Google Nest Pro lost connection to internet

[RZulewski]

New Google Nest Pro has lost internet connection three times.  Each time I had to unplug each device for it to work again.  The Pro devices are replacing original Google WiFi mesh that worked like a charm.  Are the Pro devices still in beta?  One more outage and I am returning them to Google.

[olavrb]

Is it only the Google Home app saying they go offline, or do they actually go offline? If the first, that's a known, long standing "cosmetic" issue in the Google Home app. For some it helps to disable IPv6 on Nest Wifi in the Google Home app.

What does the LED light on the pucks say when it happens?

[pdaniell]

Same thing is happening with my new Nest WiFi Pro network, which I set up yesterday. I have lost internet three times in less than 24 hours. My old Nest WiFi network, which is now factory reset and powered off, was fine and had no reliability issues. When my Nest WiFi Pro network goes down the WiFi part is still up, but all devices can no longer reach the internet. The wired devices can also not connect with the internet. The Google Home app thinks all is okay until you try doing an internet speed test, which fails. Doing a "Reset Network" from the Google Home app doesn't work, it just hangs and says it failed to reset. The lights on all three of my routers is solid white.

[markthesalami]

I'm having this exact issue myself.  Any fix yet? 

[pdaniell]

No fix that I am aware of yet. It happened twice again this evening within 10 minutes of each other. Every time it happens the solution is to pull the power from the primary router and plug it in again and the network comes back in about a minute. Both times it happened tonight there was nothing special going on with our network, we were just watching a show on Peacock. So there is no obvious trigger.

[Jeff]

Hey RZulewski and pdaniell,

I just wanted to jump in real fast to see if you tried what olavrb suggested and disabled IPv6 in your advanced network settings in the Home app. If you've tried that and aren't seen any changes, please let us know.

Thanks,

Jeff

[pdaniell]

IPv6 was already disabled on my new Nest WiFi Pro network. I used to have that disabled on my old Nest WiFi network too.

[pdaniell]

For others visiting this topic, there is some updated information in this other similar topic: https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-Pro-offline-every-day-needs-power-cycle/td-p/2...

[Jhonleanmel]

Hey everyone,

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.
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.

Let us know how it goes.
 

Best,

Mel

[pdaniell]

Thanks for your suggestions. I got similar advice when I called Google support yesterday, which I reported here: https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-Pro-offline-every-day-needs-power-cycle/m-p/27....

Regarding the items above, on my system I have (1), (2), (3), (4) already taken care of, but the problem remained. Yesterday I made the change for (5), and it has now been almost 24 hours and so far my network has not lost connection to the internet. I'll continue to monitor it.

[Jhonleanmel]

Hi pdaniell,

Thanks for the update. I'm glad that your network has been stable so far. Let us know if you have any other concerns or questions ― we'd love to help.

Regards,

Mel

[pdaniell]

As I commented on the other topic, my Nest Wifi Pro lost connection to the internet again last night, so these steps did not work unfortunately. 

[Jhonleanmel]

Hi pdaniell,

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,
Mel

[pdaniell]

Done. Thanks for your support.

[Jhonleanmel]

Hey pdaniell, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Cheers, 
Mel

[RZulewski]

I received the warranty replacement Nest Pro set of 3 on Nov 3.  I did a factory reset to remove the original 3 devices.  This afternoon the new device went offline.  See the attached screenshot.  Getting a new box of devices does not fix the issue.

[RZulewski]

I just noticed how hot the puck is.  Too hot to comfortably hold in my hand.  Anyone else notice that?  Maybe they go offline because they are too hot.

[olavrb]

Interesting thought.

Ubiquiti has an access point know as "UniFi 6 Mesh" looking like a white soda can. It too gets very hot, but it does not stop working because of it. If it's within specs, it should work even if it gets hot.

I don't think there exists info for end users on intended operational temperature span for Nest Wifi Pro. There is no heat readings in the Google Home app either, so how could we verify.

[Jeff]

Hey RZulewski,

Can you give me some more details about the warmth of your point? Is it staying that hot, or did it get that hot and cool down? Is your point placed on top of any other electronics or in an enclosed space, such as a cabinet or a crowded bookshelf?

Thanks,
Jeff

[RZulewski]

Jeff,

I noticed how hot they become when I am power cycling the device after it loses all connection to the internet.  They seem a lot hotter than I expected.  

My Google Wifi devices never got warm to the touch, much less so hot that they were uncomfortable to hold in your hand.

For your information, after working with the second 3-pack, I gave up and asked for a refund and returned all the Nest Wifi Pro devices.

Richard 

[Jeff]

RZulewski,

I understand why you chose to return the devices. I'm sorry we weren't able to find a resolution for you at this time. If you choose to give them another look down the line, we'll always be happy to help you out with anything you might need.

Thanks for giving me those extra details. I'll speak with my teams and find out if that's a normal situation or if we're seeing some sort of problem there. Let me know if there are any other ways we can help out.

Thanks,
Jeff

[RZulewski]

And my return label so I can get my refund?

[Jeff]

I might be misunderstanding a bit, RZulewski. I was under the impression that you had already returned the devices. Were you actually looking for a way to return them through support? Clarify that for me a bit and I can help.

Thanks,
Jeff

[RZulewski]

Jeff, I already returned the first 3-pack of Nest Wifi Pro devices.  Now I have been trying for days to return the second 3-pack they sent me while trying to fix the random internet disconnects.

[Jeff]

Hey RZulewski,

Did you process that return through support? Do you have a case ID I could look up? If so, share that here and I'll see what's happening.

Thanks,
Jeff

[RZulewski]

Jeff, yes I have been working with both the Nest and Store support teams without any progress.  I have several case numbers, try this one.  Re: Your Google Support Inquiry: Case ID [5-7775000033451]

[Jhonleanmel]

Hey folks,

@RZulewski, thanks for the case ID. I checked your interaction with our support team, and I suggest replying to the email they sent you recently. Also, please keep your conversation there to avoid confusion.

Best,

Mel

[Jhonleanmel]

Hey everyone,

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

Best, 
Mel

[pdaniell]

I noticed that I now have firmware 1.63.324946, which appears to have updated my previous firmware version 1.63.318999. Could this be a fix? I haven't had an internet drop out today yet, which is promising. I'll know for sure if it's good after a couple more days.

[olavrb]

This new firmware is said to resolve performance issues, but maybe they've ironed out some other bugs too. No official changelog out yet though. But mentioned in The Verge:

• https://www.theverge.com/2022/11/12/23454915/google-nest-wifi-pro-update-fix-slow-internet-speeds

[Jeff]

Thanks for sharing the info about the release, olavrb.

For those experiencing troubles, can you verify which firmware version you're on?

Thanks,

Jeff

[pdaniell]

It has been over three days and I haven't had to power-cycle my main router. So far 1.63.324946 is looking good! ❤️

[Jeff]

That's great news, pdaniell! Let's watch it for a little longer to make sure everything is working well. I'll check back in after the weekend and see where things are at.

Thanks,

Jeff

[Jeff]

Hey, everyone.

It's been some time since we visited this thread. I wanted to check in and see if everyone was all set now or if we still had people with needs or any questions. If you need anything on this, please let me know.

Thanks,
Jeff

[Jeff]

Hey everyone,

It looks like we've slowed down here. We'll be closing up the thread in the next day unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.

Thanks,
Jeff