Many Google Fiber customers have been reporting that a software update turned off their Wi-Fi and prevented them from logging into the Google Network Box's administration panel. Customers can still get online using Ethernet connections.

Customers in Kansas City and Provo, Utah have been affected and took to Twitter and sites including DownDetector.com to describe the problem.

I'm not eradicating disease with my @googlefiber internet connection, but it would sure be nice for it to work after a 24-hour-long outage. — Sam Hartle (@Sam_Hartle) May 22, 2015

We have had way more outages with @googlefiber than we ever had with @comcast. Google needs to step up its game. — Austin Graff (@AustinLGraff) May 21, 2015

A DSLReports forum member from Kansas City wrote yesterday, "Having an issue today with my network box. It lost my custom IP address scheme and went back to default. Now I can't access the advanced menu." A few hours later, the customer had been able to talk to Google Fiber support. "GF Support had to factory reset my network box so I could get in. They acknowledged that a software update this morning caused the issue," the customer wrote.

Doing a factory reset hasn't worked for all customers, though. "Google Fiber Support for Provo confirmed Wi-Fi problems. Said they're working to fix, but didn't have an ETA," one customer wrote yesterday on DownDetector.com. "I tried the factory reset on the Network Box, but that didn't work."

"Confirmed in KC; network box update cratered it and can only be recovered through hard/factory reset," another customer wrote. "Good luck recreating all those forwarding rules if you didn't have it documented... This is also why we need to be able to use our own routers; no notice on the update, etc., is unacceptable."

The Google Network Box is required for Google Fiber service to work properly, but customers can use their own routers in tandem with the box, Google says. Google Fiber public relations told Ars, "we're looking into what happened" and said the company would provide more information when it can.

UPDATE: Google provided this statement just after 5 p.m. ET: "Yesterday, some Google Fiber customers experienced a Wi-Fi outage after we performed a software update to our network box. WiFi connectivity has been restored for nearly all of our customers, and we’re diligently working to fix any remaining issues."