topic Re: Google Nest WiFi connectivity issues in Nest Wifi

Google Nest WiFi connectivity issues

AnbaOz — Tue, 28 Sep 2021 14:32:38 GMT

Around five weeks ago I started experiencing WiFi dropouts on my old Google WiFi system. Thinking my Google WiFi, first gen, was perhaps at the end of its lifespan I went and purchased a brand new Nest router and two points. Unfortunately my issues remain - the only change being that on the Nest I can see an orange/yellow light come on between 15-20 times per hour every day.

In consultation with my ISP (Aussie Broadband), confirming the NBN signal into my house is fine, and Google Support I have tried the following:

ethernet cable directly from NBN box/modem to laptop - works fine
ethernet cable directly from Nest router to laptop - works fine
tested different ethernet cables from NBN box to Router and from Router to switch - no change
spent an obscene amount of money on switches and ethernet ports in the house so we can hardwire as many devices as possible - everything wired works fine
Completed several restarts of WiFi using Google Home app - no change
power cycled NBN box/modem, router and nest WiFi points - no change
factory reset using home app - no change
factory reset manually - no change
Google support have escalated to tier 2 support three days ago - no response so far

We’re getting pretty desperate to resolve this. As much as we’re lucky we can hardwire some devices our kids’ school laptops don’t have ethernet ports and with school back on Tuesday we need to get this fixed ASAP.

Would appreciate anyone who have any ideas I can try!

Thanks in advance

Re: Google Nest WiFi connectivity issues

cotonvague — Tue, 28 Sep 2021 22:31:50 GMT

I’m having same issues. Set up new around 20 July with Google nest router and 3 points. Worked beautifully for a few weeks then about 4 weeks ago WiFi just keeps dropping out. Even a hard wire from the router to my computer also drops out but have tried everything you’ve mentioned above plus I got a loan Netcomm router from Aussie Broadband to test and the WiFi was perfect for 4 days without a single drop out. So then I under warranty just put in a new Google nest router yesterday and the problem still persists. There must be a serious issue with the latest firmware. It’s dropping out every 20 minutes now

Re: Google Nest WiFi connectivity issues

AnbaOz — Tue, 28 Sep 2021 23:57:52 GMT

I feel your pain, my wifi drops out every couple of minutes, at least wired I am ok. I’d stop using the wifi if I could but to add insult to injury Optus are making “network upgrades” in my area so my phone is a lousy backup.

I’ll post here when I hear from the Google Support guys, let me know if you somehow manage to fix your issues.

Re: Google Nest WiFi connectivity issues

cotonvague — Wed, 29 Sep 2021 01:37:52 GMT

sounds like we are living the same life. I'm also in an area that Optus is busy with network upgrades and they are my mobile provider too. I'm with Aussie Broadband for my NBN though. And also have kids COVID home schooling (one in year 12). As a matter of interest how many wifi points do you have connected to your nest router?

Re: Google Nest WiFi connectivity issues

AnbaOz — Wed, 29 Sep 2021 04:47:38 GMT

Fabulous life isn’t it! I’m spared the lockdowns (Queensland). I have 2 Nest points and then I have also connected one of my older Google WiFi points.

The first Google rep I spoke to - lvl 1 in the Phillipines - said three was not a problem, if that’s what you’re thinking.

Re: Google Nest WiFi connectivity issues

Familyman11 — Thu, 30 Sep 2021 01:07:11 GMT

I, and several others are also having the same issues. My home network worked great for almost 2 years then this summer, it started randomly going out for 5 to 15 min randomly during the day. The Home app couldn't connect to wifi either. However the internet worked via Ethernet cable. I purchased a new Nest, then a new Modem, the cat 7 cables. Removed 1 puck from my network and....it didn't fix it.

Hard reset. Nothing.

I ended up buying Asus wifi router (2 unit set). My speeds are faster (650mbps) vs 150 with nest, per Ookla speed test. I suggest you give up as well. We had to have stable connectivity for college, work at home, etc.

Re: Google Nest WiFi connectivity issues

AnbaOz — Fri, 01 Oct 2021 08:34:00 GMT

Thanks Familyman, I might have to do that. Do you find the coverage with the two points is similar to the Nest?

Re: Google Nest WiFi connectivity issues

Familyman11 — Fri, 01 Oct 2021 13:52:17 GMT

Yes. I was worried too. 2 story 4600sqft home.

It works great. Outdoor cameras connect just fine. And, my speed according to Ookla is more than 2x what I was receiving.

I purchased the zen.

Re: Google Nest WiFi connectivity issues

Jeff — Fri, 15 Oct 2021 18:46:24 GMT

Hi, everyone.
I just wanted to check in real fast to see if anyone still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

Re: Google Nest WiFi connectivity issues

AnbaOz — Sat, 16 Oct 2021 13:38:07 GMT

I’m still having the same issue, but have tested using a different (ASUS ZenWifi) Mesh solution that showed the same result. I’m speaking to my ISP and the National Broadband Network

Re: Google Nest WiFi connectivity issues

cotonvague — Sun, 17 Oct 2021 08:33:53 GMT

Hi Jeff

I have discovered that the wifi mesh is only constant when I remove one of the points. I have my router plus 4 points and 2 of the points show a weak signal when I do the mesh test. When I remove the point that is furthest away then I don't get the wifi drop outs. As soon as i connect that point it creates drop outs even though the signal is still running well off that point. so my question is: does each point have to have a strong connection for the mesh to work and be stable?

Re: Google Nest WiFi connectivity issues

Jeff — Mon, 18 Oct 2021 18:00:58 GMT

Hey, cotonvague.

I responded to your post in the other active thread. Let me know if you have issues with anything in that post.

Thanks.

Re: Google Nest WiFi connectivity issues

Jeff — Thu, 21 Oct 2021 19:14:33 GMT

Hi, AnbaOz.

It's been a while, but I wanted to let you know that this was still being looked at. At this time I don't have anything new to share, but I did want to find out if anything had changed in your situation. If you're seeing different results, let me know.

Thanks.

Re: Google Nest WiFi connectivity issues

AnbaOz — Thu, 21 Oct 2021 23:19:23 GMT

Thanks Jeff,

I’ve managed to get the Nest network set up again, but I am still seeing constant WiFi drop outs where my Nest points flash Orange.
I am calling my ISP again shortly to discuss and will let you know if I get an outcome from that call (unlikely).

Andreas

Re: Google Nest WiFi connectivity issues

Jeff — Fri, 22 Oct 2021 15:55:56 GMT

Hi, AnbaOz.

Thanks for the update. The flashing lights do indicate a network error, so there is some sort of interruption going on with your connection. If the ISP doesn't have any insights, please let me know.

Thanks.

Re: Google Nest WiFi connectivity issues

Jeff — Tue, 26 Oct 2021 17:54:54 GMT

Hey, AnbaOz.

I just wanted to follow up to see if you had any luck getting info from your ISP and if you still needed help on this. If there's more I can do here, please let me know.

Thanks.

Re: Google Nest WiFi connectivity issues

MMP — Thu, 28 Oct 2021 10:34:28 GMT

Hello

The Same Applies to My Nest. Mesh keeps dropping though Internet is working fine.

Re: Google Nest WiFi connectivity issues

Jeff — Tue, 16 Nov 2021 17:43:11 GMT

Hey, MMP.

Sorry that you're seeing the same issues. Have you done any troubleshooting in your case yet? While I don't have an update on a fix yet, it is something we're still looking at internally.

Thanks.

Re: Google Nest WiFi connectivity issues

Jeff — Wed, 17 Nov 2021 18:28:59 GMT

Hey, everyone.

We're still discussing this internally and testing situations and different factors. 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?

Re: Google Nest WiFi connectivity issues

AnbaOz — Wed, 17 Nov 2021 21:03:30 GMT

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues? 3 years
How did you discover that the network was having connectivity issues? When the WiFi dropouts started
Did any of the WiFi points give audible errors, such as: No, there’s a visual error when the Nest flashes orange

“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?) NBN box -> Google Nest Router -> Switch (cables to data points in house)
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?) Located in garage with a internal door between it and the second WiFi point which is upstairs roundly 7m away. Third WiFi point is closer at 5m with 3 plasterboard walls between the router and point. My signal is always strong.
Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? I activated my switches which had been dormant. My ISP say that they can see multiple (too many) MAC addresses on the network.
If you know any of this info, please provide it as well:

Router brand (make and model) Google Nest Router. NBN box is a Arris CM8200
Router security, such as WEP, WPA, WPA2, etc WPA
Router software version Unsure but considering it’s a Google product most likely latest available
What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Mesh but no repeaters. As mentioned the Nest Router plugs into a switch that handles wired Internet around my house.