topic Re: Nest wifi randomly going offline in Nest Wifi

Nest wifi randomly going offline

Sydtriman — Fri, 10 Sep 2021 07:49:46 GMT

For the past week my Google nest Wi-Fi go randomly off-line. There have been absolutely no other changes in my network or environment that could cause this. I’ve had no issues prior to this.

I can see a couple of posts in the forum of a similar vein, has anybody been able to solve this issue? Is it a firmware problem?

I’ve done a full factory reset which hasn’t helped, and in fact seems to have made it worse.

Setup: Router (firmware 13729.57.27) and 2 points (firmware 1.54.267572)

any ideas?

Re: Nest wifi randomly going offline

Familyman11 — Sat, 11 Sep 2021 02:00:53 GMT

I have the same problem also. I've had my Nest wifi and Google wifi for almost 2 years without any problems and now I have them daily. When plugged in with Ethernet cable, internet is fine. This problem seems random. Lasts 5 to 10 min then spontaneously resolves without intervention. Another forum suggested too many wifi points and they were causing interference. I've just reduced mine from 5 to 4. Too soon to tell if that helps.

Re: Nest wifi randomly going offline

Jeff — Tue, 14 Sep 2021 20:27:00 GMT

Hi, Sydtriman.

Thanks for reaching out and I'm sorry to hear about the issues with your network going offline. I'm sure this is frustrating to deal with.

So there is a known issue here and we are actually rolling out firmware updates to WiFi devices now. The update is hitting devices as we speak, and your Nest WiFi will automatically update soon.

In the meantime, you can actually share feedback directly with our teams which will help us more rapidly develop fixes for these sorts of issues. To do that, follow the instructions below:

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 .

I'll keep things updated as I learn more. Thanks.

Re: Nest wifi randomly going offline

Sydtriman — Thu, 16 Sep 2021 07:20:14 GMT

Thanks Jeff

I have previously sent feedback and I am also keeping an eye on the firmware version. As of yet there hasn’t been any updates. Regrettably it is still intermittently going offline. ☹️

Re: Nest wifi randomly going offline

FWCA — Mon, 20 Sep 2021 21:03:52 GMT

I have the same problem too. The randomly going offline started when M89 firmware came out. I also reported it in this link (https://support.google.com/googlenest/thread/116896459/m89-firmware-is-unstable-on-google-wifi?hl=en). A few days ago, the problem became a lot worst. It became offline twice a day. The Wifi router and points are running firmware 13729.57.27. I have also sent the Feedback to Google.

Re: Nest wifi randomly going offline

Jeff — Thu, 23 Sep 2021 20:14:52 GMT

Hey, Sydtriman.

Thanks for the update. Sorry that you're still dealing with that issue. I unfortunately don't have any new updates to share right now, but I wanted to keep in touch to let you know it's still being looked at internally. I'll keep things updated as I find out more.

Thanks.

Re: Nest wifi randomly going offline

FWCA — Mon, 27 Sep 2021 14:18:37 GMT

Hi Jeff,

Do you have an update on this issue? I have sent feedback multiple times. The problem becomes worse and my gen 1 wifi routers go offline multiple times a day. I can't work with an unstable router. We need a fix asap. Thank you!

Re: Nest wifi randomly going offline

Jeff — Tue, 05 Oct 2021 17:00:24 GMT

Hi, all.

I don't have any updates yet, but I am speaking with the internal teams later today. I'm hoping we have more then, but I will definitely let you all know when there's more to report.

Thanks.

Re: Nest wifi randomly going offline

Sydtriman — Tue, 05 Oct 2021 19:40:09 GMT

Thank you!

it’s amazing, I’ve had no drops for a week and then all of a sudden it happened again yesterday and have had at least 3 (that I saw, they don’t always reflect in the history). Absolutely nothing else has. Hanged in the network. Very odd.

Re: Nest wifi randomly going offline

MicrophoneCheck — Wed, 06 Oct 2021 12:41:58 GMT

I'm having exact same issues since the recent update. The router's fine. But the Point drops connection on daily basis without rhyme or reason.

Re: Nest wifi randomly going offline

Sydtriman — Wed, 06 Oct 2021 20:49:38 GMT

They just gave me a replacement router (despite me saying that it was not a hardware issue) and ... surprise, it is still doing it.

Question @MicrophoneCheck do you have any home automation (lights etc) or Apple HomePod type devices on your network?

Re: Nest wifi randomly going offline

MicrophoneCheck — Wed, 06 Oct 2021 21:59:24 GMT

I have Mac, Windows 10, Windows 11 and Chromebook on the network and a Facebook Portal but no smart devices.

There are several other people who are having similar internet issues on the reddit:

https://www.reddit.com/r/GoogleWiFi/comments/ph1gn8/137295727_firmware_update_latest_cant_find/

Re: Nest wifi randomly going offline

Jeff — Thu, 07 Oct 2021 16:10:08 GMT

Hey, all.

Just as a quick update, we are still looking at this internally. I know it feels like the process is slow, but there's a lot to pour through with the reports coming. As soon as I know more about the situation. Also, thanks for sharing the reddit thread. The more instances we can find, the more it helps.

Thanks.

Re: Nest wifi randomly going offline

Sydtriman — Sun, 24 Oct 2021 19:37:22 GMT

@Jeff

Any word on a fix ? This has been going on for almost 2 months now and clearly no better!

Re: Nest wifi randomly going offline

agilecarina — Wed, 03 Nov 2021 12:55:30 GMT

Same problem. Sometimes multiple times a day. Really hoping there’s a fix soon as it’s gotten especially bad recently. Regretting my decision to go all in on this mesh system.

Re: Nest wifi randomly going offline

MicrophoneCheck — Wed, 03 Nov 2021 13:00:37 GMT

Google should at least give us an option to rollback the firmware.

At least SOMETHING for us to try.

Re: Nest wifi randomly going offline

Jeff — Tue, 16 Nov 2021 17:40:50 GMT

Hey, everyone.

I see there's a few more people with the issue, and it's something we're still investigating internally. We know it's a problem that's being seen a bit more in the community, but as of right now I don't have any updates quite yet. I will keep the thread in the know as I find out more.

Thanks.

Re: Nest wifi randomly going offline

Jeff — Wed, 17 Nov 2021 18:09:17 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: Nest wifi randomly going offline

MicrophoneCheck — Fri, 19 Nov 2021 09:42:27 GMT

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues?

- It would work anywhere from a few hours to couple of days.

How did you discover that the network was having connectivity issues?

- Loading websites would timeout or speed would be limited to few kilobytes/sec.

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”

- I think I've heard both. Can't remember exactly but I do remember an error starting something with "I can't..."

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?)

- Single router w/ Nest Wifi Router and one Nest Wifi Point

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?)

- Router is upstairs. Wifi Accesss point downstairs. Intereference being

Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to?

- No changes have been made to the network setup.

What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

- Mesh configuration with one Nest Wifi Router and one Nest Wifi Point

-- Along with above answers, I want to reiterate that connectivity issue only started to happen just recently.

Re: Nest wifi randomly going offline

fgb1966 — Fri, 19 Nov 2021 14:16:59 GMT

I have the same issue. I "upgraded" from the original Google Wifi to Nest WiFi and I am seriously regretting it. Per the "event history" list in my Google Home app, my Google Wifi Router went offline 25 times yesterday. It is constantly interrupting my work, including causing me to need to reschedule important client Zoom meetings on more than one occasion. Google knows this is a pervasive issue and yet they have not communicated anything to customers about it. They should stop selling these devices it they know they have a problem and don't know how to fix it.