Google Home and Chromecast stopped working

Need Help?

That's what we're here for! The goal of the Rogers Community is to help you find answers on everything Rogers. Can't find what you're looking for? Just ask!
cancel
Showing results for 
Search instead for 
Did you mean: 
Reply
Highlighted
I've Been Here Awhile
Posts: 2

Google Home and Chromecast stopped working

Our Rogers internet has been dreadful for the past few weeks, cutting out frequently and very very very slow speeds. Got help from Rogers who got us to restart the Hitron modem and suggested a mesh service to boost the signal in the house (which, given the COVID-19 situation, is now scheduled for June). Alongside, all our Google Home Devices, Chromecast, and Russound stopped working. We're not sure if it's because of the Hitron restart or something else. To try and fix the problem, I:

• deleted the device from the Google Home app on my phone

• reset the device to factory settings

• added 'new device' in the Google Home app on my phone

I went through all the steps until "connecting to wifi" at which point it said "something went wrong - speaker may be set up, but we could not communicate with it from your iPhone. It's possible that your Google Home and iPhone are connected to networks that are unable to talk to one another. This may require a small change to your Wi-Fi settings.

I'd appreciate advice in helping me fix this. Thank you!

 

***EDITED LABELS***

Highlighted
Resident Expert
Resident Expert
Posts: 1,114

Re: Google Home and Chromecast stopped working


@AnitaTO wrote:

I went through all the steps until "connecting to wifi" at which point it said "something went wrong - speaker may be set up, but we could not communicate with it from your iPhone. It's possible that your Google Home and iPhone are connected to networks that are unable to talk to one another. This may require a small change to your Wi-Fi settings.

I'd appreciate advice in helping me fix this. Thank you!


This sounds like a Band Steering-related problem.  When you initially set these devices up, did you have separate SSIDs for your 2.4 and 5 GHz Wi-Fi bands?

 

Can you try changing the network name on the 5 GHz Wi-Fi band (add a -5G) or use whatever network names that you had used before, and then try connecting your devices using the 2.4 GHz Wi-Fi network?



Highlighted
I've Been Here Awhile
Posts: 2

Re: Google Home and Chromecast stopped working

Internet speeds have been dreadful at our house since the covid crisis began. We now think that's why google home was dropping out constantly. Our equipment was already set up as you suggested, as follows:

Rogers Hitron modem with 5GHz and 2.4GHz (named separately), of which

Rogers Hitron modem 2.4GHz > Home Wifi (Apple AirPort x2 connected through ethernet) > Google Home

Rogers is sending out some devices which will create a 'mesh' which should provide more stable wifi in the house, though I'm not sure how that will help with the poor internet speed at source.

Meanwhile, google home devices seem to be working more of the time.

Thanks for your time.

Highlighted
Moderator
Moderator
Posts: 2,221

Re: Google Home and Chromecast stopped working

Thanks for your reply @AnitaTO! We appreciate the update. 😉

 

We're happy to know tyou are noticing improvements. We truly hope the mesh network resolves all your issues.

 

Please don't hesitate to let us know if you require further assistance. Cheers!

 

RogersMaude

Highlighted
I've Been Around
Posts: 1

Re: Google Home and Chromecast stopped working

Im having the same problem. All my Google devices used to work, than I moved homes and brought my Rogerns modem.. Since them... wont work.

Still more than 20 minutes in the screen "connecting to..." and than the same error.

Tried support via chat, no success.

 

Highlighted
Moderator
Moderator
Posts: 405

Re: Google Home and Chromecast stopped working

Hey @gcastrobh!

 

Sorry to hear you're experiencing this as well! I've seen this occur when the modem's switch to band steering. Have you followed the steps outlined in -G-'s post "here"?

 

Let us know what's been done thus far.

 

@RogersAndy