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Getting your Wifi points back online

Here are step-by-step instructions for getting your Wifi points back up and running.

 

Step 1: Check your Primary Wifi point (the one wired to the modem)

If your primary point has been affected, it will pulse blue and need to be reset-up.

 

Step 2: Check your mesh Wifi points 

If your primary point is pulsing blue while your mesh points are pulsing orange, these mesh Wifi points will need to be factory reset with the hardware button, before they can be re-set up. Follow the steps below.

To factory reset a mesh Wifi point...

  1. Unplug your Wifi point from power.

  2. Press and hold the factory reset button. While holding down the button, plug the power cable back in. Continue pressing the button for about 10 seconds. Your Wifi point will flash white then blue. When it flashes blue, you can let go of the button.

  3. The Wifi point will continue flashing blue for about 45 seconds, then it'll turn solid blue. This process can take anywhere from 5 -15 minutes per device.

  4. Once complete, if the factory reset was successful, your Wifi point will pulse blue to indicate that it's ready for setup. If not, it will continue to pulse amber and you should start the process again.

 

Step 3: Once all your points are pulsing blue they are ready to be re-setup

To re-setup your network…

  1. In the Google Wifi app, tap the three lines in the upper-left corner to open the side menu.

  2. Tap Set up Wifi point (Android) or Add Wifi point (iOS).

  3. Tap Get Started.

  4. Choose Create new network. (Tip: If you set up your Wi-Fi with the same network name and password as before, your household connected devices should automatically reconnect.)

  5. Follow the steps in the app to set up your Wifi points.

 

Step 4: Once you’re back online

When you created a new network, the old inactive network may still be shown in the the Google Wifi app.

If you would like to remove the “inactive” network from the app...

  1. In the Google Wifi app, tap the three lines in the upper-left corner to open the side menu.

  2. Select the inactive network. (Tip: it’s the one with the offline Wifi points, ensure it’s not the network you just set up)

  3. Tap the  tab, then Network & general.

  4. Tap Wifi point(s) or OnHub, then Factory reset. This will clear the old network from your app, it will not erase your newly created network.

 

Sincerest apologies for the inconvenience. Please visit this dedicated support page for more information.

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