How we’re responding to COVID-19. Learn more.

Red device on network diagram

If one of your devices' outline is red on the Network tab in your Fiber account, such as the TV Box in the example below, it indicates that that device is offline and not communicating with Google Fiber.

Google Fiber Wi-Fi network offline device

If that happens, try the following steps in order to resolve the problem. If one step works, you can skip the rest.

  1. Check that all of your wiring connections are properly seated on both ends.

  2. If any cable is dislodged, reseat it, and recheck the network diagram.

  3. If all wiring is properly connected, powercycle the device as follows:

    1. Unplug its power cord
    2. Wait at least 10 seconds
    3. Plug the power cord back in to the device
    4. Wait 2-3 minutes for the LED to turn to solid blue
  4. If the LED on the device turns solid blue, recheck the network diagram to confirm that the device outline is green.

  5. If powercycling does not resolve the problem, contact Google Fiber customer support.

Was this helpful?
How can we improve it?

Need more help?

Sign in for additional support options to quickly solve your issue

Clear search
Close search
Google apps
Main menu
Search Help Center