Google WiFi not working

[Batt1980]

Need some help. About 3 weeks ago I noticed my work computers zscaler was disconnecting well over 50x a day. After going back and forth with work IT, I noticed at times my Netflix was being interrupted so I thought, hmmm…maybe WiFi issues. Turns out it was but I can’t seem to fix it. 
yesterday I factory reset the entire Google WiFi router and the 2 other pod things. It was working great for 8 straight hours…then disconnected again. I look at the home app and it showed one of the pods was offline again. 
I’m completely stuck on how to fix the issue. The modem is a Netgear Nighthawk cable modem. The modem and Google system are only 6 months old. 

any ideas? And I think you can tell by my use of the phrase ‘pod things’ I’m obviously not well versed in this stuff. 
thanks!!!

Tanya

[Dan_A]

Hi Batt1980,

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Do you have the Internet from your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can 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:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
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. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[Batt1980]

Dan thank you so much for getting back to me....turns out it wasn't anything with the Nest. 

My internet provider came out this morning and noticed the cable going into the modem was black on the inside. They replaced the wire and I have been good to go for the past 6 hours.  I'm hoping this is the end of the issue. 

But thanks so much for checking in. 

T

[Dan_A]

Hey Batt1980,

Perfect! That’s music to both our ears. We’re glad that this has been sorted out, and thank you for updating us on your status. If you have other questions or concerns pertaining to your Nest Wifi router and points, you know where to find us. We’ll help you the best we can.

Cheers,

Dan