Google Nest WiFi connectivity issues

[AnbaOz]

Around five weeks ago I started experiencing WiFi dropouts on my old Google WiFi system. Thinking my Google WiFi, first gen, was perhaps at the end of its lifespan I went and purchased a brand new Nest router and two points. Unfortunately my issues remain - the only change being that on the Nest I can see an orange/yellow light come on between 15-20 times per hour every day.

In consultation with my ISP (Aussie Broadband), confirming the NBN signal into my house is fine, and Google Support I have tried the following:

• ethernet cable directly from NBN box/modem to laptop - works fine
• ethernet cable directly from Nest router to laptop - works fine
• tested different ethernet cables from NBN box to Router and from Router to switch - no change 
• spent an obscene amount of money on switches and ethernet ports in the house so we can hardwire as many devices as possible - everything wired works fine
• Completed several restarts of WiFi using Google Home app - no change
• power cycled NBN box/modem, router and nest WiFi points - no change
• factory reset using home app - no change
• factory reset manually - no change
• Google support have escalated to tier 2 support three days ago - no response so far

We’re getting pretty desperate to resolve this. As much as we’re lucky we can hardwire some devices our kids’ school laptops don’t have ethernet ports and with school back on Tuesday we need to get this fixed ASAP. 

Would appreciate anyone who have any ideas I can try!

Thanks in advance 

[AdelaideSA]

i've have just switched to working full time from home and having to Hotspot off my phone for any internet connection to my MacBook Air. I have spoken a number of time to Aussie Broadband, confirming the NBN signal into my house is strong. I spoke to Google Support this morning who were suggesting it was my MacBook Air, which works on every other network OK but not our Google Nest:

• ethernet cable directly from NBN box/modem to laptop - works fine
• ethernet cable directly from Nest router to laptop - works fine
• tested different ethernet cables from NBN box to Router and from Router to switch - no change 
• spent an obscene amount of money on switches and ethernet ports in the house so we can hardwire as many devices as possible - everything wired works fine
• Completed several restarts of WiFi using Google Home app - no change
• power cycled NBN box/modem, router and nest WiFi points - no change
• factory reset using home app - no change
• factory reset manually - no change

I've turned off IPv6 on the Google Home app and done the same on the MacBook Air and now have spent hours wasted on just getting my laptop to connect to my phone internet.

Help

[Dianajw]

I've had issues with Apple products before.  Try turning off your MacBook Air cloud sync for a bit and then try to connect.  Sometimes this does the trick.  You can readjust the bandwidth so that it is constrained a bit.  This happens because the bandwidth upstream is not the same as downstream. Let me know how it goes.

[Jhonleanmel]

Hi everyone,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hey there,

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.

Best, 
Mel

[Dianajw]

I'm confused by your message.  There is ongoing discussion on this thread... just this past week.  Why are you archiving it?  There is clearly issues with the Google Wifi and the posts are current.  What would prompt shutting down the conversation?

[Jhonleanmel]

Hi Dianajw,

Thanks for the update. I'm sorry you are still having issues with your Google Wifi. Were you able to try the steps provided above?

Cheers,

Mel

[Jhonleanmel]

Hey folks,

Thanks for posting and apologies for the late reply.

Thanks for this useful information, Dianajw.

AdelaideSA, are devices connected to Wi-Fi having the same issue?

Are you still having the same issue, AnbaOz? 

Try these steps: make sure that there are no special characters in your network name and password. Also, try to change the password on Google Wifi's network.

Let me know how it goes.

Best,

Mel

[MsAlbee]

Jeff,

My problem is no where as complex as previous members.  I have a Google Home Mini (Gen 3) that will not connect to wifi.    I have factory reset and all the guidance given but Google Mini will not connect.  Voice commands are currently being acknowledged thru my Android phone but previously voice responce from Mini was active.

Thanks

[Jhonleanmel]

Hi MsAlbee,

Thanks for posting, let's get this sorted out.

To confirm, are you using a Google Wifi network? What message are you getting when you're trying to connect your Google Home Mini to your network?

Keep us posted.

Best,

Mel

[cattboy]

Hi @Jhonleanmel  & @Jeff 

I'm having the same issue with WiFi connectivity drops every 15-30 minutes for 5-30 seconds, across multiple devices (tablets/PCs/etc) on Google Nest Mesh WiFi w/ 2 Points, using both 5ghz & 2.4ghz bands

Issue started ~5 months ago.  Another thread was discussing a firmware patch to fix it with ver. 14150.43.80. 

I'm on the following;

• My router firmware ver. 14150.43.81
• My points software ver. 1.54.294928

I just went though the process of factory resetting my Router & 2 Points, still no luck, issue persists

I'm also an Aussie Broadband customer.

My ISPs coaxial connection's plugged into a HFC modem, that's plugged directly into the Mesh Router v2 using the meshes provided CAT cable.

HFC modem brand/model

Arris/CM8200B P2

*Note. I have a computer plugged into the spare port on the Nest Router and have 0 connection issues on that wired connection.

Let me know what else you need and I'm happy to

Thank you

[Jhonleanmel]

Hi folks,

@MsAlbee, I'm sorry for the delay. I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

@cattboy, 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. 

Thanks,
Mel

[Jhonleanmel]

Hey there,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

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.

Best,
Mel