topic Re: Throwing in the towel - Random Wifi disconnection issue in Nest Wifi

Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Wed, 29 Dec 2021 18:55:13 GMT

Bought the router and three points this summer and it worked flawlessly. Until it didn't. Kept thinking it was something I'd done or an issue with my equipment until I found this and another forum where I discovered that the issue of random disconnection from the internet throughout the day is a known issue and has been for months.

I'm pretty sure my issues started in September, but it wasn't obvious until October, when devices throughout our home started losing connectivity at least once per week. It got worse in November, with multiple disconnections per week but came to a head for me earlier this month.

I run a small business. I work from home. I communicate with my clients on Zoom. December is my biggest month for planning calls for the next year. I consult on technology related issues for my clients. Losing clients mid-call repeatedly every week during December was the final straw. If I can't keep my systems up and running, why should they pay me to help them do the same?

I've seen the Google reps on here say, starting in early September, that a fix is in the works. That was four months ago and, if anything, the problem has gotten worse. They know these wifi devices for many of us are worthless pieces of defective electronics. I'm not sure how widespread the issue is, but I've already contacted an attorney in California where they have great consumer protection laws and friendly civil courts to see if we can initiate a class action against Google for knowingly selling and not properly acknowledging or supporting a failing consumer product.

Let me know if you might be interested in joining. I don't want anyone's personal info yet, just indicate your interest here and if I can get something going in January I'll let you know.

P.S. Switching to a Netgear Orbi system as soon as it arrives. Working on an 8 year old Linksys device until then. Not enough bandwidth for Zoom, but (!) it actually stays connected to the internet ALL DAY!!!

Re: Throwing in the towel - Random Wifi disconnection issue

Reddeviluk — Wed, 29 Dec 2021 20:07:55 GMT

I'm working my way through support now with exactly the same issues and they seem keen to lay the blame on my ISP, despite me getting 100% of my speed..... It's crazy that they can't organise a new firmware release quickly.

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Wed, 29 Dec 2021 21:59:13 GMT

Same here. The absurdity is that every other wifi device I connect to my Comcast router works continuously while the Google devices disconnect several times per day.

Re: Throwing in the towel - Random Wifi disconnection issue

Chicagoing — Thu, 30 Dec 2021 02:51:11 GMT

I threw in the towel today. Several new Google products for the kids and none of us can use them. Pulled the old Netgear router and extenders out of retirement and I'm getting 866MBS instead of the 50 to 200 I've been getting all month.

With 3 Nest dough balls and 3 Google pucks I'm beyond disappointed.

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Thu, 30 Dec 2021 03:35:32 GMT

Welcome to the club.

Re: Throwing in the towel - Random Wifi disconnection issue

Tonyholdgate — Fri, 31 Dec 2021 03:59:44 GMT

There's a common theme here and on other forums and Google seems to be doing the ostrich as normal. I had similar issues and after factory resetting twice in one week the second one failing completely- replaced the main router- bingo issue fixed. I suspect a memory leakage issue. My set was almost exactly two years old so I am claiming a replacement router even though I bought a replacement as I could not get Google's attention. It might be a recent firmware that has introduced this but in the three weeks I've had the new router no issues. It might take quite some time for that memory to fill if thats what it is.

Re: Throwing in the towel - Random Wifi disconnection issue

wallrobertc — Sun, 02 Jan 2022 19:34:03 GMT

Same. How do I get a refund?

Re: Throwing in the towel - Random Wifi disconnection issue

FDuffOHKY — Wed, 06 Apr 2022 17:56:34 GMT

Recently i switched to a google Nest and 2 points- when it works , it does a fabulous job. The problem is I need my wifi to actually work ..... wait for it..... "CONSISTANTLY." To drop zoom calls, to have constant interruptions during a 1 hour term repeatedly is a problem. We have extremely high speed internet, and the issue only began AFTER installing the google equipment. Don't bother a reset, your just wasting your time. On inspection I am noticing a lot of individuals with the exact same issue . I am concerned that i now have 3 hockey pucks ( and they are really not good for even that).

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Wed, 06 Apr 2022 18:23:49 GMT

Hey - how recently? If you can return them, you'll be much better off. I pulled the plug in December after documenting dozens of outages per day and losing 4 zoom calls in a single day. They keep saying "a fix is coming" but it is like waiting for Godot...

I went with Netgear, but there are a lot of other options out there as well. Since replacing Google, I have had zero outages in more than 3 months of continuous use. Also, be sure and check out the main thread on this issue here:

https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-wifi-randomly-going-offline/td-p/8199

Hundreds of people posting there on this issue since at least last September along with the monthly "Google is aware of and adressing the issue" posts that, at this point, are laughable.

Re: Throwing in the towel - Random Wifi disconnection issue

Jeff — Thu, 07 Apr 2022 16:49:26 GMT

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Re: Throwing in the towel - Random Wifi disconnection issue

Jeff — Tue, 12 Apr 2022 16:55:03 GMT

Hey, all.
Just to give a bit more info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Tue, 12 Apr 2022 17:07:07 GMT

Will go to the basement and get mine, plug it back in and let you know the results in the next day or so.

Re: Throwing in the towel - Random Wifi disconnection issue

Jeff — Thu, 14 Apr 2022 17:37:10 GMT

Thanks, Robert1480. Just let me know if you see any changes when you get a chance to try that out.

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Thu, 14 Apr 2022 17:45:35 GMT

Well - I do see a change to the firmware because it says Software version: 14150.43.80. Plugged the router and a wifi point yesterday afternoon and left them alone. The software updated some time between then and this morning.

Peformance though? None. Connected a single wifi point (originally had 3), then connected to it this morning for the first time in a long time. Started working and forgot to switch back to my Netgear box. Lost a Teams video call midway through the call, unfortunately. Reconnected after the call and have since lost internet 3 more times.

Back to the basement for these devices!

Re: Throwing in the towel - Random Wifi disconnection issue

Jeff — Tue, 19 Apr 2022 21:12:41 GMT

Hi, Robert1480.

Sorry to hear that the firmware update didn't improve things for you. If you're interested in continuing troubleshooting here, I would be happy to continue to look for more solutions with you. I understand if you've moved to a different solution for your needs, but I'm happy to help either way. Just let me know.

Thanks.

Re: Throwing in the towel - Random Wifi disconnection issue

Robert1480 — Tue, 19 Apr 2022 21:24:11 GMT

Open to suggestions. I still own the equipment, was going to gift to my son, but after the experience Thursday, I'm not sure what other suggestions you have.

Re: Throwing in the towel - Random Wifi disconnection issue

Tonyholdgate — Tue, 19 Apr 2022 22:48:15 GMT

I'm now up to date with the latest firmware and one issue has cropped up. I had a power outage yesterday and when the internet came back up the Nest router did not pick up the restored connection just sitting there with the glowing yellow light. Restart network did not fix it. I had to pull the power plug to physically reset it. I've since tested it again and can re-create the issue. Whatever polling method is being used is not working. Note that the disconnection has to be long enough for that yellow light to start pulsing- a good 10 minutes. It never recovers without cycling the power. This is an issue for when I'm travelling as I can't reset remotely

Re: Throwing in the towel - Random Wifi disconnection issue

Tonyholdgate — Thu, 21 Apr 2022 04:42:28 GMT

and now I've lost two mesh units. restarting the router- no go. restarted each of the points no. I'm over this Google- and you need to fix this in a much better fashion. I've just had to factory reset and its working again for now but my previous experience with this is the router is on the way out (My second one). Network restart does not work. You need to give us a proper web interface for this system and proper logs. I have stopped recommending these units to friends as they are totally unreliable. I am now researching the replacement for this system.

I do believe that there is an issue with DHCP and IP reservations that may be causing this. I'll avoid using this feature and set the IP's on the devices. But you've got to give us better control

Re: Throwing in the towel - Random Wifi disconnection issue

Tonyholdgate — Thu, 21 Apr 2022 05:29:42 GMT

and the router just died again as predicted, This one is 4 months old

Re: Throwing in the towel - Random Wifi disconnection issue

Tonyholdgate — Thu, 21 Apr 2022 07:42:13 GMT

Even with a new nest router I can't reform the mesh. I completely removed the old network from the app and started again. No luck. I'm throwing these in the bin