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All WiFi points frequently dropping offline

NickE
Community Member

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.

104 REPLIES 104

Tom1988
Community Member

Hi 

Same problem here, any ideas ? 

Thanks 

Silvestrae
Community Member

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.

Jeff
Community Specialist
Community Specialist

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:

  1. How long did the WiFi network work properly before encountering connectivity issues?
  2. How did you discover that the network was having connectivity issues? 
  3. Did any of the WiFi points give audible errors, such as:
  • “I can't reach the internet right now. Check your modem or router connection and try again.
  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
  • Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?)
  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)
  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? 
  4. If you know any of this info, please provide it as well:
  • Router brand (make and model)
  • Router security, such as WEP, WPA, WPA2, etc
  • Router software version
  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

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.

NickE
Community Member

Hi Jeff,

 

Thanks for the response. Answers below in Bold.

  1. How long did the WiFi network work properly before encountering connectivity issues?

In this config - Almost a year - bought the new Nest WiFi kit late Nov 2020

  1. How did you discover that the network was having connectivity issues? 

I get kicked out of Zoom calls while trying to work!

  1. Did any of the WiFi points give audible errors, such as:
  • “I can't reach the internet right now. Check your modem or router connection and try again.
  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
  • Something else? (Please note the error message, or how the issue was discovered)

No audible errors - I have one right next to my desk so would've heard for sure.

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?)

Single ISP router -> Google Nest router - > four Google access points

  1. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers?

All points affected including the Google Nest router.

  1.  Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? 

No changes at all, not even any new clients connected.

  1. If you know any of this info, please provide it as well:

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

  • Router security, such as WEP, WPA, WPA2, etc

WPA2

  • Router software version

ISP Router Software version: 9.1.1912.304 - Google Nest router version - 13729.57.27

  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

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

Jeff
Community Specialist
Community Specialist

Thanks for providing that, NickE. Super helpful.

Jeff
Community Specialist
Community Specialist

Thanks, pugdug. I'll make sure your info is passed along as well!

Jeff
Community Specialist
Community Specialist

Thanks, weasilman. Much appreciated.

Jeff
Community Specialist
Community Specialist

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.

Jeff
Community Specialist
Community Specialist

Hey, keenumm.

Before you added the new points, were you having any network issues with only the old points?

pugdug
Community Member

I would like to provide my info too because we are very eager for a solution:

 

Network Connectivity Questions:

  1. How long did the WiFi network work properly before encountering connectivity issues? Installed March 2021, began having issues November 2021.
  2. How did you discover that the network was having connectivity issues? The internet stopped working entirely with one or both points. 
  3. Did any of the WiFi points give audible errors, Yes -- the two specific ones listed below.
  • “I can't reach the internet right now. Check your modem or router connection and try again.
  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
  • Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?) One AT&T gateway that is in IP passthrough mode, one Google router, two points.
  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) The router + points create an obtuse triangle. Each point is approximately 20-ish feet away from the router while the points are 25-ish feet away from one another. The walls are very thick (house was built in the 60's) and we cannot get a signal in the back of our 1500 sq ft house, hence, the necessity of a mesh system.
  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? Kind of. We switched internet providers at the beginning of October (from Cox gigablast to AT&T fiber).
  4. If you know any of this info, please provide it as well:
  • Router brand (make and model) Nokia BGW320-505
  • Router security, such as WEP, WPA, WPA2, etc WPA2
  • Router software version 2.14.4
  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Google Nest router plugged into the AT&T gateway via ethernet + two Google Nest points.

dsoelberg
Community Member

Network Connectivity Questions:

  1. How long did the WiFi network work properly before encountering connectivity issues?
    1. I can't be specific, but I've had it for a year and it has been giving me grief for 2 months!
  2. How did you discover that the network was having connectivity issues? 
    1. STalls in my internet/tv/phone experience
  3. Did any of the WiFi points give audible errors, such as:
  • “I can't reach the internet right now. Check your modem or router connection and try again.
    • frequently
  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
    • I don't think so.
  • Something else? (Please note the error message, or how the issue was discovered)
    • The irritating "buffering" circle or sudden stop of Netflix

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?)
    1. Default with one point on the mesh.
  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)
    1. Very few obstructions, small house, single level the router in the main room and the point in my bedroom with normally excellent connection
  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? 
    1. was considering switching to assigning devices myself, it seems quite the hassle
  4. If you know any of this info, please provide it as well:
  • Router brand (make and model)
    • SB6183 Motorola Arris Surfboard
  • Router security, such as WEP, WPA, WPA2, etc
    • WPA 3, WAN:DHCP, Static IP, PPPoE
    • IP6 disabled
    • Network mode NAT
  • Router software version
    • 13729.57.27
  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?
    • mesh (with one point) approximately ############ meters apart.

Silvestrae
Community Member

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:

  1. How long did the WiFi network work properly before encountering connectivity issues? Bought in June 2021, problems began within a couple of weeks.
  2. How did you discover that the network was having connectivity issues? When first asking google to do something I get the reply: "Something went wrong, try again in a few minutes" - by that point all connected wifi devices that dont have a cellular backup fail to access any internet resource.
  3. Did any of the WiFi points give audible errors. "Something went wrong, try again in a few minutes"

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?) Nest router plus 2 points (bought as a 3 pack)
  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) All 3 points are affected - all 3 are placed around the home in different rooms resembling a triangle shape. All points are within 10 meters/30 feet of each other. All points are on the same floor of a single story house with 1 to 2 walls between them.
  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? Nothing with the wifi set up was changed.
  4. If you know any of this info, please provide it as well:
  • Router brand (make and model) - Asus RT-AX55
  • Router security, such as WEP, WPA, WPA2, etc - WPA2
  • Router software version - Current Version : 3.0.0.4.386_42844-g63620cd
  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Asus RT-AX55 is used as the PPoE internet modem and also provides ethernet access to wired devices - Google Nest router is also wired into LAN port on Asus router. Wireless radios on Asus router are disabled and google nest is the only source of wifi made available.

smino69
Community Member

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

weasilman
Community Member

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:

  1. How long did the WiFi network work properly before encountering connectivity issues? Installed March 2020, began having issues October/November 2021.
  2. How did you discover that the network was having connectivity issues? We have two wireless networks, one from the ISP, the other the Google Mesh. More than 50% of the time, when a device is connected to the Mesh, no data flows. We switch our devices back to the ISP wireless net to get things working again. Of course, devices switch back and forth all the time, which adds to the frustration. 
  3. Did any of the WiFi points give audible errors, Sometime the mesh points would show as offline (the underlight on) and sometimes the google home behavior would report not being connected if asked a question. I do not recall it proactively saying the messages below.
  • “I can't reach the internet right now. Check your modem or router connection and try again.
  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”
  • Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?) One gateway router (ISP is bendbrodaband.com), one Google router, three points.
  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) The ISP router and primary mesh unit are together where the coax comes into the house (front of house downstairs). The other two mesh points are upstairs and at the back of the house downstairs. They worked well for 18 months, so I am confident they are close enough.
  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? No changes.
  4. If you know any of this info, please provide it as well:
  • Router brand (make and model) Arris-C401-5G
  • Router security, such as WEP, WPA, WPA2, etc WPA2-PSK
  • Router software version don't know
  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? Google Nest router plugged into the Arris gateway via ethernet + two Google Nest points.

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!

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. 😕

keenumm
Community Member

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

I also work from home and this is costing me a lot of $$. Also considering a different wifi setup at home

Did you choose a new set up? Is the new one wiring? If the answers are yes, please share. Thanks! 

NickE
Community Member

@Jeff Are you guys any closer to understanding this one? Just been kicked off an important call when all my access points went offline.

Jeff
Community Specialist
Community Specialist

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.

Jeff
Community Specialist
Community Specialist

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.

Jeff
Community Specialist
Community Specialist

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.

Jagwat
Community Member

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.  

keenumm
Community Member

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 

 

NickE
Community Member

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.

Jeff
Community Specialist
Community Specialist

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.

keenumm
Community Member

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.

 

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. 

Foobar242
Community Member

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. 

Dr_Bob
Community Member

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 

 

dsoelberg
Community Member

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.

Kyhellcat
Community Member

We have the same problem... Disconnects every 2 or 3 minutes for hours...

I bought the orbi mesh system and have had consistent coverage. Google will not help with anything. 

JujuBeans
Community Member

Well I guess I am not alone.....I thought I just got a bad set up from Amazon 

weasilman
Community Member

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.

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.

NickE
Community Member

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. 

keenumm
Community Member

Hi keenumm,

 

Jeff (Community Specialist) posted a new reply in Nest Wifi on 03-30-2022 02:23 PM:

 


 

Re: Google wifi losing connection intermittently

 

 

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.