topic Re: Device loses connection in Nest Wifi

Device loses connection

MS99 — Sat, 16 Apr 2022 20:12:41 GMT

I've had the Nest WiFi and 2 points for just over a year now.

I have to say I'm very disappointed. We've had repeated problems with devices losing access to the internet. The problem seem to be solved a few months ago but is back with a vengeance.

It's only affecting one device and is intermittent. Unfortunately it's the television and is frequently unwatchable as dropouts can be so frequent. Prior to this it was clobbering just my phone and prior to that it was my wife's phone.

I really expect to be able to buy an 'appliance' product like this and then forget about it!

I should have learned from past mistakes that Google can't do hardware!

Come on Google, get it patched once and for all.

Re: Device loses connection

poolmvp1 — Sat, 16 Apr 2022 22:09:11 GMT

Same here, seems to go offline Daley, I'm thinking of swapping the main router puck with another puck to see if it helps. I have 6 pucks in my 3000 sq ft home.

Re: Device loses connection

ShellDude — Sun, 17 Apr 2022 12:00:11 GMT

Continues to happen in waves for me as well. I'm thinking the background firmware updates are driving this crazy swing month to month.

Re: Device loses connection

kmaher — Sun, 17 Apr 2022 12:31:48 GMT

I have to restart at least once a week now.

Re: Device loses connection

Bdbrowne — Tue, 19 Apr 2022 10:41:24 GMT

Same for me random disconnects and showing offline in the app. This is incredibly frustrating

Re: Device loses connection

gorip96 — Tue, 19 Apr 2022 13:00:18 GMT

same here, multiple times a day, sometimes it's only minutes between the drops

Re: Device loses connection

Jeff — Wed, 20 Apr 2022 21:59:15 GMT

Hi, everyone.
I'm sorry about the network issues you're seeing. I'm sure that's frustrating to deal with. Can you all check your firmware version for your WiFi router in the Home app and let me know what it says there? I want to see who is on the latest firmware and who is on the previous before we start diving into this. I look forward to working with you on this.

Thanks.

Re: Device loses connection

MS99 — Fri, 22 Apr 2022 21:59:05 GMT

Hi, sorry for the slow reply, just back from holiday.

Thanks for picking up this thread.

My software version on the router is 14150.43.80. The points are both 1.54.294928.

This must be a widespread problem and frankly should have been squashed a long time ago, unless this is baked in the hardware and can't be fixed ...

Re: Device loses connection

Jeff — Tue, 26 Apr 2022 17:12:38 GMT

Hi, MS99.

Thanks for the reply. You're on the newest firmware, so if you're still seeing issues right now, it's definitely a different issue. Have you seen the disconnects happening since getting back from your vacation?

Re: Device loses connection

MS99 — Tue, 26 Apr 2022 19:54:53 GMT

Still seeing the issue.

Would be good to get a fix out for this, it's extremely frustrating.

Re: Device loses connection

TamTam84 — Thu, 19 May 2022 16:46:59 GMT

I am also having this issue. It is a daily occurrence and incredibly frustrating. I am so tired of having to reset my thermostat multiple times a day. No other device in my home has this issue (Alexa, Ring, phone, etc.). Seriously thinking of switching to the new Amazon thermostat even though my Nest is only 4 months old.

Re: Device loses connection

Jeff — Wed, 08 Jun 2022 16:49:40 GMT

Hey, everyone.

I'm jumping back in to share a recommendation you can all test. Go into your Home app and into the WiFi settings. If you have IPv6 enabled, turn it off for now and see how it impacts your network. We're seeing other users say this has helped to stabilize things for them. If you try this and don't see any changes, just let me know and we can look at more steps.

Thanks.

Re: Device loses connection

Jeff — Tue, 14 Jun 2022 16:42:32 GMT

Hi, all.

I'm just following up on my last post. If you've given that a try and aren't seeing improvement, let me know. Hopefully you have found some resolution.

Thanks.

Re: Device loses connection

TamTam84 — Tue, 14 Jun 2022 17:52:21 GMT

Hi Jeff. I’ve gone through the Google Home app and the Nest app several times and cannot find anything that even has a WiFi setting option. Nest still will not stay connected to internet.

Re: Device loses connection

Jeff — Wed, 15 Jun 2022 16:23:19 GMT

Hey, TamTam84.

Here's how you get to those setting options. If you're not seeing any of these things along the way, let me know where you're not seeing what to do and we can figure out exactly what's missing.

Open the Home app
Under the home name, there should be an icon labeled Wi-Fi.
Tap that icon. This will bring up your home network.
On the top right, there is a gear icon. Tap the gear.

Once you have tapped the gear, you're inside your settings for your specific WiFi network. Refer to the suggestions posted above and see if you can manage your settings. If anything isn't working, please let me know.

Thanks,

- Jeff

Re: Device loses connection

MS99 — Sun, 19 Jun 2022 18:27:24 GMT

Thanks but IPv6 has always been off. No further forwards then. I can honestly say this is the very last time I will buy any Google hardware

Re: Device loses connection

Jeff — Wed, 06 Jul 2022 18:04:17 GMT

Hey, MS99.

I completely understand why you're frustrated with the setup. I'm sorry that we've struggled to find a resolution for you on this. I can say that we do have teams working on resolving issues users have with the WiFi products. Some issues prove to be a quick fix, others take some time. I'm hoping to know more about the disconnect issue soon, but as of right now I don't have news to share.

Thanks,

- Jeff

Re: Device loses connection

Dadpool — Mon, 18 Jul 2022 01:22:29 GMT

Has there been any update to this issue? I’ve started having the same issues about the end of June. Connection goes in and out, upload speed drops considerably from an average of 20 to about 5.

Re: Device loses connection

MS99 — Fri, 26 Aug 2022 15:30:04 GMT

I'm still having drop outs on my TV. Every time I watch it, it keeps losing network. If I try to watch the TV, it will lose connection anywhere between every 15secs and 5mins. I have to put it in standby and wait for about 20seca before starting again. I'm doing this on average 10 times for 30 minutes TV viewing.

This happened previously (maybe 12-18 months ago) prior to a Google update which fixed it. A subsequent update has brought this back.

There must be a solution or means of investigating? The alternative is that I will have to sell the kit and replace it; TV is unwatchable!