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Devices kicked off wi-fi and Connection Failed

Kkmka
Community Member

Bought a Google Nest Wifi Pro with a total of 3 wifi points. The mesh always reports "excellent." All wired connections are stable. Multiple phones (Android and iOS) and laptops in the home get kicked off wifi and cannot immediately reconnect. Receive a "Connection Failed" message. Sometimes have to turn off wifi and turn it back on at the device. Sometimes have to restart an access point. This mesh replaced a 1st gen Google Wifi mesh. Been dealing with this for weeks now and just when I think the problems are gone, they pop back up. Any suggestions are greatly appreciated.

5 REPLIES 5

LovelyM
Community Specialist
Community Specialist

Hello Kkmka,

Thanks for reaching out and I'm sorry for this experience. 

Answer the following: were there any changes made to your network? What's the model of the modem that you're using? Is there a switch on your network? What's the firmware version of your Google Nest Wifi Pro devices?

Please make sure your Android and iOS devices are up-to-date and your Wi-Fi password does not contain spaces or special characters. Check if these devices are included on paused schedules. You may also try changing the DNS server to 8.8.8.8 on your primary server and 8.8.4.4 on your secondary server, respectively. For more troubleshooting steps, visit this article: Device can't connect to my Nest Wifi or Google Wifi network.

Keep me posted.

Sincerely,
Lovely

Kkmka
Community Member

Thanks for the reply. Here are the answers to the questions:

  • Were there any changes made to your network?
    • Yes. I replaced my 1st gen Google Wi-Fi network with this new Google Nest Wi-Fi Pro. Three nodes before, and three after. Same location and same set-up.
  • What's the model of the modem that you're using?
    • No modem. I have fiber to the home, an ONT outside the home, then ethernet that goes in the home and straight to one of the Google Nest Wi-Fi Pro points. The other ethernet port on that Wi-Fi point is used to connect a switch.
  • Is there a switch on your network?
    • Yes. Cisco switch, but have had it for a few years and again, no issues with the 1st gen Google mesh. This switch is used to connect up to 16 devices that are not using Wi-Fi. The other 2 Google points are not connected to it so mesh is purely over Wi-Fi.
  • What's the firmware version of your Google Nest Wifi Pro devices?
    • 1.63.355999

Thanks for the other suggestions. I will keep those in mind, but again, this is literally a replacement of an older Google Wi-Fi network with no other changes to devices or the rest of the set up so it should just work.

LovelyM
Community Specialist
Community Specialist

Hey Kkmka,

Sorry for the delayed response. Please make sure that you're using an undamaged Cat 5e or Cat 6 cable that's securely plugged in to your Google Nest Wifi Pro. Reboot your entire network and try changing the placement of your devices if the issue persists.

Let me know how it goes.

Thanks,
Lovely

Kkmka
Community Member

Thanks. Have tried this and still no luck. I have telemetry turned on so hopefully Google can actually see what's happening and recommend a fix? 🤷🏽

LovelyM
Community Specialist
Community Specialist

Hi Kkmka,

I appreciate the update. Let's perform a factory reset on your Google Nest Wifi Pro and see if that helps resolve your issue. If not, tell me so I can have our senior specialist team check out the behavior of your network.

Looking forward to your response. 


Cheers,
Lovely