How do I troubleshoot issues with my Google Nest Wifi Pro router?

Various factors can influence your router’s performance. Use the following troubleshooting topics and steps to fix common issues with your router.

I can’t connect to the internet.

• Check your power cable and connections. Sometimes loose, disconnected, or damaged cables can cause connection issues. Make sure that your power cable is securely connected to your router and plugged into a power outlet.
• Check that your router and fiber modem are connected to each other. The router and modem (the white box that connects to the fiber line coming into your home) should be plugged in and connected to each other with an Ethernet cable. One end of the cable should be connected to the router's WAN port (the Ethernet port on the left), and the other end connected to the modem's gray Ethernet port. 
• Check if the modem lights are on. Ensure that the lights for Power, PON, and Data are on and showing solid green. (Note: The Data light could be flashing to represent network activity.) If the lights are off, unplug the modem's power adapter and wait 10 seconds. Then plug it back in and wait 2-5 minutes. If the PON light is flashing or if the lights are still off, further assistance is required. Contact us via chat and we’ll help you out. 
• Check if the router's status light is on. This is the small LED on the center of the router’s lower half. If it's off, unplug the router's power adapter and plug it back in. 
• After plugging in the power adapter, check for one of the following status light colors. (Note: At this point, the light will be flashing white to indicate that the router is booting up or updating.)

     - Solid white: Router is online and active.

     - Slow flashing yellow: Router has no active internet connection or the connection to the modem has been interrupted. Further assistance is required. Contact us via chat and we’ll help you out.

     - Flashing blue: Router is in setup mode. Open the Google Home app on your phone and follow the steps to set up your router and connect to your home network. If you don't have the app, download it now.

     -  Red: Router has experienced a critical failure. Follow these steps to factory reset your router:

          -  Press and hold the reset button on the bottom of the router and release it when the light turns solid yellow.  

          -  The light will then turn flashing blue. Open the Google Home app on your phone and follow the steps to set up your router and connect to your home network.

If the router status light doesn’t turn on, further assistance is required. Contact us via chat and we’ll help you out.

• If you’re still having issues with your connectivity, check the status of your internet in the Google Home app. If you don't have the app, download it now. 
• Open the app on your phone and check your internet status on the tile for the router. If your router is online, the tile will be a lighter grey. If it’s offline, the tile will be a darker grey. Below the name of the device, it will say offline. 
• If you still have no connectivity, turn off your device’s Wi-Fi then turn it back on. There may be an issue with one or more of your devices if the app status shows Online but you still have no internet connection.
• If there is still no connection, reboot your device. Unplug the power cable and plug it back in. 
   
  My internet connection is slow.
• Check your power cable and connections. Sometimes loose, disconnected, or damaged cables can cause connection issues. Make sure that your power cable is securely connected to your router and plugged into a power outlet. 
• Check that your router and fiber modem are connected to each other. The router and modem (the white box that connects to the fiber line coming into your home) should be plugged in and connected to each other with an Ethernet cable. One end of the cable should be connected to the router's WAN port (the Ethernet port on the left), and the other end connected to the modem's gray Ethernet port. 
• If your internet is still slow, run a speed test to determine your connection speed. Open the Google Home app and tap the tile for your router. Then tap "Run speed test" to get real-time results. If you don't have the Google Home app, download it now.
• If speeds are in the single digits, unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. The router's status light will turn solid white, then flashing white while the router boots up. It will take about a minute or two for it to start up and begin broadcasting. The cycle is complete when the router's status light turns solid white again.  

One or more of my devices won't connect to the internet.

• Turn off your device's Wi-Fi then turn it back on. If that doesn’t work, restart the device and try again. 
• If your device still won't connect to the internet, try rebooting your router. Unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. 
• If there is still no connection, run a speed test to determine your connection speed. Open the Google Home app and tap the tile for your router. Then tap "Run speed test" to get real-time results. If you don't have the Google Home app, download it now.  
• If speeds are in the single digits, unplug the power cable from the back of your router, wait 30 seconds, then plug it back in. The router's status light will turn solid white, then flashing white while the router boots up. It will take about a minute or two for it to start up and begin broadcasting. The cycle is complete when the router's status light turns solid white again.

My router is damaged.

• If your router or fiber modem is damaged, contact us via chat and we’ll help you out.