AC2000 satellite loses connection to router.

[BobfromCO]

I've got a two-unit Nest AC2200 (model # GA00822). I think it's most recent version of this device...it is has the rounded/curved edges and looks less like a hockey puck.

The two network is fed by a Cox cable leased modem, with 1 gigabit service. The modem (set to bridge mode, so it's not sending it's own wifi signal) and Nest router are downstairs in an 800sqft, 2 story condo. The satellite is upstairs, about 30' away (or less) as the crow flies. When I check the mesh network connection, it always tests out as "great".

The issue is that the satellite upstairs often loses connection with the router downstairs.

The satellite will still be broadcasting, but when I connect to it, I get a "no internet" message. If I power down the satellite, and connect to the router, I have an internet connection. Powering the satellite back up fixes the "no internet" issue, until it happens again, which can be hours, days or weeks later. It's pretty annoying that this is so unreliable. Any ideas on how to fix this? Thanks.

[Juzdu]

It sounds like it could be a hardware fault for me, if the mesh test is showing a great connection and you can connect to the router with a good signal from upstairs.  When it says "no internet" on the satellite, have you run a mesh test then to see if it's still reporting a good connection?

It's probably worth contacting Nest support so they can determine if it's faulty or not.  They'll likely get you to factory reset the satellite and set it up all over again to see if that fixes it, so if you haven't done that already perhaps give that a try.  If it still fails, contact support: https://support.google.com/googlenest/gethelp

[BobfromCO]

I'll have to check next time this problem occurs, and no idea when that will be, but my recollection is that when the "no Internet" message pops up, the mesh test fails, indicating it's lost contact with the router. Otherwise the mesh test is "great connection".

[Juzdu]

There is a long running thread about ongoing issues with wifi points randomly dropping out, for which there currently doesn't seem to be a fix.  Given you appear to be having an ongoing issue i'd suggest contacting support, especially if your devices are still currently under warranty.

https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-nest-Wi-Fi-keeps-disconnecting-and-reconnect...

[BobfromCO]

Thanks! When I posted the topic, nothing related came up. I'll look at the link you sent. As a side note, I've got an Netgear Orbi mesh at home, and it's rock solid. Also a whole lot more $$$.

[BobfromCO]

....and the problems in that thread are not quite what I'm experiencing... 

[Jeff]

Hi, BobfromCO.

Sorry about the connection issues you're experiencing. It's frustrating to have network interruptions like that, I'm sure. It looks like you've been checking into fixes and troubleshooting a bit already, so thanks for letting us know what you've tried. Just as a heads up, there is a new firmware version that is starting to roll out to customers now and it will be to all users before the end of April. That might bring some stability to your situation.

If you get that update and things remain the same, we should take a closer look at your hardware situation. Let's see how that progresses once the update hits.

Thanks.

[Jeff]

Hey, BobfromCO.
Just to give you some more info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

[Jeff]

Hi, BobfromCO.

I know we have been waiting on that update, but it's been a while since we've checked in. I wanted to see if you got that firmware release and to see if it improved anything on your end. If you're still waiting for the firmware, it should arrive real soon. Let me know if you have seen any changes on your network.

Thanks.

[Jeff]

Hey, everyone.
It looks like we've slowed down here. We'll be closing up the thread unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.
Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks