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Constantly Lose WiFi

SuperD
Community Member

Today every 30-60 minutes I lose WiFi.  Rebooting the router fixes it temporarily.  Other than buying a different brand, is there anything else to be done?

2 Recommended AnswerS

olavrb
Platinum Product Expert
Platinum Product Expert

Alright. When Wi-Fi dies, what does the Google Home app say about whether the pucks are online?

When Wi-Fi dies, what happens if you connect a PC to the LAN port/ ethernet of the main puck, do you get an internet connection?

In the Google Home app, choose the main Nest Wifi puck, then the settings icon. What WAN IP address does it say it has (don't write the actual IP address here). A typical local IP (RFC 1918 compliant), or a typical global/ public IP address? If the first, it indicates that you have double NAT, which is not ideal.

A new firmware is rolling out these days, the one before it is known as 22Q1 or M94:

What version do you got currently?

There's also been reported many IPv6 related issues lately, one thing worth trying is to disable IPv6:

It's also worth trying to disable all preferred activities:

I'd also for good measure try a factory reset ( https://support.google.com/googlenest/answer/6246619?hl=en ) and set up from scratch ( https://support.google.com/googlenest/answer/9548301?hl=en ), reusing your network name (SSID) and password so your devices reconnect automagically.


I don't work for Google. I'm here to help and learn more.

View Recommended Answer in original post

Jeff
Community Specialist
Community Specialist

Hi SuperD,

I'm sorry you've been having issues with your connection. As olavrb mentioned, a new firmware release is going out to users now and it's meant to resolve a lot of troubles people have been seeing as well as bring some improvements. For your info, here are the firmware version numbers for the update that's going out now. Hopefully this proves to be the fix for your situation. Once you've received the update, let us know how it impacts your network situation.

Google Wifi: 14150.376.32
Nest Wifi router: 14150.376.32
Google Wifi (2nd gen): 14150.376.32
Nest Wifi point: 1.56.315675
If you're seeing those numbers on your device software version, then you have the newest release. If you're still on an older version, you should expect to see it soon. Let me know if you have any other questions.

Thanks,
Jeff

View Recommended Answer in original post

38 REPLIES 38

olavrb
Platinum Product Expert
Platinum Product Expert

Tell us more about your setup, like how is everything connected? What boxes, cables before Nest Wifi. What device are you facing these issues with? All? Some?


I don't work for Google. I'm here to help and learn more.

SuperD
Community Member

First let me say nothing was changed in my set up.  I have 3 units.  One is connected directly to the modem as a wireless router.  Multiple devices connect wirelessly to the units.  All wireless devices lose internet.  Prior to last night, about every other day the wireless would drop.  Then last night it happened quite frequently.  Turns out there was no problem with the modem as I direct connected a device to that which kept working.  I would reboot the router and it would work for a little while.

olavrb
Platinum Product Expert
Platinum Product Expert

Alright. When Wi-Fi dies, what does the Google Home app say about whether the pucks are online?

When Wi-Fi dies, what happens if you connect a PC to the LAN port/ ethernet of the main puck, do you get an internet connection?

In the Google Home app, choose the main Nest Wifi puck, then the settings icon. What WAN IP address does it say it has (don't write the actual IP address here). A typical local IP (RFC 1918 compliant), or a typical global/ public IP address? If the first, it indicates that you have double NAT, which is not ideal.

A new firmware is rolling out these days, the one before it is known as 22Q1 or M94:

What version do you got currently?

There's also been reported many IPv6 related issues lately, one thing worth trying is to disable IPv6:

It's also worth trying to disable all preferred activities:

I'd also for good measure try a factory reset ( https://support.google.com/googlenest/answer/6246619?hl=en ) and set up from scratch ( https://support.google.com/googlenest/answer/9548301?hl=en ), reusing your network name (SSID) and password so your devices reconnect automagically.


I don't work for Google. I'm here to help and learn more.

Dan_A
Community Specialist
Community Specialist

Hi folks,

 

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,

Dan

Today has actually been worse than ever after a few half decent days (meaning I only had to reset once or twice a day.)

 

Today it went out repeatedly for a few hours and I finally resorted to a full factory reset on all devices which took me close to an hour and then with 20 min it lost connection again and it has happened several times within a few hours. 

I have a nest wifi router connected to a teksavvy cable modem with 1Gig service. The broadband router NEVER loses connection. I can always connect my laptop direct to the router and it will work fine. 

I have the nest wifi router with a nest wifi point and two older google wifi pucks attached to it. All devices have the latest and greatest software mentioned in the thread. 
Google Wifi: 14150.376.32
Nest Wifi router: 14150.376.32
Google Wifi (2nd gen): 14150.376.32
Nest Wifi point: 1.56.315675

IPv6 is turned off, I have set the DNS servers to 8.8.8.8 and 8.8.4.4

nothing any of you have suggested works and the issue is driving me insane. I WFH and I am losing hours of productivity every day. 

I just want a stable connection. 

Hi Dan,

I continue to be plague by this problem at home. I resorted to doing a factory reset on all devices again yesterday when I was getting repeated disconnects. But even after a factory reset,  I got several more disconnects within the next hour and I continue to have it happening today.

I have a Nest Wifi Router attached to my TekSavvy Cable Modem with gig services. The cable modem NEVER has issues, I can always plug a computer directly into the modem and it works great.

I have the Nest WiFi Router in my house with 3 other points in the mesh network (1 Nest Wifi Point and 2 older Google Wifi pucks). All devices have the lastest version of software mentioned elsewhere in this thread. 

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

IPv6 is turned off and I am trying to use the Google DNS servers (8.8.8.8 and 8.8.4.4)

I have another Google network at my cottage that connects to my Starlink router and I never see this issue. Which would lead me to believe there is some sort of compatibility issue with Teksavvy or possibly the router I'm using from TekSavvy (which is a Technicolor TC4400)

@SuperD  can you share what type of broadband service you have (cable vs DSL ? with who ?)  and what type of router you connect to ? Wondering if we will see anything in common.

So frustrated. I just want  a stable internet connection.

I have DSL with Century Link and their modem.  It stays connected but my Google Home WiFi was dropping me multiple times last night.  Read too many people saying a full reset didn't help or even made things worse to make me even want to go that route.  Rather just by a different brand and hope it works better.  I use a VPN for work and that seems to hang on longer than anything else.  Maybe I need a VPN on everything.

What I find super frustrating is for the last 3 days I have been at the cottage where I have almost the exact same setup but connected to the Starlink broadband router and it works perfectly fine. I don't see any of these issues.

So for many people thing work fine, but there is something about your setup and my setup (and I'm sure many others) that is causing this issues.

I just can't believe there aren't some diagnostics that someone smarter than me can look at a figure out what the issue is.

All I want is stable internet connection.

Hey everyone,

 

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

 

Thanks,
Mel

Form filled out. Problem still happening. Many many times today - very unhappy with Google Wifi right now.

 

Hey Dynomite2910, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Cheers, 
Mel

Hey there, 

@SuperD, checking back in — have you had the chance to fill out the form?

Best, 
Mel

No and I don't plan on it.  Tired of trying things over and over with same or worse results.  Not going to put myself through more of it.

Jhonleanmel
Community Specialist
Community Specialist

Hi SuperD,

 

We understand. If you ever change your mind, we'll be here to help.

 

Best,

Mel

Dan_A
Community Specialist
Community Specialist

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,

Dan

Jhonleanmel
Community Specialist
Community Specialist

Hi folks,

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

You can lock this thread if you want I guess but this problem continues to be a problem for me on a daily basis and it sucks. No one here has provided a working solution.

I am now also working with "Mel" as a case over email but my problem has not been fixed yet. Just want people to realize that if someone finds this thread and has the same problem.

Hi Dynomite2910,

 

Thanks for getting back to us. I suggest replying to the email sent to you by our support team and continue the conversation there to avoid confusion.

 

Thanks,

Mel

Ebedia
Community Specialist
Community Specialist

Hi everyone,

 

@Dynomite2910 I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here.

 

I appreciate the help, @mel and @Dan.

 

Regards,
Emerson

? I don't understand. You guys just take turns asking me if there is something you can do to help ??

I only have one question - how can I get at stable internet connection from my Google mesh network. The last 2 days have been worse than ever - I probably had to reset the my Nest Wifi Router 12 times yesterday.

 

Ebedia
Community Specialist
Community Specialist

Hi Dynomite2910,

 

I understand that you wanted a stable internet connection. I've checked your case with our support team. I see that they sent you a reply, you might want to check it out and if possible, give them your response.  If you have other questions and concerns, feel free to let me know.

 

Thanks,
Emerson

Jhonleanmel
Community Specialist
Community Specialist

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

Jhonleanmel
Community Specialist
Community Specialist

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

You can close the thread but for the record this problem has not been fixed. I continue to have to reset my network several times per day.

Hey Dynomite2910,

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.

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. I checked your case with us from our senior support team, and I suggest checking your email for the update.

 

Thanks,
Mel

AbigailF
Community Specialist
Community Specialist

Hello Dynomite2910,

I’ve reviewed your case with our support team and they’ve sent you an email. Kindly check and let them know if you still have any other questions or concerns. They’ll be happy to help out.

Best,

Abi

Jhonleanmel
Community Specialist
Community Specialist

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

Dynomite2910
Community Member

I having been having this same issues for a quite a while now. On a regular basis (but at random times) my network loses connection to the internet. The internal wifi is fine, my broadband router's connection to the internet is fine (I can hardwire directly to the router and it works fine) but they only way I seem to be able to get the connection back from my Nest Wifi to the internet is to reboot it.

I have 3 wifi points in the house besides the router - one is a Nest Wifi and the other two are older Google Wifi points. Until a few weeks ago, I had a Google Wifi puck attach to my broadband router and was seeing the same issue so I tried switching it for a Nest Wifi Router in hopes that the newer device would be better (spoiler - it was not).

I see this has been marked as solved but I don't really understand which of things suggested by @olavrb solved the problem ? 

I will try turning of IPv6 and preferred activities for a while and see if that helps I guess.

Are there no diagnostics that can be examined when this happens to figure out what is really happening ?

@olavrb my software version on the Nest Wifi Router wired to my broadband router is 14150.43.81. Are you saying there is a new version than that I should be getting soon ? 

 

olavrb
Platinum Product Expert
Platinum Product Expert

Yep, a new firmware with IPv6 fixes (among other things) is rolling out, nothing you can do to speed up the process of getting it.


I don't work for Google. I'm here to help and learn more.

SuperD
Community Member

Actually nothing is fixed, just didn't want to keep getting emails about it.  I appreciate all the time and effort that went into the response.  Mine has gone back to going out every other day so I will hang on for now but not holding my breath it will ever be fixed.  Quick web search will show this is a common issue with no real fix.

Jeff
Community Specialist
Community Specialist

Hi SuperD,

I'm sorry you've been having issues with your connection. As olavrb mentioned, a new firmware release is going out to users now and it's meant to resolve a lot of troubles people have been seeing as well as bring some improvements. For your info, here are the firmware version numbers for the update that's going out now. Hopefully this proves to be the fix for your situation. Once you've received the update, let us know how it impacts your network situation.

Google Wifi: 14150.376.32
Nest Wifi router: 14150.376.32
Google Wifi (2nd gen): 14150.376.32
Nest Wifi point: 1.56.315675
If you're seeing those numbers on your device software version, then you have the newest release. If you're still on an older version, you should expect to see it soon. Let me know if you have any other questions.

Thanks,
Jeff

My devices has all received the updates and  I thought I was free and clear as @SuperD reported. I have had several days with no issues and now today I'm back to having at least 4-5 instances of the Nest Wifi Router losing the internet connection (broadband connection is fine).

 

Going to try turning IPv6 off again and see if that helps. Grrrrrr. I just want a stable wifi network, is that too much to ask.

 

I agree with Dynomite2910.  Having a ton of issues today after a week of everything being fine.

Ugh. Glad I posted then and found out you have had the exact same experience as me. If we were both fine for days and then it all went wonky today that tells me it is Google messing something up. Grrr.

I tried turning of IPv6 and haven't had to reboot yet. But has only been a few hours.

Hey folks,

 

@Jeff, thanks for the help.

@Dynomite2910 and @SuperD, thanks for the update.

 

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

after having a day filled with disconnects I did every single one of your suggestions exactly and I am still get the router loses connection to the internet issue. 

SuperD
Community Member

I have the latest software.  It went offline once today so far.  Strange thing is I keep the VPN connection to work when this happens but I lose everything else on WiFi.  Hopefullly things will get better.  If not I will have a used system for sale cheap if any one is interested.

SuperD
Community Member

Ok, time to fess up.  My WiFi has been working fine since the last update.  I won't be selling my system at this time.  Sure has been nice not to deal with the WiFi constantly going out.  I still see the message "The WiFi you are using may require you to visit its login page" sporadically on Chrome OS devices.  Used to mean the WiFi dropped, but now the message goes away in a second or so and the WiFi is working.