Troubleshoot Your Router
| Wi-Fi 6E Router light status | Cause | Action |
|
Solid Green
|
The router is connected to the network and has an IP address. | No action required |
|
Solid Red
|
The router is not connected to the network, or doesn't have an IP address. | Check your physical connections and press the Power button to reboot the router. |
|
Solid Yellow > Solid Green
|
The WiFi LED light transitions from solid yellow to solid green to indicate Wi-Fi is on and the SSID/password were successfully configured. | No action required |
|
Solid Red
|
Wi-Fi is off or the SSID/password were not successfully configured. |
|
Power
Wi-FiRestart
If you're having trouble with your internet connection, first try restarting your Wi-Fi 6E Router:
- Unplug the power adapter and wait 10 seconds.
- Plug it back in.
- Wait for the Power and Internet lights to turn solid green. (This can take up to 5 minutes.)
Factory reset
If restarting your Wi-Fi 6E Router didn’t resolve the issue, you can try to factory reset it. A factory reset will return your device to its original settings, which should resolve many configuration-related issues. Please note that your network settings won’t be reset, however.
To perform a factory reset, first make sure the router is on. Then:
- Use a pen or an unfolded paperclip to push the Reset button on the base of the router for at least 10 seconds. The power light on the front of the router will blink red. Release the Reset button.
- The router will restart and apply the factory default settings. Wait for the Power and Internet lights to turn solid green. (Please DO NOT unplug the router while the lights are blinking.)
- Verify that you can see the Wi-Fi network name (SSID) and that the device you are using is connected with the correct Wi-Fi password.
- If possible, connect the device directly to your Wi-Fi 6E Router using an Ethernet cable.
- If only one of your devices (such as a phone, laptop, or tablet) is not connecting, the issue is more than likely with that device. Please contact the device manufacturer’s customer service team before contacting GFiber so that we can rule out any device-specific issues.
- To check your internet speed, you can run a speed test.
- Many modern devices (including phones, laptops, and tablets) only support internet speeds of up to 1 Gigabit per second due to the limitations of their built-in hardware. If you’re on a multi-gig plan, we recommend checking your device's specifications to see if it is capable of higher speeds.
- If you’re connecting to your 2, 5, or 8 Gig service through a switch or network hub, please check the device’s specifications or contact the manufacturer to confirm that it’s able to support the higher bandwidth.
- Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses.
- If possible, connect your device directly to one of the Wi-Fi 6E Router’s LAN ports using an Ethernet cable. You’ll need to use the Silver LAN port to get speeds up to 10 Gig, or one of the three blue LAN ports to get speeds up to 2.5 Gig.
- If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz or 6GHz band.
GFiber Wi-Fi 6 Router
Troubleshooting your Wi-Fi 6 Router
Check the LED lights on the Wi-Fi 6 Router:
Power LED light:
Light Status | Cause | Action |
|---|---|---|
No Light | No power. | Restart the Wi-Fi 6 Router:
|
Purple | The router is powering up or trying to connect to the network. | Wait up to five minutes for the Power, Internet and Wi-Fi LED lights to turn to solid blue. |
Solid Blue | The router is connected to the network and online. | No action required.
|
Internet LED light:
| Light Status | Cause | Action |
|---|---|---|
| Purple | The router is powering up or trying to connect to the network. | Wait for the router to power up and connect to the network. This may take up to five minutes. |
| Solid Red | The router is searching for an uplink connection. | Make sure the ethernet cable is plugged into the red WAN port in the back of the router. Wait up to five minutes for the router to establish a connection. |
| Blinking Blue | The router is connecting (retrieving a DHCP IP address). | Wait up to five minutes for the Power, internet and Wi-Fi LED lights to turn to solid blue. |
| Blinking Red | There’s a connection issue. | Restart the Wi-Fi 6 Router:
|
| Solid Blue | The router is connected to the network and online. | No action required. |
Wi-Fi LED light:
| Light Status | Cause | Action |
|---|---|---|
| Solid blue | Wi-Fi is on. | Your Wi-Fi is on, and you should be able to connect. If you cannot connect to your Wi-Fi network, make sure that you are using the correct Wi-Fi network name (SSID) and password. You can verify or change your Wi-Fi name and password by signing in to your GFiber Account or by accessing the Google Fiber app. |
| No Light | Wi-Fi is off. | Turn on your Wi-Fi signal by signing in to your GFiber account. |
If you're having trouble with your internet connection, first try restarting your Wi-Fi 6 Router:
- Unplug the power adapter and wait 10 seconds.
- Plug it back in.
- Wait for the Power and Internet lights to turn solid blue. (This can take up to 5 minutes.)
Factory reset
If restarting your Wi-Fi 6 Router didn’t resolve the issue, you can try to factory reset it. A factory reset will return your device to its original settings, which should resolve many configuration-related issues. Please note that your network settings won’t be reset, however.
To perform a factory reset, first make sure the router is on. Then:
- Use a pen or an unfolded paperclip to push the Reset button on the back of the router for at least 10 seconds, and then release it.
- The router will restart and apply the factory default settings.
- Verify that you can see the Wi-Fi network name (SSID) and that the device you are using is connected with the correct Wi-Fi password.
- If possible, connect the device directly to your Wi-Fi 6E Router using an Ethernet cable.
- If only one of your devices (such as a phone, laptop, or tablet) is not connecting, the issue is more than likely with that device. Please contact the device manufacturer’s customer service team before contacting GFiber so that we can rule out any device-specific issues.
- To check your internet speed, you can run a speed test.
- If you’re connecting to your internet service through a switch or network hub, please check the device’s specifications or contact the manufacturer to confirm that it’s able to support higher bandwidth.
- Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses.
- If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz or 6GHz band.
- If your internet is still slower than expected after following the steps above, you can contact us anytime.
GFiber Multi-Gig Router
If you’re a 2 Gig, 5 Gig, or 8 Gig customer, your internet service may have come with a Google Fiber Multi-Gig Router. You can learn more about it here.
Troubleshooting your Multi-Gig Router
Power LED light:
| Light Status | Cause | Action |
|---|---|---|
| No Light | No power. |
Restart the Multi-Gig Router:
|
| Blinking Blue | The router is powering up or trying to connect to the network. | Wait two to three minutes for the Power, Internet and Wi-Fi LED lights to turn to solid blue. |
| Solid Blue | The router is connected to the network and online. | No action required. |
| Solid Red | The router is experiencing a hardware failure. |
Restart the Multi-Gig Router:
|
Internet LED light:
| Light Status | Cause | Action |
|---|---|---|
| Purple | The router is powering up or trying to connect to the network. | Wait for the Multi-Gig Router to power up and connect to the network. This may take up to five minutes. |
| Solid Red | The router is searching for an uplink connection. | Make sure the ethernet cable is plugged into the red WAN port  in the back of the router. Wait two to three minutes for the router to establish a connection. |
| Blinking Blue | The router is connecting (retrieving a DHCP IP address). | Wait two to three minutes for the Power, internet and Wi-Fi LED lights to turn to solid blue. |
| Blinking Red | There’s a connection issue. |
Restart the Multi-Gig Router:
|
| Solid Blue | The router is connected to the network and online. | No action required. |
Wi-Fi LED light:
| Light Status | Cause | Action |
|---|---|---|
| Solid blue | Wi-Fi is on. |
Your Wi-Fi is on, and you should be able to connect. If you cannot connect to your Wi-Fi network, make sure that you are using the correct Wi-Fi network name (SSID) and password. You can verify or change your Wi-Fi name and password by signing in to your GFiber Account or by accessing the Google Fiber app. |
| No Light | Wi-Fi is off. | Turn on your Wi-Fi signal by signing in to your GFiber account. |
Restart (power cycle)
If you're having trouble with your internet connection, first try restarting your Multi-Gig Router:
- Unplug the power adapter and wait 10 seconds.
- Plug it back in.
- Wait for the Power and Internet lights to turn solid blue. (This can take up to 5 minutes.)
Factory reset
If restarting your Multi-Gig Router didn’t resolve the issue, you can try to factory reset it. A factory reset will return your device to its original settings, which should resolve many configuration-related issues. Please note that your network settings won’t be reset, however.
To perform a factory reset, first make sure the router is on. Then:
- Use a pen or an unfolded paperclip to push the Reset button on the back of the router for at least 10 seconds, and then release it.
- The router will restart and apply the factory default settings.
- Verify that you can see the Wi-Fi network name ( SSID) and that the device you are using is connected with the correct Wi-Fi password.
- If possible, connect the device directly to your Wi-Fi 6E Router using an Ethernet cable.
- If only one of your devices (such as a phone, laptop, or tablet) is not connecting, the issue is more than likely with that device. Please contact the device manufacturer’s customer service team before contacting GFiber so that we can rule out any device-specific issues.
- To check your internet speed, you can run a speed test.
- Many modern devices (including phones, laptops, and tablets) only support internet speeds of up to 1 Gigabit per second due to the limitations of their built-in hardware. If you’re on a multi-gig plan, we recommend checking your device's specifications to see if it is capable of higher speeds.
- If you’re connecting to your 2, 5, or 8 Gig service through a switch or network hub, please check the device’s specifications or contact the manufacturer to confirm that it’s able to support the higher bandwidth.
- Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses.
- If possible, connect your device directly to one of the Wi-Fi 6E Router’s LAN ports using an Ethernet cable. You’ll need to use the Silver LAN port to get speeds up to 10 Gig, or one of the three blue LAN ports to get speeds up to 2.5 Gig.
- If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz or 6GHz band.
- If your internet is still slower than expected after following the steps above, you can contact us anytime.
Nest Wifi Pro
Nest Wifi Pro is a mesh Wi-Fi system that replaces the traditional router and brings you fast internet, less congested channels, and the ability for more of your devices to operate at higher speeds. You can learn more about it here.
Troubleshooting your Nest Wifi Pro
| Color | What it means | What to do |
No Light | The router has no power. | Check that the power cable is properly connected to your router and a working wall outlet. If your Nest Wifi Pro is already set up and the light appears to be off, check your light brightness settings in the Google Home app. If there's still no light, contact GFiber customer support. |
The device is online, but you've turned off the status light in the Google Home app. | You're online. | |
Solid white | The device is online. By default, the light is turned on for online Nest Wifi Pro routers, but you can turn it off in the Google Home app. | You're online. |
| The device is booting up. | Wait for the device to boot up (this takes about a minute). When it's done, it'll slowly pulse blue to let you know it's ready for setup. |
The device is updating. | Wait for the device to complete the update. | |
| The device is ready for setup. | Use the Google Home app to set up your router. |
| Pairing is in progress. | Wait for the device to complete pairing. |
| Your router is performing a factory reset. A solid yellow light during setup also indicates a network error on your device. | This can take up to 10 minutes. When it's done, the device will reset itself. |
| There's a network error. | Confirm that your Nest Wifi Pro is connected to the Fiber Jack and both devices are powered on. Please check the Ethernet cable between the Fiber Jack and Nest Wifi Pro and replace it if necessary. You may need to unplug, then plug in each device again. Learn more about fixing network errors. |
| Your device encountered an error during setup. | Something went wrong. Wait for the device to slowly pulse blue, then try to pair it again. |
You're holding down the reset button and factory resetting the device. | If you keep holding down the reset button, after about 12 seconds, the light will turn solid yellow. Once it's solid yellow, let go of the factory reset button. | |
Fast blinking red | Something is wrong. | Critical failure – please factory reset the router. If the light stays red, contact GFiber customer support. |
- When your Nest Wifi Pro device identifies an issue with the network, you’ll receive a Network Insight message in your Google Home feed to let you know that there may be a problem.
- To see if you’ve received a message, you can open the Google Home app and check your feed, which is at the bottom right corner of the home screen.
- Next, you'll be able to check for any Network Insight messages. Here are some examples of the messages you might see:
Ethernet connection is limiting your network speed
You’ll see this alert after a speed test has been performed which showed that the link speed of your network was 100 Mbps or lower, and a point’s speed was 90% or less than the speed of its primary point. This likely means that there’s an issue with your Ethernet cables, connection, or other networking equipment.
You can check to see if your Ethernet ports or cables are loose and/or damaged in any way. If they are, please contact us for assistance and we’ll send you a replacement if necessary.
Slow internet speeds - internet service providers (ISP)
You’ll receive this message when your Nest Wifi Pro determines that its internet requests are taking longer to complete than expected.
- First, we recommend testing your connection (please make sure your Nest Wifi Pro is plugged directly into the Fiber Jack).
- If your speeds are as expected, you can proceed with other troubleshooting steps as needed. Otherwise, please contact us for assistance.
Slow internet speeds - network congestion
If your Nest Wifi Pro detects that your internet connection is slow due to congestion or a lack of bandwidth, you’ll receive this alert. It means that there may be a device on your network that is using excessive bandwidth (such as for gaming, photo back-up, etc.) or that there is too much congestion on the network.
- Check to see whether there are any third-party routers on your network, and disable them.
- If there are no other networking devices connected, we recommend restarting your Nest Wifi Pro devices — starting with the primary point. If speeds do not improve after a restart, you can try factory resetting the devices.
- Verify that you can see the Wi-Fi network name (SSID) and that the device you are using is connected with the correct Wi-Fi password.
- If only one of your devices (such as a phone, laptop, or tablet) is not connecting, the issue is more than likely with that device. Please contact the device manufacturer’s customer service team before contacting GFiber so that we can rule out any device-specific issues.
Verify that you are connecting using the correct Wi-Fi network name (SSID) and password. You can learn more about how to set and share your network name and password here.
Restart all Nest Wifi Pro points (as well as your Fiber Jack)
- Disconnect your Fiber Jack from the power outlet.
- Disconnect your Ethernet and power cables from the main Nest Wifi Pro point (this is the one that’s connected to your Fiber Jack).
- Disconnect the mesh point(s) from the power outlet(s).
- Leave them all unplugged for at least one minute.
- Connect your Fiber Jack to the power outlet and allow it to power on fully before proceeding. This process can take up to three minutes. (If you need instructions for your specific model, see Troubleshoot your Fiber Jack).
- Reconnect the power and the Ethernet cables back to the main Nest Wifi Pro point, making sure that the Ethernet cable coming from the Fiber Jack is going into the WAN port
on your Nest Wifi Pro. The LED lights on the Nest Wifi Pro will turn solid white when it’s fully back online.
Try to get online
- If your service has been restored, reconnect additional mesh point(s) to a power outlet.
- The LED lights on the mesh point(s) should turn solid white or teal.
- Run a mesh test in the Google Home app to measure the connection between your main Nest Wifi Pro point (the one that’s connected to your Fiber Jack) and any additional points. The stronger the connection is, the better your Wi-Fi will be.
- If you are still unable to connect any devices, contact us.
Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at the same time
Run a speed test
You can run a speed test on the Google Home app. It’ll tell you the hardwired speed that your Nest Wifi Pro is receiving from GFiber.
- First, open the Google Home app.
- Tap Wi-Fi and then under Network, tap Run Speed Test.
- To view your previous speed test results, you can tap Wi-Fi and then Network. Your results can be found at the bottom of the page.
For more information or to run a speed test using your web browser, click here.
Improve your speeds
Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses. If you want to get the maximum possible speed, we recommend connecting your device directly to your main Nest Wifi Pro point with an Ethernet cable.
If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz band.
If your internet is still slower than expected after following the steps above, you can contact us anytime.
| Color | What it means | What to do |
No Light | The router has no power or the light was turned off in the Google Home app. | Check that the power cable is properly connected to your Google Wifi point and a working wall outlet. If your Wifi point is already set up and the light appears to be off, check your light brightness settings in the Google Home app. If there's still no light, contact GFiber customer support. |
| Solid White | The Google Wifi point is online. | You're online. |
| Pulsing Blue | The Google Wifi point is ready for setup. | Use the Google Home app to set up the Google Wifi point. The light will turn solid white when it’s online. |
| Solid Blue | The Google Wifi point is performing a factory reset. | This can take up to 10 minutes. When it's done, the Wifi point will reset itself and start pulsing blue (this means it's ready for setup). |
| Pulsing Orange | The Google Wifi point has no internet connection. | Confirm your Google Wifi point is connected to the Fiber Jack and both devices are powered on. Please check the Ethernet cable between the Fiber Jack and Google Wifi and replace it if necessary. You may need to unplug, then plug in each device again. Learn more about fixing network errors. |
| Pulsing Red | The Google Wifi point has an issue. | Factory reset the Google Wifi point. If it continues to pulse red, contact GFiber customer support. |
- When your Google Wifi device identifies an issue with the network, you’ll receive a Network Insight message in your Google Home feed to let you know that there may be a problem.
- To see if you’ve received a message, you can open the Google Home app and check your feed, which is at the bottom right corner of the home screen.
- Next, you'll be able to check for any Network Insight messages. Here are some examples of the messages you might see:
Ethernet connection is limiting your network speed
You’ll see this alert after a speed test has been performed which showed that the link speed of your network was 100 Mbps or lower, and a point’s speed was 90% or less than the speed of its primary point. This likely means that there’s an issue with your Ethernet cables, connection, or other networking equipment.
You can check to see if your Ethernet ports or cables are loose and/or damaged in any way. If they are, please contact us for assistance and we’ll send you a replacement if necessary.
Slow internet speeds - internet service providers (ISP)
You’ll receive this message when your Google Wifi determines that its internet requests are taking longer to complete than expected.
- First, we recommend testing your connection (please make sure your Google Wifi is plugged directly into the Fiber Jack).
- If your speeds are as expected, you can proceed with other troubleshooting steps as needed. Otherwise, please contact us for assistance.
Slow internet speeds - network congestion
If your Google Wifi detects that your internet connection is slow due to congestion or a lack of bandwidth, you’ll receive this alert. It means that there may be a device on your network that is using excessive bandwidth (such as for gaming, photo back-up, etc.) or that there is too much congestion on the network.
- Check to see whether there are any third-party routers on your network, and disable them.
- If there are no other networking devices connected, we recommend restarting your Google Wifi devices — starting with the primary point. If speeds do not improve after a restart, you can try factory resetting the devices.
- Verify that you can see the Wi-Fi network name (SSID) and that the device you are using is connected with the correct Wi-Fi password.
- If only one of your devices (such as a phone, laptop, or tablet) is not connecting, the issue is more than likely with that device. Please contact the device manufacturer’s customer service team before contacting GFiber so that we can rule out any device-specific issues.
Verify that you are connecting using the correct Wi-Fi network name (SSID) and password. You can learn more about how to set and share your network name and password here.
Restart all Google Wifi points (as well as your Fiber Jack)
- Disconnect your Fiber Jack from the power outlet.
- Disconnect your Ethernet and power cables from the main Google Wifi point (this is the one that’s connected to your Fiber Jack).
- Disconnect the mesh point(s) from the power outlet(s).
- Leave them all unplugged for at least one minute.
- Connect your Fiber Jack to the power outlet and allow it to power on fully before proceeding. This process can take up to three minutes. (If you need instructions for your specific model, see Troubleshoot your Fiber Jack).
- Reconnect the power and the Ethernet cables back to the main Google Wifi point, making sure that the Ethernet cable coming from the Fiber Jack is going into the WAN port
Try to get online
- If your service has been restored, reconnect additional mesh point(s) to a power outlet.
- The LED lights on the mesh point(s) should turn solid white or teal.
- Run a mesh test in the Google Home app to measure the connection between your main Google Wifi point (the one that’s connected to your Fiber Jack) and any additional points. The stronger the connection is, the better your Wi-Fi will be.
- If you are still unable to connect any devices, contact us.
Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at the same time
Run a speed test
You can run a speed test on the Google Home app. It’ll tell you the hardwired speed that your Google Wifi is receiving from GFiber.
- First, open the Google Home app.
- Tap Wi-Fi and then under Network, tap Run Speed Test.
- To view your previous speed test results, you can tap Wi-Fi and then Network. Your results can be found at the bottom of the page.
For more information or to run a speed test using your web browser, click here.
Improve your speeds
Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses. If you want to get the maximum possible speed, we recommend connecting your device directly to your main Google Wifi point with an Ethernet cable.
If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz band.
If your internet is still slower than expected after following the steps above, you can contact us anytime.
Network Box
Troubleshooting your router
|
Light Status |
Meaning |
|---|---|
|
Solid blue |
The Network Box is connected to the network and is online. This is the intended behavior. |
|
Slow pulsing blue |
The Network Box is connected to the network or upgrading its firmware. |
|
Fast pulsing blue |
The Network Box is connected to the network but is unable to reach GFiber servers. |
|
Pulsing red |
The Network Box is disconnected from the network. |
|
Solid red |
There’s a hardware failure. |
|
No light |
There is no power. |
How to restart your Network Box
- Unplug the power cord and wait at least 10 seconds.
- Plug the power cord back back into the device.
- Wait for the LED light to turn to solid blue (this can take two to three minutes).
- Verify that you can see the Wi-Fi network name (SSID) and that the device you are using is connected with the correct Wi-Fi password.
If your Network Box is still having trouble connecting – and you aren’t in an outage, your account is in good standing, and your Fiber Jack is online – please contact us and we’ll upgrade you to a new GFiber router.
- Sign in to your GFiber account with your email and password.
- Click “Manage equipment,” then click “Use your own router.”
-
Click the box next to “I’ll use my own router.” You’ll be asked to provide the make and model (this part is optional though).
- Click “Save” at the bottom of the page.
Please remove any other equipment, including any previously installed routers provided by GFiber.
Minimum specifications for 1 Gig speeds:
- Wi-Fi 6 (802.11ax)
- Gigabit Ethernet port (minimum two ports)
- WPA2 or better security protocols
Advanced specifications for multi-gig speeds:
- Wi-Fi 6E
- Dual-band or Quad-band
- Minimum one 5GBASE-T RJ-45 (Ethernet) for 5 Gig
- Minimum one 10GBASE-T WAN port for 8 Gig
- Minimum one 10GBASE-T RJ-45 (Ethernet) for 8 Gig
- Mesh-router system for homes with larger coverage area or Wi-Fi dead spots
- Verify that you can see the SSID and that the device you are using is connected with the correct Wi-Fi password.
- Try restarting your router:
- Unplug the power cord and wait at least 10 seconds.
- Plug the power cord back into the device.
- Wait for the LED lights to come back on.
- Test a wired connection between your device and your router by connecting them with an Ethernet cable if possible. This helps to determine Wi-Fi vs. wired connection issues.
- If you are still not able to connect to the internet and you have already completed these troubleshooting steps for your Fiber Jack, contact the router manufacturer’s customer service for assistance.
Your internet speed depends on several factors, such as the age of your computer or other device, its distance from your router, and the number of devices connected at the same time
Run a speed test
You can run a speed test at fiber.google.com/speedtest. Learn more about speed tests here.
Improve your speeds
Your speeds depend on a variety of factors, including the equipment you have, the devices you use (such as their age/model, and how close they are to your router), and the 802.11 Wi-Fi version your device uses. If you want to get the maximum possible speed, we recommend connecting your device directly to your router with an Ethernet cable.
If you’re connecting via Wi-Fi, make sure that your device (such as a phone or computer) is connected to the 5 GHz band.
If your internet is still slower than expected after following the steps above, you can contact us anytime.