Google Mesh Router and Firmware 14150.376.32 still dropping out.

[dccrens]

I have had this mesh system for over 2 years it was great. Then a couple of months back the firmware was automagically updated to 14150.376.32. Since then my routers completely drop the FIOS 1G/1G connection at least once a day. Each time I have to either hard reboot (unplug) the main router or go in to the google home app and restart the network. I have tried everything suggested by the techs and even went through the very painful process of a factory reset. Doing the factory reset means I had to resetup all my smart home devices! that took two days! And after the factory reset, things were working well for exactly 3 days. Now, today, the problem reappears. Yes, I have filled out the "form" but no one has contacted me. Google, please contact me. 

[AbigailF]

Hello dccrens,

Thanks for posting and we appreciate your update. Our apologies for the delay. We’ve already checked the form you sent us and you’ll get an email update from our senior specialist shortly. Let us know if you have any other questions for now and we’ll be happy to help out.

Best,

Abi

[dccrens]

LOL! Waiting! Getting ready to buy TP-Link Deco. Will wait 2 days more then I'm done. 

[AbigailF]

Hello again dccrens,

I've checked your case again and saw that the senior support helping you out has sent you an email regarding replacement. Kindly check and let us know if you have any additional questions and we'll be happy to answer them for you.

Cheers,
Abi

[dccrens]

AbigailF,

I am waiting for the replacement router to ship. Meanwhile, I am still dealing with the routers just dropping all connectivity. It is so very disappointing that these (I have four) were working great for 4 years until the last firmware update. Then they all start having problems. And, rather than rolling back the firmware and fixing the issue, Google will only offer a replacement on only one of the routers! While I hope the replacement works, I am betting it will have the same firmware and the same issues. I want to know why can't google fix the issue with the firmware? If the router doesn't work, I will be replacing all 4 Google routers/mesh with TP-Link Deco AX6600 Tri-Band Mesh WiFi 6. 

[AbigailF]

Hey again dccrens,

Thanks again for the update. I understand that your issue started after the last firmware update. Take note that your devices will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network. If the issue persists after using the replacement, please let the senior specialist handling your case via email know so they can proceed with the next steps. Your feedback is important in solving the issue.

Best,
Abi

[dccrens]

I'm waiting on the delivery of the router. Then I will install it and test it for a few days. I will let them know if it is works or not. Since I am seeing this exact same problem all over the internet, on Reddit, and on google forums, I suspect it will not work unless it has a different firmware. 

[AbigailF]

Hi dccrens,

Feel free to update this thread as well if anything changes. I'll keep this thread open for a few days to give you time to reply. Let us know if you have any other questions for now.

Regards,
Abi

[dccrens]

AbigailF, I received the replacement router and have installed it. Now just monitoring to see if it does the same thing. 

[AbigailF]

Hello dccrens,

That's great. Keep us posted for the results. We'll wait for your feedback.

Cheers,
Abi

[AbigailF]

Hey dccrens,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Thanks, 
Abi

[dccrens]

AbigalF, Thanks. Router is installed and working. It is still dropping out once in a while but only for 5 to 19 seconds and then comes back. 

[AbigailF]

Hi dccrens,

I'm glad to hear that it has improved. After monitoring your network, does it still drop for a few seconds or has it completely stopped dropping now? I'll wait for your update.

Best,
Abi

[dccrens]

Thanks for checking Abi. It is still dropping but only for a few seconds at a time and only a couple times a day. It also has not dropped out completely like it was doing requiring a reboot or reset.  While not perfect, it is much better. 

[AbigailF]

Hey dccrens,

Great to hear that it has improved. To confirm, are there any steps from the list below that you haven’t tried yet?
 

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• 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.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• 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.
   

I’ll wait for your update.

Cheers,

Abi

[dccrens]

Thanks. Yes. I have tried everything in these forums. 

[AbigailF]

Hi again dccrens,

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,
Abi

[dccrens]

AbigailF,

No. I already have filled in that form for the current issue. I have done all I am going to do. I'm not getting paid to troubleshoot Google's product issues. Sorry. 

[AbigailF]

Hello dccrens,

I understand that you already filled out a form before. However, we weren't able to receive it on our end. If you could fill out the form using the link I sent in my last reply and let us know once you're done, we'll be able to check it on our end. Appreciate your patience regarding this issue.

Thanks,
Abi

[dccrens]

Just so you know, the new one is starting to do the same thing. Just drops wifi and ethernet until you unplug it and then replug it. Comes back fine after,  until the next time. As a programmer, this looks to me like some sort of buffer overrun condition. Once the buffer fills up it doesn't clear and that causes the issue. The reboot obviously clears the buffer and everything is good. I am amazed Google can't isolate and fix this problem or at a minimum roll back the firmware to the previous version which worked well. I am replacing the Google Mesh with TP-Link. 

[AbigailF]

Hey there dccrens,

We're sad to see you go. If ever you change your mind, we're here to help. Feel free to fill out the form I last sent so we can proceed, should you decide to continue again.

Best,
Abi

[AbigailF]

Hi dccrens,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Regards, 
Abi