ALL google devices dropping wifi connection multiple times per day

[RyGuy82]

Although I am posting this under the doorbell (which is the most impactful part of my issue), this affects ONLY my google devices.

Multiple times per day, and increasing in frequency over the last 6 months or so, my devices lose connection. I have the battery doorbell, a Nest Hub, 5 home minis, 2 outdoor cams (wired) a thermostat and 2 protects. This problem is most persistent on the doorbell, the outdoor cams, and the Nest hub.

I run a Unify USG as my router / firewall, with 3 unifi APs in the house. I have a seperate 2.4ghz IOT network which all these devices are connected to. multicast is on, and the DNS for the network is 8.8.8.8 / 8.8.4.4.

This is becoming incredibly frustrating. I have zero issues with any other wi-fi connected device in the house. Looking for help to tweak settings such that they play nice again. Thank you

[MplsCustomer]

@RyGuy82 

Judging from other posts in this forum, it seems that some Wi-Fi configurations or setups do not play well with Google Nest devices.

The customer on this post changed a couple of settings to resolve dropped connections:

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Nest-Products-keep-dropping-WiFi-Connec...

And there is this troubleshooting topic:

https://support.google.com/googlenest/answer/9239727

[RyGuy82]

I had already reviewed that thread, and did not find it helpful. I am not opposed to creating a new wifi network just for my google devices which has both 2.4 and 5ghz, if that is the solution. But I am not going to give up my IOT separation and bring them on the main network. I’d also like some true troubleshooting ideas from google on network settings, or how to see exactly what is happening in the background. The random trial and error stuff I don’t find effective. I’d like to get to root cause

[MplsCustomer]

@RyGuy82 

As just another Google Nest customer, I wish I knew what else to suggest. Our Google Nest devices (old and new cameras and doorbells, Nest Hubs and a Nest Mini) very rarely lose their Wi-Fi connection, our ISP is Comcast (with an Xfinity router and Linksys routers as wired access points), we use Comcast's DNS servers, I haven't found a multicast setting on our router, we use the same SSID for both 2.4 GHz and 5 GHz, and we mostly use Comcast's default settings. We don't have any IoT devices except for our Google Nest devices, and do not have a separate IoT network.

These are the Google Nest Help topics I've found on Wi-Fi issues. I haven't had to dig around in them, but judging from recent posts, it seems Google Nest may need to provide more sophisticated information on Wi-Fi issues:

Troubleshoot offline Nest camera or doorbell:
https://support.google.com/googlenest/answer/9239727

Recommended Wi-Fi network and router settings:
https://support.google.com/googlenest/answer/9240155

Troubleshoot Wi-Fi and connection issues for Nest products:
https://support.google.com/googlenest/answer/9239960

[AveryReid]

This is how my issue started. They had me remove the doorbell from my Google home app as part of the troubleshooting and I haven’t been able to link it back to my account since. Meaning I have now been without a doorbell for a month and a half. The doorbell used to work fine and nothing has changed with my wifi or any conditions in my home. The wifi started dropping the day I installed an update to the Google home app, yet they refuse to investigate that they introduced a software bug and instead have had me repeat the same troubleshooting steps about a hundred times. Good luck. 

[Juni]

HI folks,

Appreciate the help here, MplsCustomer.

RyGuy82, Thanks for reaching out, have you checked the links MplsCustomer provided? Give it a try, and let us know how it goes.

AveryReid, Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Regards,

Juni

[Juni]

Hi AveryReid,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Thanks,

Juni

[AveryReid]

Hi, I am still having issues. Over 2 months now with NO doorbell. Support had me fill in a form and said an engineer would be taking over and I have heard NOTHING since. That was several weeks ago. I'm so exhausted wasting my energy on a doorbell that should work... It did work... I'll fill this form out too but I sincerely hope someone actually starts taking this seriously and replying to me... It is very clearly a software issue.

[Juni]

Hi folks,

AveryReid,  we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

RyGuy82, I want to check if you have additional questions and concerns about your device. Let us know by updating this thread, and we're glad to assist you further.

Best,

Juni

[RyGuy82]

Update on my situation. I created a new IOT wifi SSID on my UniFi system that has both 2.4 and 5GHz bands available, but otherwise the same  settings as my main 2.4GHz IOT network. This seems to have solved the problem. Apparently google devices do not like the 2.4GHz band…

[Juni]

Hi RyGuy82,

I’m glad it’s resolved now. I’ll keep this thread open for one more day. If you need further help, let me know.

Regards,

Juni