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Faulty Link

SJones
Community Member

 I need to replace my Nest Wifi router. It continuously disconnects (it's <2monthe old)

I received an email to have it replaced free of charge, but the link will not work. I see that other people has had this issue. How can we fix this?

(Hi sarahlee0913,
We’re committed to building products that deliver helpful solutions for your home and work the way you expect. So we want to let you know that we’ve identified an issue with your Nest Wifi router (serial number*: 01080EXAN07CM0) that may cause it to reboot several times a day and disrupt your internet usage. Unfortunately, our testing indicates that this problem might worsen over time.
We’d like to offer you a replacement at no cost to you. All you need to do is fill out this form, and our Support team will send you a new router and instructions for sending back your current device.
We apologize for this inconvenience and look forward to helping you.
- The Google Nest team)

12 REPLIES 12

Juzdu
Silver Product Expert
Silver Product Expert

I've kicked this up the chain to the Google Product Expert forum to see if someone can help. Perhaps also try Nest Wifi support here: https://support.google.com/googlenest/gethelp?hl=en

Jeff
Community Specialist
Community Specialist

Hi, SJones.
I just wanted to jump in real fast to see if you saw Juzdu's reply and to see if you still needed some help on this and to see if you had contacted support for help. If you are still needing some help, just let us know and we'll be happy to continue helping.
Thanks,
- Jeff

SJones
Community Member

I’m just seeing the responses. Yes I still need help with this.

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

Thanks for letting us know. I'm sorry to hear that you're still having this issue. We'd like to know more about this. Please fill out this form so we could investigate further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

Just checking back in. Were you able to fill out the form? Let us know if you have other questions and we'd be glad to assist.

 

Thanks,

Edward

 

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

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

SJones
Community Member

I have filled out the form, spoke with someone on the phone and did all the reset stuff they said to do. Still not staying connected and still having issues. 

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

Thanks for the response. I'd love to know more about this. Please share the case number of your interaction with our team so we could investigate further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi SJones,

 

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

Jeff
Community Specialist
Community Specialist

Hi again, SJones.

I'm just following up once more to see if you still needed help here or to see if you go things worked out.

Thanks,

- Jeff

SJones
Community Member

Nothing is worked out yet. Still having problems with the google router staying connected and I’ve done everything that I’ve been told to do. I am currently out of town working and my husband is at home extremely frustrated that the router isn’t working.