topic Re: Nest WiFi Access point continuously drops it's connection in Nest Wifi

Nest WiFi Access point continuously drops it's connection

bschoms — Wed, 19 Jan 2022 20:41:51 GMT

I have reached out to the Google support team around 25 times to get this issue resolved so I am turning to the message boards. About 4 or 5 times a week my Nest wifi access point loses its connection to the internet but is still broadcasting the wifi signal. The main Nest wifi point that is hardwired to the modem still has a connection and if I unplug the Nest point it comes back online after rebooting.

Google has asked me to put my modem in bridged mode but it is a modem that does not have broadcasting capabilities and does not have the option to set it on bridged mode so Google is basically useless with this issue.

I have factory reset the hardware multiple times, changed SSID information, and even had the main unit replaced. Nothing seems to fix this. Does anyone else have this problem or know how to fix this?

This has been the worst wifi setup I have ever had, if Google would refund me I would happily take my money back but unfortunately, I have been dealing with this for over a year, and it makes working from home a mess.

Re: Nest WiFi Access point continuously drops it's connection

Kniccum44 — Wed, 19 Jan 2022 21:06:50 GMT

I have a very similar issues with it dropping sometimes multiple times a day. I’m curious to what google has to say about it.

Re: Nest WiFi Access point continuously drops it's connection

bschoms — Wed, 19 Jan 2022 21:09:21 GMT

Yeah, I occasionally have to reset mine multiple times in a single day. They are wanting me to contact Comcast and have them put my modem in bridged mode but I own my modem so they can't put it in bridged mode and my modem doesn't even have that option available as it doesn't have a wifi signal. That is as far as I have gotten Google won't really help unless I adjust a setting on my modem that doesn't exist.

Re: Nest WiFi Access point continuously drops it's connection

natecb — Thu, 20 Jan 2022 03:00:23 GMT

I'm running into this since December. What I've found is that Google wifi will pulse the yellow "network error" light and stop functioning as a router. Power cycling the modem and Google wifi doesn't always work. If I power-cycle my modem, but substitute any other router or computer (I have an eero pro and a unifi router), then that device will get an IP lease and everything is fine. If I switch back to the Google Wifi, it may or may not work. Since I can't see anything in the way of technical feedback in the Home app, I have to assume the wifi/router isn't able to get the IP lease via the modem. I've also swapped out the ethernet cables. FW version is 1.54.275951, SW 13929.57.27. I did get the ISP involved, but since we can easily prove that my modem is working fine, there's nothing further to discuss with them.

Re: Nest WiFi Access point continuously drops it's connection

Thomb — Thu, 20 Jan 2022 07:10:07 GMT

I had same issue and followed this thread

https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-nest-Wi-Fi-keeps-disconnecting-and-reconnecting/m-p/88016#M7775

My suggestion is to set the DNS to 8.8.8.8 (or something like that the specific instructions are in that thread) and doing a manual restart by unplugging everything then replugging (also in thread). Also turn off preferred activities.

Re: Nest WiFi Access point continuously drops it's connection

Thomb — Thu, 20 Jan 2022 07:15:59 GMT

Also, do you mind changing your network's DNS into "custom" and use Google's DNS? Just kindly put in 8.8.8.8 on the primary server and 8.8.4.4 on the secondary server. Once done, do a full network restart to allow the entire network to re-establish connections.

Disconnect the power cable and Ethernet cable from the Nest Wifi router.
Disconnect the power cable from the Wifi point, if applicable.
Disconnect the ONT’s power supply and wait about 5 minutes for the ONT’s internal cache to clear.
Reconnect the ONT’s power supply and wait for it to fully boot back up.
After the ONT is back online, connect the Ethernet cable back to Nest Wifi router's WAN port (globe symbol port).
Connect the power back to the Nest Wifi router/Nest Wifi point.
Allow the entire network to be fully back on.

Re: Nest WiFi Access point continuously drops it's connection

Thomb — Thu, 20 Jan 2022 07:16:24 GMT

This worked for me

Re: Nest WiFi Access point continuously drops it's connection

natecb — Sat, 22 Jan 2022 15:18:57 GMT

Great suggestion about manually setting 8.8.8.8, though what a bizarre scenario as I’m sure it uses google dns as a default. I’m currently running on a UniFi dream machine to avoid the scenario entirely.

I have done a reset as you described every time there is a problem. I’ve also performed a full factory reset; I’m going to wait a week or more in hopes of a new firmware and then I’ll got to the hassle of switching back to the google wifi.

Re: Nest WiFi Access point continuously drops it's connection

bschoms — Mon, 24 Jan 2022 19:42:46 GMT

So I updated my DNS information on Saturday to the settings you recommended and I had the internet drop at my access point today. One thing that is a little different from others is that I don't get the yellow ring with the access point. I know the internet is down because it quits working and I am unable to use my internet in that part of the house.

Once again, I unplugged everything, plugged it back in and it is all working again. It should last the rest of the day but will most likely be down later in the week.

On an unrelated note, I purchased a nest hub max to replaced my 2-year-old nest hub that crapped out and my connection dropped about 10 minutes after I completed the order. I immediately canceled that order, haha. I'm starting to think Google's hardware stinks.

Re: Nest WiFi Access point continuously drops it's connection

natecb — Mon, 24 Jan 2022 19:47:30 GMT

Darn. I’ve had stability for a couple days with just that DNS change.

I only see the yellow light after I reboot. When it “goes down” it stays white.

Re: Nest WiFi Access point continuously drops it's connection

natecb — Tue, 25 Jan 2022 20:59:55 GMT

Just update anyone who's following this, the DNS manual config did not resolve the issue. After 3 days, I had to revert to a different router.

Re: Nest WiFi Access point continuously drops it's connection

hdi200 — Thu, 27 Jan 2022 23:13:58 GMT

I'm still having this issue. Any idea what's going on? Would be nice to get a response from someone at google.

Re: Nest WiFi Access point continuously drops it's connection

Hammerjqson38 — Tue, 08 Feb 2022 17:00:40 GMT

I am having this exact same issue. My connection to the internet from my point is dropping multiple times a day. The router and modem have a consistent connection but all my devices can’t access the internet for about 1-3 mins each time and it usually happens two times back to back.

Re: Nest WiFi Access point continuously drops it's connection

Jeff — Wed, 09 Mar 2022 21:16:04 GMT

Hi, everyone.

Sorry for the issues you're all seeing with disconnects. There are some really solid suggestions in the thread here as far as troubleshooting goes. I wanted to hop in and see who still had issues and who might have sorted out their problems. If you're needing help, please let me know and we can look more into your specific situation and setup.

Thanks.

Re: Nest WiFi Access point continuously drops it's connection

Hammerjqson38 — Thu, 10 Mar 2022 00:21:46 GMT

Jeff - Thank you for your response. I’m still facing this issue on pretty much a daily basis. It’s extremely frustrating, especially when in the middle of a business meeting via zoom and the connection drops. I typically can’t get back on for about 5 mins as I have to wait for a couple cycles of the connection coming back then dropping again. Almost always happens in pairs.

Re: Nest WiFi Access point continuously drops it's connection

bschoms — Thu, 10 Mar 2022 18:37:32 GMT

Mine has actually been good the last few days but if it happens again I will make sure to reach out.

Re: Nest WiFi Access point continuously drops it's connection

Jeff — Fri, 11 Mar 2022 17:33:41 GMT

Hi, Hammerjqson38.

That definitely sounds frustrating. I'm sorry that's still happening. I'll go ahead and consult with an internal team on this and see if we can get some more eyes on the issue. I'll return with any new information as I receive it.

Thanks.

Re: Nest WiFi Access point continuously drops it's connection

hdi200 — Tue, 15 Mar 2022 17:55:04 GMT

Hey Jeff my point keeps randomly disconnecting. It’s been happening for months. It’s very frustrating. Is there any way I could just get a refund at this point, situation has t improved at all and tried all the suggestions on the form.

Re: Nest WiFi Access point continuously drops it's connection

Jeff — Tue, 15 Mar 2022 19:06:45 GMT

Hi, hdi200.

For your situation where you're looking to find out about refund eligibility, I would contact support directly. You can reach them by chat or phone at this link: https://bit.ly/3o1aRK5.

After reaching out to support, let me know if there's anything more I can do for you here.

Thanks.

Re: Nest WiFi Access point continuously drops it's connection

hdi200 — Tue, 15 Mar 2022 19:13:00 GMT

Is there any chance of this issue being fixed to any idea about what’s causing it?