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Nest WiFi Randomly Losing Connection

AllQuestions
Community Member

I have Nest WiFi with 2 WiFi points and the points keep dropping service randomly for just a few minutes at a time. There’s no change in the ISP connection at these times. Have tried resetting WiFi through the home app, checking mesh connectivity (all green), and changing DSN to Google Public. WiFi password has no spaces or special characters (one thread suggested that could be the culprit). The lapse in internet is brief but long enough to result in frustration. 

14 REPLIES 14

cattboy
Community Member

Hi,

I'm having the same issue with WiFi connectivity drops every 15-30 minutes for 5-30 seconds, across multiple devices (tablets/PCs/etc).

Issue started ~5 months ago.  Another thread here discussing a firmware patch to fix it with ver. 14150.43.80

  • My router firmware ver. 14150.43.81
  • My points software ver. 1.54.294928

@Jeff Tagging you as you're very active in that previous thread, hoping for some insight.

 

The original post I mentioned above

 https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-Nest-Wifi-repeatedly-drops-out-amp-I-mean-al...

 

Regards,

long-term-google-user

cattboy

Jhonleanmel
Community Specialist
Community Specialist

Hi folks,

 

@cattboy, thanks for the details.

@AllQuestions, sorry for the delay ― let's see what's going on.

 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices?

 

Give these steps a try:

 

  1. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  2. Remove any special characters in your network name and password.
  3. Set a custom DNS at 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  4. Unplug the power from your Google Wifi devices for 2 minutes.
  5. If the issue persists, try factory resetting your network.

Let us know how it goes.

 

Best,

Mel

I went though your steps 1-5, issue persists

I'm also an Aussie Broadband customer (my isp) My ISPs coaxial connection's plugged into a HFC modem, that's plugged directly into the Mesh Router v2 using the meshes provided CAT cable.

HFC modem brand/model

Arris/CM8200B P2

 

*Note. I have a computer plugged into the spare port on the Nest Router and have 0 connection issues on that wired connection.

* Note#2 Step #3, my ISP provides IPv6, so i also setup that field with googles DNS

Let me know what else you need and I'm happy to

Thank you

Hi cattboy,

 

Thanks for getting back to us and for the effort of doing the troubleshooting steps.

 

Could you try to disable IPv6?

 

Let us know how it goes.

 

Thanks,

Mel

Jake
Community Specialist
Community Specialist

Hey cattboy,


I wanted to check in and see if you managed to see Mel's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey cattboy,


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 in 24 hours due to inactivity.

Best regards,
Jake

cattboy
Community Member

Hey  @Jake 

Sorry for the delay.  Was trying different combinations in attempts to resolve the issue using guidance found here and researching on the web.

I think, the combination of manually applying googles DNS & Disabling IPv6 has reduced the drop outs.  But I've only had 1 day to test 

If its ok with you, I'd like to experiment further.  I'll be re-enabling auto-assign DNS (with ipv6 disabled) and also try a different DNS (I think this might break my assistant, I recall trying this in the past, but maybe it was exclusively DNS on my mobile and not home WiFi)

Cheers 

cattboy

Jhonleanmel
Community Specialist
Community Specialist

Hi cattboy,

 

Thanks for the update and sorry for the delay.

 

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

 

Thanks,
Mel

Hello Jhonleanmel,

 

Can you tell me what is the latest firmware version for the nest router, points & home app?

  • My Nest Wifi router software ver. 14150.43.81
  • My Nest points software ver. 1.54.294928
  • My HOME APP Version is 2.57.38.3

Thank you

Jhonleanmel
Community Specialist
Community Specialist

Hi cattboy,

 

Thanks for getting back to us. The firmware versions of the current update are listed below:

 

  • Google Wifi: 14150.376.32
  • Nest Wifi router: 14150.376.32
  • Google Wifi (2nd gen): 14150.376.32
  • Nest Wifi point: 1.56.315675

Best,

Mel

Thank you for the details.  How may I force-update my firmware ?

Jhonleanmel
Community Specialist
Community Specialist

Hi cattboy,

 

There is no option in the Home app yet to force the update on the device. Wifi devices check into Cloud services every 45 minutes. If there's an update available, the device is prompted to download that update. 

 

You can also factory reset your network and setup again to force the update on your devices. You may still use the same network name and password during the setup process so your devices can reconnect back once finished.

 

Best,

Mel

Hi cattboy,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

Princesss
Community Specialist
Community Specialist

Hi there,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.
 

Best,

Princess