Help Center

Troubleshoot Your gFiber Internet and Wi-Fi

Follow the steps in this article to find solutions for common internet and Wi-Fi problems.

What to Check First

Check for service outages

Open the gFiber App or sign in at fiber.google.com. Look for an outage banner on your homepage.
Router connection is down screen on gFiber App

  • If there’s an outage in your area, we’re already on it — no troubleshooting is needed. 
  • Need help checking? Learn more about how to check for service outages.

Check your account status

While you’re logged in to your account, check for any payment alerts or account messages.

  • If your service is paused due to a billing issue, update your payment method and pay your balance first.
    Outage alert screen on gFiber App

Check Your Equipment

Router

Wi-Fi 7 Router
(Model GRBE331C)		Wi-Fi 6E Router
(Model GR6EXX0C)		Wi-Fi 6 Router
(Model GRAX210T)		Multi-Gig Router
(Model GFRG300)
Wi-Fi 7 RouterWi-Fi 6E RouterWi-Fi 6 RouterMulti-Gig Router

Your router connects your device to the internet. If it’s offline, in a bad spot, or misconfigured, it can cause connection issues.

Try these steps:

Fiber Jack

Fiber Jack
(Model GFLT100)
Image of Fiber Jack

The Fiber Jack connects your home to the gFiber network. If it's not working or can’t communicate with your router, your connection may be affected.

Try these steps:

Mesh extender (if you have one)

Wi-Fi 7 Mesh Extender
(Model GEBE320C)		Wi-Fi 6E Mesh Extender
(Model GE6E220C)
Wi-Fi 7 Mesh ExtenderWi-Fi 6E Mesh Extender

A mesh extender helps expand Wi-Fi to other rooms. If your connection is strong near the router but spotty elsewhere, your extender may need attention.

Try these steps: