Google WiFi model 1304 kicking off all my 2.4 ghz devices

[Arrgh]

Two days ago several 2.4ghz devices just stopped working and I cannot reconnect them. Lost my Ecobee, a Roku and some smart switches.  They all work with my hotspot on 2.4 but none will reconnect to my Google router.

[jonstrong]

Since the instabilities started in September, this happened to me a couple of times -- several IoT devices, including my Nest doorbell/camera, Wyze garage door controllers, TP LInk outlets, Lutron switches and more disconnected from the mesh. It was several hours before they all managed to reconnect. I wasn't positive, but my impression was that it was a byproduct of various nodes in the mesh getting their firmware updates. I'll be curious to learn whether your devices can reconnect over the next 24 hours.

[Jeff]

Hi Arrgh,

Are you still seeing your devices dropping out? If so, do they reconnect eventually on their own, or do they stay disconnected? Would it be possible for you to run a mesh test and share the results of your network connection strength for your WiFi points here?

Thanks,
Jeff

[AbigailF]

Hey everyone,

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

Best, 
Abi

[AbigailF]

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.

Regards,
Abi

[jonstrong]

I've seen your comments on this and other threads. I've filled out the requested form but never had any serious feedback. I've followed official setup instructions and made sure my configuration is correct. I've got the current firmware. With Verizon FiOS providing 850 to 900 mb signal to my Nest base router, WiFi - even when only 10 to 15 ft from that router averages about 120 to 150 Mbps even with no obstructions. This is measured, with the same results on my Chromebook and on various speed test apps on Pixel 7 Pro. Frankly, I'm still incredibly disappointed. 

[AbigailF]

Hello jonstrong, 

Our apologies for the delay. We've sent a follow-up to the team handling your case. 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, 
Abi

[jonstrong]

Abi - this is especially disturbing. You indicate that this thread will be closed and any follow up will be via email. That tells me that subsequent discussion will be out of sight from this community. I request and urge you to conduct the discussion here in the open, where it can serve to help others as well as illustrate Google working through issues with users. Please don't lock this thread. 

- Jon

[AbigailF]

Hey jonstrong,

We’re sorry you feel that way. I'll keep this thread open, but please be advised that as Community specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. 

Our senior support team, the one handling your case, will be working with you one-on-one to make sure you receive the support needed to resolve your issue. Continuing your conversation through email helps to avoid confusion.

Thanks,
Abi

[jonstrong]

Abi -

Unfortunately, after all I've posted and after filling out the requested form, the support team did write back to me and concluded that I had a double NAT problem and suggested that I switch my ISPs router to Bridge Mode. Unfortunate because I already indicated in a couple of posts here that my ISP router IS in bridge mode and has been since day one. You may recall that I mentioned that I've been in IT for decades, having worked in pretty much every role from developer to architect to CIO / CTO a few times, and I'm currently CTO overseeing tech that supports several tens of thousands of users. Simplistic "solutions" like telling me I've got a double NATing issue when this is a topic I got past decades ago (nothing unique about this with Nest WiFi) serve nobody's interests. 

What the team here and the remote support team ignore is that my system, and those of virtually everyone here, were fine for years - until Google started pushing modified firmware that completely altered the mesh behavior. 

The fact that all the issues reported here are remarkably consistent, and all the replies from Google seem to ignore the fact that systems worked for years up until the firmware changes were pushed, gives the impression that Google support is unwilling to confront the actual issues users are reporting.

BTW: I'm not a Google basher at all. I've been a huge proponent of Google for years. I was an early adopter of Google WiFi. I have Nest cameras, Pixel phones (love them), numerous Google and Nest speakers and displays. I'm a big fan of the whole ecosystem. Frankly, this recent issue (since September) is the first time I've had a seriously negative experience with Google. I would love to see this worked out and be able to recommend Nest WiFi to friends and family again as I have in past years.

Can we please get someone here who is willing and able to talk about changes in the firmware and how they may have affected our experience? 

[AbigailF]

Hi jonstrong,

We understand where you're coming from and we've taken note of all the additional details you've mentioned. I've relayed it to the senior support handling your case. Rest assured that they'll send an email update shortly. Keep your lines open for now. We'll keep this thread open for a few more days so you can also post your updates.

Best,
Abi

[jonstrong]

Thank you Abi. I appreciate that 

[Jeff]

Hey jonstrong,

It's been a while since we touched base on this, but I wanted to check in and see if you were able to get this sorted out or to see if you were still having troubles with this same problem. Let me know if we can help out more in any way.

Thanks,
Jeff

[Jeff]

Hey jonstrong,

I just wanted to follow up once more to see if you were still needing some help here. If so, just let us know.

Thanks,
Jeff

[AbigailF]

Hello again jonstrong,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Cheers, 
Abi