Google Nest not working or slow

[Jaron]

Hi,

My google Nest is giving problems. The connectivity is either slow or not working at all. Can mostly not perform speedtest or access nest device settings. I have unplugged and reconnected router, restarted google Nest, unplugged Google Nest, closed the Google app. All this has at best only temporarily helped.

[Frank1989]

Looks like my router software updated automatically to 14150.376.32, It was 14150.43.81 last week. after the update, My internet speed limited to 100Mbps, in my case, it was 500Mbps last week. I connected to my ISP router, still 500Mbps. No sure what's going on with google nest routers. my Asus ET12 and AX86 will coming tomorrow...

[Frank1989]

In the google nest WiFi network, type in testwifi.here/api/v1/status will give you a system report

[Jaron]

Hi Frank, thanks for tip. What does the report tell me? The network remains unstable.  

dns": {
      "mode": "automatic",
      "servers": [ "62.58.153.220", "62.58.48.30", "192.168.1.1" ]
   },
   "setupState": "GWIFI_OOBE_COMPLETE",
   "software": {
      "blockingUpdate": 1,
      "softwareVersion": "14150.376.32",
      "updateChannel": "stable-channel",
      "updateNewVersion": "0.0.0.0",
      "updateProgress": 0.0,
      "updateRequired": false,
      "updateStatus": "idle"
   },
   "system": {
      "countryCode": "fr",
      "groupRole": "root",
      "hardwareId": "MISTRAL D2I-A2B-A3Q-I3K",
      "lan0Link": false,
      "ledAnimation": "CONNECTED",
      "ledIntensity": 30,
      "modelId": "MISTRAL",
      "oobeDetailedStatus": "JOIN_AND_REGISTRATION_STAGE_DEVICE_ONLINE",
      "uptime": 236876
   },
   "vorlonInfo": {
      "migrationMode": "voobed"
   },
   "wan": {
      "captivePortal": false,
      "ethernetLink": true,
      "gatewayIpAddress": "192.168.1.1",
      "invalidCredentials": false,
      "ipAddress": true,
      "ipMethod": "dhcp",
      "ipPrefixLength": 24,
      "leaseDurationSeconds": 86400,
      "localIpAddress": "192.168.1.11",
      "nameServers": [ "62.58.153.220", "62.58.48.30", "192.168.1.1" ],
      "online": true,
      "pppoeDetected": false,
      "vlanScanAttemptCount": 0,
      "vlanScanComplete": true

[Frank1989]

Your software been automatically updated to version 4150.376.32 recently, after that update, the internet connection speed been downgrade to 100Mbps from 1000Mbps, not sure what Google's intention for that, I guess need wait they send out a fix. try speed test in nest WiFi network, then try connect to your ISP router directly do a speed test, see if there is a difference.  

[Jhonleanmel]

Hey folks,

Thanks for posting — let's see what's going on. 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

Give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Jaron]

Hi Mel, not sure on this as setup is same as before; points are less then 4 meters away/apart, no special characters, ipv6 off. Have not tried changing the dns server settings as this is outside of my comfort zone. 

[Jaron]

Hi Frank, I checked speed and on ISP router (56 mbps on 5ghz) is faster then Nest WiFi (42 mbps)

[Frank1989]

Hi Mel,

Thanks for response, Nest router new firmware has bug, big problem, please let your team know.

Can't wait for them to fix the bug, I just installed Asus routers, everything back to normal, as it should be.

Best regards,

Frank

[Jaron]

Hi Mel & Frank, would the big fix resolve my issues? When will the big fix be released? Annoying to have a non reliable WiFi network. 

[Frank1989]

I'm a long time Google WiFi user, I had 4 old Google WiFi units replaced 2 years ago by  3 Nest WiFi hubs and one Nest WiFi point. The system has been stable for years, and started to have problems a few months ago, and got worse after last week's update. I feel something related to the new Nest Pro release. I have a large place that needs WiFI cover, my big fix is two Asus ET12 plus one AX86U with wired backhaul. Installed yesterday, WiFi problem fixed. for smaller space, one RT-AX86U should be enough. 

[Jaron]

My nest WiFi is not even a year old. It would not economically make sense to already replace it. 

[Jhonleanmel]

Hey everyone,

Thanks fro getting back to us, @Frank1989 and @Jaron.

Could you try updating your DNS as suggested above?

Keep us posted.

Best,

Mel

[Jaron]

Hi Mel, can you provide me some detailed instructions on how to do that?

Additional info: WiFi point go offline and can only be restarted by unplugging. All worked fine till recently. Nothing was changed in settings or setup, so can no explain the bad performance. 

[Frank1989]

Hi, Mel,

Thanks for the follow up, I'm using Google's DNS server all the time. Nest WIFI team screwed up all the existing customers for the new Nest WIFI pro launch, as they did for the nest cameras. I don't think they will correct it soon, so I'm out, my new Asus router works great.

[Jaron]

Hi Mel, can you let me (and others) know if this is correct? J

[Jhonleanmel]

Hey folks,

@Frank1989, we understand. If you ever change your mind, we'll be here to help. 

@Jaron, here's how to update your DNS server:

1. Open the Google Home app.
2. Tap Wi-Fi, and then Settings, and then Advanced Networking.
3. Tap DNS.
4. Put 8.8.8.8 on the primary server and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
5. Unplug the power from your Google Wifi devices for 2 minutes.

Keep us posted.

Best,

Mel

[Jaron]

Hi Mel, On 3 rd step I get following options: Automatic (current setting), isp or custom. Which one should I use to make suggested changes? 

[Jhonleanmel]

Hi Jaron,

Select 'Custom' so you can manually type in the suggested DNS servers.

Best,

Mel

[Frank1989]

Hi Mel, 

As a business owner and network engineer, I couldn't understand the logic for Nest use firmware to significantly downgraded customer's Nest WiFi hub performance, It must be a very difficult situation for the team to tell the world. will keep monitoring the future firmware updates, see if they can fix it.

[Jhonleanmel]

Hi Frank1989,

Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Frank1989]

Hi Mel,

Contact info filled, thanks!

Frank

[Jhonleanmel]

Hey there,

@Frank1989, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

@Jaron, have you had the chance to update your DNS server? If so, how was it?
 

Best,

Mel

[JenniferV]

Hi Jaron,

How's it going? Still need help?

Thanks,

Jennifer

[Jaron]

Hi, Unfortunately not much change or improvement. One WiFi point indicating weak signal while it is only few meters away from another WiFi point. 

[Frank1989]

Looks like they did some fix, now my Nest WiFi internet speed test back to 500mbps, which is my cable company provide. 

[Frank1989]

But mesh connection still miserable, it could not detect wired backhaul 

[Jhonleanmel]

Hi folks,

@Jaron, I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

@Frank1989, thanks for the update. I suggest continuing the conversation with our support team so they can provide further help and other options.

Best,

Mel

[Jaron]

Thanks Mel. Form sent. 

[Jhonleanmel]

Hey Jaron, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Mel