Fix your Google Nest Wifi or Google Wifi network

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 is not working, 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
  • 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, follow the steps in device can't connect to my Nest Wifi or Google Wifi network.

Can't connect to the internet and no Nest Wifi or Google Wifi devices are working

Step 1. Check your cables and connections

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

  1. Make sure 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.
  2. Make sure your modem and Wifi router and point(s) are powered on and that all cables are secure.
  3. Make sure 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 Wifi devices off and on to fix connection issues with your network. To restart your devices, follow these steps:

  1. Disconnect power from all of your network devices, including your modem and any Google Nest Wifi or Google Wifi devices.
  2. Wait until all of the LED lights on the devices you unplugged are off. This will confirm that the devices no longer have power.
  3. Reconnect power to your modem only.
  4. Wait until your modem is fully powered on and all of its indicator lights are back on. This usually takes about 2 minutes.
  5. Make sure all Ethernet cables are still secure.
  6. Reconnect power to your Google Nest Wifi router or primary Google Wifi point and wait until it's fully on. This takes about 1 minute.
  7. Reconnect power to any additional points or routers.
  8. Close and re-open the Google Home app.
  9. Perform a mesh test to confirm your devices are working properly.

Learn 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 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 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 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

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 Wifi devices

Step 6. Contact support

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

Related articles

Enable bridge mode (Single Wifi device networks only)
Change your DNS
Disable Wi-Fi on modem/router combo
Hardwire Google Nest Wifi routers, Google Wifi points, and other devices
Troubleshoot slow internet
How many Google Nest Wifi points do I need?
Device can't connect to my Nest Wifi or Google Wifi network

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