Google Nest Wifi Point Still Goes Offline

[IanJamesOz]

Even though Google claimed to have fixed this problem last year and closed the associated thread, one of my Wifi Points still keeps going offline every few days! It's so annoying having to repeatedly power cycle the Wifi Point to get it working again. When it's working normally the mesh test says it has a great connection to the Google Nest Router. 

Did Google's promised firmware update actually fix the problem? If so why does my wifi point still keep dropping out? 

[LovelyM]

Hi folks, 

@DennyB, it seems like our specialist team has already contacted you over email.

For those who haven't filled out the form, please go ahead and submit one so we can take a closer look at your issue.

Kind regards, 
Lovely

[IanJamesOz]

Hi Abi,
So much for filling out the form! I submitted it over 6 months ago (on 02/11/2022) and still no response from Google.
😞   Ian James

[LovelyM]

Hey Cesarh7, 

Since you are having the same issues as the others, kindly submit a form to us so we can assist you over email.

Thanks, 
Lovely

[AbigailF]

Hi again everyone, 

It's me again. Just checking in if you had the chance to fill out the form. Let us know if you have any issues and we'll help out.

Best, 
Abi

[IanJamesOz]

Hi Abi, 

I submitted the form two days ago. I look forward to hearing Google's response, especially given that more people are contributing to this thread with the same issue. My own Wifi Point has continued to drop out... at least 3 times in the past 9 days.

Will Google Support be communicating directly with those of us who have filled out the form? 

Regards, Ian 

[DennyB]

After flawless performance for a month or so, one of my points is offline again.

[Yev1]

Hi Abigail,

I wanted to weight in that I am experiencing the same issues others have had with a wifi point randomly going off line. This has been an issue since I originally purchased the Google mesh system 2 years ago. sometimes it works for months, then it will randomly start disconnecting every few days, and which point I check these formuns and find that there is no fix and the issue still exists. then I power cycle the point when it goes off line and it helps for a day or two and then repeats. 

I have confirmed that I don't have ipv6 enabled and I am connected directly to a modem (not router combo) with no other routers in the home network. 

I filled out the form as well, if that helps. 

My preference now would be to get a refund for my google mesh system because it's a problem that seems like it won't get solved any time soon. Please assist with a recommended next step. 

I look forrlward to your reply. Thanks. 😃 

[IanJamesOz]

Hi Yev (cc AbigailF ),T
I wouldn't hold your breath on Google coming up with a fix (and definitely not a refund). There are a host of other people on this thread who have received no response Google that leads to the problem being resolved.

 

[Yev1]

thanks for the update Ian. sorry to hear everyone's having issues that aren't getting resolved. it doesn't make for a good user experience at all. 

It seems like the solution people have taken is to get a different router. anyone have mesh routers that you can recommend? Something with a web interface not just app, and possible wired back haul would be great. 

[Bill18]

You understand that changing the network password will require me to reset over 30 devices, right? My network worked flawlessly until the end of 2022, then suddenly became unstable. This is clearly a problem with one of the automatic updates - which should be fixed by Google. I have hesitated to throw out all of my Nest devices (13) and never again buy another Google product, but these ridiculous "solutions" and avoidance of responsibility to maintain Google products are pushing me there.

[IanJamesOz]

Hi DennyB, 

The Google Home app is misleading when it comes to mesh tests. When you click on a Wifi Point it shows you the result of the previous test (even if it was days ago), not the current status. To check the current status you have to select Run Mesh Test and wait for the test to finish. 

[DennyB]

Right.  I always do that after a power reset, and it always shows "great connection."

[CL719]

Hi

i have my best connected to my ASUS router. I was reading that bridge mode shouldn’t be used on the nest is that correct

[DennyB]

Beats me.  I don't know if the Nest and ASUS mesh router back hauls are compatible.

[DennyB]

Point is off-line again.  Tried twice to reset power but it didn't work this time.  Moved the offline point to within 15 feet clear line-of-sight to the base router and tried again.  Running the mesh test then showed BOTH points off-line.  Rebooted base router and now the second point is back on line, but the first one is still off-line.  Unplugged all three units at the same time and disconnected base from cable modem, then plugged everything back in and it's all finally working again.

[IanJamesOz]

Ghastly! As per your previous post my Wifi Points have both been behaving for the last month after frequently going offline. I hope I'm not heading for the same experience as you! 

[DennyB]

This afternoon the other point went off line.  Fortunately, this time power recycling of just that point solved the problem (for now).

[DennyB]

And now the first point went off line again -- both in the same afternoon!  Recycling power fixed it.  It may be time to start shopping around for a new mesh router.

[ETbull]

Same problem here. Before finding this thread I’ve called and spoken to  customer three times to troubleshoot the modem. They’re all from India and always tell me to reset the modem and set up the device in the app from scratch. Hasn’t worked, so frustrating to waste my time on this. Then I see this thread and discover it’s a common problem. If Google can’t fix their crappy modem a refund should be given because I’m going to have to buy another- and I guarantee it won’t be a Google product. 

[DennyB]

Despite Google Home always reporting a "Great connection" to both of my points -- when they are online -- I moved the one that most frequently drops off about 10-15 feet closer to the base router to see if it helped.  It worked for a few days, but today it went offline again.  Power recycle restored it and again Home reports "Great connection."  This was the final straw for me.  I would like to have some confidence that my smart home controls and security will be working when I'm away from home. 

[Mike174]

I can’t believe this is still happening. My neighbor switched from coax to fiber thinking that was the problem. I’m waiting to hear if the problem reappears with fiber since both of use have google wifi and thought performance issues were caused by the ISP. Pathetic . 

[Anonymous]

Think I found the solution…

I had 1 wifi point that kept going offline constantly and at random.  I edited my password and deleted all special characters such as - and @ ect, rebooted entire network and have had no issues since. All points now stay online.

[IanJamesOz]

Thanks @Anonymous. Google also suggested this as a possible solution. However this is a totally unrealistic solution for me in practice. I'd have to reconnect over 30 devices to my network without any guarantee from Google that this will fix the problem.

If you're willing to report on this forum say weekly and let us know if you've had any dropouts that'd be great. 

[Anonymous]

I also have a lot of devices connected and it’s a pain adding passwords to every device again. But after trying everything else Google suggested this seems to be the only solution that has worked for me.

it has been over 1 week  and I have been monitoring several times a day in the home app, no drop outs at all. 

[Anonymous]

After a great 2 and a half weeks with no problems it’s gone offline again! Google really need  to sort this problem out…Went offline Tuesday 13th.

[Chgosprtmn23]

Same issue here.  We have 3 points.  Basement(internet feed), main floor and 2nd floor.  Main floor closet to basement main connection consistently goes off line.

[DennyB]

I'm afraid my patience ran out and I retired my Nest mesh routers for another brand.  Good luck, all!

[Anonymous]

I’m thinking the same…At my wits end with Google. Might go for the eero mesh system. Thank god the rest of my devices are Apple. 

[AntKneeA]

Sadly, i'm adding myself to the number of people experiencing this issue.  This system was AWESOME when I first set it up about 3 years ago.  My issues started last month and has been progressively getting worse.  I have two AC2200 (one acts as a router and one acts as a point) and one AC1200.  The second AC2200 which is acting as just a point is the one that has started to go offline almost daily now.  I've even gone so far as to plug it in to a smart switch and have a scheduled reboot of it in the middle of the night, but that hasn't seemed to work.  The AC1200 has gone offline only 2-3x so far after the AC2200 started acting up.  Just like everyone else, the mesh system all show great connection.  Over time the two points go to good connection, then eventually weak connection, then offline.  The AC1200 is my furthest point with the 2nd AC2200 being the mid-point, so it's kind of expected that the AC1200 goes to weak connection after the AC2200 takes a dump.  I've waited to see if the AC2200 will reconnect on it's own, but only a reboot fixes the issue with it.  I'm rebooting it 2x daily now it seems.

With as many people having issues with these devices i'm so surprised it's taking Google this long to resolve an issue.  First tier support across the board is also a joke.  I had to turn to twitter to be able to contact upper tier Google support to help with my Google Fi issues earlier in the year.  Not really confidence building, and i'm fully invested in the Google ecosystem.

I'm still hoping for a fix to this very expensive mesh system.  I refuse to repeat all the unsuccessful steps that Google has put everyone else through when it doesn't resolve the issue.

[Pocketesq]

Hi, I am glad to find this thread and find that I'm not the only one- I have always had trouble with this one particular Wi-Fi point in my mesh and it is frustrating when you unplug it and put it back in again swap the cable. It's still powers up but then shuts itself off and goes offline after a few days. I tried all the things that have been recommended in this thread but none of them have worked either as it's still shuts down- Also tried the standard reset and also factory reset with no avail. It is frustrating that there is no internal troubleshooting option to determine whether it's the actual physical hardware itself or something software based (Not that it would probably help me. I'm not that technical)  but it does seem to be that particular unit so a replacement would make sense? Thanks