Solution Resolving Limited Accessibility to Google Services on Specific ISP Networks (Starlink and Others)
Solution Resolving Limited Accessibility to Google Services on Specific ISP Networks (Starlink and Others)
Hey Everyone,
Recently, we received feedback from several users experiencing frequent difficulties connecting to Google services (e.g., Google Calendar, Gmail, YouTube) while using Deco Mesh Systems on the following ISP networks: Starlink, ISOMEDIA, and Fastel.
Our teams have investigated the causes of these phenomena. If you are affected, please refer to the information and solutions provided below.
Applies to:
Deco BE65/BE63/BE11000_V2.0/2.6
Deco BE25_V1.0/V1.6
Deco BE65 V1.0/V1.6
Phenomenon:
Recently, we received feedback from several users experiencing frequent difficulties connecting to Google services (e.g., Google Calendar, Gmail, YouTube) while using Deco Mesh Systems on the following ISP networks: Starlink, ISOMEDIA, and Fastel.
Upon further troubleshooting, we determined that, in most instances where this phenomenon manifests, the IPv4 WAN subnet mask is configured with a prefix length lower than /16, such as 255.192.0.0 (/10), 255.0.0.0 (/8), or 252.0.0.0 (/6). This configuration is likely contributing to the connectivity issues observed with Google services:
Available Solutions:
Users experiencing this phenomenon are encouraged to install the following firmware options as a workaround.
- Official firmware versions are planned for release soon to address this behavior.
| Deco BE65/BE63/BE11000_V2.0/2.6 | 1.2.10_build_20251229_Official (Available via Deco app or Firmware Download Page) |
| Deco BE25_V1.0/V1.6 | 1.1.0_build_20250912_Beta |
| Deco BE65_V1.0/V1.6 | 1.1.1_build_20251209_Beta |
Note:
- Pre-release and Beta firmware should be used at your own discretion. We cannot guarantee the functionality of features or technical support for Pre-Release or Beta Firmware.
- For instructions on how to install this beta firmware, please refer to Method 2 here: How to Update the Firmware of Deco
- If you are not comfortable using beta firmware, please wait for the official fix or contact our support teams for assistance.
If you also experienced a similar issue on other Deco models, please comment below with the following details:
- Deco model and current firmware version
- The Internet service provider and IPV4 WAN Subnet mask on the Deco App > More > Internet Connection > IPV4 Subnet Mask
- The web resources that can't be accessed.
Thank you for your continued support and for being part of our community.
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If you are still encountering this behavior on your network, please submit a support ticket using the instructions in this post, so our support team can gather additional information, share it with our engineers, and potentially offer solutions.
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- Deco model and current firmware version: WB10800 firmware version: 1.0.13 Build 20241213 Rel. 38543
- The Internet service provider: Starlink
- IPV4 WAN Subnet mask: 255.192.0.0
- The web resources that can't be accessed: Google search engines on all mobile devices are inoperative. This site cannot be reached message wil eventually display. Occasionally YouTube will not load on our smart tv's, and all google services are very slow to load whenever I am able to actually get them to work.
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If you haven't done so already please file a support ticket using the instructions found here - https://community.tp-link.com/us/home/forum/topic/848144?replyId=1634118
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Anyone that wants a quick win i changed my IPV4 WAN Subnet mask to : 255.255.0.0
im sure there are reasons i maybe shouldn't do that but it makes my network actually work so while tp-link push out a fix, i have learned not to hold my breath for that.
im sure as soon as they push out a update to my units it will wip out my config change, but easy enough to fix again.
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@Ryan
Same issues with BE25.
I'm unable to expand this .zip file. I get error. I'm on a mac I use the Deco app through my phone. How do I retrieve it?
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Sorry to hear you're encountering difficulties decompressing the zip file.
If you haven't already, I would recommend installing the latest firmware for your Deco BE25, as it may address the root of this behavior on your network. The firmware version 1.1.7 Build 20260114.
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In that case, I would recommend getting in touch with our support team for your region. They'll have more insights into information regarding firmware compatibility and availability in Australia, as well as suggestions on what to do next: Contact Technical Support | TP-Link Australia
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