Frequent Nest Wifi factory resets required

[jrb12]

Hi all. My first post - please be gentle! I've done a lot of research over the last months trying to work out what my issue is, but haven't really got anywhere - hence the post!

My setup: 1x Nest WiFi router with 3x points and 1x router acting as a point. VirginMedia router in bridge/modem mode supplying my internet. I have a very simple LAN - main nest router cabled up to an unmanaged PoE switch downstairs. Into that switch was plugged my secondary router acting as a point. I then have a couple of TVs, Tivo box and PS4 connected to the LAN. 

Every so often I completely lose internet - both WiFi and LAN. The only way to solve seems to be to factory reset everything (I've even reset the VM hub on one occasion). Thing have been stable for about a month, possibly more, until yesterday when everything went again. I duly reset, got everything set up again. What is interesting from yesterday is that as soon as I plugged in ethernet cable to my Nest router - everything went again! Reset everything this morning, so I have WiFi back, but have left the ethernet cable unplugged just so I can have some stability.

Any thoughts on what might be causing my ongoing issues? Thanks in advance...

[ByronP]

Hi jrb12,

Thank you for reaching out to the community. I’m sorry that you’re experiencing troubles with the Nest Wi-Fi router and points that lose connection. I understand how frustrating this can be. I’m here to help.

Before I begin. I need to ask a few questions for further assistance:

• Do you use a modem and router combo?
• Do you use the same network name and password as your previous network?
• Does the affected device have Wi-Fi capability?
• Which device can't connect?
• Has the Nest WiFi device ever been able to connect?

Please keep me posted. I look forward to hearing from you.

Regards,

Byron

[jrb12]

Thank you, Byron. Answers to your questions are here:

• Do you use a modem and router combo? Yes
• Do you use the same network name and password as your previous network? Yes
• Does the affected device have Wi-Fi capability? Yes
• Which device can't connect? All devices
• Has the Nest WiFi device ever been able to connect? Yes

[ByronP]

Hi jrb12,

Thank you for your response.

Based on the information provided to the first question, it's possible that you're experiencing a double Network Address Translation (NAT), which causes some devices to drop or be unable to connect.

Since the devices can have a hard time communicating with each other. This can also result in performance troubles if you play online games or use port forwarding rules. Bridge mode fixes this by letting multiple routers share one single Wi-Fi network. Here's what that could look like:

If enabling bridge mode is too hard, you can change your Google Wi-Fi's network name. Also make sure there aren't any special characters or spaces in the SSID or password. Remove any spaces or special characters if there are any.

Let me know how it goes and keep me posted.

Regards,

Byron

[jrb12]

Hi Byron,

My modem has always been in bridge mode, so I have ruled out there being NAT issue.

The special character one is interesting and have seen this mentioned before. My password does indeed contain special characters...  But could that really be a factor given everything can be stable for weeks/months and then it suddenly 'breaks'?

[ByronP]

Hi Jrb12,

Thank you for posting.

Answering your question. Yes, during the update process, your device may experience a disruption if it isn't recognizing the password with special characters.

Also, please try to do a 2-minute power cycle; here are the steps:

• Disconnect the power from the modem.
• Disconnect the Ethernet cable and power cord from the parent point.
• Disconnect the power cord from the child point.
• Leave everything unplugged for 2 minutes.
• Check the make and model of your modem, and make sure there isn't a backup battery. If there’s a backup battery, please remove it. Otherwise, it won't perform a power cycle.
• Connect the power to the modem, then wait up to a minute until the modem fully powers on.
• All light indicators must be solid colors.
• Connect the Ethernet cable, then the power cable, to the parent point. Wait until the parent point is fully back online.
• Connect the power cord to the child point.

Let me know how it goes and keep me posted.

Regards,

Byron