Google Nest Mesh Wifi firmware 13729.57.27 frequently disconnected from internet.

[Strec08]

GoogleNest Mesh Wifi firmware 13729.57.27 frequently disconnected from the internet.  Is this the latest software? Are there any steps to be taken to resolve this issue.?

[ughman]

See this thread, Similar theme

https://www.googlenestcommunity.com/t5/Nest-Wifi/Wired-Wireless-Upload-speeds-capped-at-100mbps-ATT-...

[EdwardT]

Hi folks,

@ughman, thanks for the help!

@Strec08, could you tell us more about what's happening. Are your devices can't access the internet while they're connected to your WiFi?

Thanks,

Edward

[Strec08]

It started with the devices unable to access the internet when connected to the mesh wifi.  Now we get notification every day that the points are off-line.  If I restart the hub/router it will reconnect everything for a short while. Then the notifications will appear again.

[EdwardT]

Hi Strec08,

Thanks for the additional info. When you get the notification that the points are offline, what's the light status of the points and the router? Also, if you haven't yet, you could check this link to see some other steps that you could try to isolate the issue.

Thanks,

Edward

[Strec08]

The link,  I have been through all of these prior to posting here.  Thank you though. 

[EdwardT]

Hi Strec08,

Thanks for the response. Is there an upstream router or a switch? Also, how far are the points from the parent point?

Thanks,

Edward

[Strec08]

1) not sure if you saw this response. There isn't a notification light. However,  if we ask Google a question we get, "Something when wrong....or there was a glitch, try again in a few seconds."   While this is happening the light is white. 

2) We have Google internet service.  The nest router in connected to the "box" provided by Google. Point #1 is 1 floor up.  We are a split level house so it is the floor directly above and I have moved it to open shelf next to the open stairs.  The 2nd point,  is in the next room, one wall between point # 1 & point #2. The whole house is only 18,000 square feet.  

[EdwardT]

Hi Strec08,

Thanks for the added information. It's possible that it has something to do with frequency interference. Are there devices near any point that might cause interference like a landline phone, a baby monitor, microwave, or any device that broadcasts on 2.4 GHz or 5 GHz?

Thanks,

Edward

[Strec08]

We do have a landing, however the room that has the router & two points do not have a land line in that specific room. I would guesstimate at least 20 feet minimum between points landlines phones & 5 ft between land line and router & Google box.

[EdwardT]

Hi Strec08,

Thanks for the update. Have you tried doing a factory reset on the child points that's going offline? If not, please click on this link for the steps.

Let us know how it goes.

Thanks,

Edward

[Strec08]

Yes.  I have factory reset the entire system. 

[EdwardT]

Hi Strec08,

Thanks for the response. Could you also fill out this form so we could dig deeper into this?

Thanks,

Edward

[Jeff]

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

[Strec08]

I guess that would be fine.  The issue has been escalated to the next level.

thank you.

[Jeff]

Thanks for the update, Strec08. I'll go ahead and close up the thread, but feel free to open up a new discussion if you need anything else going forward.

Thanks.

[Strec08]

There isn't a notification light. However,  if we ask Google a question we get, "Something when wrong....or there was a glitch, try again in a few seconds."   While this is happening the light is white.  I will take a look at the link you provided. 

Thank you