Cannot connect to Google or other Google products but can ping to the sites
robbychen
Enthusiast - Level 2

Hi,

I discovered this issue yesterday morning when I tried to search for something on Google and displayed "Can't connect" message. Gmail and other websites have been working fine except google.com. I tried restarting my router and it worked fine for a few moments. After that, google.com worked fine but it was Google Photos that cannot connect to. I tried restarting my router one more time, this time was YouTube that was not working correctly (all of the video thumbnails were not shown). I tried to restart the router one last time, and it went back to google.com not working.

I tried ping google.com in the command line and it pinged successfully. However, I cannot connect to the site in the browser. Neither on Windows 10, nor on Mac, nor on iPhone (that's all the devices I own). I also tested on different browsers, the results were the same.

Can someone help me solve this issue, and why does it only affect Google-owned sites?

Thanks,

Robby

1 Solution
Augie2020
Enthusiast - Level 1

I had this exact problem - if I turned off home network protection I could access google.com, but if home network protection was on I could not.  So I went into home network protection and, for every category of parental control I had created (even a parental control with no blocking for me) I listed google.com as an allowable exception.  After that it has been working fine (for now).

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54 Replies
LawrenceC
Moderator Emeritus

As this thread is now over two years old, it will be locked in order to keep discussions current. If you have the same or a similar question/issue we invite you to start a new thread on the topic.

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mjrdk
Newbie

Hello, I am having the same issue here but we have no parental controls or home protection set up, only the basic firewall. We have released the IP for a new one and reset the router. It is always hit or miss as to whether or not Google sites load, and this has been a chronic issue. However, other websites load fine, and typically I have to turn WiFi off and use data to establish a connection to YouTube for example.

The router is the Actiontec MI424WR. We have had Fios for almost 15 years with no issues, but it certainly appears to be a dns resolution issue that is not fixed when I set the dns servers to 8.8.8.8 and 8.8.4.4.

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ohfios
Newbie

Any resolution for this. This did not work for me 

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RandomName332
Newbie

I am experiencing this issue as well but don't have Home Network Protection activated on my account. 

I can renew my DHCP lease and after that it'll improve my speeds to these sites for about an hour and a half to two hours and then I'll go back to experiencing AWFUL speeds. If I connect to a client VPN I am able to access these sites again. 

A few other people mentioned it, so this may be relevant, but I am from Virginia as well. 

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Augie2020
Enthusiast - Level 1

I had this exact problem - if I turned off home network protection I could access google.com, but if home network protection was on I could not.  So I went into home network protection and, for every category of parental control I had created (even a parental control with no blocking for me) I listed google.com as an allowable exception.  After that it has been working fine (for now).

ohfios
Newbie

I still have this issue and can’t seem to resolve it. Verizon support did nothing. They go through same troubleshooting steps but no use. 

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Cang_Household
Community Leader
Community Leader

Can you flush your DNS entries through the command line and try again?

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sdotsamuel
Newbie

Solved would indicate this has been fixed and it has not.

The workaround does work, but now I have to physically monitor my child's internet activities.

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dslr595148
Community Leader
Community Leader

#1 Here is my two cents.


@sdotsamuel wrote:

but now I have to physically monitor my child's internet activities.


From DSLR (dslreports.com) -> Forums -> Broadband and Networking -> Networking -> Router that logs all traffic? The post by pawpaw (user #1002229) on 2020-Jul-13 at 10:23 am.

Direct link to their post https://www.dslreports.com/forum/r32811730- in that thread.


Be a good parent, talk to your kids, have high expectations, be an example, and then trust them. Don't be Big Brother.

and not only I am in agreement with that, so is Anav (#431519)


This~~
Is the right answer, be engaged with your kids and get them involved in activities. Monitoring kids is not parenting, educating them is....

#2 And here is another two cents from me.

Depending on their resource(s) they can bypass that router completely.

Examples include but limited to:

With my smart cell phone I do not have to use the Wi-Fi access that I am provided by my parents or even work for that matter.

Maybe using a VPN if I was behind such a router with those controls, I could bypass those controls.

While not true during this issue of Covid-19, if I get someone else's Internet Access (think like Friend or Public Library) I could bypass those controls.

[EDIT #1] As suspected. From this very thread, post # 40


My only workaround was to use a client side VPN. No issues using this VPN other than I needed to install it on all the clients in the house since the G1100 does not allow a VPN to be installed on the router.

[EDIT #2] REF https://www.verizon.com/support/residential/internet/essentials/home-network-protection

to where they ask and provide the answer to the question of What does Home Network Protection protect against? 

caturner1
Enthusiast - Level 1

I use the Home Network Protection to regulate my children's activities....so disabling it as a work around is unacceptable. As mush money as these people are charging, the they should be held accountable to having their engineers resolve the problem and not offer a band-aid. 

Fix it!

Currently using a VPN via my Norton Life lock to access G-Mail, Google suite of sites...

scott216
Enthusiast - Level 2

I have the Fios quantum gateway and it's acting very odd.  When I try to go to some websites like Google.com or wikipedia.com, my computer shows no internet connection, but other websites work just fine.  This happens on several computers, both Mac and Windows.  If I reboot the gateway by unplugging it, then everything is fine for about 30 minutes, but then the problem returns.  This seems really strange to me.  Any thoughts as to what's going on?

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Mike1311
Newbie

Every so often I cannot access any google site. I just get a "site is unreachable" page instead. This happens on all our devices, iMac, MacBook, iphones, etc, and in all browsers (tried chrome, firefox, brave, opera). If I try to access google using a cellular connection, everything works as it should. So the problem seems to be with fios, not mac, as far as I can tell. If I reset the fios router, the problem goes away for a spell. The same thing happened a few months ago, Verizon swapped my router and the problem disappeared.

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smith6612
Community Leader
Community Leader

Next time this happens, open Terminal on your Mac and try pinging Google.com from it. The process is pretty simple. Go to Finder -> Applications -> Utilities and open Terminal. In Terminal, type "ping www.google.com" and see if you are getting any replies back. Press Control + C to stop the command to get your final ping result.

CRobGauth
Community Leader
Community Leader

Instead of rebooting router, log in to it and try to renew wan ip.

Or do a release and get new IP.

Sometimes a certain network can have an issue.

Jazer88
Newbie

I'm having a very weird and infuriating problem at home. While on my home network, no one -- on any device -- can access Google apps or www.google.com. This happened all of the sudden. At times, we aren't able to access certain other services, too -- like Apple's weather app and Amazon Prime Video. The internet otherwise works as it should and has great upload and download speeds. 

I reset the router to factory settings just in case and then plugged the ethernet cord directly into my computer. I confirmed that I could not access google even then. What's more, i confirmed that if I use a VPN or proxy, I can access Google. It would be an acceptable solution to use a VPN moving forward, but I can't use a VPN on my Roku or Nest. 

Does anyone have any ideas about what to do here?!

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dslr595148
Community Leader
Community Leader
biotechCowboy
Enthusiast - Level 1

I am having the same problem in Maryland.  

I cannot connect to google.com using my browser..  but, I can reach all other sites that I try.

I can VPN into my work network; then I can reach google.com using the same browser.computer ... going out over the same router ... to my work network where the google.com is correctly routed.

I reset my Verizon router.  This solved the problem.  Now, I CAN connect to google.com using my browser.

Next time that this happens, I will try to ping google.com before resetting the router.

Hope this helps.  It seems to be something in my router that was solved by turning it on and off (resetting).

Manipul2020
Enthusiast - Level 3

Are you all using Home Network Protection? If so, try and disable it and see if that fixes the issue. After yet another discussion with a support rep we tried it and it's working for now. I will report back on whether or not it stays that way.

If you need help disabling Home Network Protection just let me know. 

scott216
Enthusiast - Level 2

What is Home Network Protection?  Is this something you disable by logging into the router or is it part of the FIOS app?

IamHusker
Enthusiast - Level 1

The only way I could do it was using the MyFios App from my iPhone.  

From inside the app:

Tap 'Internet' > 'Devices and Parental Controls' > 'HomeNetworkProtection'

Toggle to the off position.