Google nest Wi-Fi keeps disconnecting and reconnecting - Part Deux

[smoody]

There are still LOTS of unhappy Google Wi-Fi customers who have experienced connectivity issues for years with no satisfactory resolution from Google Support. What are you doing to resolve this Google? Releasing a new platform (ie Nest Wi-Fi 6e) that's NOT backward compatible with existing Google hardware and has subpar offerings (1Gb ethernet??) is definitely NOT the answer those of us who've been dealing with this issue for years are looking for...

Could you unlock the original thread so more dissatisfied customers can continue to voice their issues, complaints, and fading hopes for an actual resolution?

Link to Original Thread: https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-nest-Wi-Fi-keeps-disconnecting-and-reconnect...

[BazRat]

Agreed, please unlock the thread

This is still an ongoing issue for me ever since Ive bought the devices last year.  Numerous attempts to fix this that has culminated in changing the DNS:

Primary - 8.8.8.8

Secondary - 8.8.4.4

No preferred functions but seems to just fail after a number of hours then increase in frequency.  If you swap out the Router for a Google WIFI router its all stable but not what was purchased.  This is really an issue and really there is no cure for this and VERY little in the way of feedback from google and NO communication.

Id simply love a bit of a conversation with someone on what will be happening from here so I can decide to cut ties or continue to muddle forwards

Kind regards

Baz

[Daveroeuk]

my update on this situation.

i had problems with the google wifi mesh "micro disconects"  every 2 minutes some disconnects lasted longer than others. ultimately it was unknoticable when brousing or watching streaming like youtube because of buffering. but when i tried to stream a gaming service (requires very good latency) like geforce now it was causing it to be unusable (maybe this is the reason of google stadia downfall)  after lots of testing and messing it was DEFINATLY the router causing the problem as I tested it with gaming software Parsec streaming a game from one PC to another in my house with no outside internet involved and still the same problem. I tried removing EVERYTHING apart from the devices I was testing on and still the same problem.  (this problem also caused out IP babycamera to be unusable!). after some research I decided (crazely) to try out the new google nest mesh model. so bought one of them and now everything works perfect.  I must say I have feel let down by google products here and will be hard sold on continuing with google in the future. the reason I went with the nest mesh is because I can use the old google wifi as a mesh connection point that also has a wired connection point on it.   but this does have a scammy feel to it by forcing people to upgrade. 

TLDR   old google wifi kept disconnecting, bought the new nest mesh router and now works perfect and can use the old wifi as a mesh connection point (but a bit frustrated having to forcibly upgrade, and wont buy google networking again) 

[Lolwtf]

Yeah I couldn’t believe it when they released a new model, if you can’t be trusted to fix the old why would we buy the new?

I have a powered down useless set, couldn’t do my work with them they were so unreliable after that update.

[Daveroeuk]

"if you can’t be trusted to fix the old why would we buy the new?"

I Figured I can buy it from a shop test it out and take it back if it showed any issues. I rly didn't want to continue with Google WiFi but it was the smartest thing for me to do in making the old router a mesh point as apposed to throwing it away. (Also it has wired connection point on the old one that the new mesh points don't have.)

[Jhonleanmel]

Hi Daveroeuk,

I'm sorry that you're still having issues with your Google Nest Wifi network. Have you filled out the form so we can take a look at what's happening?

Best,

Mel

[Dan_A]

Hi folks,

@smoody, I'm happy to say that we got your case already and our team is looking into it to find the best solution. Apologies for the delay and confusion. Our team will reach out via email asap.

@Daveroeuk, could you fill out the form , please? We will find a way and will do our best until we do.

Keep me posted.

Thanks,

Dan

[Dan_A]

Hi Daveroeuk,

We haven't received your form. Have you had a chance filling it out?

Best,

Dan

[Jhonleanmel]

Hi folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[BazRat]

Mostly I just want to know that there is traction on this being FIXED. Against my better judgement I have the nest router in charge of my network again and dropping out like a champ!

Sort this issue please, don't ignore it.

[Jhonleanmel]

Hi BazRat,

Thanks for getting back to us. I've followed up your case with our Support Team so they can help you as soon as possible. We appreciate your patience.

Best,

Mel

[Jhonleanmel]

Hey BazRat,

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

Best, 
Mel

[Wonderbeef]

How is the state of Nest Wifi legal? I bought mine 2 months ago, and it has hardly worked and dropped Zoom calls. Combing through the forums, everyone's solution is to just throw it out.

[Lolwtf]

To my knowledge not using it is the only way to stop it causing issues.

[BLeeVN]

Same as all Comments above. WiFi worked fine up until a year ago. Then after, on a daily basis, WiFi disconnects for no reason. I went and Factory Reset and setup on two occasions. I gave up doing this because it didn't help. Please step up and fix this Google! 

[Jeff]

Hi everyone,

Sorry you're all still seeing continued issues. While we continue to look into things, I do have one thing for you to check in your network settings. Take a look at your network SSID (name) and network password. If you're using any special characters, such as symbols, try replacing those with numbers or letters. We've seen some users remove special characters and find stability on their network after. If that doesn't apply to you, let me know.

Thanks,

Jeff

[Lolwtf]

Jeff, does not apply.

[BazRat]

Thanks for the reply Jeff but no, no special characters in UN or PW for the whole duration of this issue.

None of this has been fixed for Months. I'm suspicious that there isn't a fix for this post the firmware. Where is Google taking this problem? Any idea?

[Jhonleanmel]

Hey everyone,

@Jeff, thanks for the help here.

To all, 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. 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

[smoody]

Hi Jhonleanmel,

This advice has been circulated for quite sometime, many us of have tried the procedure(s) several times to no avail.  

Can we escalate this issue to Google Sr. Management (the “C” suite) so it will have the necessary resources assigned to actually fix the issue and not keep perpetuating the same  ineffective advice that we’ve been getting for quite sometime? 

[Jhonleanmel]

Hi smoody,

Thanks for reaching out 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

[BazRat]

Hi Mel,

With all due respect this would be the second form I've filled out with very little in the way of reply and no meaningful changes. This has "been looked into deeply" for over 12months. The router still doesn't work post a firmware change. It either needs meaningful work or a refund. Either which lip service won't cut it.

So far it's eWaste. What can be done to change that?

[Jhonleanmel]

Hey BazRat, 

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. 

Also, please continue the conversation there to avoid confusion.

Cheers, 
Mel

[Azarco]

Hey folks,

smoody, have you had the chance to fill out the form? 

For everyone, let us know if you are still having any trouble from here, as we would be happy to take a closer look and assist you further.

Best,

Alex

[smoody]

Hi Azarco,

I've filled out the form twice previously, isn't that enough??

[Jhonleanmel]

Hi smoody,

We haven't seen your form. Could you fill out the form again with your email and username? 

Thanks,

Mel

[smoody]

No, I won’t. If your internal processes and  systems are so defunct that it can’t find my previous two submissions, why would I believe that filling out the same form for a 3rd time will have a different result?
All you have accomplished is confirming my fears of the level of incompetency that we’ve been dealing with these last couple of years. In all seriousness, can you have Google’s CEO give me a call so I can explain to him?

[Jhonleanmel]

Hi smoody,

I understand how you feel. Let us know once you've filled out the form.

Best,

Mel

[Dan_A]

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 thread in 24 hours.

Regards,

Dan

[Daveroeuk]

Oh, this is a bit embarrassing to read . . .  

Good to know our complaints are falling on deaf ears