Google Nest Wifi Access Point occasionally loses internet connectivity

[Robert-R]

This started happening about 6 months ago.  Every few days some devices in my home can no longer connect to the internet.  I've figured out it's the ones that are using the Google Nest Access Point.  If I just reboot that Access Point everything is fine.  I also do the "Test Mesh" feature almost daily and it normally says "Great Connection".  However, when it starts having issues it'll sometimes show only Good or even Weak connection.  Nothing has moved in the house or anything.  If I just recycle the access point when this happens everything is good and the connection goes back to Great.

I've done a factory reset of the access point and the problem still persists.  I'm thinking that maybe the issue is on the main Nest Wifi Router side?  I really don't want to factory reset that one unless someone knows an easy way to backup/restore the settings.

So, my options seem to be:

1.  Maybe factory reset the main router and cross my fingers. 

2.  Buy a new Google Nest access point.

Anyone have any other ideas or have seen this issue?

[Mabecorp]

I am having the same issue, it just started yesterday. So I am interested in any answers as well.

[Robert-R]

I was just on a call with support and they got logs and stuff.  He said to reply back to my case after 24 hours.  I'll be sure to update if we find anything.

[Robert-R]

One thing I didn't check when this happens is the color of the status light on the access point.  Support wanted to know if it had turned yellow or anything.  I'll be sure to check that before I power recycle it next time this happens.

[Mabecorp]

Ok sounds good. 

[eran]

Same issue... every 2-3 weeks, no wifi, I have to unplug the nest wifi access point, open the google home app, restart access point, wait, run a mesh test, fails, rerun, fails, rerun, works. Called their support, it's been open for more than 24 hours... I'm contacting Amazon for a full return and refund, maybe their mesh is better... at least you deal with Amazon support and not Google support 😉

[Robert-R]

When it happens to me I just unplug/plugin the access point and wait a few minutes and it's back.  Very annoying though.

[Robert-R]

Ok, my Access Point did disconnect yesterday again.  I went to it and realized only the router has a status light on it, so nothing to really see on the access point.  It did show offline in the home app at this point.  The good news is that my logs were being collected by google for 24 hours so I responded to my support case and hopefully they have some good data to work with....  

Yes, I'm an optimist.

[Mabecorp]

How did you reach google? is there a contact number? 

[Robert-R]

This one led to the callback option: https://support.google.com/googlenest/gethelp

Filled out the first few questions and then it prompted me to have support call me and they actually did... like within 2 minutes.  Then the support person could even get into my network and see all my settings after I responded to a security link they sent me.

[Robert-R]

Another bonus is that I'm on Google Fiber so they can't really use the ISP as an excuse for any issues 😉

[Robert-R]

Well, I never heard back on that support case after the issue happened last week.  However, I do think it MAY be related to the signal the mesh has.  Even thought the mesh test says "Strong Connection", last week I saw it become weak and even disconnect from the mesh.  So, I moved the point about 6 inches further out from where it is now.  My thoughts on this are that even though I'm not in a large house, the point is directly up and across the stairs and through a corner into the next room.  I think the stairs are the issue, but I don't have any other location upstairs closer unless I put it in my upstairs room which is the same side of the house as the router, which maybe I'll do if I need to.

It seems to me the smart mesh antennas can have a "great connection" but sometimes if it fluctuates, it just doesn't seem to recover like it used to.  That could be a firmware issue with the way the internal antennas work maybe that it runs into problems and doesn't really recover right with the signal.  I don't know.

However, it's been a little while since I moved the point just a little and now it's stayed solid.  Either that, or a firmware update to the point rolled out that I don't know about.

[Jeff]

Hi, Robert-R.

Sorry you are still having issues. Would you be able to share the case ID number you got from support? I can jump in here and that will help me look up what's going on in your situation. I'll be happy to help out here on this. I look forward to hearing from you.

Thanks.

[Robert-R]

Here's my case I'd.

Your Google Support Inquiry: Case ID [8-8417000031933]

[Robert-R]

For the record, my mesh connection is still showing strong.  I haven't had the disconnect in almost a week now.

[Jeff]

Thanks for providing that, Robert-R. I can use that going forward as we look into things.

I'm also happy to hear it's been stable. Let's keep an eye on that and see if it holds for you. It would be great if we finally got to a stable point there.

[Jeff]

Hey, Robert-R.

I just wanted to check in again and see if you were still seeing a stable connection here. If anything isn't working quite right, just let me know.

Thanks.

[Robert-R]

Everything is still solid and mesh is showing "Great Connection".  Not exactly sure what changed, but it seems good now.  Only thing I've done is move the point 6 inches.  But the mesh connection has not waffled at all.

[Jeff]

Hey, Robert-R.

It's possible that the recent firmware update helped sort out your issues. I'll keep this open a few more days before marking it as resolved so we can make sure things stay stable.

Thanks.

[Jeff]

Hi again, Robert-R.

I just wanted to follow up and see if everything was still running stable for you. If you've had any issues, let me know.

Thanks.

[Jeff]

Hey, everyone.
It looks like we've slowed down here again. We'll be closing up the thread 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.

[Robert-R]

Ok, sorry, but it's happening again.  The only difference now is that when the mesh goes from great to good and then weak and then starts to disconnect, I could usually just restart the access point.  However, now, that doesn't matter.  I have to reset the nest router for it to then have a great mesh connection again.  So, this is slightly different in the resolution behavior than what I think was fixed with a firmware update on the point side.  I waited a minute with the point unplugged and plugged it in and it still was weak on the mesh test in my recent disconnects where before the latest firmware patch that was the fix.  Now it seems like the issue is more in the router end.  For now I actually just unplugged the point so my network is stable since the router does reach my entire house... just not the backyard like it could with the point.

[Robert-R]

I did a factory reset of my nest router a couple of days ago.  So far so good.

[Jeff]

Thanks for the update, Robert-R. I'm glad to see it working better. Before we mark this as resolved, let's give it a few days to make sure things stay stable for you. I'll keep the thread open for a few more days and check back in with you.

Thanks.

[Jeff]

Hey, Robert-R.

If we're still running smoothly, I'll go ahead and mark this one as resolved. Let me know if you've seen any issues arise. 

Thanks.

[Robert-R]

Well, the access point went back to a week connection today so I just restarted the whole network and then everything was fine within a minute or two. But it seems less rare that this pops up now but still a bummer. I just checked the mesh network a couple times a day and as soon as it doesn't say great and drops too weak. I know it's time to reboot and then everything is great again. Doesn't make much sense though.

[Jeff]

Hey, Robert-R.

We definitely don't want you to have to continually be rebooting things to make things work. That's not a convenient situation and it's not the experience we'd like you to have with the product. I'll continue to look into this and if I can find out more about what's going on and make more recommendations, I'll return back and update things.

Thanks,

- Jeff

[Jeff]

Hi again, Robert-R.

It's been a little over a week since I last touched base. While I don't have any new info yet, I didn't want you to think I had abandoned you on this. While I'm waiting for info, have you happened to have seen any changes in your situation for better or worse?

Thanks,

- Jeff

[EdwardT]

Hi Robert-R,

Just checking in to make sure that you've seen Jeffrey's response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.
 

Thanks,

Edward

[Robert-R]

I say we just close this at this time. Thanks.

[EdwardT]

Hi Robert-R,

Thanks for the response.  I will be locking this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward