Nest Wifi Pro, Nest Wifi or Google Wifi network not working

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 Wi-Fi device

Follow the steps to fix your Wi-Fi device problem and get tips on how to maintain good network performance.

Fix your Wi-Fi 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:

Google Nest Wifi router or point or Google Wifi point shows offline in mesh test
Can't connect to the Internet or Wi-Fi
Light indicates a network error
Other network issues

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 find out more at 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 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 Wi-Fi 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 fibre 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 lights on the devices that you unplugged are off. This 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. 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 reopen the Google Home app.
Perform a mesh test to confirm that your devices work properly.

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

Note: If only a Wi-Fi mesh point is offline, check that it's within range of your router or primary Wi-Fi point. You might need to move the point closer to your router or to another mesh point.

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:

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 fibre Internet users

You might need to enter a PPPoE account name and password before the modem allows the Nest Wifi router or a primary Wi-Fi 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 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 doesn't work

If you're able to access the Internet with at least one Wi-Fi router or point, follow these steps to get your other devices back online.

Fix a mesh Wi-Fi 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, check that your Ethernet cables are correctly connected to another Wi-Fi point or switch. Learn 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 Favourites or Devices Touch and hold your device's tile Settings More Reboot.
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.