topic Disconnect device in Speakers and Displays

Disconnect device

Rayan — Thu, 07 Oct 2021 16:59:44 GMT

Hello Google,

I really enjoy nest mini but it has a problem, it keeps disconnecting from the WIFI and I have to reset it from the beginning every week or so, would it be possible to send it look it at and if I can upgrade and pay the difference if it has problem.

Kind regards,

Rayan Almutairi

Re: Disconnect device

nkr_a — Fri, 08 Oct 2021 08:50:10 GMT

Same!! I've tried to pair my mini2 with the iPad that never leaves my place but they still disconnect 😞

Re: Disconnect device

frances — Tue, 09 Nov 2021 22:00:52 GMT

Hello Rayan and nkr_a,

Thanks for reaching out. Sorry for the delay, I appreciate your patience. I would be more than happy to help get your device running and connected. First, I have some questions to allow our team to get a better understanding of this situation.

How long did the device work before encountering connectivity issues?
How did you discover that it was having connectivity issues?
Did the device give an audible error like:
- “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)
What is the Firmware version for these speakers?
- Firmware version can be found by following instructions here
What is your WiFi setup? (single router or multiple access points - how many?)
What is the location of the affected speaker in relation to the WiFi Access Points/Routers?
Did your change WiFi setup recently?
- If so, was it was working fine before? What did you swap your WiFi to?

I look forward to your response, thanks for your patience!

Re: Disconnect device

frances — Tue, 16 Nov 2021 19:28:50 GMT

Hi there,

It's been a few days since we have heard from you. Just checking to see if you were able to see my response above. I look forward to your reply back, we're here to help!

Re: Disconnect device

nkr_a — Tue, 16 Nov 2021 19:49:17 GMT

Hi. Sorry for the late reply;-) and thank you

How long did the device work before encountering connectivity issues?
- Since I bought it, which was almost a year ago.
How did you discover that it was having connectivity issues?
- It would be dropped from the Google Home app after a while (one to a few days, if I bring the device with the app out, it's definitely getting dropped.)
- Sometimes the app would ask me if I want to set up with a Nest mini.
“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”, or just two short error sound.
What is the Firmware version for these speakers?
- 1.54.250118
What is your WiFi setup? (single router or multiple access points - how many?)
- Single router (2.4 GHz), I reserve an IP address for the speaker on the DHCP Client List.
What is the location of the affected speaker in relation to the WiFi Access Points/Routers?
- The router is under the desk and the speaker is on that desk.
Did your change WiFi setup recently?
- No. The disconnecting has always been an issue.

Re: Disconnect device

Jake — Wed, 02 Feb 2022 18:58:38 GMT

Hey nkr_a,

Sorry for the late reply. I wanted to check in and see if you are still in need of any help? Please let me know, as I would be happy to assist.

Best regards,
Jake

Re: Disconnect device

Jake — Fri, 04 Feb 2022 18:30:26 GMT

Hey nkr_a,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread due to inactivity.

Best regards,
Jake

Re: Disconnect device

nkr_a — Fri, 04 Feb 2022 19:11:44 GMT

Hi, Jake

Thank you for the follow-up. Unfortunately, nothing has improved. And I didn't receive any advice based on my last reply. So I guess that's that...

Re: Disconnect device

Jake — Tue, 15 Mar 2022 17:45:35 GMT

Hey nkr_a,

I am truly sorry for the trouble and frustration that you are having with the device disconnecting constantly. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

Re: Disconnect device

Jake — Tue, 22 Mar 2022 17:47:03 GMT

Hey nkr_a,

I wanted to check in and see if you were able to get in contact with our team for support? Please let me know, as I would be happy to assist.

Best regards,
Jake

Re: Disconnect device

Jake — Fri, 25 Mar 2022 17:21:59 GMT

Hey nkr_a,

Let me know if you have any trouble getting in contact with our Team from here. I want to ensure you are being helped, and the issue is being resolved.

Best regards,

Jake

Re: Disconnect device

Jake — Tue, 12 Apr 2022 18:09:52 GMT

Hey nkr_a,

Please let me know if you have any questions from here, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

Re: Disconnect device

Jake — Wed, 13 Apr 2022 19:24:05 GMT

Hey nkr_a,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post.

Best regards,
Jake