topic Re: Google Wi-Fi issues in Nest Wifi

Google Wi-Fi issues

Guicamarao — Mon, 27 Feb 2023 18:48:23 GMT

Big problems in the last couple weeks, intermittent connection it’s now a daily routine. Provider working well, performed few tests and got the conclusion the Google Wi-Fi is the problem. Resented entire network, change the principal router in the mesh architecture, did everything possible!! HELP!!

System was working great in the last 3-4 years!!!

Re: Google Wi-Fi issues

Maury — Tue, 28 Feb 2023 18:47:58 GMT

YES! This! My Google router drops out like 4 or 5 times a day for 10 minutes at a time. Sometimes it requires a hard reset. There is no way to get any sort of response or help from Google. I've heard folks say Google is familiar with the issue, but there is no way to get a hold of anyone for help. Basically if you buy Google, you're on your own if anything goes wrong. So frustrating.

Re: Google Wi-Fi issues

Guicamarao — Tue, 28 Feb 2023 20:19:52 GMT

I tried support by chat today, they say can’t supply help because I’m in Brazil. I’m buying a TPlink and will burn this 4 routers from Google on YouTube

Re: Google Wi-Fi issues

Wee — Wed, 01 Mar 2023 22:29:15 GMT

we've been experiencing the same issues the past 3-4 days.

Google has a habit of updating things when everything is working great and then something unknown breaks

Re: Google Wi-Fi issues

Wee — Wed, 01 Mar 2023 22:30:09 GMT

Try some of the solutions that were offered in this thread

Re: Google Wi-Fi issues

AbigailF — Thu, 02 Mar 2023 00:07:10 GMT

Hi everyone,

@Guicamarao, thanks for posting and I'm sorry to hear that your issue persists. You mentioned that you had a chat with our Google support. Could you provide the case ID number so I can check for you?
@Maury and @Wee, I'd like to check if you're still having issues after doing troubleshooting steps. We'd like to help out.

Best,
Abi

Re: Google Wi-Fi issues

emc — Thu, 02 Mar 2023 01:37:53 GMT

Yep, same here. Infuriating. Ready to toss it out and buy something new (not made by google)!

Re: Google Wi-Fi issues

AbigailF — Thu, 02 Mar 2023 06:26:22 GMT

Hello emc,

I'm sorry to hear you're having the same issue. A few questions: could you give us more details about what you're experiencing exactly? Were you able to check the thread shared by Wee? What troubleshooting steps have you tried so far?

We'll wait for your update.

Regards,
Abi

Re: Google Wi-Fi issues

Maury — Thu, 02 Mar 2023 13:26:50 GMT

What troubleshooting steps? I clicked the link and it was just 17 replies from people complaining how google drops intermittently.

If there is a solution to the problem of Google Nest just dropping internet connections for 10 minutes at a time, multiple times a day, please write out that solution in a response.

Is there an official Google page that mentions the steps to take?

More importantly, WHY is this happening. Is it a firmware update? The problem is widespread and serious based on the number of comments here. We need answers!

Re: Google Wi-Fi issues

emc — Fri, 03 Mar 2023 00:16:53 GMT

There are zero troubleshooting steps in that thread. it only talks about a recent firmware update which seems to have been backed out. My equipment has the same firmware verison mentioned. I have restarted my system completely. Checking with my cable company for outages. I had them come for a service visit to rule out issues with their equipment. Periodically, my WIFI just loses connection to the internet for some time. It can be as little as a few minutes, but it may happen multiple times in a day. I have hard wired my computer into the modem when this occurs and the modem is still connected to the internet, while my wifi is not. Please suggest other steps I may take to resolve this issue.

Re: Google Wi-Fi issues

Maury — Fri, 03 Mar 2023 03:58:58 GMT

This is the EXACT problem I'm having.

Unfortunately, I just came to the same solution as everyone else and I bought a new Asus XT8 Mesh system. My wife was interviewing for remote jobs via zoom and Google Wifi dropped the signal on her last two interviews. People's livelihood's are on the line and Google just responds with the same cut and paste nonsense and no answers. I'd love to be a Google support person, easiest job in the world. No accountability.

Re: Google Wi-Fi issues

emc — Fri, 03 Mar 2023 19:05:48 GMT

Please let us know how it goes with your new mesh system. I’m obviously in the market.

Re: Google Wi-Fi issues

Maury — Fri, 03 Mar 2023 21:08:38 GMT

So far so good. Blazing fast and no drops yet, which tells me it was definitely the Google pucks and not my ISP.

The user interface is slick. I can view what websites my kids are visiting, it has free parental controls to block the domains of adult content on specific devices, etc. So far it is awesome.

The Xt8 is a tri-band router that has a dedicated 5 ghz backhaul between the nodes for speedy hops from all around the house.

I had 5 Google pucks and the 2 XT8 Nodes I have offer vastly superior coverage and speed.

Re: Google Wi-Fi issues

Wee — Sat, 04 Mar 2023 02:24:06 GMT

My mistake I meant to copy a different thread. Try this, this was offered to me from Google support a few months ago.......

-------------------

This is the answer I got from them for a fix on my Nest Wifi. It seems to have improved some but some devices are still.not connecting to my system as normal

"Understood. You might want to try adjusting the DNS settings of your Nest Wifi network using the Google Home app and see if it helps. Here's how:

1. Open the Google Home app.

2. Tap the Wifi coin and then Settings (gear icon) and then Advanced Networking.

3. Tap DNS.

4. Select Custom and enter 8.8.8.8 and 8.8.4.4

5. Tap Save.

If your ISP supports IPv6, you can use these settings: 2001:4860:4860::8888 and 2001:4860:4860::8844 Once done, toggle Nest Wifi cloud services off then turn it back on after 10 seconds. Here's how:

1. Open the Google Home app.

2. Tap Wi-Fi and then Settings.

3. Tap Privacy Settings.

4. Toggle Nest Wifi cloud services on or off, then tap Save. Make sure to reboot your Nest Wifi router and modem for 2 minutes to refresh the connection.

Re: Google Wi-Fi issues

AbigailF — Mon, 06 Mar 2023 03:43:14 GMT

Hello folks,

@Maury, we’ve sent the complete steps in the other thread that you created. Let me know if those steps helped.

@emc, let me know if the steps Wee shared helped. If not, there are still other things we could do to isolate the issue.
@Wee, glad to hear that the situation has improved. Which other devices are still having issues with connecting?

Cheers,

Abi

Re: Google Wi-Fi issues

emc — Mon, 06 Mar 2023 16:05:35 GMT

Hello - I'm not willing to update DNS settings on my network to resolve this brand new issue.

Re: Google Wi-Fi issues

Maury — Tue, 07 Mar 2023 01:33:24 GMT

Agree with EMC. Why not just make something that works? Why doesn't Google fix the software, or update the firmware, or do what they need to do? They obviously broke something, because tons of people are having this problem.

I bought a new system, didn't have to fiddle with anything. I just plugged it in and it was working a minute later. It's been rock solid for a week now, whereas my Google setup was down multiple times everyday.

I hope Google solves the problem, because I feel bad selling these pucks to the next poor soul who is going to have the same issues.

Re: Google Wi-Fi issues

AbigailF — Tue, 07 Mar 2023 03:01:51 GMT

Hi everyone,

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! If the issue persists after doing all troubleshooting steps, we'll escalate this to our senior specialist to further help you. Let me know if you need help with anything.

Regards,
Abi

Re: Google Wi-Fi issues

Wee — Thu, 09 Mar 2023 22:27:12 GMT

why? It takes like 17 seconds to make the adjustment and if it doesn't work you just revert back to the default

Re: Google Wi-Fi issues

AbigailF — Mon, 13 Mar 2023 05:36:01 GMT

Hey folks,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi