/wifi/community?hl=en
/wifi/community?hl=en
2/25/17
Original Poster
Courtney

Update: Google Wifi and OnHub Devices Experiencing Issues 2/23

Wifi Care team here. For anyone who's still having trouble getting back online, please see this dedicated support page for step-by-step instructions. Comment below if issues still persist. Sincere apologies on behalf of the Google Wifi and OnHub team.

Update 02-23-2017 7:24pm PST

Unfortunately, when a device factory resets, all network settings and data is erased. This means that you will need to set back up your network as you did before, including device names, DNS settings, etc.. We know that this is not necessarily an easy or quick process for many of you with complicated network setups, but unfortunately this is the only way to setup your network again. 

If you are experiencing an issue where one of your devices will not setup (after having setup the others), you can try these steps. This may not be a perfect workaround, but we have seen success in some cases:

1. Hardwire the OnHub/Wifi point you want to add to the primary point with an ethernet cable.
2. Once connected together, connect to the setup SSID of the Wifi point you want to add.
3. Open the app and select “add wifi point to the network”.
4. Despite being on the setup network, this should still force the primary point to activate it’s mesh network and let the two points find each other. 
5. You should receive a prompt to disconnect the ethernet cord from the child point to proceed with the mesh setup. By this point you should be able to complete setup.

We will continue to provide updates with more information and solutions as we learn more. Thank you again for your continued patience.


Update 02-23-2017 7:06pm PST

Thank you for the patience over the last hours. Unfortunately, if you have experienced this issue you will need to setup your network again. Please see this Help Center article with more info on the issue and how to setup your devices again. We will also be sending an email out soon to all those affected. We will continue to update this forum and the Help Center article with more info.


Update 02-23-2017 3:50pm PST

This issue is not update-related (no updates were pushed today) and is not only affecting Google Wifi. We are continuing to investigate the source of the issue. If you need wifi immediately, you can use the credentials at the bottom of your Google Wifi device to access the internet. Connect to the setup network on your devices and you should be able to access the internet in the meantime while we work on fixing this issue. 


02-23-2017 2:38pm PST

This afternoon, users have reported that they are experiencing issues with their Google Wifi and OnHub devices. Our team is aware of the issue and is investigating the cause right now. We will reach out to provide more details and information soon. 

- Wifi Care Team
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All Replies (524)
Wende Hernandez
2/24/17
Wende Hernandez
I have been on hold for 20 mins now. I guess I will have to call back later if this issue is not fixed. My internet is offline and the unit is slowly pulsing blue. However my modem is connected to the internet so it is not my internet provider. Hopefully this gets resolved quickly. Thanks!
Google user
2/24/17
Google user
In the mean time what can we do to get it back up and running. Is there a procedure to set the network back up again?
Wende Hernandez
2/24/17
Wende Hernandez
Great question!
Katharine Burnette
2/24/17
Katharine Burnette
Sure would have been good to know before I spent 40 minutes on the phone with my idiot internet provider. Will there be some kind of notification when y'all have it fixed?
Robert Roland
2/24/17
Robert Roland
In my case, my primary OnHub performed a factory reset during the upgrade sent out today.

I had to factory reset my other two access points and rebuild my network. :(
Katharine Burnette
2/24/17
Katharine Burnette
Is there any reason to stay on hold with you folks or are you just going to tell me it is a hardware/software problem and nothing anyone can help over the phone?
WiFi Ninja
2/24/17
WiFi Ninja
I'm down and wanted to work from home tomorrow.  Is this going to be the trend in cloud connector routers?
Dave Gray
2/24/17
Dave Gray
55 minutes on hold and counting.
2/24/17
Original Poster
Courtney
Hi all,

We will provide all updates over the forum through this post. Due to long wait times, it is best not to stay on hold with support and check back here frequently instead. Please continue to check this post, as we will be providing updates here as they come in.

Courtney
/wifi care team
Richard St Sauveur
2/24/17
Richard St Sauveur
So you bricked our onhub routers with a software update and you will reach out with an explanation when you have one?
513 MORE
Tor Moltubakk
6/27/17
Tor Moltubakk
Er ikke godt nok av dere å ha enerett på mobilene mine for hvordan skal jeg få svar på bare mobil nummer når alt stilte seg tilbake da jeg slå inn koden på sim men kom til deres GOGGLE hvor man kommer ikke lenger før 1 av 5 -6 domene navn dere har på kontoer jeg ikke har bedt om.Vet hvordan jeg gjør dette for fungerte første gang men når ikke dere kan godta koden på mobil eller ett av de i bruk for fjernet det hoved domene i den tro at da kunne jeg få ringe,se nummer lister på navn å ikke minst få hjelp av dere over mobil nummeret da fast.tlf er ikke godtatt selv om det å går på nettet å er like trygt.Enten saksøker jeg dere for å tatt over min tilgang til 2 dyre nye LG mobiler å kjøper meg en APPLE for har råd til nye å en rettsak om ikke dere fikser dette inen imorgen for nå har jeg brukt ca.5 timer på å finne ut at jeg må få ett nytt domene?Er da for svarte ikke GOGGLE som eier folk sine mobilers operatører å er så treigt uansett nå GOGGLE sine nettlesere at hva om jeg hadde en annen som hovednettleser.Er penger dere lager dette såkalte supersikre som NSA og Russisk e-tjeneste uansett hacker lett for de er jo ansatt mange fra dere å tror ikke GOGGLE tør nekte en e-tjeneste som er hovedbasen for 18 bare i USA.Er utdannet i elektro svakstrøm med lang tid i marinen å vet hva utstyr vi har på verdens mest moderne overvåkningsskip som US NAVY må ha opplysninger for de hører,avlytter,ser å mye mere jeg ikke har lov å skrive men kan si det slik at selv om de ligger skjult i tåken i nord hadde ikke deres misiller fra skip å fly truffet noe i IRAK.Så dette supersystemet GOOGLE ikke har betjent support i Norge er bare vas da en svarer henviser hit.Imorgen skal den nye koden jeg lager fungere på mitt domene.
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