Connected Without Internet

[nmg34]

No matter what I try I cannot maintain consistently running Internet. It will work for a few hours then I will get a "Connected without Internet" stays which can only be fixed temporarily by unplugging and plugging back in the Nest router and/or the Xfinity router. 

Set up: Xfinity modem > Nest router (via ethernet cable) > Nest point > Nest point > Nest point

6 unit condo building, duplex condo unit (main level and basement level), 2400 sq ft

Mesh test results:

Point 1 - good connection

Point 2 - great connection 

Point 3 - great connection 

23 smart devices including several Philips Hue devices and a baby monitor 

[olavrb]

Have you put the modem in bridge mode (recommended), or are you running double NAT?

• https://support.google.com/googlenest/answer/6277579?hl=en
• https://support.google.com/googlenest/answer/6240987?hl=en

[EdwardT]

Hi folks,

@oalvrb, thanks for the help!

@nmg34, how's it going with your Google Wifi? Were you able to check the links provided by olavrb?

Thanks,

Edward

[nmg34]

Hey! I've been slammed with work and want to make sure I have enough time to dedicate to this when I do give it a try. Don't want to make anything worse. 

[EdwardT]

Hi nmg34,

Thanks for letting us know. No worries, keep us posted once you get the chance to try the steps.

Thanks,

Edward

[nmg34]

Okay, 24 hrs post-activation of bridge mode on my Xfinity modem. So far, so good. This was huge help. Thank you! I have automated window shades of which utilize a hub that only runs on 2.4 ghz. It was connected (via Wi-Fi) to the Xfinity modem since it put out 2.4 ghz. Am I going to have a problem with those now or does the Nest (2nd gen) also put out both signals? 

[olavrb]

That depends on how the IoT equipment manufacturer has implemented the pairing peocess. For some stuff it works just fine. But others requires your phone to be on 2.4ghz during the pairing process, which there currently is no way to force right now. You can't tell the Nest Wifi to temporarily stop broadcasting 5ghz, and you can't tell the phone to use 2.4ghz only.

If the IoT manufacturer in your case falls into the last category, ask them to implement a process that supports combined SSID for both frequencies.

Tip: If you reused the SSID and passeord from the modem/ router combo, the IoT devices would likely reconnect by themselves. So a workaround is to use an old router/ repeater/ access point either temporarily or permanent for IoT devices.

[EdwardT]

Hi folks,

@olavrb, we always appreciate the help!

@nmg34, 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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[nmg34]

Yes, unfortunately we're still getting "connected without Internet" multiple times per day which is only temporarily fixed by resetting the network or power resetting the extender nodes. 

[EdwardT]

Hi nmg34,

Thanks for the response. I'd love to know more about this. What's the status of your Google Wifi devices on the app when you get the Connected Without Internet message?

Thanks,

Edward

[EdwardT]

Hi nmg34,

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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[EdwardT]

Hi nmg34,

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 in 24 hours.

Thanks,

Edward

[nmg34]

I contacted Google technical support via a link I found in a forum full of people who were having the same issue.  Tech support had me update my DNS settings to 'Custom' > Primary Server 8.8.8.8 > Secondary Server 8.8.4.4

This has helped with consistency, however one of my extenders (furthest from the main router, weak connection) still goes out 5 out of every 7 days and needs to be power cycled to fix & another, a floor directly above the main router (good connection), goes out 3 of 7 days still.

[EdwardT]

HI nmg34,

Thanks for the update. Could you share the case number of your interaction with our team so we could investigate further?

Thanks,

Edward

[nmg34]

I did not get a case number. They said they would be able to look me up with my phone number if I called in again. 

[EdwardT]

Hi nmg34,

Thanks for responding. Could you check if they sent you a follow up email? Also, what's the status light of the point when it goes out?

Thanks,

Edward

[nmg34]

They did not send me a follow up email. The extender glows yellow around the base and in the app the status is "Disconnected" with a red dot. The Nest router looks normal. 

[EdwardT]

Hi nmg34,

Thanks for the response. Another thing that we can try is to change your DNS.  It allows the app to communicate properly to the Cloud services. Here's how:

1. Open the Google Home app.
2. Tap the Wi-Fi > Settings > Advanced networking.
3. Tap DNS.
4. Select Custom and enter 8.8.8.8 and 8.8.4.4.
5. Tap Save.

Let us know how it goes.

Thanks,

Edward

[nmg34]

Hi Edward,

Thank you, however I did that a few weeks ago and am still experiencing issues. Please see my post from Wednesday last week in this thread. I covered it there. 

[EdwardT]

Hi nmg34,

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward
 

[nmg34]

Okay, I just filled out the form. The issue is getting worse. Especially at night. We have to power cycle our extenders every night, usually more than once. It's not always the same one either. Random throughout the week. 

[EdwardT]

Hi nmg34,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Edward