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Google Nest Wifi repeatedly drops out & I mean all the time, constant, annoying, unreliable

Surfeddy
Community Member

My Nest Wifi has just started repeatedly dropping out.  All is going fine and then bang, no internet connection.   30 seconds or a 1 minute later and I am up and going again.  This is occurring with the same ISP so I am sure they are not the issue.  I have connected Cat 6 to check the speed and I am getting more than I pay for 100mbs/20mps.  So the NBN & my ISP are delivering the speed I need.  The signal drops on a non discriminatory platform basis.  My Windows Surface is constantly losing the internet connection, as is my iPhone, Ipad, etc.  The only devices that don't as hard wired in with Cat 6.  They always are on and work fine (TV, Sonos, Apple TV).

 

To date I have done all the usual.  Unplugged the NBN router, then the Nest.  Waited 2-5 minutes and then powered on the router and then once I have all green lights the  Nest.  This does nothing.....In frustration I factory reset everything (nest & 2 points) and started again.  Again no improvement.  Urg................

I am imploring someone to help me with this as I can't stand my 6 yr old calling our every 5 mins, "Dad, the internet is down again", or worse my wife saying "After 20 years in IT can't you get this fixed"

So here's hoping someone (please) can provide a resolution to this connectivity issue.   Hey Google please push a firmware update out to me!

13 REPLIES 13

atsang4279
Community Member

I also have a disconnection glitch that destroys my gaming when playing Overwatch on some occasions. We all need a new firmware update that will fix these glitches.

bknyjp
Community Member

Hi everyone - Same issue.

I've had my nest wifi for almost a year and its been amazing! These lasts two months have been hell. My network is CONSTANTLY dropping and is not reliable, at all. I have 'gigablast' internet with my ISP and can barely watch a movie on Hulu/Netflix without a drop. Gaming? Forget it. Can't. It's kind of sad. I work hard and can't even have an outlet to enjoy 'me time'.  I've spoken to google support 4 times via chat and phone. Still no fix. As an fyi, I've taken the following steps:

1. 'Network refreshed' my entire network. Twice. Didn't help. (Unplugged my modem and all points.)

2. Chage the DNS to 'custom' input and the server addresses I was given. Also did this twice. Didn't help.

3. Factory Reset each wifi point. Didn't help.

4. Factory reset my network. Didn't help.

All of this support was via chat and phone. My wifi is still garbage. It's so frustrating. I'm really disappointed with the Google support team, specifically because I feel like they are just giving us (the end users), 'busy work' regarding troubleshooting. Nothing is working.

I would be much happier if they would just admit there is an issue and tell us when we can expect a resolution.

 

Final note - nothing has changed on my network that could trigger the failure. Same network name, same password, pucks are all in the same spot, nothing has changed.

Last note (for real this time) - That's another issue, the pucks are also CONSTANTLY switching from great connection, to weak, to offline (and back again) without being touched in a matter of 5 minutes. What the heck is up withthe mesh?! (Yes, they worked flawlessly before these issues.)

 

slyfox8900
Community Member

This has been an ongoing issue for months now and if you search the forum you'll find something going back as far as september/october time frame. This here : https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-wifi-randomly-going-offline/m-p/54641/emcs_t/S...

 

There has been NO fix, and no way to roll back to an earlier firmware that worked to avoid this. I am having the same issue. 

One person said, disconnecting your points and only leaving the main google router plugged in yielded the best temporary fix. Although this will defeat the point of even  having mesh wifi. 

It's incredibly frustrating. I'm not sure how much longer I can deal with this before I need to consider returning or replacing. It may even have to be something that's returned for a hopeful full refund. The community has been more than patient.

Jeff
Community Specialist
Community Specialist

Hi, Surfeddy.

As others have mentioned, yes, this is part of a known issue that's being worked on by internal teams. I'm sorry you've been dealing with the connection issues and I imagine that's been quite frustrating. While I don't have information as of now for when a fix might be available, I will update things here when I have that info to pass along.

Thanks.

GF1
Community Member

I give zoom lectures worldwide and I cannot continue with this unreliable product.  Since Google's forced update rendered the product useless for its intended purpose, and since we can't roll it back, I suggest Google do a buy-back for every affected product so we can go and invest in a solution that will be stable, now and in the future.

JohnM13
Community Member

Hi Jeff. I recently opened a thread of my own on this issue, and eventually it seemed to be fixed (and you closed the thread). The next day it all started again. I am once again having these same issues. I would ask that I be included in any updates that occur with this issue. Having an entirely Google based ecosystem, including 2 brand new Pixel 6 phones, I would hope for better information dissemination from the company. 

GF1
Community Member

I have lost patience.  I give zoom talks worldwide and I need the kind of rock-solid reliability that my Google Nest Wifi mesh used to provide before September.  I just installed an Eero Pro 6 (three pucks) and will be selling my Google hardware to someone with less demanding needs.

Jeff
Community Specialist
Community Specialist

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone
Just to give some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

Jeff
Community Specialist
Community Specialist

Hi, all.

I just wanted to follow up to see if you saw my replies about the update and to see if you still had any questions here or if you managed to work things out. If you have any questions, please let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

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.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks