topic Re: Nest wifi pro points keep going offline in Nest Wifi

Nest wifi pro points keep going offline

bnydegger — Thu, 12 Jan 2023 15:09:36 GMT

Nest wifi pro 6e points keep randomly going offline. When connected, the mesh test indicates great connection.

Re: Nest wifi pro points keep going offline

Agentgill — Fri, 13 Jan 2023 20:10:53 GMT

I experience the same roughly every other day. When it happens, I literally do nothing other than wait. All devices on the network regardless of room/location. its feels like a hardware panic attack which triggers a restart of the network.

I'm waiting for next firmwAre update. I'm not moving pods, restarting myself, factory reset or any suggestion down those lines.

Re: Nest wifi pro points keep going offline

AbigailF — Sun, 29 Jan 2023 05:21:32 GMT

Hey folks,

@bnydegger, thanks for reaching out — let's see what's going on.

A few questions: have there been any recent changes on your network structure? Are you using a modem/router combo provided by your Internet service provider (ISP)? Also make sure that there are no special characters on your network's name and password.

Try giving these steps a try:

Unplug the power from your Nest Wifi Pro devices for 2 minutes.
Change your network's name and password
If the issue persists, factory reset your network and use a different network name and password.

@Agentgill, we totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try!

Regarding updates, your devices will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network. Since your devices didn’t get any updates yet, I suggest trying the troubleshooting steps first. If you can also provide answers to the questions I asked bnydegger, that would be great.

Let us know how it goes.

Best,

Abi

Re: Nest wifi pro points keep going offline

AbigailF — Thu, 19 Jan 2023 02:44:13 GMT

Hi everyone,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Regards,
Abi

Re: Nest wifi pro points keep going offline

bnydegger — Thu, 19 Jan 2023 05:20:11 GMT

Hi Abi,

Thanks for the suggestions. bnydegger responses. There haven’t been any recent changes to the network structure. My cable modem is from Xfinity. I did have a special character in the password of my network. I changed so there are no special characters in either the network name or password. Before I try anything else, I will see if this solves the problem. Later now. It didn't solve the problem. Nest Wifi Pro 6E points continue to drop offline. Rather than reset the network and start again, I'm also going to wait for a new firmware update. After all, when I first did the install, in essence it started from scratch (factory reset) and updated the firmware. It appears to me to be a Google problem, not a bnydegger problem. Am I missing something?

Re: Nest wifi pro points keep going offline

AbigailF — Mon, 23 Jan 2023 05:00:58 GMT

Hey bnydegger,

I'm sorry to hear that you're still having an issue with your Nest Wifi Pro. 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,
Abi

Re: Nest wifi pro points keep going offline

bnydegger — Wed, 25 Jan 2023 16:09:23 GMT

I filled out the form. I sure hope this can be fixed before my return window is close.

Re: Nest wifi pro points keep going offline

EmersonB — Wed, 25 Jan 2023 23:11:57 GMT

Hi everyone,

@bnydegger we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Let us know if you have other questions in mind.

@Agentgill I wanted to follow up and see if you were able to fill out the form? Let me know if you have additional questions.

I appreciate the help, Abi.

Regards,
Emerson

Re: Nest wifi pro points keep going offline

AbigailF — Sun, 29 Jan 2023 05:19:37 GMT

Hey Agentgill,

I wanted to follow up and see if you are still in need of any help. If so, please fill out the form so we can help you further.

Best,
Abi

Re: Nest wifi pro points keep going offline

Agentgill — Sun, 29 Jan 2023 16:32:39 GMT

@AbigailF I'm happy to wait for the next firmware update rather than tweak the configuration and continue to troubleshoot. If you have a rough idea on how often firmware updates are released that would be of interest. Thank you for reaching out again. Best wishes Mike

Re: Nest wifi pro points keep going offline

AbigailF — Wed, 01 Feb 2023 04:49:19 GMT

Hi Agentgill,

We currently don't have any news on the next firmware update. Your Nest Wifi Pro will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network. Let us know if you have any other questions and we'll be happy to help.

Cheers,
Abi

Re: Nest wifi pro points keep going offline

AbigailF — Mon, 06 Feb 2023 03:06:24 GMT

Hello Agentgill,

Checking back in should you still have some questions here. Let us know by replying to this thread.

Thanks,
Abi

Re: Nest wifi pro points keep going offline

AbigailF — Tue, 07 Feb 2023 05:35:32 GMT

Hey again Agentgill,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Regards,
Abi

Re: Nest wifi pro points keep going offline

bnydegger — Tue, 07 Feb 2023 19:41:05 GMT

Nothing is resolved as far as bnydegger is concerned. The points still keep dropping off about once a day.

Re: Nest wifi pro points keep going offline

AbigailF — Wed, 08 Feb 2023 00:36:40 GMT

Hello bnydegger,

Our senior support has sent you an email. Kindly check as they are asking for some details from you. Let us know if you have any other questions or clarifications for now and we'll be happy to help.

Thanks,
Abi

Re: Nest wifi pro points keep going offline

arshad14 — Mon, 13 Feb 2023 19:56:22 GMT

I have the exact same issue and they asked me to troubleshoot it the exact same way but nothing got fixed. I have the 3 point kit and two of the ones that are hardwired has no issues except for the one that's connected to the network over wifi.

Just to test this out for myself because of how long it was taking to troubleshoot my network when I work from home and need a strong and reliable network, I bought another single wifi point to replace the one that keeps on going offline and placed it at the exact same spot using the same adapter and that hasn't disconnected yet.

I don't know it makes any difference but I'm curious to know if the first batch units were defective because I pre-ordered on the day of the announcement and I was coming from the previous-gen routers that had stronger and better signal than the Pro. Also, the reason I say if the batch was defective is because even though the other one doesn't go offline because it's hardwired when I run a mesh test, it shows that the signal is weak even though it's connected directly to the main router which is connected directly to my modem.

Re: Nest wifi pro points keep going offline

bnydegger — Mon, 13 Feb 2023 20:04:36 GMT

Interesting about the replacement. All 2 of my wifi points randomly go offline still. I'm probably past the point of being able to return to Costco.

Re: Nest wifi pro points keep going offline

arshad14 — Mon, 13 Feb 2023 20:08:10 GMT

Costco will definitely take it back as long as you're within the 1 year timeframe. You're lucky you bought it from Costco. I bought it from the Google Store and am really regretting it. I feel the new Eero 6e is more reliable than Google's attempt at the 6e router.

Just curious, are your other two points connected to the main one wirelessly? If so I wonder if it has something to do with the backhaul antenna being unreliable or just poorly designed.

Re: Nest wifi pro points keep going offline

bnydegger — Mon, 13 Feb 2023 21:38:21 GMT

My configuration is the main router connected via Ethernet cable. Another point is connected by Ethernet. 2 more points connected by wifi. The 2 wifi connected say great connection but are the 2 that drop offline.

Re: Nest wifi pro points keep going offline

arshad14 — Mon, 13 Feb 2023 23:11:26 GMT

What's interesting that after actually sharing my experience here, my point that's connected to the main router via ethernet actually went offline for the first time just 10 minutes ago and came back online after 5 minutes while the one connected via wifi (temporary new replacement) was still online. There's definitely something wrong with these routers for sure.

And I don't know if you experienced this but every few times a week, my guest network shows strong signal but won't have an internet connection while my main network has no issues at all. This is something I've noticed in the month since this is the first time there's and Airbnb guest actually using guest network for work.