Google Nest Wifi Router and Access Point Dropping Connection Constantly

[djacks203]

I'm using a standard Docsis 3.1 Cable Modem Model MB8600 with Wow Internet service. This does not have router functionality so it can only be used as a modem, and there is not a bridge setting to toggle. 

Steps Completed

• Check Modem/Router Settings: If you're using a modem/router combo from your Internet Service Provider (ISP), ensure it is set to bridge mode. This is to avoid double NAT (Network Address Translation) issues which can cause connectivity problems. If you're not sure how to do this, contact your ISP for assistance.
• Reduce Interference: Ensure there is minimal to no interference (from elements such as concrete, bulletproof glass, metal, mirror, etc.) and that the WiFi points are no more than two rooms apart.
• Review Network Name and Password: Remove any special characters in your network name and password.
• Change IPv6 Settings: If your network uses IPv6, try turning it off as some devices may have issues with this newer network protocol.
• Change DNS Server: Change your DNS server to 8.8.8.8 on the primary and 8.8.4.4 on the secondary server.
• Power Cycle: Unplug the power from your Google WiFi devices for 2 minutes, then plug it back in. This can sometimes resolve temporary connectivity issues.
• Factory Reset: If the issue persists, try factory resetting your network. Be warned this will erase all your current settings, and they'll need to be reconfigured.

I have a ticket open that the chat support rep escalated. He gave me a turnaround time of 72 hours. 

If they cannot fix it will they issue a refund or send you a new version of this equipment? I am honestly starting to question why I always buy pixel phones and google products at this point. I recently had a Pixel 5a get bricked as well and I had to fight for an extended warranty. I guess one year of functioning without a complete meltdown is what your 300$ (google wifi) or 450$ (google pixel) buys you at this point? I just want to be an informed consumer moving forward and make smarter choices. 

Is there anything I missed here in terms of troubleshooting steps?

Thanks

[LovelyM]

Hello djacks203,

Thanks for reaching out and providing the steps that you've taken to resolve your concern. This certainly hasn't been easy on you. 

I've already sent a follow-up to the agent who's working on your case. Daniel should be able to reach out to you soon, so please bear with us. 

Sincerely,
Lovely

[djacks203]

Thank you. 

[LovelyM]

Hi djacks203,

I just want to share with you that Daniel has already replied to you via email. Please check your Inbox and feel free to get back to him if the steps that he provided helped with your issue or not.

Feel free to let me know if you have additional concerns or questions.

Cheers,
Lovely

[LovelyM]

Hey djacks203,

I want to ensure you are good to go. Please reply to this thread if you still need assistance so I can give you a helping hand.

Sincerely, 
Lovely

[LovelyM]

Hello there,

It's me again. I'll be locking this thread in the next 24 hours. If you have new issues, updates or discussion topics, feel free to start a new thread here in the Community.

Best,
Lovely