11-16-2021 05:13 AM
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.
11-16-2021 10:10 AM
Hi
Same problem here, any ideas ?
Thanks
11-17-2021 03:55 AM
I also have the same problem.
However I have to power cycle the router and 2 points every day or 2 to get it back up and running.
During the crash, my router still allows you to connect to it, but theres no network activity, no internet etc. Definitely not related to my internet connection because everything connected to the modem by ethernet still works.
Would like a way to stop this from happening.
11-17-2021 12:17 PM
Hey, everyone.
We're discussing this internally and testing situations and different factors. This is a known issue that we're hoping to find a fix for quickly. I have a series of questions and things to check with your intermittent connections. I realize some of this has been answered or checked, but as we're gathering very specific info right now, it would really help us move things along. Thanks so much for your input.
Network Connectivity Questions:
WiFi Setup Questions:
If you have any of that information available, please let me know. If you need help figuring any of that out, just ask and I can help there too. I'll be updating the thread as we know more.
Thanks.
11-19-2021 08:28 AM
Hi Jeff,
Thanks for the response. Answers below in Bold.
In this config - Almost a year - bought the new Nest WiFi kit late Nov 2020
I get kicked out of Zoom calls while trying to work!
No audible errors - I have one right next to my desk so would've heard for sure.
WiFi Setup Questions:
Single ISP router -> Google Nest router - > four Google access points
All points affected including the Google Nest router.
No changes at all, not even any new clients connected.
Router brand Unsure here - it's a Virgin Media ISP router. WiFi has been disabled and it's in 'router mode' Google Home is taking care of the SSID settings
WPA2
ISP Router Software version: 9.1.1912.304 - Google Nest router version - 13729.57.27
Mesh network. The router and two access points are newer, Nest versions and the remaining two are older, Google WiFi versions bought in 2017.
Hope that helps, please let me know if you need more info
11-19-2021 11:36 AM
Thanks for providing that, NickE. Super helpful.
11-23-2021 03:50 PM
Thanks, pugdug. I'll make sure your info is passed along as well!
12-02-2021 02:07 PM
Thanks, weasilman. Much appreciated.
12-03-2021 10:01 AM
Thanks for the update, weasilman. Obviously the speed fluctuation isn't ideal, but at least we're seeing some overall improvement. Thanks for letting us know the changes you've seen.
12-07-2021 12:10 PM
Hey, keenumm.
Before you added the new points, were you having any network issues with only the old points?
11-21-2021 10:35 PM
I would like to provide my info too because we are very eager for a solution:
Network Connectivity Questions:
WiFi Setup Questions:
01-01-2022 05:30 PM
Network Connectivity Questions:
WiFi Setup Questions:
01-08-2022 12:06 AM
Still having problems with this daily. I have now bought a timer that switches the Google nest off at 5am each day for 15 minutes to power cycle the device. It has helped stability a little bit, however there are still random periods throughout the day where another restart may be necessary. All 3 google points seem to get very hot.
Sharing the info requested below to hopefully help the investigation....
Network Connectivity Questions:
WiFi Setup Questions:
03-29-2022 03:07 PM
Network Connectivity Questions:
1. difficult to tell, however, it is cyclical
2. Devices only connect if you are in the same room where the main mesh pod is located.
3. No audible errors
WiFi Setup Questions:
1. single router
2. Affected wi fi point number one is 20 ft. from main point same floor, 2nd wi fi point is 25 ft. 1 floor below, open stairs in between.
3. Did not change the setup recently. It was working before
4. Router brand: Netgear Cable Modem CM 500
Router security: unknown
Roter SW version: unknown
Network config.: Mesh network
12-02-2021 09:49 AM
We have precisely this problem. For the time being, we have unhooked the Google Mesh, and are relying just on our ISP wifi, but that leaves some dead spots in our house.
I would love to know when this is resolved.
Network Connectivity Questions:
WiFi Setup Questions:
12-03-2021 06:53 AM
Factory reset of all components has resolved some of my problems. It can now at least connect again. I still get some occasional slow performance, but at least it works again!
01-19-2022 05:56 AM
This turns out to not have fixed anything. The same problems have returned. My wife curses me out daily because her phone/laptop keep connecting to the Google net and won't connect. Mine too, but I don't curse myself out, I curse Google out.
I have officially unplugged all the waypoints until there is promise of a fix. We can't use wifi in the far corners of the house, but at least it works everywhere else. $400 door stops. 😕
12-06-2021 05:41 AM
Same issue here. I removed all old Gen 1 pucks and wiped networks in house. I have 4 new ac2200 pucks throughout house and last few months have had nothing but connectivity issues. Devices will just loose connection to wireless network. Was this a firmware update or what? Ready to go to another brand as wife works from home still and is constantly having issues. Quick fix is to have her flip over to guest network, but then it breaks as well. Rinse, repeat
01-01-2022 05:33 PM
I also work from home and this is costing me a lot of $$. Also considering a different wifi setup at home
02-28-2022 09:18 AM
Did you choose a new set up? Is the new one wiring? If the answers are yes, please share. Thanks!
12-13-2021 03:00 AM
@Jeff Are you guys any closer to understanding this one? Just been kicked off an important call when all my access points went offline.
12-13-2021 02:11 PM
Hi, NickE.
I don't have update yet. It is being looked that, I know that for sure, but I don't have any news on a fix being rolled out. I'll update when I know more.
Thanks.
01-06-2022 02:54 PM
Hey, dsoelberg.
For that, you would need to contact customer support and find out what you're eligible for. I don't have access to that info, but they can look into your individual situation and find out your options are. You can reach support here: https://bit.ly/3o1aRK5
Thanks.
01-11-2022 03:31 PM
Thanks for the info Silvestrae.
I'll pass that along to our teams. We're still looking into this. I know it's been hard to wait. Thanks for hanging in there, everyone.
01-14-2022 07:12 PM
This is a very annoying problem that makes it difficult to work from home. Your responses are much less than satisfactory and if you don't provide solutions soon I will be canceling my service and switching to ATT fiber.
01-16-2022 05:29 PM
Nothing to do with your service provider. Google updated their wifi firmware couple months back and broke them. They just want flay out say it or fix. Just keep powering off random pucks and powring back on. Keeps mine going, till I decide to throw away $400 worth of their hardware to buy something that works, since they do not care and Jeff their only tech keeps saying same thing over and over
02-04-2022 09:57 AM
Hey Jeff, any sign of a resolution on this? Between my teams calls dropping every day and Netflix being interrupted in the evenings I'm starting to lose patience.
02-25-2022 11:29 AM
Hi, all.
I'm sorry this has been so frustrating for you all. I can only imagine the frustration of trying to enjoy a show or work through the interruptions. I'm still waiting for more information myself, but I am checking the thread daily to see if there are any updates from your end as well.
Thanks.
02-25-2022 04:57 PM
Really Jeff, this has gone on since what last October. How does a company like yours not have someone to fix this, I mean they are the ones that broke with firmware code. I am probably going with another vendor now and hope I can find a poor sucker to buy your junk off me. You have yet to give me any kind of answer, it is always waiting on updates. If you can not give us more than that by now you should find another job as well.
02-25-2022 06:40 PM
I finally decided enough was enough, I returned my google WiFi and 2 extra points back to the retailer for a full refund 8 months after purchase.
The store manager wanted to know what was going on and I directed him to this thread.
He has now directed all staff to caution customers on purchasing the Google WiFi system until he can see the firmware problems have been resolved.
I ended up getting a netgear orbi system and oh my goodness, after 4 months of trouble with my Google system I forgot how great it is to have a full speed and reliable system for more than a few hours straight.
If you can, go and change. It is so worth it.
05-29-2022 02:12 AM
Any news? My network is so unstable I’ve been forced to run cables around my house. It feels really annoying considering I spent $1200 on the hardware and so many hours trying to get it working after Christmas.
03-25-2022 12:45 PM
It's now 25MAR2022. Greater than 2 months beyond your commitment to "pass that along to our teams".
Many of us regularly continue experiencing this unpredictable, yet obvious loss of Mesh connectivity, multiple times per day. This loss of Google Nest Connectivity anomaly is, in fact, functionally serious. It needs to be escalated, soonest, for confident technical resolution.
The issue does not originate from my Huawei GPON. All other connections, including wireless, consistently function reliably. No functional degradation change in years. The source of issue is the Google Nest configuration. It is, simply, unreliable. Fix & vet it.
This is a Google Nest reliability failure. aka Engineering dysfunction.
In my case, my 2022 Google Nest AC-2200 primary Router is Meshed with both Google AC-2200 points and Google AC-1200 Router/Points.
This issue is worthy of common sense, courtesy, technical progress updates; for the very many inconvenienced Revenue Paying Customers.
Thanks very much. Enjoy your day.
Bob Findler
01-01-2022 05:36 PM
Potential for a refund? I need some consistency, last post on here before mine was 3 weeks ago. I need a wifi system that works consistently.
02-22-2022 02:17 AM
We have the same problem... Disconnects every 2 or 3 minutes for hours...
05-29-2022 07:49 AM
I bought the orbi mesh system and have had consistent coverage. Google will not help with anything.
03-02-2022 02:51 PM
Well I guess I am not alone.....I thought I just got a bad set up from Amazon
04-10-2022 07:17 PM
It appears the only resolution to this is to buy somebody else's mesh. Google is not going to fix this. It's been 5 months, and they have done nothing. I've been waiting, checking this occasionally, but I've run out of patience.
04-11-2022 06:33 AM
I received email from "Jeff" that they had gotten a new firmware update for this and that it would be slowly rolling out. Not sure why they are not just allowing all of us to download. As of yet I have not and still losing connectivity on devices.
04-11-2022 07:07 AM
That sounds like BS to me - why would they just mail you and not announce it to the many, many frustrated users. (Not saying you're lying by the way, but I don't trust that they're even looking at this issue).
I think it's about time to start spreading the word on gadget sites etc. I've had to go buy a 10metre cable to run across my living room to my desk every day like it's 2003.
04-11-2022 07:17 AM
Hi keenumm,
Jeff (Community Specialist) posted a new reply in Nest Wifi on 03-30-2022 02:23 PM:
Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.