topic Re: Google wifi losing connection intermittently in Nest Wifi

Google wifi losing connection intermittently

hpmhugo — Sun, 17 Oct 2021 12:48:03 GMT

There are a lot of folks having the same connectivity issues. There are also various threads on reddit on this - e.g. https://www.reddit.com/r/GoogleWiFi/comments/q6fsyb/constant_disconnects_on_some_devices/?utm_source=share&utm_medium=ios_app&utm_name=iossmf

@User123456 - are you aware of this, and what are you doing about it? Is there a software update coming to resolve this?

Re: Google wifi losing connection intermittently

Sydtriman — Tue, 19 Oct 2021 06:46:24 GMT

Yes they are aware but it’s radio silence on a fix. For what’s it’s worth (as I’ve repeatedly said in this forum and to support): the latest firmware is the cause.

Re: Google wifi losing connection intermittently

Jeff — Tue, 19 Oct 2021 16:15:46 GMT

Hey, hpmhugo.

We're definitely aware of the issue and we are working on it. We've yet to identify the root cause of the issue, but as people report in, we're able to gather more and more data on the problem, which is helping. One thing you can do that would help us out is to provide a device feedback report. Make sure to use the opportunity to type in that your network has intermittent drops, as it will help them categorize and match your feedback to this issue more quickly. Here's how to do that.

Step 1. Turn on device reports

Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
Open the Google Home app .
Select the device you want to share feedback about.
At the top right corner of the screen, tap Settings Recognition & sharing.
Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2. Share your feedback

Open the Google Home app .
At the top right, tap your account.
Tap Feedback tap the type of device you'd like to submit feedback for.
To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
In the feedback summary, write a brief description of your issue.
Be sure to check the box for Screenshot and System logs.
To submit feedback, at the top right corner, tap Send .

As with any other ongoing issues, I'll continue to update the threads as I know more. We do meet regularly to discuss issues, and as we know more, I'll pass along all I can.

Thanks.

Re: Google wifi losing connection intermittently

Jeff — Tue, 26 Oct 2021 17:40:33 GMT

Hey, all.

It's been a few days, and while I don't have anything new to share, I did want to check in and see if anything had changed on your end. We're still looking at possible causes, but I didn't want you to think I had forgotten the thread. I'll update as I have more to share.

Thanks.

Re: Google wifi losing connection intermittently

Sydtriman — Wed, 27 Oct 2021 20:31:31 GMT

So mid afternoon yesterday my two points went offline again. I was expecting them to come back online within a few minutes, like they always do, but no. Both refused to reconnect. I restarted them both, no luck. I’ve done yet another full factory reset and could only get one online. I’ve switch the other off. I got up the morning and the study point has been off for well over an hour.

I called support again and he said: we have no reports of any issues. REALLY?!?!? He then wanted to do the standard troubleshooting. I won’t share how that conversation went.
Working from home is impossible.
Google, I’m done, I’m going for a refund on Saturday.

Re: Google wifi losing connection intermittently

guyguy — Sat, 30 Oct 2021 03:02:41 GMT

yup garbage we spend hard earned money and get the run around dont waste your time

Re: Google wifi losing connection intermittently

schrodinger212 — Mon, 01 Nov 2021 17:52:11 GMT

I'm so glad I found this forum. I've been dealing with this issue for months, it's really affecting my work and calls b/c the intermittent connectivity affects my video meetings, I will miss a full 30-60 seconds of what people are saying. I ended up purchasing another point about 2 months ago, this did not solve the problem at all.

Re: Google wifi losing connection intermittently

guyguy — Mon, 01 Nov 2021 20:01:47 GMT

Yeah spent many hours and chats to get no where, I did the same thing bought another puck just to see. Blah it used to be so good. But the thing that is shady is they don’t even own up to it. They just give you the run around or moving it, and rebooting it! 🤦🏻‍♂️

Re: Google wifi losing connection intermittently

Jeff — Wed, 03 Nov 2021 20:35:21 GMT

Hey, all.

I know it's frustrating, but this is something we're still looking at. Any of the steps we recommend are based on known-to-be-effective steps in reaching a resolution. While some issues are fixed with a single step or two, some take a lot more investigating and need to be reproduced internally so we can get a process worked out. As I hear anything new, I'll share it here.

Thanks.

Re: Google wifi losing connection intermittently

MarcParent1977 — Sun, 07 Nov 2021 22:21:59 GMT

Hi there, wow can't believe sonmany peoples have that much problems with google...so far, watever is on 2.4ghz seems to be fine but all my phones at home keep dropping, mostly on 5ghz, tried to change setting to Static instead of DHCP seems to be working a bit better but still, tried different routers everything's fine (modem and hard wired are ok) this should be fixed by rolling back to the old firmware i think (mostly for first gen wifi)

Re: Google wifi losing connection intermittently

guyguy — Mon, 08 Nov 2021 01:07:55 GMT

How do you roll back the firmware?

thanks

Re: Google wifi losing connection intermittently

MarcParent1977 — Mon, 08 Nov 2021 01:42:27 GMT

Hi,

So far, what I heard there's no way of rolling back to old firmware, what i was saying is that, google should go back to there old firmware wich was better for connectivity....so far, using STATIC instead of DHCP for my phones seems to be better....hope Google are going to fix there problems....

Re: Google wifi losing connection intermittently

Jeff — Tue, 09 Nov 2021 18:00:10 GMT

Hey, all.

With the talk of firmware rollbacks, I thought I would hop in and confirm that rolling back to previous versions of firmware is not something we offer. Each update also brings along security updates that keep your devices safe.

Thanks.

Re: Google wifi losing connection intermittently

keenumm — Mon, 06 Dec 2021 14:21:27 GMT

So what is the reason you have yet to release a new update to fix your last broken updated firmware? Much longer and I will be throwing all for pucks in trash to go with another company. No excuse for this to be going on this long. Tired of factory resetting and rebuilding my network.

Re: Google wifi losing connection intermittently

Jeff — Tue, 07 Dec 2021 20:25:06 GMT

Hey, keenumm.

Firmware updates aren't the easiest thing in the world to roll out. They take a lot of testing before they can go out to the world, even if there is a known issue out in the wild already. I don't know when an updated firmware release will happen, but it's definitely being worked on and so is the connection issue we've been seeing. I wish I had more news or a time frame to share, but I don't have that information.

Thanks.

Re: Google wifi losing connection intermittently

jsinon — Wed, 15 Dec 2021 16:56:24 GMT

Add me to long list of frustrated customers. Everything was fine until about 2 weeks ago and now my network has short outages every 5-10 minutes it seems. They are quick and the service restores almost immediately but this makes for complicated conversations on zoom and my kids are having a hard time gaming online.

Re: Google wifi losing connection intermittently

keenumm — Wed, 15 Dec 2021 19:07:16 GMT

i finally removed a device completely and all seems stable at the moment. As far as firmware updates, it doesnt take this long to fix, didnt have issue rolling out the one that broke everything.

Re: Google wifi losing connection intermittently

Jeff — Wed, 29 Dec 2021 21:54:35 GMT

Hi, keenumm.

I'm glad that you're seeing more stability, but yes, we're still waiting on that fix rollout. I'm hoping it hits soon. Thanks for keeping the thread updated with what you've been doing on your end.

Re: Google wifi losing connection intermittently

Radar — Tue, 18 Jan 2022 14:53:36 GMT

Any update on this issue? It seems much worse at this time. I lose internet connectivity frequently for 5-10 minutes on select devices. Interestingly, it never appears to impact streaming services.

Re: Google wifi losing connection intermittently

guyguy — Tue, 18 Jan 2022 14:55:58 GMT

No fix in sight, been a few months already. I jumped ship! Amplifi HD have been working great!