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Google Nest Wifi Pro point needs to be restarted periodically

hij2001
Community Member

This is more a performance issue than connectivity, but the categories in the drop-down menu are limited.

I have two WiFi Pro units Model: G6ZUC
Software version: 3.73.406133 configured as one router and one point using wireless backhaul. They have generally been working fine except for one issue that occurs periodically.  While I normally see 650-750Mb/s downstream near the router and 3-400Mb/s from the point at the farthest distance in my house, it will occasionally only provide 25-30MB/s downstream at that farthest point. 

There are no activities or exceptions reported in the Google Home app activity screen after this occurs, and trying to reset the point from the Home app doesn't work.  The system status shows both units online with a Great connection,  running the mesh test has no effect, and reports a great connection.  The only way to resolve it is to unplug the point for 30 seconds and then plug it in to restart.  
This has been an issue with the earlier Software versions as well.

Has anyone else experienced this issue or is there a solution that can be suggested?  

Thanks and regards,

Howard

1 Recommended Answer

sicsacol
Community Specialist
Community Specialist

Hi Everyone, 

 

Thanks for the information. Sorry to hear the previous steps didn't resolve the issue. Our engineers are working on a fix related to the latest Nest Wifi Pro update, and we expect to have an update within the next few days.

 

In the meantime, your input is valuable. Please feel free to send feedback using the methods within the Google Home app.

 

If you have any other information you'd like to share feel free to reply to this post. 

 

Sincerely,

Jonathan

View Recommended Answer in original post

49 REPLIES 49

Evan_Poe
Community Member

I have 6 WiFi Pro nodes running on Verizon Home 5G. I’m having significant data drops in performance that my work computer loses its connection. 

 

My IT department connected and monitored laptop and they are seeing random timeouts and spikes in response. We replaced the laptop, so we know that’s not the issue since this is continuing. My wife works from home and also sees drops occasionally and she is in the same room as the Internet Gateway and the main WiFi Pro. 
I’ve noticed it been getting worse over the last 6 weeks. I also have to restart the points to get it to stabilize but even that doesn’t always work.  It’s really disappointing as I had six first generation Google Wi-Fi nodes. Upgrading extended and stabilized coverage but these drops impacting my work is unacceptable.  Interestingly, we can be streaming YouTube and multiple other services at the same time and no drops. 

sicsacol
Community Specialist
Community Specialist

Hey Everyone, 

 

I'm sorry to hear you're experiencing slowdowns with your Nest Wifi Pro system. There are several reasons why this might happen, including:

  • Wireless Interference from devices like cordless phones, microwaves, or other routers.
  • Software Issues that can be fixed with updates.

 

Here are some steps you can try:

  • Check for Interference: Identify and relocate any electronic devices that might be interfering with the Wi-Fi signal, such as cordless phones, microwaves, or other routers.
  • Update Software: Ensure both your Nest Wifi Pro units are running the latest software version. Updates often include bug fixes and performance improvements. You can check for updates in the Google Home app.
  • Change the DNS: This means the device will automatically offer to receive DNS queries from clients on your network, contact a public DNS server, and respond to your clients with the response. With Nest Wifi and Google Wifi you can set a new DNS server address.
  • Run a 2-minute power cycle: Restarting your router or points can sometimes fix common issues.

By following these steps, you can hopefully identify the cause of the slowdowns and get your Nest Wifi Pro system functioning optimally again. if you have any other questions or concerns feel free to reply to this post.

 

Cheers,

Jonathan

hij2001
Community Member

Jonathan -

 

Thanks for your suggestions.  Unfortunately, these don't seem relevant to my situation.  As noted in my post, I am running the current version of firmware on both my router and point.  There are no interfering devices on the second floor of my house where the point is located, and there is no problem with DNS address resolution.  Once the connection is made, the bandwidth is one tenth what it should be.  It is immediately resolved by restarting only the point through power cycling - software reset through the Google Home app does not seem to do the job.

Regards,

Howard

sicsacol
Community Specialist
Community Specialist

Hi Everyone, 

 

Thanks for the information. Sorry to hear the previous steps didn't resolve the issue. Our engineers are working on a fix related to the latest Nest Wifi Pro update, and we expect to have an update within the next few days.

 

In the meantime, your input is valuable. Please feel free to send feedback using the methods within the Google Home app.

 

If you have any other information you'd like to share feel free to reply to this post. 

 

Sincerely,

Jonathan

hij2001
Community Member

Jonathan - 

Thanks for the followup response!  Sounds like you’ve seen this issue and have identified the root cause. I’ll look forward to the next update!

Regards,

Howard

kea1
Community Member

Hello,

Last week my Nest wifi pro started to disconnect intermittently. At first I thought it was due to the ISP, or the ISP main fiber modem. After checking everything, turns out that the problem is strictly from my Nest. So i decided to factory reset the network as well as the main router point.

After doing the necessary, I started setting up everything from scratch. Setting up the first nest point that is supposed to be LAN connected to the ISP fiber modem. When I reach the step: Connect Ethernet Cable into your nest wifi router's WAN port, and after i connect it. The connection always fails. No matter what i do, I checked my internet router, tried connecting to it to another TP link (worked fine), restarted everything, changed cables. and it would not work.

To my surprise, and to make things more interesting, I realized the nest point, despite flashing a blue light and me not able to set it up, it is actually connected to the internet, and i am able to access it under its factory name: setupXXXX.ynk. So in a way it is working like a regular router. I am not able to customize anything about it. Not able to see it under my google home app, but it is actually connected to the internet and is broadcasting signal. 

 

Any help on this level would be GREATLY appreciated.

 

 

Thank you

I've had Nest Wifi Mesh for over 3 years and combined with my 1000 mbps fiber internet, it's been absolutely amazing for my entire family. 

About a month or so ago, I started having issues and needed to reboot my network at least twice per day. Once rebooted, we seem to be good for a few hours...speed test will be 250+ download and 200+ upload on every device.  After a few hours, though, I will need to reboot or absolutely nothing works within the household. 

I went so far to assume my Nest Wifi equipment was worn out and replaced all the Nest equipment...to only find that the same issue was occurring. 

I've read others posting that they have had the EXACT same issue during the same time frame and everyone is thinking the latest google firmware is the issue. I wanted to post to pile on to see if google can get this abhorrent issue addressed before I am forced, sadly, to move away from Nest.

Have the exact same issue. I have ATT fiber and compared the native wifi from the att box vs the google mesh. att wifi keeps between 600-800mbps while google mesh wifi struggles between 100-200mbps. 

Really frustrated and there is really no help on troubleshooting the expense google mesh.

I'm having similar issues. I have older Nest wifi and the New Wifi pro. The pro is having problems the older one is fine 

Update:  I had to move away from Nest Wifi as I couldn't take the slow speeds and multiple reboots per day any longer (I tried everything and came to the conclusion it was some sort of Google issue).  A few days ago I received the Asus Zen WiFi AX 3-pack and they've been nothing short of a breath of fresh air.  I'm finally utilizing ALL of the 1000 mbps fiber I pay for.  I do miss the more seamless integration to Google Home (Asus has a 3rd party integration), but in the end, it wasn't worth the hassle.

I have Nest WiFi Pro units, and our Pixel phones, Chromebook, Chromecast, security cameras all work fine, but yesterday my wife's Windows laptop stopped getting throughput on the network. It saw the network and connected fine, just no data, until I went into the Home app and gave it priority status. No priority status, no data; priority status, no problem. I couldn't find any recent updates on her laptop, and I don't know how to check when my Pro's software was updated. 

hij2001
Community Member

There’s no update or sw version date, but you can check the version number by going to WiFi in the Google Home app, selecting one of your points or router, and clicking on the gear icon on the upper right.  The portion of the page with the HW & SW version and model numbers looks like this (with your model and IP addresses). 

Wi-Fi Information

WAN IP: 67.186.76.227


LAN IP: 192.168.86.1


Model: G6ZUC


Software version: 3.73.406133

All devices should have the same SW version. 

 

Is the "fix" related to the latest Nest Wifi Pro update released yet?

Saxzter
Community Member

The issue remains, I am experiencing the same as hij2001, and have ever since I bought the system about a year ago. And judging from posts here and in other fora, it has been like this ever since you released the product, so I seriously doubt you are suddenly going to resolve this through a new software version. I am also experiencing exactly the same issue at my cabin, where I am running the old Google Wifi (model AC-1304, SW 14150.376.32). If this had been a car, we would have been looking at a global recall!

Some facts about my installation:
Norway, ISP = Telia, delivering 250/250Mb/s on fiber.
3-pack Google Wifi Nest Pro, Model G6ZUC, SW v3.73.406133, 1 connected to Telia Smart Wifi Router, the 2 others in mesh with reportedly great connection.
I reboot the entire network whenever I experience sluggish behaviour on one or more of ny devices (PC, Mac, AppleTV etc.), which is 1-7 times a week. Before I reboot, I sometimes measure the network. Google Home then always reports approx. 250/250Mb/s bandwith, mostly a little more. But when measuring from any other device on my WLAN, f.ex. my Macbook Air 2023 or Iphone 12 Mini, using SpeedTest(.net), the real bandwith will always be less than 30Mbit/s, today it was 1.0/0.6!!!. After rebooting the Google mesh network, Speedtest will report approx. 250/250Mb/s as expected, until the next time the problem reappears. Which might be today, tomorrow, or next week.
And yes, I have measured bandwith directly on the Telia router, when I have this issue, and it is always in the 250/250 range. And it does not help rebooting the Telia equipment, only rebooting Google WIfi helps.
 

Psv
Community Member

when will be update release.. problem with wifi drop increasing day by day…

It's July. WTH? 

I just had to restart mine again today. Really disappointing.

gamechanger123
Community Member

Update: I finally got rid of the Nest wifi. Switched to using the ATT extenders. They provide 2-3 extenders and each come with an ethernet connection (if you have rooms with ether, you can improve the access point throughput). But such a big improvement. I can get consistent 600-800mbps throughout the house.

Good bye Nest! Also it sucks that there is no update or guidance from Google team. 

degroof
Community Member

We've been having the same problem for about a month. About once a day, data rates will suddenly drop from >500Mbps to ~20Mbps. The only way to fix it is to power down the router and power it back up again.

Extremely inconvenient since we both work from home and are often on video calls during work hours.

We have 2 Nest Wifi Pros. Same model and software version as everyone else here: G6ZUC, 3.73.406133

I see where a specialist indicated a software update "within the next few days", but that was 3 weeks ago.

Any updated ETA on a fix?

Having exact same issue here as well. Thinking of returning mine back to where I bought them as faulty if the next software update does not resolve the issue. 

hij2001
Community Member

Ditto on update ETA request!

LoudT
Community Member

Having the same issue here.  Migrated from the original Nest Wifi which worked flawlessly for years to the Pro which provides significantly faster performance but needs to be rebooted every couple of days.  In addition to the performance drop it also seems to put my network into IP issolation mode so my clients can't talk to each other (e.g. I can't connect to my NAS or use my printer until I reset the network).  A "few days" has been over a month - an updated ETA would be helpful. 

nrushforth
Community Member

Same issue here with not been able to connect to NAS or printer. Restart of network seems to always resolve things but not a practical and workable solution, especially given the cost of the pods. Come on Google it’s been more than a few days and still no sign of an update. Pods are not fit for purpose. You could be looking at a lot of returns if things don’t improve soon. 

fshagsm
Community Member

I'm having the same issue.  Strongly considering returning if google cant figure this out or provide an eta for a software fix

Evan_Poe
Community Member

I fixed my issue by dropping two nodes and running one node per floor. It completely cleared my work laptop dropping connection. I do have to tereboot the nodes occasionally but not all the time like before. 

hij2001
Community Member

Evan -

Thanks for your response!  I only have the router and one point, so reducing the mesh is not an option. 

I don't see the issue as often as some who responded here, but the mesh should be self maintaining, and when the bandwidth drops by a factor of 10 with a "Great Connection" and no error messages reported in the Google Home app, there is something wrong.  In addition, when I do try to reset the point through the app, it doesn't resolve the problem - only a power cycle reset will fix it.  According to Community Specialist @sicsacol six weeks ago, there was supposed to be an "imminent" software update but still no sign of that. 

Very disappointing..😢

It's funny that you say the bandwidth drops by a factor of ten, as that's exactly what I'm experiencing.

nrushforth
Community Member

It’s very quiet from Google about the fix. Maybe the issue is bigger than they thought. Could the Nest WiFi Pro not be fit for purpose?

ccnetwork
Community Member

I  am having the same issue, for over a year my Nest Wifi Pro worked well, no issues. In the last 6 weeks to 2 months, we started having real slow performance check the Internet provider (also Google, 1gig ) and finally determined we needed to restart the network (point and portal) and performance would return for a some days. From these messages, it looks like this is a known issue that corresponds to my 6 week timeframe. When is this going to get fixed? We need a specific date, this is gone on long enough. If Google can't fix this because of a hardware issue, we either need a refund or an exchange to a new version at no cost. 

Well said - Agreed!  When will we get a response, a committed timeline, and a resolution from Google?

burroudc
Community Member

I'll second others comments that I've used the Nest Wifi Pro Mesh routers for well over a year with issues starting 2 months ago. I have to restart my entire mesh network 1-2x a day to keep my Google Nest Cameras and HomeKit setup working. I know things have gone awry when I see disconnections affecting my Homekit devices. 

JSY00
Community Member

I got here by searching for the firmware number, because I had noticed mine 3.73 was newer than the 3.71, i saw on various news posts. It's good to know I'm not crazy, because I started experiencing random, frequent 'drop outs' in the last few months. My wired connections are fine, only wifi is affected. It's troubling to see that this has been reported for so long, but there's been no update from Google.

roblightbody
Community Member

Having the same issue.  speeds drop to 18, but after a "full network restart"  jump back up to 180/200.

Very, very annoying to the point of wanting to chuck the whole lot in the bin.

sldefen25
Community Member

I did...and things have been great ever since. Am amazed google is ignoring this on their own forum.

nrushforth
Community Member

@sicsacol whats the latest? Can I apply for a refund on the grounds that these are not fit for purpose?

LoudT
Community Member

@sicsacol Same situation here.  For the last 2 months I've needed to constantly reboot my network.  The product is simply no longer usable.  I've had to install timers to restart my network every night and even then there are days when I still need to reboot the network.  Simply not acceptable.

fshagsm
Community Member

I came up with an amazing solution.  I returned my nest wifi "pro"s and got a system that works.  Had it for 2 weeks and I haven't had to restart my network once

I'm right behind you.

degroof
Community Member

An odd thing happened. My spouse changed jobs recently, and the router hasn't acted up since the laptop from the previous job was shut down and returned. Not sure if it was the hardware or some app running on it, or it might just be a bizarre coincidence. 

But now I'm wondering if it has something to do with the router's current software not playing nicely with certain hardware or certain apps or some combination of the two. Wild guess: Zoom running on a Macbook Pro.

I'll try to dig up more info about the now-returned laptop and apps. Might help in reproducing the issue.

Will also reply here if the router starts acting up again.