support.

5. Test Mesh Connection (for 2+ points)  

The mesh test measures the connection between your router or primary Wi-Fi point (the one connected to your modem) and any additional points. The stronger that connection is, the better your Wi-Fi will be throughout your house.

Run a mesh test with the Google Home app

To run a mesh test:

1. Open the Google Home app Google Home app.
2. Tap Wi-Fi > Wi-Fi devices > Points > Test mesh.

• Once your mesh test is concluded, one of the three ratings will appear: Great, OK, or Weak. 

Rating	Speed
Great	More than 100 Mbps
OK	Between 50 and 100 Mbps
Weak	Less than 50 Mbps

If needed, reposition your Wi-Fi points so that they have a “Great” mesh connection.

Mesh Google Wifi points (connected wirelessly) work best when they are no more than two rooms away from each other and within 20-25 feet from the main point.

  How to get a "Great" wireless mesh connection

1. Hardwire mesh points - If you have ethernet wiring throughout your home, you can connect the mesh  points to the LAN port of the main point. Since there’s only 1 LAN port on a Google Wifi, you will need an ethernet switch to hardwire multiple mesh points.
2. Check line of sight - Points perform better when they can see each other. Repositioning points to avoid  obstructions like walls, doors, and aquariums can improve performance.
3. Get off the ground - Placing devices somewhere off the ground, such as on a shelf, can greatly improve coverage.
4. Consider your overall mesh network - Points depend on each other to provide great coverage in your home. In order to fix a particular “weak” point, you may need to move a different point in order to fix it.

6. If your internet speed is slower than expected

Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at once. When you connect using Wi-Fi, you won't reach maximum internet speeds but you can expect faster speeds than you would with other types of wireless access. It's normal for the speeds you receive to be lower than those listed on this page. Your real-world speeds depend on a variety of factors that affect your internet, including the Google Fiber equipment you have, the devices you use (such as age/models, locations relative to your router and number) and the 802.11 Wi-Fi version your device uses.

Run a Speed Test

Run a speed test using the Google Home app. This will tell you the hardwired speed that your Google Wifi is receiving from Google Fiber.

    i. Open the Google Home app .

   ii. Tap Wi-Fi   under “Network,” tap Run speed test.

  iii. To view your previous speed test results, tap Wi-Fi Network. Results can be found at the bottom.

Run a speed test using a web browser. This will tell you the speed that your individual device (computer, phone, etc.) is receiving from Google Wifi. 

     i. Go to speedtest.net and click the go button to start the test.

If troubleshooting on a mobile device, please use the speedtest.net app or visit fiber.google.com/speedtest

Download the Ookla Speed Test App (opens in a new tab) to perform an accurate speed test.

If you have pop-ups blocked, the speed test may not appear when you click the speed test link. If this occurs, unblock pop-ups temporarily to display the speed test page.  

Refer to the Ookla SpeedTest Desktop App Help Center article for additional details regarding how to run the test.

All hardwired speed tests should be conducted using the 10G LAN port on the back of the GFRG300 (or direct to the ONT); this is the silver multi-gig ethernet port on the back of the router. 

It is the ONLY MULTIGIG LAN PORT. 

    ii. See how your speed compares to the Maximum internet speeds on Google Fiber:

Mobile Devices (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	500 Mbps
2013-present	802.11ac	180 Mbps-390 Mbps
2011-2012	802.11n	90 Mbps
2007-2010	802.11n	32 Mbps-90 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	700 Mbps
2013-present	802.11ac	195 Mbps- 585 Mbps
2011-2012	802.11n	180 Mbps-270 Mbps
2007-2010	802.11n	90 Mbps-180 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (ethernet or USB adapter to ethernet)

This section describes the maximum expected speeds based on real-world conditions. The most important factors in determining wired connection (ethernet) speeds are:

• Is your computer capable of gigabit speeds? True for most computers manufactured after 2009
• Does your computer have an ethernet connector? Most recent laptops don't have one; they require a USB to ethernet adapter
• If your computer requires a USB to ethernet adapter, is your computer capable of USB 3.0? True for many computers made after 2013

Most computers manufactured after 2009 are capable of a 100 Mbps speeds when connected using an ethernet cable. Older devices may have outdated network adapters that will limit your internet speed.

Release date	How is ethernet connected?	Maximum possible speed
2016 or later	2.5GBASE-T or higher ethernet adapter	2000* Mbps *only with Google Fiber 2 Gig plan
2010 or later	ethernet connector	930 Mbps
2010-2014	USB 2.0 to ethernet adapter	400 Mbps
2015 or later	USB 3.0 to ethernet adapter	930 Mbps
2009 or earlier	ethernet connector	100 Mbps

•  If connecting via Wi-Fi, make sure that your device (phone or computer) is connected to the 5 GHz band. (see Wi-Fi frequencies and signal strength for more detail)
  • You should be able to check this in your device’s Wi-Fi settings.
  • You can split your Wi-Fi Network Name (SSID) into two separate networks in your account settings.
  • Click here for other tips on how to Improve your Wi-Fi speeds
• If your speeds are still slower than expected after following the steps above, contact Google Fiber customer support

Wi-Fi 6 Routers

Illustrations of Routers

The Multi-Gig Router shown above works with the optical connector to provide internet service for your home network. During your installation, the Multi-Gig router and optical connector are connected to a fiber wall plate (this is the spot where internet enters your home, which gets installed along with your 2 Gig devices) using fiber cable by one of our technicians. Refer to About your Wi-Fi 6 Router for additional information.

The Wi-Fi 6 Router shown above uses a Fiber Jack to provide internet service for your home network. Watch this quick Find Your Fiber Jack video or follow the step-by-step instructions to Set up your Router.

 

Troubleshooting Steps

1. If none of your devices are connected to the internet.

Check the LED lights on the Multi-Gig Router.

Power LED:

Light Status	Cause	Action
No light	No power	Powercycle the Multi-Gig Router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Purple	Powering up or trying to connect to the network	Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Solid blue	Device is connected to the network and online	No action required

internet LED:

Light Status	Cause	Action
Purple	Powering up or trying to connect to the network	Powercycle the Multi-Gig Router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Solid red	Searching for uplink connection	Powercycle the Multi-Gig Router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Pulsing red	Connection issue	Powercycle the Multi-Gig Router: Unplug its power cord Wait at least 10 seconds Plug the power cord back in to the device Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Pulsing blue	Retrieving DHCP IP (connecting)	Wait 2-3 minutes for the Power, internet and Wi-Fi LEDs to turn to solid blue
Solid blue	Device is connected to the network and online (talking to ACS)	No action required.

Wi-Fi LED:

Light Status	Cause	Action
Solid blue	Wi-Fi is on	Your Wi-Fi is on, and you should be able to connect. If you cannot connect to your Wi-Fi network, make sure that you are using the correct Wi-Fi name (SSID) and password. You can verify or change your Wi-Fi name & password by signing in to your Google Fiber Account or by accessing the Google Fiber app.
No light	Wi-Fi is off	Click here to turn on your Wi-Fi signal.

2. If only one of your devices is unable to connect to the internet

• Verify that you can see the Network Box’s Wi-Fi Network Name (SSID) and that the device you are using is connected to the correct Wi-Fi Name and Password.
• If possible, connect the device directly to your Multi-Gig Router using an ethernet cable.
• If only 1 device is not connecting, the issue is more than likely with that device. 
• Please contact the device manufacturer’s customer service team before contacting Google Fiber so that we can rule out any device specific issues. 

3. If you have a Mesh Extender and need to troubleshoot it 

If you have a strong connection when standing next to your Multi-Gig Router, but are experiencing service issues when moving closer to the Mesh Extender:

• Try unplugging your Mesh Extender from the power outlet.
  • If you have a strong connection throughout your home without a Mesh Extender, then you may want to leave it unplugged or return it to Google Fiber. The Multi-Gig Router has a powerful Wi-Fi signal, and many customers do not need a Mesh Extender.
• If you do need a Mesh Extender, try resetting it.
  • Factory reset the Mesh Extender by holding down the reset button on the back for 10 seconds.

• To connect your Mesh Extender via a wired connection (typically used if you have ethernet wiring throughout your home), simply plug in an ethernet cable coming from your Multi-Gig Router, then connect your Mesh Extender to a power outlet. 

To connect your Mesh Extender via a wireless connection: 

Step 1: Place the mesh extender halfway between your router and your furthest Wi-Fi devices

 Connect the power adapter to the mesh extender, plug the power adapter into a wall outlet and press the power button on the back of the mesh extender to turn it on. At first, the status light will turn solid yellow.

Step 2: Pair the mesh extender with your Google Fiber Multi-Gig Router

Once the status light starts pulsing yellow, pair the mesh extender with your Google Fiber Multi-Gig Router (or existing mesh extender) using WPS.

Briefly press the WPS button on the top panel of the mesh extender. The status light on the mesh extender will start pulsing green. Within two minutes, briefly press the WPS button on your Google Fiber Multi-Gig Router. The status light on the mesh extender will turn solid green, meaning you’ve connected successfully.

Ways to get the best connection with your new mesh extender

1. Reduce the number of objects between your Wi-Fi devices—especially walls.
2. Don’t place your Google Fiber Mesh Extender in an area with a lot of other devices that could cause interference (baby monitors, microwave ovens, etc.)
3. Use devices that support and use 5GHz Wi-Fi.

The status light tells you how strong your Wi-Fi connection is.

Solid green? The link between the router and the mesh extender is great.

Solid yellow? Your link to the router is OK, but try moving it closer to the Google Fiber Multi-Gig Router.

Solid red? You’re not going to have great Wi-Fi. We recommend finding another spot for your mesh extender closer to the router or with fewer walls in between the mesh extender and the router.

If the status light is pulsing red, check out the "Common issues during setup" section below.

Step 3: Connect your devices to your new mesh extender

Have WPS-ready devices? It’s easy to pair your devices using WPS. Just briefly press the WPS button on the mesh extender. The status light on the mesh extender will start pulsing green. Then, start WPS on your Wi-Fi device. After a few moments, the status light on your mesh extender will turn back its previous solid green or solid yellow color. This means your device is now connected to Wi-Fi.

If the status light is pulsing red, check out the "Common issues during setup" section below.

If you’d prefer to connect using SSID, configure your network settings on your device using the Wi-Fi network name (SSID) and password. 

Enjoy your mesh network

Now that you have your network configured and devices connected, you can get better coverage across your whole home. That means you can stream your TV, get a few more big files sent during the work day— and do everything you do over fast, reliable internet.

Common issues during setup

What does it mean if the status light is pulsing red after attempting to connect to my multi-gig router?

 This means your new mesh extender could not establish a Wi-Fi connection through WPS. Try the following steps until you’ve established connection successfully:
1. Wait until the red pulsing light goes out, then try using WPS again.
2. Turn the mesh extender slightly and then try again.
3. Minimize the number of walls between the two devices and then try again.
4. Move the mesh extender closer to the multi-gig router and then try again.

What should I do if the status light is solid red after establishing connection to my multi-gig router?

 You’ll need to reposition the new mesh extender. Follow these steps while still connected to the power source:

1. Reposition the mesh extender so there aren’t large objects, like walls, furniture and TV screens between it and your multi-gig router. Wait 15 seconds to allow the mesh extender to re-evaluate the link quality.
2. Repeat this until the status light turns solid green. (Solid yellow means you’ve established a good connection.)

If the link quality did not improve: Unplug the power adapter and move the mesh extender closer to your multi-gig router. Then, plug the power adapter back in and wait two minutes to allow the mesh extender to start up all services and evaluate the link quality.

What should I do if my new mesh extender is unresponsive?

 If at some point the mesh extender isn’t responding, you can use a pen or an unfolded paper clip to push the reset button on the mesh extender for:
     1. Less than 5 seconds to force it to restart to your default settings.
 or
     2. At least 10 seconds to reset it to factory default settings.

4. If your internet is slower than expected

• Many modern devices only support internet speeds up to 1 Gigabit per second due to the limitations of a device's built-in hardware. Please check your device's specifications and follow the steps below to see if it is capable of 2 Gig speeds before contacting Google Fiber if your speeds are slower than expected. 
• If you are connecting to your 2 Gig service through a switch or hub, these networking devices must also be able to support 2 Gig bandwidth. Check the device specifications or contact the manufacturer to confirm this
• Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at once. When you connect using Wi-Fi, you won't reach maximum internet speeds from your plan, but you can expect faster speeds than you would with other types of wireless access. It's normal for the speeds you receive to be lower than those listed on this page. Your real-world speeds depend on a variety of factors that affect your internet, including the Google Fiber equipment you have, the devices you use (such as age/models, locations relative to your router and number) and the 802.11 Wi-Fi version your device uses.
• If possible, connect your device directly to the Multi-Gig Router’s Silver ethernet LAN port using an ethernet cable. You’ll need to use the Silver LAN port to get speeds over 1 Gig.

Run a Speed Test

• Go to speedtest.net and click the go button to start the test.

If troubleshooting on a mobile device, please use the speedtest.net app or visit fiber.google.com/speedtest

See how your speed compares to the Maximum internet speeds on Google Fiber

 

Download the Ookla Speed Test App (opens in a new tab) to perform an accurate speed test.

If you have pop-ups blocked, the speed test may not appear when you click the speed test link. If this occurs, unblock pop-ups temporarily to display the speed test page.  

Refer to the Ookla SpeedTest Desktop App Help Center article for additional details regarding how to run the test.

All hardwired speed tests should be conducted using the 10G LAN port on the back of the GFRG300 (or direct to the ONT); this is the silver multi-gig ethernet port on the back of the router. 

It is the ONLY MULTIGIG LAN PORT. 

Mobile Devices (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	500 Mbps
2013-present	802.11ac	180 Mbps-390 Mbps
2011-2012	802.11n	90 Mbps
2007-2010	802.11n	32 Mbps-90 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	700 Mbps
2013-present	802.11ac	195 Mbps- 585 Mbps
2011-2012	802.11n	180 Mbps-270 Mbps
2007-2010	802.11n	90 Mbps-180 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (ethernet or USB adapter to ethernet)

This section describes the maximum expected speeds based on real-world conditions. The most important factors in determining wired connection (ethernet) speeds are:

• Is your computer capable of gigabit speeds? True for most computers manufactured after 2009
• Does your computer have an ethernet connector? Most recent laptops don't have one; they require a USB to ethernet adapter
• If your computer requires a USB to ethernet adapter, is your computer capable of USB 3.0? True for many computers made after 2013

Most computers manufactured after 2009 are capable of a 100 Mbps speeds when connected using an ethernet cable. Older devices may have outdated network adapters that will limit your internet speed.

Release date	How is ethernet connected?	Maximum possible speed
2016 or later	2.5GBASE-T or higher ethernet adapter	2000* Mbps *only with Google Fiber 2 Gig plan
2010 or later	ethernet connector	930 Mbps
2010-2014	USB 2.0 to ethernet adapter	400 Mbps
2015 or later	USB 3.0 to ethernet adapter	930 Mbps
2009 or earlier	ethernet connector	100 Mbps

•  If connecting via Wi-Fi, make sure that your device (phone or computer) is connected to the 5 GHz band. (see Wi-Fi frequencies and signal strength for more detail)
  • You should be able to check this in your device’s Wi-Fi settings.
  • You can split your Wi-Fi Network Name (SSID) into two separate networks in your account settings.
  • Click here for other tips on how to Improve your Wi-Fi speeds
• If your speeds are still slower than expected after following the steps above, contact Google Fiber customer support

Your Own Router

1. Verify that you are on a Google Fiber plan that supports using your own router

• Sign in to your Google Fiber account.
• Click the box next to “I’ll provide my own router.” You’ll be asked to provide the make and model, which is totally optional. 
• Click OK at the bottom of the page.

2. Connect the Fiber Jack’s ethernet cable directly to your router’s WAN port

Please remove any other equipment including any previously installed routers provided by Google Fiber.

3. Confirm that your router’s specs meet Google Fiber’s requirements

Use your own router (Multi-Gig) specifications:

• Minimum specifications:
  • Wi-Fi 6 (802.11ax)
  • Dual-band or Quad-band 
  • Gigabit ethernet port (minimum 2 ports)
  • Minimum one 5GBASE-T RJ-45 (Ethernet) for 5 Gig
  • Minimum one 10GBASE-T RJ-45 (Ethernet) for 8 Gig
  • WPA2 security protocols
  • Mesh networking for multi-gig plans
• Advanced specifications:
  • Mesh-router system for homes with larger coverage area or Wi-Fi dead spots
  • Wi-Fi 6 (802.11ax) for advanced users who need the best Wi-Fi available.
• Speed may be limited by router capabilities, check router specs for support of multi-gig speeds.
• A cable or DSL modem-router combo will typically NOT work with Google Fiber service.

 

A cable or DSL modem-router combo will typically NOT work with Google Fiber service

4. If you are not able to connect to the internet

• Verify that you can see, and are connected to your router’s Wi-Fi Name (SSID) and Password.
• Try power cycling your router
  • Unplug its power cord
  • Wait at least 10 seconds
  • Plug the power cord back in to the device
  • Wait 2-3 minutes for the LEDs to come back on.

• Test a wired connection to your router by connecting with an ethernet cable if possible. This helps to isolate Wi-Fi vs. wired connection issues.
• If you are still not able to connect, and you have already completed the troubleshooting steps for your Fiber Jack above, contact the router manufacturer’s customer service for assistance.

5. If your internet speed is slower than expected

Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at once. When you connect using Wi-Fi, you won't reach maximum internet speeds but you can expect faster speeds than you would with other types of wireless access. It's normal for the speeds you receive to be lower than those listed on this page. Your real-world speeds depend on a variety of factors that affect your internet, including the Google Fiber equipment you have, the devices you use (such as age/models, locations relative to your router and number) and the 802.11 Wi-Fi version your device uses.

Run a Speed Test

• Go to speedtest.net and click the go button to start the test.

If troubleshooting on a mobile device, please use the speedtest.net app or visit fiber.google.com/speedtest

Download the Ookla Speed Test App (opens in a new tab) to perform an accurate speed test.

If you have pop-ups blocked, the speed test may not appear when you click the speed test link. If this occurs, unblock pop-ups temporarily to display the speed test page.  

Refer to the Ookla SpeedTest Desktop App Help Center article for additional details regarding how to run the test.

All hardwired speed tests should be conducted using the 10G LAN port on the back of the GFRG300 (or direct to the ONT); this is the silver multi-gig ethernet port on the back of the router. 

It is the ONLY MULTIGIG LAN PORT. 

• See how your speed compares to the Maximum internet speeds on Google Fiber 

Mobile Devices (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	500 Mbps
2013-present	802.11ac	180 Mbps-390 Mbps
2011-2012	802.11n	90 Mbps
2007-2010	802.11n	32 Mbps-90 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	700 Mbps
2013-present	802.11ac	195 Mbps- 585 Mbps
2011-2012	802.11n	180 Mbps-270 Mbps
2007-2010	802.11n	90 Mbps-180 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (ethernet or USB adapter to ethernet)

This section describes the maximum expected speeds based on real-world conditions. The most important factors in determining wired connection (ethernet) speeds are:

• Is your computer capable of gigabit speeds? True for most computers manufactured after 2009
• Does your computer have an ethernet connector? Most recent laptops don't have one; they require a USB to ethernet adapter
• If your computer requires a USB to ethernet adapter, is your computer capable of USB 3.0? True for many computers made after 2013

Most computers manufactured after 2009 are capable of a 100 Mbps speeds when connected using an ethernet cable. Older devices may have outdated network adapters that will limit your internet speed.

Release date	How is ethernet connected?	Maximum possible speed
2016 or later	10GBASE-T or higher ethernet adapter	8000* Mbps *only with Google Fiber 8 Gig plan
2016 or later	5GBASE-T or higher ethernet adapter	5000* Mbps *only with Google Fiber 5 Gig plan
2016 or later	2.5GBASE-T or higher ethernet adapter	2000* Mbps *only with Google Fiber 2 Gig plan
2010 or later	ethernet connector	930 Mbps
2010-2014	USB 2.0 to ethernet adapter	400 Mbps
2015 or later	USB 3.0 to ethernet adapter	930 Mbps
2009 or earlier	ethernet connector	100 Mbps

•  If connecting via Wi-Fi, make sure that your device (phone or computer) is connected to the 5 GHz band. (see Wi-Fi frequencies and signal strength for more detail)
  • You should be able to check this in your device’s Wi-Fi settings.
  • You can split your Wi-Fi Network Name (SSID) into two separate networks in your account settings.
  • Click here for other tips on how to Improve your Wi-Fi speeds
• If your speeds are still slower than expected after following the steps above, contact Google Fiber customer support. 

Google Nest Wifi Pro

1. Check the color of the LED light on the main Google Nest Wifi Pro point (connected to the Fiber Jack)

Color	What it means	What to do
No light	The router has no power.	Check that the power cable is properly connected to your router and a working wall outlet. If your device is already set up and the light appears off, check your light brightness settings in the app. If there's stil no light, contact Wifi customer support.
	The device is online and you've turned off the status light in the Google Home app.	You're online.
Solid white	The device is online. Note: By default, the light is turned on for online Nest Wifi Pro routers, but you can turn it off in the Google Home app.	You're online.
Fast pulsing white	Device is booting up.	Wait for the device to boot up. This takes about a minute. When it's done, it'll slowly pulse blue to let you know it's ready for setup.
	Device is updating.	Wait for the device to complete the update.
Slow pulsing blue	Device is ready for setup.	Use the Google Home app to set up your router.
Fast pulsing blue	Pairing in progress.	Wait for the device to complete pairing.
Solid yellow	Router is factory resetting. Note: A solid yellow light during setup also indicates a network error on your device.	This can take up to 10 minutes. When it's done, the device will reset itself
Slow blinking yellow	There's a network error.	Check that the Ethernet cable is connected to both your router and modem, and both devices are turned on. You might need to unplug, then plug in each device again. Learn more about fixing network errors.
Fast blinking yellow	Device encountered an error during setup.	Something went wrong. Wait for the device to slowly pulse blue, then try to pair the device again.
	You're holding down the reset button and factory resetting the device.	If you keep holding down the reset button, after about 12 seconds, the light will turn solid yellow. Once it's solid yellow, let go of the factory reset button.
Fast blinking red	Something is wrong.	Critical failure. Factory reset the router. If the light stays red, contact Wifi customer support.

Refer to Google Nest Wifi Pro Help for additional information.

2. Check the Google Home app’s Network Insights

• When an issue with the network is identified by Google Nest Wifi Pro devices, you will have an insight card in your Google Home feed letting you know there may be a problem.
• Open the Google Home app and check your Feed which is at the bottom right corner of the home screen.
• Check for Network Insight messages.

Examples of Network Insight Messages

Ethernet connection is limiting your network speed

This insight is shown when a speed test has been performed recently in which the link speed of the network was 100 Mbps or lower, and a point’s speed was 90% or less than the speed of their primary point. This likely means that there is an issue with the ethernet cables, connection, or other networking equipment.

1. Check if the ethernet ports/cables are loose and/or damaged in any way, and refer to the Fiber Space for replacement if necessary. 

Note: Fiber Space locations are not available in all markets. 

Slow internet speeds - internet service providers (ISP)

You will receive this alert when Google Nest Wifi Pro determines that their internet requests are taking longer to complete than expected. 

1. Test your connection plugged directly into the Fiber Jack.
2. If speeds are as expected, proceed with other troubleshooting steps as needed. Otherwise, contact customer support to schedule a repair appointment.

 

Slow internet speeds - Network congestion

You will receive this alert when Google Nest Wifi Pro detects your internet connection is slow due to congestion or a lack of bandwidth. This means there may be a device on the network using excessive bandwidth (Gaming/Google Photos back-up, etc.) or that there is too much network congestion.

1. Check if there are any third party routers on your network and disable them.
2. If there are no other networking devices connected, powercycle your Google Nest Wifi Pro devices, starting with the primary point. If speeds do not improve after a powercycle, try factory resetting the devices. 

3. If only one of your devices is unable to connect to the internet

• Verify that you can see the Google Nest Wifi Pro Network Name (SSID) and that the device you are using is connected to the correct Wi-Fi Name and Password.
• If only 1 device is not connecting, the issue is more than likely with that device.
• Please contact the device manufacturer’s customer service team before contacting Google Fiber so that we can rule out any device specific issues.

4. If no devices are able to connect to the internet

Verify that you are connecting using the correct Wi-Fi Name (SSID) and password

            i. To update your Wi-Fi name:

                1. Open the Google Home app .

                2. Tap Wi-Fi  Settings .

            ii. To update your Wi-Fi password:

                1. Open the Google Home app .

                2. Tap Wi-Fi   Show password.

                3. Tap Edit .

Powercycle all Google Nest Wifi Pro points as well as your Fiber Jack

1. Disconnect power from the Fiber Jack.
2. Disconnect ethernet cable and power from the main Google Nest Wifi Pro point (connected to the Fiber Jack).
3. Disconnect power from the mesh point(s). 
4. Leave them all unplugged for one minute.
5. Connect the power to the Fiber Jack and allow the Fiber Jack to power on fully before proceeding.  This can take up to three minutes. (see Fiber Jack model specific power cycling instructions above if needed).
6. Reconnect the power and the ethernet cables back to the main Google Nest Wifi Pro point, making sure that the ethernet cable coming from the Fiber Jack is going into the WAN port on the Google Nest Wifi Pro (looks like a little globe symbol). Wait until it’s fully back online.

   Try to get online

1.  If your service has been restored, reconnect power to the additional mesh point(s).
2. The mesh point(s) should turn solid white or teal. 
3. Continue to the next step to test your Mesh Connection.
4. If you are still unable to connect any devices, contact Google Fiber customer support.

5. Test Mesh Connection (for 2+ points)  

The mesh test measures the connection between your router or primary Wi-Fi point (the one connected to your modem) and any additional points. The stronger that connection is, the better your Wi-Fi will be throughout your house.

Run a mesh test with the Google Home app

To run a mesh test:

1. Open the Google Home app Google Home app.
2. Tap Wi-Fi > Wi-Fi devices > Points > Test mesh.

• Once your mesh test is concluded, one of the three ratings will appear: Great, OK, or Weak. 

Rating	Speed
Great	More than 100 Mbps
OK	Between 50 and 100 Mbps
Weak	Less than 50 Mbps

If needed, reposition your Wi-Fi points so that they have a “Great” mesh connection.

Mesh Google Nest Wifi Pro points (connected wirelessly) work best when they are no more than two rooms away from each other and within 20-25 feet from the main point.

  How to get a "Great" wireless mesh connection

1. Hardwire mesh points - If you have ethernet wiring throughout your home, you can connect the mesh  points to the LAN port of the main point. Since there’s only 1 LAN port on a Google Nest Wifi Pro, you will need an ethernet switch to hardwire multiple mesh points.
2. Check line of sight - Points perform better when they can see each other. Repositioning points to avoid  obstructions like walls, doors, and aquariums can improve performance.
3. Get off the ground - Placing devices somewhere off the ground, such as on a shelf, can greatly improve coverage.
4. Consider your overall mesh network - Points depend on each other to provide great coverage in your home. In order to fix a particular “weak” point, you may need to move a different point in order to fix it.

6. If your internet speed is slower than expected

Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at once. When you connect using Wi-Fi, you won't reach maximum internet speeds but you can expect faster speeds than you would with other types of wireless access. It's normal for the speeds you receive to be lower than those listed on this page. Your real-world speeds depend on a variety of factors that affect your internet, including the Google Fiber equipment you have, the devices you use (such as age/models, locations relative to your router and number) and the 802.11 Wi-Fi version your device uses.

Run a Speed Test

Run a speed test using the Google Home app. This will tell you the hardwired speed that your Google Nest Wifi Pro is receiving from Google Fiber.

    i. Open the Google Home app .

   ii. Tap Wi-Fi   under “Network,” tap Run speed test.

  iii. To view your previous speed test results, tap Wi-Fi Network. Results can be found at the bottom.

Run a speed test using a web browser. This will tell you the speed that your individual device (computer, phone, etc.) is receiving from Google Nest Wifi Pro. 

     i. Go to speedtest.net and click the go button to start the test.

If troubleshooting on a mobile device, please use the speedtest.net app or visit fiber.google.com/speedtest

Download the Ookla Speed Test App (opens in a new tab) to perform an accurate speed test.

If you have pop-ups blocked, the speed test may not appear when you click the speed test link. If this occurs, unblock pop-ups temporarily to display the speed test page.  

Refer to the Ookla SpeedTest Desktop App Help Center article for additional details regarding how to run the test.

All hardwired speed tests should be conducted using the 10G LAN port on the back of the GFRG300 (or direct to the ONT); this is the silver multi-gig ethernet port on the back of the router. 

It is the ONLY MULTIGIG LAN PORT. 

    ii. See how your speed compares to the Maximum internet speeds on Google Fiber:

Mobile Devices (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	500 Mbps
2013-present	802.11ac	180 Mbps-390 Mbps
2011-2012	802.11n	90 Mbps
2007-2010	802.11n	32 Mbps-90 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (Wi-Fi)

Release date	802.11 version	Maximum possible speed
2020-present	802.11ax (Wi-Fi 6)	700 Mbps
2013-present	802.11ac	195 Mbps- 585 Mbps
2011-2012	802.11n	180 Mbps-270 Mbps
2007-2010	802.11n	90 Mbps-180 Mbps
2006 or earlier	802.11a/b/g	32 Mbps

Computers (ethernet or USB adapter to ethernet)

This section describes the maximum expected speeds based on real-world conditions. The most important factors in determining wired connection (ethernet) speeds are:

• Is your computer capable of gigabit speeds? True for most computers manufactured after 2009
• Does your computer have an ethernet connector? Most recent laptops don't have one; they require a USB to ethernet adapter
• If your computer requires a USB to ethernet adapter, is your computer capable of USB 3.0? True for many computers made after 2013

Most computers manufactured after 2009 are capable of a 100 Mbps speeds when connected using an ethernet cable. Older devices may have outdated network adapters that will limit your internet speed.

Release date	How is ethernet connected?	Maximum possible speed
2016 or later	2.5GBASE-T or higher ethernet adapter	2000* Mbps *only with Google Fiber 2 Gig plan
2010 or later	ethernet connector	930 Mbps
2010-2014	USB 2.0 to ethernet adapter	400 Mbps
2015 or later	USB 3.0 to ethernet adapter	930 Mbps
2009 or earlier	ethernet connector	100 Mbps

•  If connecting via Wi-Fi, make sure that your device (phone or computer) is connected to the 5 GHz band. (see Wi-Fi frequencies and signal strength for more detail)
  • You should be able to check this in your device’s Wi-Fi settings.
  • You can split your Wi-Fi Network Name (SSID) into two separate networks in your account settings.
  • Click here for other tips on how to Improve your Wi-Fi speeds
• If your speeds are still slower than expected after following the steps above, contact Google Fiber customer support

 

Still having the same issue? Reach out so we can help you resolve it. You can contact Google Fiber customer support24/7 by phone, email, or DM.