Fix your Google Nest Wifi or Google Wifi network

There are few different things that can cause network problems for your Google Nest Wifi or Google Wifi devices.

Follow these troubleshooting steps to fix:

Can’t connect to the internet and no Wifi devices are working

Step 1: Check your cables and connections

Sometimes loose, disconnected or damaged cables can cause connection issues.

  1. Make sure the provided Ethernet cable is connected securely (the tab should click in) to your Nest Wifi router or primary Google Wifi point’s WAN port . The other end should be connected securely to your modem.
  2. Make sure your modem and Wifi router and points(s) are powered on and that all cables are secure.
  3. 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.

Step 2: Restart your modem, router, and point(s)

Turning your modem and Wifi devices off and on can fix connection issues with your network. To restart your devices, follow these steps:

  1. Disconnect power from all of your network devices, including your modem and any Google Nest Wifi or Google Wifi devices. 
  2. Wait until all of the LED lights on the devices you unplugged are off. This will confirm that the devices no longer have power.
  3. Reconnect power to your modem only.
  4. Wait until your modem is fully powered on and all of its indicator lights are back on. This usually takes about 2 minutes.
  5. Make sure all Ethernet cables are still secure.
  6. Reconnect power to your Google Nest Wifi router or primary Google Wifi point and wait until it's fully on. This takes about 1 minute.
  7. Reconnect power to any additional points or routers.
  8. Close and re-open the app you typically use to manage your Wifi devices (Google Home app or Google Wifi app).
  9. Perform a mesh test to confirm your devices are working properly.

Learn more about what the lights mean on your Google Nest or Google Wifi devices. 

Note: If only a Wifi mesh point is offline, check that it’s within range of your router or primary Wifi point. You may need to move the point closer to your router or to another mesh point.

Step 3: Check your configuration

In most cases, you won’t need to change your network configurations because Google Nest Wifi and Google Wifi use DHCP, a common internet connection protocol, by default.

You may need to adjust the WAN settings in the Google Wifi app:

  • If your internet service provider (ISP) requires a different protocol than DHCP like PPPoE or uses Static IPs.
  • If you’ve recently made changes to your network settings and now you can't get online.

DSL and Fiber internet users

You may 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 Wifi app's WAN settings

If you don’t know your PPPoE information, contact your ISP. Having trouble? Go to 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 Wifi app. Your ISP should be able to provide this information.

Step 4: Call your internet service provider

If you continue to have connection issues and can’t get online, contact your internet service provider (ISP). Here’s what to ask your ISP:

  • Is there an internet service outage in my area?
  • Did the internet settings change (e.g. a new static IP or PPPoE username/password)?
  • Have there been any other network service changes?

Step 5: Factory reset your Wifi devices

If you continue to have connection issues, factory reset your Wifi devices, wait until the light indicates that your device is ready to set up, then set up Google Nest Wifi or Google Wifi again.

Step 6: Contact support

For additional help, contact us.

Mesh point or additional router is not working

If you are able to access the internet with at least one Wifi router or point, follow these steps to get your other devices back online.

Fix a mesh Wifi point or additional router is offline

  1. Make sure any offline Wifi devices are powered on and that all cables are secure. If your device is hardwired, also check that your Ethernet cables are correctly connected to another Wifi point or switch. Learn more about how to setup hardwired devices
  2. Unplug the Wifi device that is offline and plug it back in.
  3. Open the Google Home app Google Home app and then tap Wifi  and then your Wifi device and then Settings  and then Restart Wifi point.
  4. Perform a mesh test to confirm your devices are working properly.
  5. Check that your points are within range of your router or primary Wifi point. You might need to move the point closer towards your router or another mesh point.
  6. Run a mesh test again.
  7. Factory reset your offline device, wait until the light indicates that your device is ready to set up, then add your Google Nest Wifi point or additional router or Google Wifi point again.
  8. For additional help, contact support.

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