topic Re: Google Nest Pro lost connection to internet in Nest Wifi

Google Nest Pro lost connection to internet

RZulewski — Sat, 29 Oct 2022 12:43:33 GMT

New Google Nest Pro has lost internet connection three times. Each time I had to unplug each device for it to work again. The Pro devices are replacing original Google WiFi mesh that worked like a charm. Are the Pro devices still in beta? One more outage and I am returning them to Google.

Re: Google Nest Pro lost connection to internet

Anonymous — Sat, 29 Oct 2022 15:56:39 GMT

Is it only the Google Home app saying they go offline, or do they actually go offline? If the first, that's a known, long standing "cosmetic" issue in the Google Home app. For some it helps to disable IPv6 on Nest Wifi in the Google Home app.

What does the LED light on the pucks say when it happens?

Re: Google Nest Pro lost connection to internet

pdaniell — Mon, 31 Oct 2022 14:52:20 GMT

Same thing is happening with my new Nest WiFi Pro network, which I set up yesterday. I have lost internet three times in less than 24 hours. My old Nest WiFi network, which is now factory reset and powered off, was fine and had no reliability issues. When my Nest WiFi Pro network goes down the WiFi part is still up, but all devices can no longer reach the internet. The wired devices can also not connect with the internet. The Google Home app thinks all is okay until you try doing an internet speed test, which fails. Doing a "Reset Network" from the Google Home app doesn't work, it just hangs and says it failed to reset. The lights on all three of my routers is solid white.

Re: Google Nest Pro lost connection to internet

Jeff — Mon, 31 Oct 2022 15:43:29 GMT

Hey RZulewski and pdaniell,

I just wanted to jump in real fast to see if you tried what olavrb suggested and disabled IPv6 in your advanced network settings in the Home app. If you've tried that and aren't seen any changes, please let us know.

Thanks,

Jeff

Re: Google Nest Pro lost connection to internet

pdaniell — Mon, 31 Oct 2022 17:18:49 GMT

IPv6 was already disabled on my new Nest WiFi Pro network. I used to have that disabled on my old Nest WiFi network too.

Re: Google Nest Pro lost connection to internet

markthesalami — Tue, 01 Nov 2022 01:44:24 GMT

I'm having this exact issue myself. Any fix yet?

Re: Google Nest Pro lost connection to internet

pdaniell — Tue, 01 Nov 2022 04:52:37 GMT

No fix that I am aware of yet. It happened twice again this evening within 10 minutes of each other. Every time it happens the solution is to pull the power from the primary router and plug it in again and the network comes back in about a minute. Both times it happened tonight there was nothing special going on with our network, we were just watching a show on Peacock. So there is no obvious trigger.

Re: Google Nest Pro lost connection to internet

pdaniell — Tue, 01 Nov 2022 17:28:49 GMT

For others visiting this topic, there is some updated information in this other similar topic: https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-Pro-offline-every-day-needs-power-cycle/td-p/272986

Re: Google Nest Pro lost connection to internet

Jhonleanmel — Wed, 02 Nov 2022 00:02:07 GMT

Hey everyone,

Give these steps a try:

If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
Remove any special characters in your network name and password.
Turn off IPv6.
Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
Unplug the power from your Google Wifi devices for 2 minutes.
If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

Re: Google Nest Pro lost connection to internet

pdaniell — Wed, 02 Nov 2022 14:57:12 GMT

Thanks for your suggestions. I got similar advice when I called Google support yesterday, which I reported here: https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-Pro-offline-every-day-needs-power-cycle/m-p/273121/highlight/true#M30225.

Regarding the items above, on my system I have (1), (2), (3), (4) already taken care of, but the problem remained. Yesterday I made the change for (5), and it has now been almost 24 hours and so far my network has not lost connection to the internet. I'll continue to monitor it.

Re: Google Nest Pro lost connection to internet

Jhonleanmel — Wed, 02 Nov 2022 17:11:24 GMT

Hi pdaniell,

Thanks for the update. I'm glad that your network has been stable so far. Let us know if you have any other concerns or questions ― we'd love to help.

Regards,

Mel

Re: Google Nest Pro lost connection to internet

pdaniell — Thu, 03 Nov 2022 12:26:40 GMT

As I commented on the other topic, my Nest Wifi Pro lost connection to the internet again last night, so these steps did not work unfortunately.

Re: Google Nest Pro lost connection to internet

Jhonleanmel — Sat, 05 Nov 2022 18:30:37 GMT

Hi pdaniell,

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

Re: Google Nest Pro lost connection to internet

pdaniell — Sat, 05 Nov 2022 18:49:29 GMT

Done. Thanks for your support.

Re: Google Nest Pro lost connection to internet

RZulewski — Sun, 06 Nov 2022 00:47:18 GMT

I received the warranty replacement Nest Pro set of 3 on Nov 3. I did a factory reset to remove the original 3 devices. This afternoon the new device went offline. See the attached screenshot. Getting a new box of devices does not fix the issue.

Re: Google Nest Pro lost connection to internet

Jhonleanmel — Sat, 05 Nov 2022 22:57:15 GMT

Hey pdaniell,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

Cheers,
Mel

Re: Google Nest Pro lost connection to internet

RZulewski — Mon, 07 Nov 2022 00:17:05 GMT

I just noticed how hot the puck is. Too hot to comfortably hold in my hand. Anyone else notice that? Maybe they go offline because they are too hot.

Re: Google Nest Pro lost connection to internet

Anonymous — Mon, 07 Nov 2022 13:45:14 GMT

Interesting thought.

Ubiquiti has an access point know as "UniFi 6 Mesh" looking like a white soda can. It too gets very hot, but it does not stop working because of it. If it's within specs, it should work even if it gets hot.

I don't think there exists info for end users on intended operational temperature span for Nest Wifi Pro. There is no heat readings in the Google Home app either, so how could we verify.

Re: Google Nest Pro lost connection to internet

Jeff — Wed, 09 Nov 2022 16:47:58 GMT

Hey RZulewski,

Can you give me some more details about the warmth of your point? Is it staying that hot, or did it get that hot and cool down? Is your point placed on top of any other electronics or in an enclosed space, such as a cabinet or a crowded bookshelf?

Thanks,
Jeff

Re: Google Nest Pro lost connection to internet

RZulewski — Wed, 09 Nov 2022 16:56:15 GMT

Jeff,

I noticed how hot they become when I am power cycling the device after it loses all connection to the internet. They seem a lot hotter than I expected.

My Google Wifi devices never got warm to the touch, much less so hot that they were uncomfortable to hold in your hand.

For your information, after working with the second 3-pack, I gave up and asked for a refund and returned all the Nest Wifi Pro devices.

Richard