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Google Nest Wifi Router - Hangs

adir1
Community Member

We have been happy with our Nest WiFi router for at least a year, until few weeks ago problems started. I suspect this is firmware update, but I spent an hour with support person and he couldn't find anything wrong.

Randomly every 1-2 days the router becomes Extremely slow. Wireless speeds from all devices shows 1Mbps or less. WIRED connection also super slow, and has Jitter even pinging directly from my connected PC to Hub itself, over 1Gbps Cat 6 cable. Normally that ping shows <1ms, it becomes sporadic 200-800ms ping.

The simple way to fix it is to reboot the router - don't even need to unplug power, simply clicking "Restart Network" on Google Home app - resolves the issue for all devices, including wired and wireless.

To me this is obviously firmware bug of some sort that gets Hub into "stuck" state, resolvable only by boot. I don't know how it gets into that state, we haven't found anything consistent that causes it - although it has happened at least 6 times over the last 2 weeks or so. And yes, one of these times the Hub completely hung also - that is, wasn't able to respond to any PINGs at all or pass any packets. I had to unplug power and reconnect it, to resolve that time.

Anyone else seeing this? Any ideas? Someone from Google reading this?

1 Recommended Answer

Hi,

I also decided to try your suggestion and factory reset the Nest router and access point last night. This was after it got stuck again last night.

So far today everything is working fine, but will keep monitoring it - often it happened only once every 2-3 days.

Thanks,
Adi

View Recommended Answer in original post

28 REPLIES 28

adir1
Community Member

To add: This is H2D model, with Hub and 1 Mesh, connected to ATT 1Gbps Fiber Internet. Software Version: 14150.43.81

The tech support asked me to switch it to Google DNS, but it made no difference at all.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi. I'd love to know more about this and I have a few questions:

 

  • Are you using a modem and router combo?
  • What’s the color of the light on the parent point? 
  • Is there a switch on the network?

Looking forward to your response.

 

Thanks,

Edward

adir1
Community Member

Happened twice or thrice since that post.

I have 8-port switch behind router, and ATT Fiber router/modem in IP-Passthrough mode in front of it.

Soft-Reset via "Network Restart" in Google Home App always fixes it. Issues experienced via upstairs Google WiFi Mesh hotspot - confirmed today by loud complaints from my daughter who was upstairs, and my son who was downstairs...

Again - we were happy customers for about a year, until these issues started recently.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for the response. To isolate the issue, could you try changing your DNS? Here's how:

 

  1. Open the Google Home app.
  2. Tap Wi-Fi > Settings > Advanced Networking.
  3. Tap DNS.
  4. Select Custom and enter “8.8.8.8” and “8.8.4.4”.
  5. Tap Save.

Let us know how it goes.

 

Thanks,

Edward

adir1
Community Member

I think I mentioned earlier - this is the first thing Nest tech also requested me to do, so I have done that about a month back.

There was no change in the problem at all, it continued the same after that. 

EdwardT
Community Specialist
Community Specialist

Hi adir1,

 

Thanks for the response. Could you share the case number of your interaction with our team so I could check the troubleshooting steps that you've done and its results?

 

Thanks,

Edward

No switch in my network anywhere, current path is:

Fibre-to-the-home Modem - WAN into Nest Wifi, 1x Nest Point

The parent point light is solid white when all is running - I will check again on the next slow down

(I'm in the  UK)

Thanks for looking into it

lessermoora
Community Member

Getting exactly the same issue, been going on for a few months now. Likewise a soft reset of the network sorts it out for a while, until the next time .

adir1
Community Member

Is there any way to schedule auto-reboot - once a day or once a week? I know my previous routers had that feature available.

I can add one positive that during the last few days I didn't hit this issue, so far...

EdwardT
Community Specialist
Community Specialist

Hi adir1,

 

Thanks for the update. I'm afraid we don't have an option to schedule a reboot for your Google Wifi. I'm glad to hear that it's working fine so far. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

adir1
Community Member

Unfortunately it happened again late yesterday - soft-reboot again instantly resolved the issue...

I continue to monitor it closely.

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@EdwardT, we appreciate your helpful responses.

@adir1, thanks for getting back to us, and sorry for the delay. Chiming in to ensure everything is good here.

 

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

 

Thanks,
Mel

Had to reboot it yesterday again, happens still every other day or so. I even replaced 8-port switch which was behind the router, no change.

Jhonleanmel
Community Specialist
Community Specialist

Hi adir1,

 

Thanks for the update. Could you try updating your DNS? Here's how:

 

  1. Open the Google Home app.
  2. Tap Wi-Fi > Settings > Advanced Networking.
  3. Tap DNS.
  4. Select ISP
  5. Tap Save.
  6. Unplug the power from your Google Wifi network for 2 minutes.

Let us know how it goes.

 

Thanks,

Mel

Hi everyone,

I have tried the ISP DNS to no major improvement.

Interestingly in the last hang, I tried a speed test va Fast.com which showed the following:

Speed 2.5Mbps (I usually get around 170)

Latency - Unloaded 5ms, Loaded 508ms

Upload 22Mbps (usually around 40-50)

 

That loaded latency seems to tie to the slow response and speed issue?

Hi lessermoora,

 

Thanks for getting back to us.

 

Could you factory reset your network? Check this guide on how to Factory reset Google Nest Wifi or Google Wifi devices.

 

Keep us posted.

 

Thanks,

Mel

Hi lessermoora,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

Hi,

I also decided to try your suggestion and factory reset the Nest router and access point last night. This was after it got stuck again last night.

So far today everything is working fine, but will keep monitoring it - often it happened only once every 2-3 days.

Thanks,
Adi

Jhonleanmel
Community Specialist
Community Specialist

Hi adir1,

 

Thanks for the update and for doing the steps above. Let us know if you have other questions or concerns ― we'd love to help.

 

Best,

Mel

Hi adir1,

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

Princesss
Community Specialist
Community Specialist

Hello there,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.
 

Best,

Princess

I haven’t had chance to factory reset yet, but am still experiencing occasional slow downs. A quick reboot sorts the problem until the next time it happens. 

Hey folks,

 

@Princesss, thanks for the follow up.

@lessermoora, we appreciate you getting back to us. If the issue happens again, I suggest factory reset your network.

 

If you're still in need of any assistance, feel free to let us know.

 

Regards,
Mel

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

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.

Thanks,
Mel

I haven't seen the issue return since factory reset. There are still minor slowdowns on wireless, and almost always router doesn't show proper status in the Google Home App. But those are minor for me, and happy to see the main lock-up issue go away. So I clicked Accept on that suggestion. Thanks everyone!

Jhonleanmel
Community Specialist
Community Specialist

Hey adir1, 

Awesome — glad to hear that and thanks for getting back to us. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Cheers, 
Mel

Hi adir1,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Mel