Dropping connection

[Mlaran]

I have a Google nest WiFi router and 4 nest WiFi access points… I have been using them since mid 2020. Some small hiccups every once in a while but nothing that hasn’t been resolved. Starting around dec 20th my connections keep dropping. Randomly sometime 2-3 times a day sometimes 20 times per day. I can’t rely on the network for zoom calls either. My ISP has no drops recorded on their end, my modem is in bridge mode and my speed is around 900 mb. I have been on the phone with Google 4 times. So far I have power cycles, switched DNS, full factory restore of router and all access points, then switched DNS again to 8.8.8.8 and 8.8.4.4 again after factory restore. Problem still remains… please help. I have been heavily invested in the Google ecosystem - with Google light switches, locks, speakers — everything is automated and I spent a small fortune getting here. It is discouraging that the main items that link it all together (router and access points) are completely unreliable.  Thanks for any help

[devedsmith]

We have had this exact problem on all of our devices (and 100+ smart devices, Kasa/Lifx/Amcrest etc) ever since we installed Home Mesh "Pro".

[Mlaran]

It feels like there is some bug in one of the Firmware versions and google won’t own up to it and just tell us they need to release an update. In the end google tech support said “ we have tried all of our trouble shooting steps” what am

i supposed to do now. I had 3 years of relatively smooth service, then overnight it just stops being reliable with no changes on my end 

[Dan_A]

Hi folks,

@Mlaran, thanks for reaching out, and we're sorry to hear that you're experiencing this kind of concern. Since you've already tried the necessary steps, we'd like to take a deeper look into this. Could you fill out this form and let us know once you're done?

@devedsmith, that certainly isn’t the experience we want you to have. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? 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.
   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