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?

[RJBC]

It was annoying how much time this took, but my mesh is now working wonderfully. I finally disconnected every point, labeled each one as to usual location in my home, then set them all together, less than a foot from the router/modem and my iPhone. I rebooted the router…and my iPhone, then followed every step meticulously spelled out in the Google Home app. I had a false start or two as I recall, but I took my time, carefully read each step, factory resetting each point, and did not hurry or rush. The “thinking” time (processing each point) was a longer time than I thought it would be, but eventually everything clicked, all points registered on my app, all the lights turned white again, and I replaced them in their assigned rooms. Many of my dreaded imaginings were just that. It was a time consuming process, but I had a happy ending…and am back to loving my speedy Google mesh Wi-Fi. 

[gwinegarden]

Mine is running, as well, but I live in fear of the issue returning as it has, in the past.  Right now, I am realizing that the Home app is virtually useless.  It has, virtually, no idea what is going on in my network.

It tells me that the network was down for days (!!).  It tells me that devices that are up and running are offline.  It tells me that unknown devices have "joined the network" with very little information and no way to block them.  It is useless in controlling settings as is possible with other routers.  

Other than that, everything is peachy.

[Jeff]

I'm happy to hear things are still running well, gwinegarden. Sorry about the oddities you're seeing in the Home app. When you see these unknown devices, are they connecting once and just going into the previous devices, or do they connect often?

Thanks,

Jeff

[gwinegarden]

I cannot say.  By the time I see the notification they are offline.

[Jeff]

Thanks for letting me know, gwinegarden.

Chasing down unknown devices can be a bit tricky, as you're finding out. We do have an article with some suggestions, which you can see here: https://goo.gle/3RMdXAa. Give the suggested steps a try and see if that gets you any closer to sorting out what's happening. If you're still stumped, let me know and we can keep looking into things.

Thanks,

Jeff

[Jhonleanmel]

Hey folks, 

Thanks again for helping here, @Jeff. 

@gwinegarden, I hope you've got the answer you're looking for. If you're still in need of any assistance, feel free to let us know. 

Best,
Mel

[Jhonleanmel]

Hey there, 

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,
Mel

[gwinegarden]

Questions, no.  Concerns, yes but we all know there are no answers.

[Jhonleanmel]

Hi gwinegarden,

Thanks for getting back to us. 

The software update is rolling out now. It goes out in waves to devices and everyone will have it within the next 1-2 weeks. It really could land any day and you won't need to do anything to receive the update, it will download and install automatically for you. If you have other questions, let me know.

Best,
Mel

[gwinegarden]

Hopefully, it will improve things.  Thanks.

[Jhonleanmel]

Hi gwinegarden,

We appreciate your patience.

Regards,

Mel

[Jhonleanmel]

Hi gwinegarden,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[gwinegarden]

Got an update to the app.  But, no improvement.  Tells me that my network was down, yesterday, for 18 hours.  I, now, have a new device named "Microsoft" on my network.  Again, no idea what it is.  

[Jhonleanmel]

Hi gwinegarden,

Thanks for the update. Could you factory reset your network and setup your Wifi network under a different Home structure.

Keep us posted,

Mel

[gwinegarden]

Sorry, no. 

I have done that 3 times and have no intention of doing it again unless absolutely necessary.

[Jhonleanmel]

Hi gwinegarden,

Thanks for getting back to us and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Shulie]

Help - My nest wifi point also go offline often - I have 5 wifi points and they randomly go offline all the time. Is there someone who can help me - I don't know what to do, my house isn't that big they go from Great connection to offline in exactly same spot with same cord, etc.  

Wifi Router 

Model:h2D

Software version: 14150.43.81

WIFI POINTS: 

MOdel: H2E

software version 1.54.294928

[Jhonleanmel]

Hi Shulie,

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

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices?

Give these steps a try:

1. 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.
2. Remove any special characters in your network name and password.
3. Turn off IPv6.
4. Set a custom DNS at 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.
5. Unplug the power from your Google Wifi devices for 2 minutes.
6. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Dankster]

I have just one way point that has the same issue where it goes offline I've factory reset it I've removed and readded it I don't know wat else I can do

[Jhonleanmel]

Hi Dankster,

Thanks for letting us know ― let's get this sorted out.

A quick question: how did you factory reset your Google Wifi point?

Best,

Mel

[Dankster]

I master reset it through the app

[Jhonleanmel]

Hi Dankster,

Thanks for getting back to us. A quick question: do you have the Google Nest Wifi point or the Google Wifi? The Google Wifi has the reset button on the back while the Google Nest Wifi point has the reset button on the bottom.
 

Best,

Mel

[Jhonleanmel]

Hi Dankster,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[aatienza]

Hey there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

I appreciate the help, Mel.

Thanks,

Archie

[Dankster]

It's the Google mesh wifi routers 

[WifiBroken]

My 4 ac1304 access points always show offline in the home app. I have done resets through the home app and using the physical buttons several times. The problem never goes away. Additionally, several times a day my internet connection goes down completely. Resetting my modem sometimes, but not always, corrects it. Stranger still is the fact that when the internet connection is down, I can still ping ip address on the internet. 

The Google Wifi product has essentially become useless. How can I go about  getting a refund from Google or some replacement/upgraded hardware if this doesn’t get resolved FAST. 

[Jhonleanmel]

Hi everyone,

@WifiBroken, 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.
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.

Let us know how it goes.

Best,

Mel

[WifiBroken]

Bulletproof glass, that’s a good one. Any chance I could get a real solution instead of a canned response?

[Jhonleanmel]

Hi folks,

@WifiBroken and @gwinegarden, I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Dankster]

I just submitted the form

[WifiBroken]

A deeper look? What have you been doing in the year this thread has been active? The only info that form requests that isn’t in this thread ad nauseam is my phone number and address—for what? So I can be an unpaid beta tester for you? I’m about at the point where I want money refunded or new equipment sent out. 

[gwinegarden]

Tried it.  Useless.

[Jeff]

Hey WifiBroken,

Did you see the link to the form that Mel posted? Go ahead and get that form filled out and we will be able to help you deeper with your situation.

Thanks,

Jeff

[gwinegarden]

I have given this information countless times, online, on the phone, and via email.  It hasn't helped so far.  What will be different this time?

[Jeff]

I hadn't seen that your form had been received, WifiBroken, so I wanted to make sure you had been able to submit that. What the form does is passes your information on to a higher tier of support and they'll have more options for helping you out than we have here on the forum. If you filled it out, you'll get contacted via email with the next steps you'll need to take.

Thanks,

Jeff

[WifiBroken]

Jeff, if you are addressing me stop replying to gwinegarden. 

[Jeff]

Hey WifiBroken,

It looks like it keeps defaulting replies to the OP, but hopefully this is working correctly now. But to reiterate what I was saying earlier is that filling out the form puts you in contact with an internal support team and they can go into more depth with you on your specific situation and look closer at your devices than we can do over the forum. Once they're in touch with you, they will take over the troubleshooting process.

Thanks,

Jeff

[Jhonleanmel]

Hey everyone,

@JeffC, thanks for the help.

@WifiBroken, checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[WifiBroken]

Yeah, my question is WHEN are you guys going to refund, replace, or fix?

[Jhonleanmel]

Hey WifiBroken, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

Best,

Mel