All WiFi points frequently dropping offline

[NickE]

Hi All,

I have a Nest WiFi router and four access points (mix of old and nest) across my home and all has been working fine since the day I got them.

However, recently the performance has degraded massively. I'll lose connection and when I check my phone all the WiFi points are offline. After a few minutes we're back to normal but this is happening with increasing frequency.

Can anyone help? As it's a recent thing I'm guessing it may be firmware related. Nothing has changed in my home and my wired server works ok so not provider related.

Thanks.

[Saketh]

I have been having the same problems since last year. Multiple times daily the nest wifi drops. It is already May but the issue is persisting. What do you suggest we do? Thanks 

[Heyyitsjay]

Buy orbi mesh system. Works great!!!

[Foobar242]

I still have the exact same problems. 

[Heyyitsjay]

That’s probably because there was no update. Just delaying it in hopes that we forget. 

[Heyyitsjay]

This was my solution. Bought the orbi mesh system from Costco and have loved it! Google mesh is garbage now. 

[weasilman]

Thank you keenumm. I will dust off my mesh and try it again at the end of April. Hopefully it works, It burns my butt that a company like Google could go 6 months with the resources they have, with this problem just hanging out there. Part of the reason I spent $350 on a mesh from them is because it feels safer than choosing a no-name company. But it turns out the reverse was true. Google must not make any (or enough) money from this hardware, because they don't give a crap that it didn't work for 6 months of it's about two year useful life cycle.

[smino69]

Exactly!

[keenumm]

I am giving it till end of month as well to update, if it does not I am ordering Netgear Orbi system that has been sitting in my Amazon cart for month.  

[Heyyitsjay]

How do they roll out the update? Is it just OTA or are we to manually update? Been reading the responses and I’m also a frustrated user waiting to jump on to the orbi system too. 

[NickE]

Mine updated lady week OTA. I only noticed after a liner than usual outage of my home network. Since then, to be fair, connectivity has been pretty solid and points that were previously showing a weak connection are now showing good/great.

[Heyyitsjay]

how did you know if you received the update? Do they email you mentioning the update?

[NickE]

I manually checked the version number on the nodes after it had been down for longer than usual last Saturday.

[Heyyitsjay]

how does one do that?

sorry, im not that much of a techie

[smino69]

Yes, I'm sick of it. It is not a cheap system. I'll throw it in the garbage if I don't hear anything from Google soon.

[weasilman]

I had the system unplugged for 2 months, and I turned it back on when I saw on this thread that there might be progress. Connectivity has been very reliable since reconnecting the mesh. I have not done any exhaustive testing, but I am not seeing the kind of catatonic states that I saw before I unplugged everything around February. I'm going to consider this fixed!

[keenumm]

All 4 of my new pucks on new firmware.  Thought was fixed till last couple of days, devices dropping and lost all connectivity last night.  I had to reboot all to get back online.  Going with another vendor

[weasilman]

My wife is reporting that her cell phone is now dropping calls again, since I brought the mesh back online. We did not have that problem on the ISPs Wi-Fi network. The Google nest seemed to be working well for video streaming, but I have more troubleshooting to do before I can declare it fixed. 

[Heyyitsjay]

I’m debating if I should go a factory reset and just start over

[Saketh]

It is May now and the issue is still persisting. Any suggestions on how to manage this besides tossing the wifi router and wifi points and switching to a competitor like Eero? TIA

[Heyyitsjay]

I've officially moved on from this garbage. I got NETGEAR - Orbi AX5400 WiFi 6 Mesh System and am so pleased with it. Constant connection unlike this garbage google wifi. @Jeff you should be ashamed of yourself for leading on so many users with nothing to tell them but give them false hope. I wish there was a way to get my money back on my pucks as they werent cheap. 

[RPMJRM]

Same problem here. What is the cause and solution? Thanks. 

[Heyyitsjay]

Move on. Throw google products in the trash and get Orbi. Haven’t had an in issue yet. 

[jkouns]

How can this continue to be an issue? Unacceptable that a known issue hasn't been resolved yet.

[EdwardT]

Hi folks,

Thanks for reaching out. I'm sorry to hear that you're still experiencing this issue. Could you tell us more about what's happening? Is this happening to all of your devices?

Looking forward to your response.

Thanks,

Edward

[jkouns]

Mesh points are constantly dropping to "weak connection" or completely go "offline".  Looking at mine right now, two are "weak" and one is "great connection".  

Hard restarting (unplugging) almost daily is the one way to recover.  This is really unusable right now.

[EdwardT]

Hi folks,

Thanks for the response. How far are the Wifi points from each other? Also, if you haven't yet, please check this link to learn more about placing your Google Wifi points. 

Thanks,

Edward

[jkouns]

The placement isn't the issue.  The mwah points used to be all green and solid..... Then some software bug (which is clearly known) has made the product a complete trainwreck. Without an engineering update, it seems this product is unusable.

[Heyyitsjay]

Like you really care. You will just say you will look for a solution and then never have one. Or you’ll say there is a fix in the works but there isn’t. 

[Heyyitsjay]

They don’t care to fix any issues. They’ll just have empty promises about having a fix soon. Just move onto another product. Google Wifi is an absolute joke. 

[jkouns]

Another thread with same stuff and getting worse for others.  Unreal.I 've got all my mesh points in the same room for testing and still seeing weak connections or go offline.

https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-wifi-randomly-going-offline/td-p/8199

[EdwardT]

Hi jkouns,

Thanks for the response. There are a lot of factors why this would happen and we would need to isolate what's causing it. Are there any devices near your points that could cause interference? What troubleshooting steps have you done so far?

Thanks,
Edwrd

[jkouns]

The devices used to work great when first purchased. Suddenly last year the issues started and now things are the worst they have ever been.  The Nest Wifi product is unreliable.  I have mesh points in the same room and they are having issues (showing weak connection, and then just go offline for now reason).  This is a clear software issue based on what I've seen and all of the other reports.  This is not something that needs troubleshooting on my side. 

Here is the setup: 

1 - Nest Wifi router

3 - Nest Wifi points

No guest network setup

Using Family Wifi Schedules

~50 Devices on the network

[Heyyitsjay]

Haha they’re not gonna do anything to fix it. Move on. 

[jkouns]

I know you are right.... it is just so hard to bring myself to do it given the investment and how absurd it is they won't actually fix it.

[Heyyitsjay]

Ya it sucks considering they are a tech company. They also realize their google wifi isn’t a profitable item therefore aren’t providing many updates and enhancements to it. I have friends in software development at google who can confirm this. 

[Jhonleanmel]

Hey there,

Chiming in to ensure everything is good and sorry for the delay in response — let's see what's going on. 

@Heyyitsjay, thanks for the added details and I'm sorry for the inconvenience this has caused you.

@jkouns, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

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

[Jhonleanmel]

Hey folks,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

[jkouns]

Nothing is fixed.

[Heyyitsjay]

Hahaha surprised?

[Jeff]

Hey everyone,

I wanted to jump in real fast and let you know about the new firmware update rolling out now. I don't have the release notes yet, but there are a variety of improvements targeted in this release. You don't need to do anything to get the update, it will download and install on its own. If you have any questions about the firmware update, please let me know.

Thanks,

Jeff