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:

Wifi router or point shows offline in mesh test
Can’t connect to the Internet
Light indicates a network error
Other network issues

Can’t connect to the Internet and no Wi-Fi devices are working

Step 1. Check your cables and connections

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

Make sure that 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 that your modem and Wifi router and point(s) are powered on and that all cables are secure.
Make sure that 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)

Turn your modem and Wi-Fi 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 LED lights on the devices that you unplugged are off. This will confirm 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. This usually takes about two minutes.
Make sure that 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. This takes about one minute.
Reconnect power to any additional points or routers.
Close and re-open the app that you typically use to manage your Wi-Fi devices (Google Home app or Google Wifi app).
Perform a mesh test to confirm that your devices are working properly.

Find out 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 from 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? 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 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 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 Wi-Fi devices

If you continue to have connection issues, factory reset your Wi-Fi 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

Make sure that any offline Wi-Fi 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. Find out more about how to set up hardwired devices.
Unplug the Wi-Fi device that is offline and plug it back in.
Open the Google Home app tap Wi-Fi your Wifi device Settings Restart Wifi point.
Perform a mesh test to confirm that your devices are working properly.
Check that your points are within range of your router or primary Wifi point. You might need to move the point closer to your router or another mesh point.
Run a mesh test again.
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.
For additional help, contact support.