Google WiFi points go offline

[gwinegarden]

Google WiFi (not Nest) points go offline randomly.  The units are only a month old.  Connection will, suddenly drop. The light on the point is white but not online, according to the app.  I have to unplug to get them back up.  Tried to reboot the network via the Home app but nothing happened.  After I unplug, the Home app adds to the grief as it tends to still say the point is offline when it is back up.  This has happened to two points, so far.  

One additional thing.  As the other two units are, apparently, still online why do I not just connect to one of the other points?  Isn't that the whole idea?

[Jhonleanmel]

Hey WifiBroken, 

Checking back in — have you had the chance to reply to our support's email?

Best, 
Mel

[WifiBroken]

Are you playing some kind of joke on me?

[Jhonleanmel]

Hi WifiBroken,

Our support team has sent you an email. I suggest continuing the conversation there to avoid confusion.

Best regards,

Mel

[Jhonleanmel]

Hey WifiBroken,

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

Best, 
Mel

[WifiBroken]

I’m still an unhappy customer. The only question I have which is still, when should I be expecting a fix, refund, or replacement?

[Jhonleanmel]

Hi WifiBroken,

I'm sorry for the inconvenience this has caused you. Our support team has sent you an email and I suggest replying to that so they can check and help you further.

Thanks,

Mel

[WifiBroken]

Nobody at Google is sorry about this inconvenience. Your support team's email to me asked me to do MORE troubleshooting. Instead of fixing anything or even being helpful, you're creating additional burden on top of a problem I'm experiencing. I want working replacement hardware even if you have to upgrade me at your expense or a refund so I can buy another mesh wifi system that actually works. If you can't make this happen Mel then you need to escalate me to someone that can.

[Jhonleanmel]

Hi WifiBroken,

Thanks for the update and sorry that you feel this way. Our support team needs to gather the status report and the diagnostic report from your network so they can check what is happening to your devices. This gives us a clear picture of why this issue is persistent in your network after trying the steps suggested above.

Best,

Mel

[AbigailF]

Hey WifiBroken,

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

Best, 
Abi

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[WifiBroken]

Do not lock the thread. You have not provided a fix and I believe others are still having the issue. Just because we've given up on you for support does not mean you get to give up on providing a solution.

[WifiBroken]

Are you talking to me Jeff? Because you replied to gwinegarden. And if you read MY post, you'd know that I did see Mel's form. Care to explain what "deeper" help actually means? Sounds like more B.S. to me.

The only reason I can think of to provide my phone and address is to receive replacement equipment or a refund from you. Is that where you are going with this?

[Blackspear]

I am receiving utter nonsense from Google Support in relation to one of my points going off-line:

Your Google Support Inquiry: Case ID [4-4406000033181]

I was talking with my team and they told me that you will need to ask for the VLAN ID of your network to your Internet Service Provider so this way we can investigate further.

As my ISP doesn’t use VLAN, my ISP Exetel, use dynamic carrier grade IP address provisioning, as well as static IP addresses and Google Support are WELL AWARE OF THIS with previous case history.

A single point continually going offline has nothing whatsoever to do with my ISP or in fact my LAN – that is absolute utter nonsense; it has everything to do with that point itself being faulty and needing replacement.

Below is from my previous case history where continual utter nonsense was refuted by my ISP:

19/06/2021, 11:32 am

Your Google Support Enquiry: Case ID [3-6159000031036]

As a further follow-up to my previous email; Mr Glenn Ward, who is the Director of the Exetel Residential Business Services, has advised in no uncertain terms, that Exetel do NOT use VLAN tagging on their NBN services, and VLAN Tagging can NOT be determined through a IP address.  Exetel only use the industry standard PPPoE.

Exetel is Australia's 5th Largest ISP https://business.exetel.com.au/

[Jhonleanmel]

Hey folks,

@WifiBroken, we apologize if this thread was closed sooner than you would have liked. 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.
@Blackspear, I checked your case and it is has been forwarded to our senior support team who will send you an email shortly.

Best,

Mel

[Jhonleanmel]

Hey there,

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

Best, 
Mel

[Blackspear]

3 weeks later, and still nothing of sense from Google; they are selling a half baked product that cannot use iPv6 and continually goes offline.  I think it is time to take them to court and get my money back - absolutely pathetic so called support from Google; it is non-existent.

[AbigailF]

Hi Blackspear,

Thanks for your patience. I’ve checked your case and sent a follow-up to the support team handling your case. You will be getting an update from them shortly. Please let me know if you have any other questions or concerns and I’ll be happy to help out.

Regards,

Abi

[AbigailF]

Hey folks,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Best, 
Abi

[AbigailF]

Hi everyone,

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

[WifiBroken]

You haven't heard from me? I'm still waiting to hear from you regarding fixes, reimbursements, replacements, etc. You guys have been totally absent.

[AbigailF]

Helllo WifiBroken,

I'm sorry to hear that you're still having issues. Upon checking your case, our support asked for some details and a diagnostic report. Please check the email sent to you and provide the necessary information so they can take a deeper look on your case.

Regards,
Abi

[NeedingHelp]

Wow. Just read through this thread!  I assume it is still open since I can reply. I am sick!!  My google nest has been great, until now. I’m having all the issues mentioned in this thread. I have not done a factory reset yet. And I’m not sure I can. Isn’t there someone to call and actually talk to?  Emailing and talking through this thread is not a very expedient way to resolve issues. At least, that’s what it sounds like. 
Are there any updates on this issue?

[Blackspear]

My experience is they are not fit for purpose, they should never have been released to the market and their so called support, well they need another job, because they are simply useless.

Google Support continually blamed my ISP for why the Nest couldn't get IPv6, sprouting utter nonsense which my ISP was easily able to refute; I have a new Ubiquiti Amplifi Alien Router that has no issues whatsoever in obtaining IPv6.

Google Support said the Nest units were faulty because they continually go offline, and no one there can actually provide any form of technical support for the issue.  Of my own fruition, I discovered by simply swapping around the points, that the issue would remain in particular locations (1 within about 6 meters of the Nest Router through a brick wall, another with direct line of site and about 5 meters away).

I ended up having 2 Nest Routers (1 in Bridge mode so it acted as a point) and 3 points, and they continually went off-line in a small house.  If I swapped around locations they would remain semi-stable.  All points would start out with excellent connectivity and then slowly drop to low and then disconnect; this occurring over hours to a few days.

All have now been sold, and all issues are resolved with a single Ubiquiti Amplifi Alien Router that covers the entire small house, and can actually connect to the neighbour's equipment about 50mt away.

As far as I am concern, these units are utter rubbish, not fit for purpose.  I will never have another Google network product after this nightmare.