All 2.4 Ghz devices ejected from Nest Pro and unable to reconnect

[Chris404]

I've owned the Google nest wifi Pro since Nov 2023, while I was initially impressed I'm now regretting my choice to buy this product. In Dec some devices disconnected (approximately half of the 20 devices on the network) from the router and I needed to  use the option to 'restart entire network', I thought this was strange at the time but thought nothing of it. Then it happened again, soon it was happening weekly and now its happening daily!

I've contact support who were utterly useless and had me making sure IPv6 was turned off (it was), setting DNS to googles IP address (made no difference), "checking my internet connection" they really tried to blame my ISP, "move the devices closer to the router" was another incredible suggestion! After an hour of getting no where I gave up and restarted my entire network again.

I've been tracking this problem and noticed that all the devices that fall off the network are on 2.4Ghz network and everything that remains connected is on 5Ghz network. I'm not the only one suffering this problem, see these two other posts https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-Wifi-Pro-dropping-all-2-4-ghz-connections/m-p/... by @William365  and https://www.googlenestcommunity.com/t5/Nest-Wifi/All-2-4-Ghz-devices-ejected-from-Nest-Pro-and-unabl... by @txco

How do I get a replacement for what is clearly a faulty unit, or is this a software bug that can be fixed? I've tried all the troubleshooting options available to me and tried a factory reset, made no difference. 

[agustinsivoplas]

I come here to post the same issue. I have exactly the same problem. I bought in July 2023 until January 2024 worked fine. All 2.4 Ghz worked perfect. Suddenly devices started to lost connection. Security cameras, TVs, etc but only 2.4 Ghz devices. Ethernet and 5Ghz devices works perfect, the unique solution is restart the network every day. I am very disappointed. I live in Uruguay so I cannot get a refund or replacement. I paid  USD 300+ for the devices and I only get headaches. I joined to beta updates praying to a software fix. I enabled/disabled IPv6, same with 160 Mhz channel, UPnP, etc. Nothing worked.

Devices that lost connection 

After restart and wait 5 minutes all devices are online again.

Devices with connection again 

[Chris404]

Thank you @agustinsivoplas, unfortunately I'm sure there are many people suffering with this issue, I hope they fix it soon 

[Willjstewart]

I reported the same issue earlier this week and they are sending me a new unit but I don’t have confidence. This will fix the issue. All three of my WebCams, and one of my TVs, which is on Wi-Fi will just go off-line until I reboot through the Home app   

[Chris404]

Thank you @Willjstewart, I hope it does fix things for you and please keep us posted if it does work, I might try contacting support again to see if they'll send me a replacement, seems this is a common problem.

[agustinsivoplas]

I have talked with support they suggested me create a guest network and connect 2.4 GHz devices into that network. For TVs is easy to switch a new network but for security cameras I have to climb my roof to reset it. The worst part is they don't guarantee that the solution will work.

[Willjstewart]

I’m calling this a bug or other hardware related issue with these nest pro units. I used a ubiquity AC pro for probably at least five years and then I switched in the fall to an Eero 6+.  All of my various devices like the cameras, the TVs, the printer laptops phones all worked just fine on those two access points. But for an entire set of devices to fall off-line and unable to connect (the TV kept asking for the wireless password for the same network ) so having to restart the router is unacceptable in 2024.  At least with the ubiquity and Eero access points there were always change logs so you could always see discreetly what bugs were being fixed or reported.  Obviously this being a product that Google gives directly to users to use at home they try to hide as many unnecessary settings and features as necessary like there is no control whatsoever over the Wi-Fi frequencies or power levels, etc..  

[Dan_A]

Hello everyone ,

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet service provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem? Lastly, are the affected devices only applicable on 2.4 GHz, or can they work on both 2.4 GHz and 5 GHz?

In the meantime, you can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can 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:
   1. Open the Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 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. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[Willjstewart]

Hello, I have done all of these things that you suggested above and my only solution to my devices dropping 2.4 GHz connection was to switch to a different router, namely the Eero 6 Pro. You should take these nest Wi-Fi Pro routers off the market until you can guarantee stable Wi-Fi on something as old as 2.4 GHz.  I have used Mikrotik, and ubiquity and the eero and I’ve just never seeing issues like I experienced with this nest pro from Google.  So disappointed since this router obviously was free with my Google Fiber plan, but now I had to spend $100 for a working router That is reliable when I am away from home when I need my WebCams to work   

[KE9]

I've the exact same problem. These devices worked fine till a month ago. Its frustrating that I can't return them now as well. A 2.4 GHz client which is literally a foot away from the router is losing connection. Much cheaper wifi routers worked much more reliably for me.

Update: I gave up and went and purchased a cheap TP Link router (WA801N). Configured it in AP Mode with same credentials. 2.4 GHz clients when dropped by Nest Pros and connecting to TP Link one. And, other clients (like laptops and phones) favor the .11 ax and seem to stay connected to Nest Pro. This is a band aid that seems to work for me. And, the same might not work for others larger homes and need a reliable mesh on 2.4GHz.  I wish I didn't purchase Nest Pro and went with other alternatives instead.