Google Nest WIFI pro randomly disconnects from ethernet

[Arnieapproves]

Hi people! 

We have been struggeling with wireless instability for a while. After reading all possible guides and trying all recommended setups we theorised that it may be due to too many connected units to our Nest Wifi mesh system. Due to this we decided to replace our Nest Wifi system with Nest Wifi Pro.

I have tried to explain the two issues we are experiencing below, but it is nr 1 which is the most problematic. I have attached a diagram to this post to ease explanation, and perhaps some of you can see any obvious mistake I have made. Hope you can help me! 

1. Wifi Point 2 randomly drops ethernet connection.

When the router is restarted it will most times show as "Wired" in the Google Home app, and wifi internet speeds are 500/500. This is stable for anything from 30min or a few hours, then it will drop the wired connection and show as "Wireless". Due to the far distance to the Main mesh unit it will only give 10/10 internet speeds. 

Another odd thing is that when this happens there is a chance that my desktop PC (only ethernet, no wifi card) wil drop to the same slow speeds as the Point 2 wifi speeds, but this is in no way consistent. At the moment my wifi speed through Point 2 is super slow, and the unit shows as "wireless" in the Google Home App, while my desktop has 500/500 internet speeds (obviously ethernet from the Main unit).

2. Random drops in wifi performance - speed test in Home-app shows 500/500 stable internet speed, but speed tests over wifi randomly drops from 500/500 to 10/0. Mest tests consistently shows "Great connection" or "Good connection" (as long as Point 2 is wired).

[lusvin]

Hi @Arnieapproves,

Thank you for reaching out to the community. I'm sorry to hear that your new Nest WiFi Pro is randomly disconnecting from the Ethernet. But don't worry; let me help you with this.

I would like you to answer some questions to gather more information about the case and help you in the best way possible:

• Did you already try to use a different Ethernet cable?
• The first time you set up the Nest Wifi Pro Point 2, was it directly connected or wireless?
• What troubleshooting steps did you try?

In the meantime, let's try the following steps to troubleshoot your network:

• Open the Home app.
• Tap Favorites.
• Tap WiFi and then Network Settings and then Advanced Networking.
• Tap DNS.
• Select Custom, then enter "8.8.8.8" and "8.8.4.4."
• Tap Save.

After you change the DNS, to discard possibilities, please unplug the CAT 6 cable from the TP-LINK TL-SG108 and connect it directly to the Nest Wifi Pro Point 2, and check if the wired connection works in that way. After everything is plugged in this way, please reboot the affected unit and check the connection again. Keep me updated.

Best regards, 

Lusvin.

[Arnieapproves]

Hi @lusvin! I appreciate the support.

As per your 3 first points:

• Did you already try to use a different Ethernet cable?
  Yes, no difference.
• The first time you set up the Nest Wifi Pro Point 2, was it directly connected or wireless?
  I tried both. First time with wireless Point 1 and wired point 2. Because of the issues I tried to reset to factory defaults and setting up with both points on wireless. Same issues. 
• What troubleshooting steps did you try?
  • Manually tested each cabled connection with a laptop, starting at the modem ending at point 2. All good. 
  • Replaced both switches with brand new ones, one at the time. No improvement.
  • Disconnected all other connections except the google wifi pro routers, no improvement. 
  • I disconnected point 2, moved Point 1 to the position of Point 2 and connected the ethernet. This setupnow seem to have stable wired connection in the google home app, but I need to restart the mesh network at minimum once per day. If I dont it will gradually slow down to 0 upload/download speed. 

As per the next steps

• I had to find the google IPV6 DNS addresses, but found them and did as you suggested. 
• I took the CAT cable going from the  TP-LINK TL-SG108S switch to the  TP-LINK TL-SG108 switch and connected it directly to the problematic Point 2 router and it seemed to recognize the wired connection immediately.
• (PS! I did not test stability over time with the last steup, because I needed the equipment connected the the  TP-LINK TL-SG108 switch to be on line.)

Thank you for the help so far, please let me know if there are other things I should verify or test. 

Arnie

[lusvin]

Hi @Arnieapproves,

Thank you for your response and the detailed information. All the troubleshooting steps you've performed are to resolve the issues you're experiencing with your new Nest WiFi Pro.

It's great that the affected device recognizes the wired connection in that way. For now, let's see if the steps you performed work. Let's test the stability of the network. If the device works well with the wired connection, it's likely that you need to explore a new network topology to connect everything in the best possible way without this kind of situation.

[Arnieapproves]

Thank you, @lusvin, again I appreciate the support.

I left the system running connected as you proposed yesterday evening and it did not take long until I again experienced issues again with Point 2, randomly disconnecting from ethernet. 

I replaced Point 2 with Point 1, and although it now seems to be stably "wired" and seems to give good internet speeds (500/500) I am still experiencing two major issues:

• The whole system destabilizes over time, needing frequent restarts. 
• Instability in the form of (buffering streams and videos), lagging in games etc. 

These issues are very disrupting for my everyday use, and I am running out of ideas. 

Proposal next steps:

• Replace Point 2 on warranty, as there is something clearly not working with this unit.
• Return the modem to router mode, and use the google wifi pro as wifi only (this is the last semi-stable solution we had with our previous Google Nest Wifi). All else is in the same configuration.
• If none of the above works I see no other choice but to return google wifi pro units and try another supplier. 

Arnie

[tucomp]

I have 3 versions of Google mesh and meet mesh units installed at home and client sites. Starting about 3 weeks ago, I began seeing instability and connectivity issues at all sites.  The original Google mesh didn't start having issues until recently but the nest mesh started 3 weeks ago.  I've done everything to troubleshoot.  Everything.  Will replace with error soon if it doesn't resolve.  Unfortunately 

[luciaaa]

Hi, @tucomp,

Thank you so much for your prompt response and all the effort you’ve put into troubleshooting the Google Nest WiFi Pro. I’m truly sorry that despite following all the steps, it continues to disconnect from Ethernet intermittently.

To identify areas with weak signals and optimize your setup for seamless connectivity, let’s conduct a mesh test. Please refer to the following article for instructions: Mesh test guide: Improve your network performance. Once completed, please share the results.

Additionally, could you please let me know if replacing the Ethernet cable made any difference? Have you noticed any improvement since changing the DNS settings?

Please don’t hesitate to reach out if you have any questions.

Best regards,

Ana

[lusvin]

Hi @Arnieapproves,

Thank you for your reply and to try another way to solve the concern. I’m sorry to hear that the situation persists. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.