Search
Clear search
Close search
Google apps
Main menu

Sincerest apologies for any Wi-Fi Issues — February 23rd

Today we experienced an issue with our Google Accounts engine that may have affected your Google Wifi or OnHub device. This caused some devices to automatically reset to the initial state you bought them in. Unfortunately, these devices need to be set up again. We'd like to share our sincerest apologies for the inconvenience.

The steps below will guide you through re-setting up your Wifi points. If you set up your Wi-Fi network with the same network name and password as before, your personal devices should automatically reconnect.

How to check if your Wifi points/OnHub are online

  1. Open the Google Wifi app.
  2. Tap the  tab, then the Wifi points or OnHub icon.
  3. Your Wifi points or OnHub will be displayed as online or offline.

If your primary Wifi point is offline

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

Step 1: Check your mesh Wifi points (only if you have more than 1 Wifi point, otherwise proceed to step 2)

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 up to 7 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 2: 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 3: 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 settings.

  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.

If a mesh Wifi point is offline, but Primary point is online

If your mesh Wifi point is pulsing blue and your primary point is online, you will be able to re-add this mesh Wifi point to your existing network.
Here's how:
  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. Tap Add to "MyNetwork."
  5. Follow the steps in the app to set up your network.

Repeat these steps for any additional Wifi points.

 

Once you’re back online, to remove the “inactive” Wifi point:

  1. In the Google Wifi app, tap the tab, then Network settings.

  2. Tap Wifi points.

  3. Under Network device settings, tap the inactive Wifi point.

  4. Tap Remove device, then Factory reset. This will clear the inactive Wifi point from your app, it will not erase the entire network.

If you want to set up later

You can always connect to the setup network of your primary point. This should give you a Wi-Fi connection until you are ready to re-setup your network. 
  1. Find the setup name code printed on the bottom of your device. You'll need these in the next step.  
  2. Open your phone's Settings.
  3. Tap Wi-Fi, and make sure it's toggled on. Select your Wifi point's setup network name (found on the bottom of your device) from the list of available networks, and enter the code.
      

 

 

Was this article helpful?
How can we improve it?