14150.376.32 firmware - connection drop outs

[sulaimana]

It's frustrating whenever google releases updates to its mesh devices, it brings a lot of issues and it won't be fixed immediately. 14150.376.32 update was installed silently onto all my devices(nest wifi and google wifi routers). I observed connection drops very frequently, so decided to power cycle all the routers, it didnt resolve the issues. I have now done the factory reset of all devices and reinstalled the whole mesh unfortunately it has not resolved the issues. Connection dropouts, routers going offline on the android app, but white steady connection light on the routers. awful devices. I have invested quite a lot of money n time, but still no steady mesh set-up. F**** you google

[FigmentRules]

Exact same experience here. 

[Jhonleanmel · Accepted solution]

Hey folks,

Thanks for posting — 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. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. 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.
3. Remove any special characters in your network name and password.
4. Turn off IPv6.
5. 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.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[rosielarose]

I'm seeing the same issue.  Tried everything except a factory reset.  It seems the whole wifi network goes down, at least what's reported in Google Home.

[Jhonleanmel]

Hi rosielarose,

Thanks for the update and for doing the steps. I suggest you factory reset your network since the other steps did not resolve your issue.

Keep us posted.

Best,

Mel

[mzanette]

This does not work

[FK-70]

Factory reset does NOT WORK so dont waste your time. I wonder if Google is reading all these messages from frustrated users who trusted Google only to be screwed over by them. 

[mzanette]

Followed these steps exactly. Turned off IPv6, set custom DNS to google servers 8.8.8.8 and 8.8.4.4 still having dropouts. Factory reset network -- still the same issues. 

GOOGLE has to fix this with a new firmware update

[Jhonleanmel]

Hi there,

@Store934 and @mzanette, thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[mzanette]

Done. Form is filled out. Just as an FYI I've reset my nest WiFi to factory settings at least 3 times since Thursday.  Also created a brand new Home in Google home just for kicks and assigned the network there. Still an issue as of this morning 

[Jhonleanmel]

Hey there,

@mzanette, 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. 

To all, if you're still having issues after trying the suggested steps above, could you fill out this form with your email and Community username?

Best,

Mel

[dccrens]

I also sent in the the filled out form and have received no reply. So that doesn't work either. 

[ExoticJam]

Have you resolved it yet? It just started happening to us since January

[dccrens]

No. Not yet. Even factory resetting didn't fix it. Google will not even reply. Best I have been able to do is put a digital timer on the wall plug and reboot the router every night at 3am. This cuts down the amount it hangs during the day. 

[FK-70]

Can you please update if Google fixed your information after you provided them with the information on the form? My issue persists. I am so frustrated that i had to kick one out of my sight (literally).

[Store934]

Well, my issue came back so I submitted officially through the form.  Since we work from home, the solution seems to be that is time to replace Google Nest Wi-Fi.

[FK-70]

This started happening only after Google pushed an update remotely. And reading the content of the forum, they are in no mood to fix their **bleep**. In other words, they want us to spend money and buy another replacement from them. They need to revert the update (which i am sure they have tried and failed) or give us the money. 

[parked_it]

Way off the mark, bought from googly store same problem.

[parked_it]

DNS is about looking up a name and resolving, this is wifi just dropping off specifically google devices. Windows devices, Mac os, other web enabled devices fine just google devices. Even Android tv runs slow or drops off

[Hawox]

Hi,

Thanks for leading me on the path of solving my own issue, posted in https://www.googlenestcommunity.com/t5/Nest-Wifi/Our-Geneva-Decon-continuously-disconnects-from-the-... . Disabling IPv6 and setting DNS to 9.9.9.9 on primary and 8.8.8.8 on secondary has so far yielded the best results. Although I am still experiensing disconnects they are not as frequent as before. Do you have any date for an update that will address this issue?

I have also filled the support form a couple of days ago, but have not heard anything yet.

[FK-70]

Tried this as well bud..same **bleep**...disconnect or super slow speed. Google F**d up at our expense by pushing an update remotely. Why F**k with a good product by pushing an update? Oh wait...time for them to make money!

[aali]

is anything being done here?

[GV]

While I've tried all these things (to no avail), I'm only doing it to appease you. I've had my Nest WiFi mesh devices for upwards of 5 years and only in the last couple months have my connection issues "exploded" with no network changes. See here for the "common thread" to these issues: https://piunikaweb.com/2023/01/24/google-nest-wifi-keeps-disconnecting-on-m89-update-fix-incoming/.

It's time for someone on the Nest team to:

• Reproduce the issue inhouse (I suspect it would be pretty easy if you spread 2-4 of the points around a decently sized space with 5-20 devices connected).
• Give git bisect command a spin on your source repo.

You're not going to get a single reliable, simple to pinpoint case from your customers here (me included) because it happens sporadically throughout a day of "usage". Google/Nest needs to setup this environment ideally with some logging enabled on the the points (that customers obviously cannot due based on their "simple" interface) and the devices connected.

I can say, if this doesn't happen, I'm going to have to switch to another brand and no longer recommend the Nest WiFi mesh.

[aussiesingh]

I actually just replaced my mesh router and I've had zero problems with it since replacing. No other changes were made to the network. I'm quite bummed with the lack of support on this from Google

[dccrens]

What did you replace with? 

[aussiesingh]

Got a TP Link Deco AX3000

[SouthernLemon]

Great product for me so far as well!

COULDN’T pay me enough to go back to the Eero… in fact, reminded me to list it for sale

[JungyFrungus]

What did you go with? I'm fed up with my Google wifi

[dccrens]

@Jhonleanmel, This canned response does nothing. I have tried this and every other suggestion. I have...

[zhangxin511]

This option didn't work for me. A representative did the exactly same thing for me back on December, but the internet still not usable on January, 

[Hsrizvi]

This does absolutely nothing. I have 2 nest wifi routers and only one cuts out constantly after this update. The other one stays online without issue.

I had to remove the faulty nest wifi router and replace it with an older Google wifi puck I had lying around and it's been up without issue for a few weeks.

I think something in the software update is causing issues on some nest wifi devices. Not sure if it's hardware related or maybe something messed up during the update process, but either way these issues started after the software update.

[FK-70]

These settings DO NOT work, factory reset DOES NOT work. So DO NOT waste your time. Google needs to FIX this crap ASAP or they need to refund the money.  

[chriskwil]

Hi Everyone,

I solved this problem by replacing my Internet modem from my cable service provider.  Has now been stable for several months, since replacing the modem.  My speculation is that this issue is related to a compatibility problem with older Internet modems.  As Dilbert once said, "Your product complies with the standards, so it doesn't work and it's not your fault."  Best guess is that Google removed support for some older standard, or patched a flaw in the implementation that is not patched in older modems, but is fixed in newer ones.  But those are just guesses.

[FK-70]

Thanks for posting this. Mine is a gateway with dual band. The product is barely a year and half old. Before the update, my network was blazing fast. They screwed it for me. I would rather trash googles product than replace my modem. I know my modem is great. Currently I am connected to my gateway and the internet speed is prefect.

[dccrens]

Actually, no. I never had a modem. I had Verizon FIOS 1g/1g straight ethernet to the router. No modem. 

[gmlupatelli]

This does not work. There is a problem with the new firmware.

[vk15220]

I am experiencing same issue. Please post the permanent solution if anyone finds.

[Jhonleanmel]

Hi vk15220,

Have you had the chance to try the suggested steps provided above? if so, how was it?

Best, 
Mel

[rob772]

My permanent solution is to purchase a new (completely different manufacturers) router... Drop outs causing devices to go offline is unacceptable 

[SouthernLemon]

Go Tp link! Decco has been wonderful