Experiencing issues with your Nest Wifi Pro, Nest Wifi, or Google Wifi network? Find the answer to common problems, and restore your wireless connection easily.
Get help with your Wifi device
Follow the steps to fix your Wifi device problem, and get tips on how to maintain good network performance.
Fix your Wifi device
There are different things that can cause network problems for your Google Nest Wifi or Google Wifi devices. If your Google Nest Wifi or Google Wifi network doesn't work, your Wi-Fi devices won't be able to connect or reach the internet.
Follow these troubleshooting steps to fix:
If a single Wi-Fi device like a phone or computer is disconnected from your Google Nest Wifi or Google Wifi, but your network is otherwise working, refer to Device can't connect to my Nest Wifi or Google Wifi network article.
The info below is for Google Nest routers and points, for other Google Nest products like Nest Thermostat that might experience issues with Wi-Fi connectivity follow Troubleshoot Wi-Fi connections for Google Nest products or check out connectivity for speakers and displays.
Nest Wifi or Google Wifi devices don't work
Step 1. Check your cables and connections
Sometimes loose, disconnected, or damaged cables can cause connection issues.
- Make sure the provided Ethernet cable is connected securely (the tab should click in) to your Google Nest Wifi router or primary Google Wifi point's WAN port
. The other end should be connected securely to your modem.
- Make sure your modem and Wifi router and point(s) are powered on and that all cables are secure.
- Make sure your modem is connected to an internet source, such as your cable, DSL, or Fiber provider's line that comes into your home.
Turn your modem and Wifi devices off and on to fix connection issues with your network. To restart your devices, follow these steps:
- Disconnect power from all of your network devices, including your modem and any Google Nest Wifi or Google Wifi devices.
- Wait until all of the lights on the devices you unplugged are off. It confirms that the devices no longer have power.
- Reconnect power to your modem only.
- Wait until your modem is fully powered on and all of its indicator lights are back on. It usually takes about 2 minutes.
- Make sure all Ethernet cables are still secure.
- Reconnect power to your Google Nest Wifi router or primary Google Wifi point and wait until it's fully on. It takes about one minute.
- Reconnect power to any additional points or routers.
- Close and reopen the Google Home app.
- Perform a mesh test to confirm your devices work properly.
Learn more about what the lights mean on your Google Nest Wifi or Google Wifi devices.
Step 3. Check your configuration
In most cases, you don't need to change your network configurations because Google Nest Wifi and Google Wifi use DHCP, a common internet connection protocol, by default.
You might need to adjust the WAN settings in the Google Home app:
DSL and Fiber internet users
You might need to enter a PPPoE account name and password before the modem allows the Nest Wifi router or a primary Wifi point to access the internet. You can do this in the Google Home app's WAN settings.
If you don't know your PPPoE information, contact your ISP. Having trouble? Learn how to fix PPPoE issues during setup.
Static IP
If you receive a static IP through your ISP, enter your static IP information in the WAN settings of the Google Home app. Your ISP should be able to provide this information.
Step 4. Call your Internet Service Provider (ISP)
If you continue to have connection issuesand can't get online, contact your ISP. Here's what to ask your ISP:
Is there an internet service outage in my area?
Did the internet settings change (a new static IP or PPPoE username or password)?
Have there been any other network service changes?
Step 5. Factory reset your Wifi devices
Mesh point or additional router doesn't work
If you're able to access the internet with at least one Wifi router or point, follow these steps to get your other devices back online.
Devices appear offline in the Google Home app
If your Wifi device shows an offline status in the Google Home app while still connected to the internet, follow these steps to fix.
Disable Internet Protocol version 6 (IPv6)
Restart your device with the power cable
- Unplug the power cable from your Wifi device.
- Wait 10 to 20 seconds for it to fully power off.
- Plug the power cable back into your Wifi device.
- Wait for one to two minutes for it to fully power on.
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Device can't connect to my Nest Wifi or Google Wifi network
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