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Connectivity issues with Nest Wifi Pro - UK

FabS23
Community Member

‎11-07-2023 12:15 AM

Hello,

I have had a set of Nest Wifi Pro since July and these have just become progressively worse and I can't seem to find any way to improve this.

I'm using a 500mb full fibre connection with the main point directly connected into the ONT and then a wireless backhaul between the 3 points in a vertical line above one another set over 3 floors. I cannot do a wired backhaul as I live in a 1930s UK house that doesn't have the wiring for this and cannot simply have meters of wires running across the house.

 

The mesh test shows a great connection between the 3 points however if I'm in any room over than those with the points then I just experience dropouts, extreme lag, etc...

 

I've tried to speak with support and done all the troubleshooting they could offer but that hasn't improved anything and now they've gone quiet too as i haven't heard from them since 20th Oct despite reaching out multiple times asking for an update.

 

It's getting ridiculous now as this affecting my ability to do work at home and has begun to affect my Tado thermostats ability to do its job now that it's getting colder.

 

The Nest team don't seem too interested in helping with this and now I'm at my wits end at what to do considering I came from a 70mb standard fttc connection on a Wifi 5 router which was a hell of a lot more stable.

 

Any suggestions on what I can do or speak to? As I can't anywhere to lodge a complaint about this 

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Dan_A
Community Specialist
Community Specialist

‎12-03-2023 03:59 PM

Hi FabS23,

 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

  1. Disconnect the power from the modem.
  2. Disconnect the Ethernet cable and power cord from the parent point.
  3. Disconnect the power cord from the child points.
  4. Leave everything unplugged for 2 minutes.
  5. Connect the power cord to the modem then to your router and points.

 

Also, you can 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:
    1. Open the Google Home app Google Home app.
    2. Tap the Wi-Fi coin  and then Settings.
    3. Scroll down and tap Advanced networking.
    4. Scroll down to IPv6.
    5. Toggle the switch off Toggle button off.
  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. Take note that this will delete all network data.

 

You may skip any step that you’ve done already.

 

Let us know how it goes.

 

Best,

Dan

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