Google Wifi Mesh Dropping Intermittently All Day

[bryher]

Starting my own thread with the hope of finally resolving this ongoing issue....

• Most devices on my Google Mesh drop intermittently multiple times throughout the day. Its been happening for some time now and each time I've tried to work directly with Google support they just have me reset, unplug, each puck, restart, etc - the same thing every time - with no resolution. Each time I google (funny) the problem I see so many people with the same issue and no result.  One last ditch effort here before I give up, try a different brand, and never buy from Google again. 
  
  
• I purchased my original mesh (3 pucks) back in 2018 from Amazon. At the time the product was "Google WiFi system, 3-Pack - Router replacement for whole home coverage (NLS-1304-25)" . Also purchased an additional puck in 2021 (Google Nest Wifi -  AC2200 - Mesh WiFi System -  Wifi Router - 2200 Sq Ft Coverage - 1 pack). 
  
  
• I have Xfinity internet service using a router provided by Xfinity. Whenenver I connect directly to the Xfinity wifi I have no issues.  Anytime I'm on the Google wifi I experience the problems.
  
  

Its so bad that I've instructed everyone in the family to stop connecting to the Google Wifi points. I'm pretty tech saavy but not a networking expert. I'm about to give up and write this off as a lost cause!

[Gusjr]

I’m on the same boat. Been having issues for the past couple of days. My dad reached out he was also experiencing issues recently so it has to be the product. Wondering if a recent firmware was released. Any way to check? 

[ChargePositif]

Good luck. I own the Google Nest Wifi Pro 6e mesh system (I purchased several months ago, and am now outside of the return window) and they can't figure out why my satellite nodes keep dropping offline randomly and for random lengths of time. I tried the suggestions from the specialist on The Google Nest Customer Care Team who reached out, but that did nothing but consume my time.

I'm now reluctantly considering spending yet more money on another mesh wifi system from a different brand since Google doesn't seem to have a solid understanding of why this is happening.

[bryher]

I'm looking into starting a class action lawsuit against Google for this.  I've never done this before and just started so no idea what will happen.  

[AbigailF]

Hello folks,

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

@bryher and @ChargePositif, I’m sorry to hear about your experience. I’d like to check on this. Could you provide the case ID number of your interaction with our Google support?

@Gusjrm, you mentioned that your dad reached out. Do you mean he also sought help from our Google support?

We’ll wait for your update.

Best,
Abi

[bryher]

Hi Abi, thanks for responding.  Unfortunately I don't have any of the case numbers for my chats and calls.  All I find on here are what seems like hundreds of the same complaints, complicated updates and changes to people's ISP and modems, and zero real solutions. I shouldn't have to make any changes to my router/modem. Google changed something, now the devices are unreliable, Google doesn't seem to know why (or won't share), nor do they provide a suitable solution.  All the while so many people are out a good deal of money. 

With all of these similar posts can you tell us if Google is aware of the consistent issue? 

[AbigailF]

Hi bryher,

Thanks for the update. Normally, you'd get an email from our Google support team regarding any needed information from you. In that email it should show your case ID number. Could you please check if you got any email from them? It would help me check the case and get in touch with the people working on your issue so I can cross off all the troubleshooting steps that have been done already. I'll wait for your update.

Cheers,
Abi

[bryher]

Hi Abigail, I search with no success on finding the previous ticket numbers.   With that said can you help by guiding us to a published, full set of troubleshooting steps and recommendations to deal with this widespread issue? The last thing I have time for is to spend an hour or more with an agent having me perform standard things like unplugging power, cables, rebooting and resetting devices that never seems to work.  At the same time approaches that involve me messing with my ISP router is not something I want to mess with.  I'd really like a clear explanation from Google as to what might be happening with a clear path to resolution.  Is that possible? 

[ChargePositif]

Hi Abi,

Sorry for the delay, but I've been rather busy the last couple of weeks.

My info is: Google Support Inquiry: Case ID [1-5590000033390]

Cheers,

- John

[ChargePositif]

Hi Abi,

I'm following up here again, as well as on another couple of message threads...

-----

I've been working with "Neil" on the Google Wifi Care team, and I was asked to swap one of the "remote" mesh nodes with the "base router" mesh node to see if that made any difference. The short answer is that it did before it didn't. The "working" two-node mesh lasted for just under 8 hours before the "remote" mesh node went offline; a state that the "remote" mesh node maintains as I type this.

The last message I received from "Neil" was the process to follow to replace one of my nodes. Unfortunately I don't want a replacement node because I don't believe anything will change. I don't believe that a replacement node will magically heal a combination of hardware/firmware/software that has no business being called a wifi mesh system. At best it is three wifi routers that work well on their own, but don't play well with others. As such I have requested that Google refund my full purchase price and pay for return shipping. That said I expect to be as disappointed with Google's response to my refund request as I have been with their response to the problems with the Google Nest Wifi Pro 6e "mesh system," and the performance of the Google Nest Wifi Pro 6e "mesh system." I'm putting mesh system in quotes because it's not actually a working system, even though it was sold as one.

[bryher]

Hi Abigail, any chance to review my above posts? thx

[bryher]

@AbigailF so basically if we can't find ticket #s for past issues there's no other way you can help here? 

[AbigailF]

Hi folks,

@bryher, we don’t have a specific article for your exact issue but we have one that tackles different network issues with steps that you can do. You can read it here. The reason for this is because there are many factors that could possibly cause your mesh network to drop. We can’t generalize it in one article so our process is to have a senior specialist guide our customers first. If all steps are done and the issue persists, our Google support team escalates the case. 

It's possible that your case has been escalated already. We can confirm this once we know the case ID number. Could you try doing a quick search on your mailbox? Please check if there were any emails from Google support. I’ll wait for your update.

@ChargePositif, I see that our Google support was able to provide a resolution for your case. Feel free to reply to this thread if you have any other questions. We’ll be here to help.
 

Best,
Abi

[Kasa4000]

• I have the same issue with my Google Dot Mesh. Is there anyway I can diagnose why this happens?

[LovelyM]

Hi folks, 

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from all of you — I'd like to make sure everything is working well on your end. 

Best, 
Lovely

[LovelyM]

Hello there, 

It looks like we've slowed down here. We'll be closing up the thread in the next day unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.

Thanks, 
Lovely

[Fedupwithgoogl]

I am having the same issues. Nodes just drop out for no reason. Spend time rebooting the whole network and then it can't decide whether it is great or weak connection. Signal drops at key moments. Whilst I am reasonably tech savvy the key reason I bought the mesh is because it is a straightforward plug and play solution. If I wanted to spend lots of time analysing the issues and working out a solution I could have bought something else. I can see this issue has existed for years. I am going to return my nodes and look for an alternative. Sorry Google too late. 

[AbigailF]

Hey everyone,
 

@Kasa4000, I’m sorry to hear you’re also having this issue.

A few questions: 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:
 

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• 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.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• 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.
• Unplug the power from your Google Wifi devices for 2 minutes. You may skip this step if you’ve done it already.
• If the issue persists, try factory resetting your network. Take note that this will delete all network data. You may use the same network name and password so that your devices reconnect automatically.

Let us know how it goes.
 

@Fedupwithgoogl, we’re sad to see you go. If ever you change your mind, we’ll always be here to help you out.

Cheers,

Abi