topic Re: Google wifi unstable connection in Nest Wifi

Google wifi unstable connection

HKO — Fri, 28 Jan 2022 09:16:15 GMT

Hi.

I bought 4 pucks in summer 2021 for our 4 storey house (############sqm per floor). It has never been smooth sailing. Routers go offline randomly, status on Google Home App mismatching status light on the pucks, mesh test has never been successful. Fiber connection (2.4GHz) from the street is excellent, we even had the telecom company to replace a hardware just to be on the safe side.

My husband and I work from home quite a lot and very often, we both have to video calls on Teams at the same time, and this is often not possible. We often have to turn off videos, and even that is sometimes not enough and one of us ended up using 4G on mobile instead.

I opened a case with Google customer care and he patiently spent 1.5 hours to troubleshoot step by step to reset every single puck. However problem still persists. CaseID 0-############1548. What more needs to be done?

Re: Google wifi unstable connection

Jeff — Wed, 09 Feb 2022 17:51:38 GMT

Hi,HKO.

Sorry for the issues you're having with your WiFi connection. That sounds like quite a frustrating experience to have inconsistent performance like that. Let's take a look at things and see how to come up with a fix for you.

You mentioned that you've already been in contact with support and have done quite a bit of troubleshooting. I do have a few questions that might help us get on track with things to try as well.

Are you seeing the entire network drop at once, or is it a single WiFi point at a time?
Do you have any preferred activities set up in the Home app, such as video conferencing or gaming?
Do your mesh tests fail outright, or are you just getting poor performance results on the test?

If you can give me a little more to go on, I'm sure we can get this figured out. I look forward to your response.

Thanks.

Re: Google wifi unstable connection

HKO — Wed, 09 Feb 2022 18:15:51 GMT

Hi Jeff.
it is often the wifi points at the top floors that drop connection first. The one on the ground floor is more stable than others, but does drop out too frequently to our liking. I can see this on my mobile phone hopping over to 4G.

No preferred activity is set up in the Home app.
The mesh test just failed outright every single time “Error occurred during mesh test. Please try again”. Same error and failure even when I brought all 3 points onto the same floor at the main point that has the ethernet cable connection to fiber from the street. Normally the wifi points are placed around the stairwell on different floors so they are as close to each other as possible, in this case vertically.

Thank you for your attempt to help here.

Re: Google wifi unstable connection

lusilver — Fri, 18 Feb 2022 17:28:20 GMT

I am having the same issue - I'm on Google meet 8 to 10 hours a day. When on Google Meet the connection becomes unstable (has been happening about half the time in the past two weeks), I've had to run a hard wire to the laptop being used. When testing the Mesh later using the Google Home app it never is able to complete the test and shows, "Error occurred during Mesh test [line break] Please try again". This is repeatable.

My main mesh router is wired into the AT&T DSL modem/router and is about 2 feet from my laptop, so I was surprised that the connection was unstable at this distance.

We also have two TVs that seem to work well on the mesh. One is on the same floor where the main mesh router is. Every few weeks we have problems with the second TV that is connected to the wifi point, but because the TVs buffer the content it's hard to tell how often this is happening. On the video conferencing, as mentioned, there are more problems, but it is also connected and sitting right next to the Nest router.

I should note that we show about 25 devices online at any one time.

Any tips would be greatly appreciated.

Re: Google wifi unstable connection

Jeff — Tue, 15 Mar 2022 21:19:21 GMT

Hey, everyone.

It's been a while since I have been able to touch base here. I wanted to check to see if you were still having this issue so we can pick things back up and look at them again. If you're still seeing the same troubles, please let me know. On the other hand, if all is working now, feel free to update us with what worked for you.

Thanks.

Re: Google wifi unstable connection

HKO — Wed, 16 Mar 2022 05:56:16 GMT

Hi Jeff. About few days after my last reply, all the points were working fine, in fact the best they ever had.

However a few days ago, they started to become unstable again. My teams calls would lose connection, mobile phone dropped off wifi (when it hopped onto 4G automatically), tv streaming impacted, history in Google App showed several wifi offline records in past few days)

Re: Google wifi unstable connection

Jeff — Fri, 18 Mar 2022 17:47:37 GMT

I'm sorry to hear that HKO. That's frustrating to see it go forward and then fall right back to a problematic state. Is the connection fully dropping out for all devices, or just some? When it drops out, does it come back on its own or are you needing to reboot the network?

Re: Google wifi unstable connection

HKO — Fri, 18 Mar 2022 19:19:42 GMT

Hi Jeff. All devices dropped out. If it’s during day time and it impacts me working from home, I unplugged the network for half an hour and replugged in and it’ll be okay again. Sometimes I only learnt from the priority events in Google Home App that the network went off. In which case it came back by itself.

Re: Google wifi unstable connection

Jeff — Wed, 23 Mar 2022 20:41:47 GMT

Hi, HKO.

There's an update rolling out to WiFi devices now and it should be hitting your router and points soon. I don't know if that will prove to be the fix here, but I'm hoping it will be. The device will update automatically, so there's nothing you need to do. If that update rolls onto your network and you are still seeing the same issues after, please let me know and we can pick troubleshooting back up.

Thanks.

Re: Google wifi unstable connection

Jeff — Mon, 04 Apr 2022 17:56:56 GMT

Hey, HKO.

Just as some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

Re: Google wifi unstable connection

HKO — Tue, 05 Apr 2022 18:31:35 GMT

Hi Jeff. Thanks for the note. My software is still on version 13729.57.27. Will check again and report back when it is upgraded. Wifi is on-off again lately.

Re: Google wifi unstable connection

Jeff — Wed, 06 Apr 2022 16:05:37 GMT

Hopefully this proves to be the fix. I'm sorry that you're still seeing that fluctuation. Thanks for hanging in there, HKO.

Re: Google wifi unstable connection

lusilver — Wed, 13 Apr 2022 19:08:33 GMT

Just FYI, my software version is also still at 13729.57.27. and am looking forward the new build. Will it be automatically pushed to our devices or we need to manually update them?

Re: Google wifi unstable connection

HKO — Wed, 13 Apr 2022 20:20:12 GMT

Hi Jeff. My software has been updated since few days ago. Wifi was very unstable yesterday. Today it works fine. Will continue to report if there is issue.

Re: Google wifi unstable connection

Jeff — Mon, 18 Apr 2022 17:09:20 GMT

Thanks for the update, HKO.

lusilver, the update will download and install automatically. There's nothing you'll need to do in order to receive it.

Thanks.

Re: Google wifi unstable connection

Jeff — Wed, 27 Apr 2022 21:49:35 GMT

Hey, everyone.

At this point everyone should have the update. If you haven't seen it install, go ahead and try power cycling your network. Once you've done that, let me know if you see any continued problems with your network.

Thanks.

Re: Google wifi unstable connection

robertami8019 — Wed, 17 Aug 2022 14:06:28 GMT

I've just started to experience this problem in the last two weeks. "Unstable Connection" throughout video calls. Software updated to v14150.43.81. We have the router and two points (one on each floor) in our 1600sqft home, and they worked perfectly for the last year. Then this happened. When I run internet speed test, I get ripping hot speeds. When I run the mesh test, it comes back as "great connection." I've even connected the point in my office by ethernet cable. What else can I try?

Re: Google wifi unstable connection

jsroberts — Tue, 23 Aug 2022 17:31:43 GMT

We are having the same problem! When using router & 1 point it's definitely worse. So we only use the router still have issues just not as bad. Our home is 1200 sq ft with the master bedroom in a former garage, so wall is a thicker but our renter had to hard wire his game console he wasn't able to play his online games in his room. Yes I'm configured for gaming & video conferencing. We also had to hard wire our livingroom tv and it has an unobstructed line of site to the router!

Re: Google wifi unstable connection

johnnyla — Fri, 20 Jan 2023 22:58:31 GMT

This fixed it for me:

- Disabled IP v6

- Used custom DNSes 8.8.8.8 and 8.8.4.4

Re: Google wifi unstable connection

AbigailF — Sun, 22 Jan 2023 03:38:45 GMT

Hey folks,

@johnnyla, thanks for letting us know about the steps that helped fix your issue. That will greatly help other Community members that may be seeking answers regarding this issue.
To everyone else, 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