Google Nest router with Spectrum, keeps losing internet

[mohlmeier]

I have been having this issue for several weeks now.  On Tuesday mornings my Google Nest router loses internet.  I have to power down everything and then restart them one by one to get it to reconnect.  The first time this happened, I called Spectrum.  They couldn't find anything wrong on their end, but noticed my modem was eligible for an upgrade, so they suggest I exchange it.  I don't remember which modem I had previously, but they gave me an ET2251 modem only.  I hooked it up and after calling into Spectrum support, I was able to get it working and hook my Google Nest to it.  The next Tuesday, the issue happened again, but I couldn't get the Google router to reconnect to the modem.  I search on the forums here and found a similar issue, and the user was able to get the Google router to work after connecting another wifi router to the Spectrum modem and then connecting the Google router to the wifi router.  I still had a Spectrum router SAC2V1K, so I connected it between the modem and Google router and was able to get it to work.  I know that is not the ideal configuration but was the only way I could get the google router to work.  The problem is, it continues to do the same disconnect every Tuesday  morning.  A couple of weeks ago, I called Google support when it happened, but they couldn't get it work either, connecting the Google router directly the Spectrum modem.  They kept saying the problem was with the modem.  I called Spectrum support and they said everything was fine with the modem.  We eventually hooked the Spectrum router back up to prove that the internet was coming from the modem and it was.  Then we connected the google router back to the Spectrum router and it worked, but we never could get the Google router to work when it was connected directly to the modem.

I would like to be able to get the Google router working when it is connected to the Spectrum modem, but the bigger problem for me is why it disconnects every Tuesday morning.  I work from home and every time it disconnects, it's always at a bad time.  I have found that when Google router loses internet, I can connect my work laptop to the Spectrum Router Wifi and get back to work.  Then when I get to good stopping point, I can power everything off and then back on and the google router will work until the next Tuesday.

[Kgeorgie22]

I’m having the same problem did you figure anything out? House is getting cold

[mohlmeier]

Nope.  Just a temporary workaround of using another router between the Spectrum modem and the Google router.  Even then it loses internet at least once a week and I have to restart everything.

[AbigailF]

Hello folks,

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

I’d like to isolate the issue first. Whenever you lose your Internet connection every Tuesday, have you tried connecting a computer directly to your modem to see if there will be a connection?

We’ll wait for your update.

Cheers,
Abi

[mohlmeier]

My laptop doesn't have an ethernet port so it's difficult to try that.  The Spectrum router that is connected to the modem does not lose internet.  it is only the google router that loses internet.

[mohlmeier]

Update.  It lost internet again this morning, almost like it is on some sort of schedule.  It happens almost every Tuesday between 11am & Noon Central time.

[AbigailF]

Hi mohlmeier,

Thanks for the update. You mentioned that you were in contact with our Google support. Could you provide the case ID number so I can take a look?

Best,
Abi

[mohlmeier]

Sure.  8-3422000033180

[mohlmeier]

Lost internet through the Google router last Monday, again this Monday and again Today (Tuesday).  Every time, internet has still been fine from the Spectrum modem.

[AbigailF]

Hello mohlmeier,

Apologies for the late reply. I've sent a follow-up to the Google support team handling your case. You should be getting an email from them shortly. Let us know if you have any other questions. We'll be happy to help out.

Regards,
Abi

[AbigailF]

Hey again mohlmeier,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Thanks, 
Abi

[mohlmeier]

Hi Abi,

I haven't heard anything back from them yet.  I had Spectrum come out on 2/26 to check everything on their end and they did not find any problems.  They even replaced the modem, but unfortunately it is still an ET2251, which is all they said they had.  Since then the Google router has lost internet 5 more times.

2/27 9am, 2/28 11am, 3/6 12pm, 3/7 11am & 3/7 3pm.

[AbigailF]

Hi there mohlmeier,

Thanks for the update. I've checked your case and saw that the Google support handling your case is working on it. You should get a reply from them shortly. If you have any other questions or clarifications, you can always reply to this thread. We'll be happy to help.

Cheers,
Abi

[AbigailF]

Hello everyone,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Abi

[AbigailF]

Hi again folks,

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,
Abi

[mohlmeier]

I have been working with Google support, but so far, no solution to my problem and it continues to happen multiple times a week.

[AbigailF]

Hey mohlmeier,

I saw your email to our senior specialist. They got your reply and they’re currently working on your case. They’ll get back to you as soon as they have an update. We appreciate your patience on this matter.

Regards,
Abi

[AbigailF]

Hi again mohlmeier,

It's me again. Just checking in if you still need help. Feel free to reply to this thread if you still have any clarifications.

Cheers,
Abi

[mohlmeier]

I emailed support on 3/20 with more details from the last drop, but haven't heard back.

[AbigailF]

Hey mohlmeier,

My apologies for the late response. I've sent a follow-up to our team and I'll get back to you once I hear back from them. We appreciate your patience on this.

Best,
Abi

[AbigailF]

Hi again,

I've checked your case and saw that you are already in contact with our team. They received your last email and will be updating you shortly. Feel free to reply to this thread should you have any other questions.

Regards,
Abi