Troubleshooting small business connections

If your Google Fiber for Small Business connection is slow or not working, here are some steps you can take to diagnose and fix the problem yourself. Of course, you can always contact GFiber customer support 24/7 by phone, email, or chat.

  • If you're using your own router, be sure you have set up your WAN interface to use DHCP.

  • Make sure the Fiber Jack is connected to the router. Powercycle the router to reset it.

  • Use traceroute and ping to check your basic connectivity and make sure you can communicate with the Internet. You can use the tracert and ping commands (Windows), Network Utility (OS X), and tracepath and ping (Chrome OS).

  • Use the command line or a network utility to test DNS lookups from your network.

  • If you're using your own router, verify that it's designed to support gigabit speeds by checking our router requirements.

  • Verify that all other networking equipment between your device and the Fiber Jack supports 1 Gbps speeds. Your equipment documentation usually provides this information.

If you can't resolve the problem, contact GFiber customer support, so we can help you. However, if you use your own router, we can't provide the same support as we can if you're using the Google Fiber Network Box. Specifically, if you use your own router, we support only the Google Fiber connection up to the point where it enters your building and reaches the Fiber Jack. We can't provide support with connecting, setting up, and maintaining your own router.

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