Troubleshoot your Internet connection
If you have a Google Fiber Network Box as your router and are having trouble with your network, select your issue from the list below. This troubleshooter will guide you through a few questions that will lead to possible solutions to your problem.
If you have Google Wifi as your router, please visit the Google Wifi Help Center to find solutions to the issue.
What issue are you encountering?
You can recover a lost or forgotten password from your Fiber account.
Were you able to recover your password?
Were you able to recover your password?
Is your device hard-wired or connected wirelessly?
Is your device capable of the speeds you are expecting?
Has changing the access point or location of your device solved the issue?
Did you split your network setup (2.4 GHz and 5 GHz)?
Did that fix the issue?
Do you have any third-party devices, such as Wi-Fi extenders, baby monitors, intercoms, etc., that might be causing interference?
Power off any devices that you think might be causing interference one at a time and see if the signal improves.
Did the signal improve?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Do you have any third-party devices, such as Wi-Fi extenders, baby monitors, intercoms, etc., that might be causing interference?
Power off any devices that you think might be causing interference one at a time and see if the signal improves.
Did the signal improve?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
The presence of a solid blue light on the front of the Network Box indicates that a network connection has been established. Is the LED on the Network Box solid blue?
It is possible that a faulty cable or loose cable connection could be preventing network access. First, check your Ethernet connections at both ends. If both ends are securely attached, do you have an alternate Ethernet cable that you could try?
Connect the device to the Network Box using the alternate Ethernet cable. Can you access the wired network now?
The next step is to try to access the network from another device to determine if the problem is with your device or your network. Do you have another device that you can connect to the Network Box?
Disconnect the device that can't connect to the Internet. Then, using the same Ethernet cable, connect the alternate device to your Network Box, and try to access the Internet. If the alternate device is Wi-Fi capable, be sure to disable its Wi-Fi. Can the alternate device connect to the network when wired to the Network Box?
The next step is to try to access the network from another device to determine if the problem is with your device or your network. Do you have another device that you can connect to the Network Box?
Disconnect the device that can't connect to the Internet. Then, using the same Ethernet cable, connect the alternate device to your Network Box, and try to access the Internet. If the alternate device is Wi-Fi capable, be sure to disable its Wi-Fi. Can the alternate device connect to the network when wired to the Network Box?
If your Wi-Fi network is not correctly enabled on the Network Box, there can be connectivity issues. Is Wi-Fi correctly enabled on the Network Box?
Has changing the access point or location of your device solved the issue?
Did either of the above suggestions solve your issue?
Are other wireless devices able to connect to the Wi-Fi network?
Enable Wi-Fi on the Network Box as outlined in Configure your Wi-Fi network. Are you now able to connect to your Wi-Fi network?
Has changing the access point or location of your device solved the issue?
Did either of the above suggestions solve your issue?
Are other wireless devices able to connect to the Wi-Fi network?
For your protection, we recommend that you set a password for your Wi-Fi network to secure your network. If you set a password when you configured your Wi-Fi network, you must enter that password on each device you want to connect to your network. Does the network prompt you for a password when you attempt to connect?
Do you know the correct password for the network?
Input the correct network password at the prompt. The password is case-sensitive and should be between 8 and 63 characters. Can you connect to the network now?
You can find your Wi-Fi password in your Fiber account. Then try connecting to your network using the correct password. Were you able to connect?
Problems browsing the Internet can have multiple origins. The first step is to rule out IP and DNS issues.
Is your device running Windows or Mac?
Is your device running Windows or Mac?
Has this solved your issue?
Did you get a response?
Are you able to connect to the Internet now?
Has this solved your issue?
Did you get a response?
Did you split your network setup (2.4 GHz and 5 GHz)?
Did that fix the issue?
Do you have any third-party devices, such as Wi-Fi extenders, baby monitors, intercoms, etc., that might be causing interference?
Power off any devices that you think might be causing interference one at a time and see if the signal improves.
Did the signal improve?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Do you have any third-party devices, such as Wi-Fi extenders, baby monitors, intercoms, etc., that might be causing interference?
Power off any devices that you think might be causing interference one at a time and see if the signal improves.
Did the signal improve?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Is your device located more than 100 feet from the Network Box or more than 50 feet from the nearest TV Box?
Are your Network Box and TV Box in the same room?
Did updating your network adapter(s) solve the issue?
Did assigning a separate ID and then connecting to the 5 GHz network resolve the problem?
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