topic All WiFi points frequently dropping offline in Nest Wifi

All WiFi points frequently dropping offline

NickE — Tue, 16 Nov 2021 13:13:21 GMT

Hi All,

I have a Nest WiFi router and four access points (mix of old and nest) across my home and all has been working fine since the day I got them.

However, recently the performance has degraded massively. I'll lose connection and when I check my phone all the WiFi points are offline. After a few minutes we're back to normal but this is happening with increasing frequency.

Can anyone help? As it's a recent thing I'm guessing it may be firmware related. Nothing has changed in my home and my wired server works ok so not provider related.

Thanks.

Re: All WiFi points frequently dropping offline

Tom1988 — Tue, 16 Nov 2021 18:10:40 GMT

Same problem here, any ideas ?

Thanks

Re: All WiFi points frequently dropping offline

Silvestrae — Wed, 17 Nov 2021 11:55:09 GMT

I also have the same problem.
However I have to power cycle the router and 2 points every day or 2 to get it back up and running.

During the crash, my router still allows you to connect to it, but theres no network activity, no internet etc. Definitely not related to my internet connection because everything connected to the modem by ethernet still works.

Would like a way to stop this from happening.

Re: All WiFi points frequently dropping offline

Jeff — Wed, 17 Nov 2021 20:17:11 GMT

Hey, everyone.
We're discussing this internally and testing situations and different factors. This is a known issue that we're hoping to find a fix for quickly. I have a series of questions and things to check with your intermittent connections. I realize some of this has been answered or checked, but as we're gathering very specific info right now, it would really help us move things along. Thanks so much for your input.

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues?
How did you discover that the network was having connectivity issues?
Did any of the WiFi points give audible errors, such as:

“I can't reach the internet right now. Check your modem or router connection and try again.
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?)
What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)
Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to?
If you know any of this info, please provide it as well:

Router brand (make and model)
Router security, such as WEP, WPA, WPA2, etc
Router software version
What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

If you have any of that information available, please let me know. If you need help figuring any of that out, just ask and I can help there too. I'll be updating the thread as we know more.

Thanks.

Re: All WiFi points frequently dropping offline

NickE — Fri, 19 Nov 2021 16:28:14 GMT

Hi Jeff,

Thanks for the response. Answers below in Bold.

How long did the WiFi network work properly before encountering connectivity issues?

In this config - Almost a year - bought the new Nest WiFi kit late Nov 2020

How did you discover that the network was having connectivity issues?

I get kicked out of Zoom calls while trying to work!

Did any of the WiFi points give audible errors, such as:

“I can't reach the internet right now. Check your modem or router connection and try again.
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
Something else? (Please note the error message, or how the issue was discovered)

No audible errors - I have one right next to my desk so would've heard for sure.

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?)

Single ISP router -> Google Nest router - > four Google access points

What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers?

All points affected including the Google Nest router.

Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to?

No changes at all, not even any new clients connected.

If you know any of this info, please provide it as well:

Router brand Unsure here - it's a Virgin Media ISP router. WiFi has been disabled and it's in 'router mode' Google Home is taking care of the SSID settings

Router security, such as WEP, WPA, WPA2, etc

WPA2

Router software version

ISP Router Software version: 9.1.1912.304 - Google Nest router version - 13729.57.27

What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

Mesh network. The router and two access points are newer, Nest versions and the remaining two are older, Google WiFi versions bought in 2017.

Hope that helps, please let me know if you need more info

Re: All WiFi points frequently dropping offline

Jeff — Fri, 19 Nov 2021 19:36:20 GMT

Thanks for providing that, NickE. Super helpful.

Re: All WiFi points frequently dropping offline

pugdug — Mon, 22 Nov 2021 06:35:21 GMT

I would like to provide my info too because we are very eager for a solution:

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues? Installed March 2021, began having issues November 2021.
How did you discover that the network was having connectivity issues? The internet stopped working entirely with one or both points.
Did any of the WiFi points give audible errors, Yes -- the two specific ones listed below.

“I can't reach the internet right now. Check your modem or router connection and try again.
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?) One AT&T gateway that is in IP passthrough mode, one Google router, two points.
What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) The router + points create an obtuse triangle. Each point is approximately 20-ish feet away from the router while the points are 25-ish feet away from one another. The walls are very thick (house was built in the 60's) and we cannot get a signal in the back of our 1500 sq ft house, hence, the necessity of a mesh system.
Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? Kind of. We switched internet providers at the beginning of October (from Cox gigablast to AT&T fiber).
If you know any of this info, please provide it as well:

Router brand (make and model) Nokia BGW320-505
Router security, such as WEP, WPA, WPA2, etc WPA2
Router software version 2.14.4
What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Google Nest router plugged into the AT&T gateway via ethernet + two Google Nest points.

Re: All WiFi points frequently dropping offline

Jeff — Tue, 23 Nov 2021 23:50:01 GMT

Thanks, pugdug. I'll make sure your info is passed along as well!

Re: All WiFi points frequently dropping offline

weasilman — Thu, 02 Dec 2021 17:49:12 GMT

We have precisely this problem. For the time being, we have unhooked the Google Mesh, and are relying just on our ISP wifi, but that leaves some dead spots in our house.

I would love to know when this is resolved.

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues? Installed March 2020, began having issues October/November 2021.
How did you discover that the network was having connectivity issues? We have two wireless networks, one from the ISP, the other the Google Mesh. More than 50% of the time, when a device is connected to the Mesh, no data flows. We switch our devices back to the ISP wireless net to get things working again. Of course, devices switch back and forth all the time, which adds to the frustration.
Did any of the WiFi points give audible errors, Sometime the mesh points would show as offline (the underlight on) and sometimes the google home behavior would report not being connected if asked a question. I do not recall it proactively saying the messages below.

“I can't reach the internet right now. Check your modem or router connection and try again.
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?) One gateway router (ISP is bendbrodaband.com), one Google router, three points.
What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) The ISP router and primary mesh unit are together where the coax comes into the house (front of house downstairs). The other two mesh points are upstairs and at the back of the house downstairs. They worked well for 18 months, so I am confident they are close enough.
Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? No changes.
If you know any of this info, please provide it as well:

Router brand (make and model) Arris-C401-5G
Router security, such as WEP, WPA, WPA2, etc WPA2-PSK
Router software version don't know
What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Google Nest router plugged into the Arris gateway via ethernet + two Google Nest points.

Re: All WiFi points frequently dropping offline

Jeff — Thu, 02 Dec 2021 22:07:26 GMT

Thanks, weasilman. Much appreciated.

Re: All WiFi points frequently dropping offline

weasilman — Fri, 03 Dec 2021 14:53:55 GMT

Factory reset of all components has resolved some of my problems. It can now at least connect again. I still get some occasional slow performance, but at least it works again!

Re: All WiFi points frequently dropping offline

Jeff — Fri, 03 Dec 2021 18:01:32 GMT

Thanks for the update, weasilman. Obviously the speed fluctuation isn't ideal, but at least we're seeing some overall improvement. Thanks for letting us know the changes you've seen.

Re: All WiFi points frequently dropping offline

keenumm — Mon, 06 Dec 2021 13:41:05 GMT

Same issue here. I removed all old Gen 1 pucks and wiped networks in house. I have 4 new ac2200 pucks throughout house and last few months have had nothing but connectivity issues. Devices will just loose connection to wireless network. Was this a firmware update or what? Ready to go to another brand as wife works from home still and is constantly having issues. Quick fix is to have her flip over to guest network, but then it breaks as well. Rinse, repeat

Re: All WiFi points frequently dropping offline

Jeff — Tue, 07 Dec 2021 20:10:22 GMT

Hey, keenumm.

Before you added the new points, were you having any network issues with only the old points?

Re: All WiFi points frequently dropping offline

NickE — Mon, 13 Dec 2021 11:00:52 GMT

@Jeff Are you guys any closer to understanding this one? Just been kicked off an important call when all my access points went offline.

Re: All WiFi points frequently dropping offline

Jeff — Mon, 13 Dec 2021 22:11:47 GMT

Hi, NickE.

I don't have update yet. It is being looked that, I know that for sure, but I don't have any news on a fix being rolled out. I'll update when I know more.

Thanks.

Re: All WiFi points frequently dropping offline

dsoelberg — Sun, 02 Jan 2022 01:30:46 GMT

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues?
1. I can't be specific, but I've had it for a year and it has been giving me grief for 2 months!
How did you discover that the network was having connectivity issues?
1. STalls in my internet/tv/phone experience
Did any of the WiFi points give audible errors, such as:

“I can't reach the internet right now. Check your modem or router connection and try again.
- frequently
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
- I don't think so.
Something else? (Please note the error message, or how the issue was discovered)
- The irritating "buffering" circle or sudden stop of Netflix

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?)
1. Default with one point on the mesh.
What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)
1. Very few obstructions, small house, single level the router in the main room and the point in my bedroom with normally excellent connection
Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to?
1. was considering switching to assigning devices myself, it seems quite the hassle
If you know any of this info, please provide it as well:

Router brand (make and model)
- SB6183 Motorola Arris Surfboard
Router security, such as WEP, WPA, WPA2, etc
- WPA 3, WAN:DHCP, Static IP, PPPoE
- IP6 disabled
- Network mode NAT
Router software version
- 13729.57.27
What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?
- mesh (with one point) approximately ############ meters apart.

Re: All WiFi points frequently dropping offline

dsoelberg — Sun, 02 Jan 2022 01:33:11 GMT

I also work from home and this is costing me a lot of $$. Also considering a different wifi setup at home

Re: All WiFi points frequently dropping offline

dsoelberg — Sun, 02 Jan 2022 01:36:57 GMT

Potential for a refund? I need some consistency, last post on here before mine was 3 weeks ago. I need a wifi system that works consistently.

Re: All WiFi points frequently dropping offline

Jeff — Thu, 06 Jan 2022 22:54:10 GMT

Hey, dsoelberg.

For that, you would need to contact customer support and find out what you're eligible for. I don't have access to that info, but they can look into your individual situation and find out your options are. You can reach support here: https://bit.ly/3o1aRK5

Thanks.