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.

[jkouns]

When you find out the release information that would be helpful.   I'm currently showing on the points:

System firmware version: 294928

[Jeff]

I'll definitely update with the info when it's released, jkouns. Thanks for hanging in there while we wait.

[Jhonleanmel]

Hey folks,

@Jeff, thanks for the helpful responses.

@jkouns, checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[jkouns]

No way should you lock this thread.

Nothing is fixed.

It's slowing down because of the depression caused by Google.

How about share the fixing version or the refund process?

[Heyyitsjay]

Haha they do this on every thread. They say a fix is coming and then close the thread so other people don’t complain. Move on already bro. 

[jkouns]

Not letting this go 😃

[Heyyitsjay]

I tried that too. The responses are just passive and unfortunately the return window went by without a resolution. I did a charge back on my card to get it back so F U google!

[Jhonleanmel]

Hi everyone,

We apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.
 

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 

Best,

Mel

[Princesss]

Hi folks,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.
 

Best,

Princess

[jkouns]

Should change your message to:

"Due to inaction from Google and not fixing the issue in over a year, I'll go ahead and lock this thread in 24 hours."

[jkouns]

Jeff--

What is the fixing version that you referenced?

[Jhonleanmel]

Hey folks,

@Princesss, thanks for the follow up.

@jkouns, I'm sorry you feel that way. The firmware update versions are listed below:

• Google Wifi: 14150.376.32
• Nest Wifi router: 14150.376.32
• Google Wifi (2nd gen): 14150.376.32
• Nest Wifi point: 1.56.315675

Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hey everyone,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 
Mel

[jkouns]

Solution.  Buy our new product we just launched!

https://www.engadget.com/google-nest-wifi-pro-faster-speeds-high-gloss-design-130035266.html

They don't fix or maintain current products!  Got it!  New product isn't even backwards compatible, how horrible is that...

Hopefully this thread is a clear warning and no one else gets tricked into buying Nest Wifi.

If you need more convincing, then check this thread on why Google launches but abandons:

https://twitter.com/petergyang/status/1576985038511448064

[Heyyitsjay]

of course! typical response with no solution. good job google!

[Heyyitsjay]

it will never be released. why dont you just admit that google isnt going to fix the software related to google wifi because there is no one to support this product anymore. 

[Jhonleanmel]

Hey folks,

@jkouns, Google Nest Wifi Pro takes advantage of the benefits of the 6 GHz radio band to deliver a new level of Wi-Fi performance. Nest Wifi Pro runs the mesh connectivity between Nest Wifi Pro nodes exclusively over the 6 GHz band. Older models like the Nest Wifi don’t have a 6 GHz radio, so it can’t mesh with Nest Wifi Pro.

@Heyyitsjay, 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.

Best,

Mel

[RPMJRM]

Is this new pro a tactic to charge us again instead of solving the offline problems in today’s design? 

[Jhonleanmel]

Hi RPMJRM,

Nest Wifi Pro takes advantage of the benefits of the 6 GHz radio band to deliver a new level of Wi-Fi performance. Nest Wifi Pro runs the mesh connectivity between Nest Wifi Pro nodes exclusively over the 6 GHz band. 

Have you tried the steps above? If so, how was it?

Thanks,

Mel

[RPMJRM]

Mel, please restate the steps you refer to. I looked all the way this long chain. Thanks 

[Jhonleanmel]

Hey RPMJRM,

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. 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.

Let us know how it goes.

Best,

Mel

[Jhonleanmel]

Hey RPMJRM,

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

[Jhonleanmel]

Hey RPMJRM,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel