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All WiFi Points offline for 4 hours

MichaelSL
Community Member

I woke this morning to find that all my Nest wifi points were offline and have been for 4 hours (since approximately 3 or 4am PST). I've tried restarting the main Nest WiFi router, I've done speed tests that show it is getting 330/12 Mbps. I've naturally restarted each wifi point. They came up for 5-10 minutes then went back down. The router intermittently is going down every so often.

Was there some update? This is awful. I can't get the points to stay online. I have 4 points in addition to the router for a 2,000 sq. ft. Home which I would think should cover the house 5 times over.

14 REPLIES 14

olavrb
Platinum Product Expert
Platinum Product Expert

Do they actually go offline, or is it just the Google Home app saying they are offline? What does the LED light on the pucks say when they go offline?

https://support.google.com/googlenest/answer/6191584?hl=en


I don't work for Google.

MichaelSL
Community Member

Yes. They can be restarted individually but the mesh test says they're offline.  I got ahold of Google support and unplugging the router and plugging it back in seemed to fix it for all of 10 minutes.

When the issues came back I tried unplugging it for about 10 minutes until it felt cool to the touch. Plugged it back in and I've got two points on, two points off. Internet speed is abysmal. Directly connecting to my Modem shows speeds well above 300 Mbps on Google Internet speed test, speedtest.net, and fast.com - it's just the WiFi that's no longer working as before. The Google home app WiFi speed test that tests the Internet connection from the modem still shows speeds above 300 Mbps.

I used to be able to get at least 100 Mbps through WiFi on any device in my house. Right now I can't even reach 1 Mbps.

MichaelSL
Community Member

And actually, all points are offline again as of the test I just ran.

Essentially what I have is a single wifi router that can't reach more than 0.5 Mbps download speeds. The 4 mesh points are offline.

 

And the light on the Nest Router is solid white.

olavrb
Platinum Product Expert
Platinum Product Expert

 

Offline in the mesh test/ Google Home app does not neccessarily mean they are offline. What does the LED light on the units themselves show?

If you don't need "preferred activities", IPv6 or UPnP, I suggest you try to turn them off. I've run with these disabled for years, never had stability or speed issues.

Worst case, try to factory reset all pucks (delete network from Google Home app) and set them up from scratch.


I don't work for Google.

MichaelSL
Community Member

Well I replied here previously but my internet connection must not have completed the post.

Unfortunately none of those resolved it and none of the items I worked through with Google support that day worked, all of which resulted in a restart are some point. After the restart it works great for 10-20 minutes and then drops back to below 1 Mbps.  They said my case was escalated and should receive response within 24 hours but still no response.

I've resorted to seeing up my old Google WiFi and using that because I have to work even if it means my house is limited (can't run all my Google security gadgets and Google smart display/speakers).

I doubt I need to say much to express how frustrating this is.

Regardless, thanks for your time and suggestions here.

Jeff
Community Specialist
Community Specialist

Hey MichaelSL,

 

Are you still waiting on a response from support? Do you plan on working with them to continue troubleshooting the problem? If you would like, you can share your case ID here and I can look into things as well.


Thanks,
Jeff

MichaelSL
Community Member

Hi Jeff. I'm being helped on case ID 2-4175000033612. But it looks like it will have to resort to warranty which I'm thinking these are no longer covered under. Regardless, I've gone ahead and rounded up all the info they requested. Not sure what's to do if these aren't covered. My old Google WiFi system I'm using for now can't handle the 60+ Google smart displays, cams, speakers, and Kasa plugs.

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@Jeff and @olavrb, thanks for the help.

@MichaelSL, we appreciate you providing your case number. I suggest you continue your conversation there to avoid confusion.

 

Best,

Mel

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

 

Thanks,

Dan

MichaelSL
Community Member

Hi @Dan_A ,

It looks like my device isn't under warranty although I've experienced issues from the very beginning of when I had them and they only got worse over time. I guess I've learned my lesson. I have to report these things early and I also finally know how to get the support of the WiFi team, which may just be easier to access nowadays.  I'm really frustrated but I know you guys answer to the big company.

For now, I'm fine with my OG Google WiFi. Anyone have any suggestions for a different Mesh Wi-Fi system? I have about half my Google devices turned off since the OG is not strong enough for the number of devices I have. I was looking at the Eero.

 

-m

Jhonleanmel
Community Specialist
Community Specialist

Hi MichaelSL,

 

I'm sorry that this is not the result you're hoping for. We hope we can make it up to you in the future. Send us a message if you change your mind.

 

Best,

Mel

It's okay. I am fine so long as I don't have to go back to the Nest WiFi. My regret is not getting rid of it sooner: I paid way too much in both time (over the past two years) as well as money.  Amazon had a slick deal for an Eero 6+ and trade-ins of the defective Google products that brought the price way down. I'll be setting up the Eero 6+ when it arrives later today.  

Jeff
Community Specialist
Community Specialist

Hey MicahelSL,

 

I understand why you went with a different WiFi solution and I hope that works out well for you going forward. As you found a solution for the problem, I'll be marking the thread as resolved, but I appreciate your feedback on the products all the same. If you choose to give the Google or Nest WiFi lines another look down the road, we'll be happy to help out if needed.

 

Thanks,

Jeff