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Google Wi-Fi has been going offline a lot…

Jhaallenh
Community Member

My google Wi-Fi has been going down a lot at random times. A reboot seems to always resolve.  I’ve seen some other posts about others having same issues but haven’t seen any solutions.  My firmware is 14150.43.81.  

14 REPLIES 14

Luis-Arango
Community Member

Same issue here. One Nest router and two google wifi points and they keep going down and even showing that they are offline when they are not since you can access them directly with the home app. This issue seems to be wider and a lot of people is experiencing the same problema but so far google seems not to take action about it at least nothing that you can rely as an answer or a guide to solve the problem.

 

If the problem persist without solutions from Google it is time to change to another brand/manufacturer/solution.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

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

 

  • What's the status light of your Google Wifi when it goes offline?
  • Are there any devices near your Google Wifi points that could cause interference?
  • Are you using a modem / router combo?

Looking forward to your response.

 

Thanks,

Edward

Hello. Thank for your questions and interest. Here the aswers.

1. Status of the light in the Google Wifi  devices (the two I mentioned) were solid white and even though they App showed them as offline. Restarting them didn't change the offline status in the app and the light statued kept showing a solid white. Only after I manually restarted the Nest Router is when everything started to work as expected and the Google Wifi devices started to show online in the app.

 

2. None that I can think of or that I can see as something causing an interference.

 

3. I use a fiber optic modem/tv/telephone device with router capabilities given by my telco.  I deactivated its wifi option and connect it to the Nest Router using an ethernet cable.

 

As per today problem is gone, since I manually restarted the Nest Router.

 

I willkKeep you posted if I still get intermittence in the internet wireless signal or the Google Wifi points start showing as offline or devices are not able to connect to the Google Wifi points.

 

You can see below screenshots of my phone using the Home App and showing the offline status, while they were actually online according to the white solid light status.

 

GoogleWifiPoint.jpgScreenshot_20220815-120500_Home.jpgDenInfo.jpg

 

 

 

 

 

 

 

 

 

 

 

Regards

 

The status light was solid white which indicated it was still connected.
Keep in mind, my current setup had been working fine for a couple of years up until a few months ago when it startled going down intermittently.  
I’ve since done a factory reset which is/was a HUGE pain since you have to reconnect individually every device, plug, Roku, etc.  so far it has not gone down.   I've also enabled IPv6
I have 2 satellites as well.
 

Well, it was a good couple of days but internet just went down again.  White light is solid on router but no internet.  Connected directly to cable modem and internet is fine and fast so problem definitely in the nest.  Rebooted and it was up for about 10 minutes then back down again. I’ve been a HUGE fan of the google nest, but this is getting old.  Found myself shopping other mesh networks today.  Please fix this so I don’t have to change!

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for the update. Just to isolate the issue, could you try changing the DNS on the Google Home app? 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

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

I had used someone else's suggestion below and replaced with 1.1.1.1 and 1.0.0.1.   I turned OFF IPv6 though.  So far so good.   I will try the above if I have any further trouble.  Thanks for the follow up.

EdwardT
Community Specialist
Community Specialist

Hi Jhaallenh,

 

Thanks for the update. I'm glad to hear that it's working so far. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

Jeff
Community Specialist
Community Specialist

Hi Jhaallenh,

 

I just wanted to check in once more to see if everything was working well for you still. If you're all set, we can go ahead and mark this as resolved.

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi all,

As we got our resolution here, I'm going to mark this one as resolved in the next 24 hours. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to let me know before the lock.

Thanks,
Jeff

78912
Community Member

There is another thread about this - it was happening to me - see the thread I made some changes and it hasn't happened to me for a while.

https://www.googlenestcommunity.com/t5/Nest-Wifi/Home-App-shows-offline-but-also-it-s-online/m-p/219...

Damagemanual
Community Member

I just installed the nest wifi about two weeks ago, I'm seeing the exact same issue with the same firmware. It's not the modem's issue network is just fine when connected to that. If I pull the power to the router, things will fire back up again for a few hours then drop again. Sometimes if I level everything alone the router seems to recover on its own. 

This isn't a great introduction to the product, I'm about ready to return it...