Google nest Wi-Fi keeps disconnecting and reconnecting.

[abellaj]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster: Teyana Bobbitt

My Google nest has never had an issue until recently. Last week on Wednesday the Wi-Fi started going in and out. The internet remained working but the Wi-Fi would go in and out. I called Spectrum they said something was wrong with the modem and yesterday they said they fixed it. They are now claiming that it is Google that is the issue. Spectrum said that I'm probably on a channel that a lot of people are on and that's the issue. I spoke to someone from Google yesterday and they troubleshooted the issue. The internet has still been calling on and off and I don't know what to do. I have already unplugged the modem and the router and then plug the modem waiting for the internet to work and plugged in the router. I have reset the priorities and my modem is a modem alone. I need help.

[justinallen12]

We are also having the exact same issues; working great for years, then all of a sudden a few weeks ago the connectivity is randomly awful.  No apparent changes that would have caused it. 

[jasonjayhawk]

I wonder if the Google devices are just "getting old" and losing their abilities, since we're outside the warranty period.

[ilz]

is this it ? @ Google please help us here.  $500 into a Nest System, with so much upside, but nothing?

[jpdevries]

Same issues. Happens several times a week if not a day. This is incredibly frustrating and unbecoming of a company large enough to rebrand itself to ‘Alphabet’. Every time we leave the house our cameras disconnect. Defeats the whole point. 

[Uxgator]

166 “same here” responses and nothing from Google? This is not a good look

[JWatkins58]

How is this not a higher priority for the Google Wifi team? Their product is incapable of providing the one function is was designed to do...

[jroyale]

I wonder that myself. I’ve called several times and each time they’ve told me it’s not a known issue. They blame it on the placement now that we’ve exhausted all other avenues. What’s even more asinine is they say pods should only be 15 - 20’ apart. Their chart shows 2 pods up to 5,000 sf. How would you do that at 20’ apart. 

[FYLTHI]

It's just starting happening to me too, service will drop out 2 or 3 times every half an hour or so. I thought it was my ISP but then I found this thread.

Like everything google, it's too big and doesn't care about this. 

Waste of $700

[Uxgator1]

Ok so I found a fix. You have to put your router/modem from your isp into bridge mode. Here’s how to do it if you have xfinity 

https://www.xfinity.com/support/articles/wireless-gateway-enable-disable-bridge-mode. 

If you have a bunch of stuff connected to that wifi you’ll need to make sure your new network is named the exact same with the same password. It seems to have worked for me and since google won’t reply i figured i would

[Juzdu]

That isn't a fix for Nest mesh points dropping out, it's a workaround.  And it'll only work for devices close enough to connect to your xfinity router rather than a mesh point...which of course defeats the whole purpose of a mesh network.

All this being said, I haven't had a single dropout in a few weeks now, since the support call with Google where they had me change my wifi name to remove the dash (-) and the exclamation point from my password.  Maybe they tweaked something else during the support call, or maybe those changes worked?

[JWatkins58]

Has anyone had any luck getting a refund under warranty due to this?

[Jvanlente]

I just started a warranty claim. I'm holler if successful.

[Jvanlente]

Add me to the list.   I had a Google WiFi that worked for over a year.  Then I bought a new nest wifi and 2 pucks in December for a vacation rental and it started disconnecting shortly after turning it on.

I brought the old Google WiFi to replace the nest wifi and after a few days it too was disconnecting (assuming after it updated firmware but idk).

Isp has investigated several times and determined it's a router issue.

[gtowncook]

So my issue seems different than most. I bought the Nest Wifi two-router package in Sept 2021 and installed one as a Nest point. Everything was fine, except that in one room downstairs (used as an office) speeds were too low for video calls. So in December I added an actual Nest Wifi point to then be a second access point. That's when the problems started. Whether Zoom, FaceTime, or Google Meet (go figure) the connection drops. When we unplug the second access point, everything is fine. So for me somehow the addition of the second access point screwed things up. Can't get info on a fix. Anyone else have this same problem!!??

NB: just did a full factory reset yesterday of the whole system and the problem still goes on.

[guilhermesalema]

Your issue is not different, everyone here has slow down speeds and several disconnects all day long. You're in the same leaky boat! 😫

[Juzdu]

I think this might be different.  It sounds more like the 'preferred activities' issue I had a year or so ago.  My Nest wifi was working really well until 2 or more of us in the house tried to have (separate) video conferences with our respective workplaces.  Quality would nosedive.  I wasn't aware at the time, but eventually found the "Preferred Activities" setting in my Nest Wifi Settings, and saw that "Video Conferencing" was checked.  I turned it off, and we tried setting up 3, 4 and 5 video conferences at once with no impact on speed/quality.  So it was working backwards, actually restricting video conference network traffic when it should have been prioritising it.  

I only ever tried this with a router and 2 points connected, so i wonder if it's a problem only when the mesh is active...i.e. when you turn your point off and use just the router, the problem goes away.  Anyway, try turning off the preferred activity and see how you go.

[jroyale]

This is getting worse. Now the home home shows my router is offline, my 1 pod as offline and my other pod as having a good connection. It claims the internet is down which it’s not and I can’t see any devices connected to the wifi. This is getting really frustrating. 

and to make things worse it’ll no longer play my Spotify playlists. Doesn’t recognize them. It may be time to switch and throw $600 out the window. Reviewed as the best wifi mesh system. Yikes. 

[Juzdu]

I hate to ask, but any chance you've tried Google's Nest support team?  I dunno if the fix they told me they were doing fixed it or they secretly upgraded my firmware on the sly, but I was having the exact same problem you're having until I talked to them, and it's been faultless ever since.  And my Nest wifi kit has been out of warranty for some time...they didn't even ask.

[jroyale]

I’ve been on a few times. At first it was my dns. We fixed that. Then it was that my modem wasn’t in bridge mode. That was fixed. Factory reset with them and brought the pods online sequentially. That didn’t fix it. Now they say it’s my placement. 

Curious as to what they did for you. Any idea?

[Juzdu]

Well ostensibly they got me to remove the dash from my wifi name and the ! from my wifi password.  It's worked ever since.  But I'd been using that wifi name/pwd for well over a year before any problems started, so I'm not convinced that was really it.

[jpdevries]

This is still an issue for me and my interim solution is ridiculous. My ISP came out and we’re kind enough to rent me a WiFi enabled modem for two months without charge. That wifi network is of course non-mesh and used as a backup. I then got a Kasa smart plug and hooked that up to the secondary wifi network. That way if we’re not home and the Google router bites the dust, which is does at least once a week, I can use the smart plug to power cycle the google router. 
I hope a lawyer find themselves in this pickle soon we’ll have a class action in no time. 

[Anteaus]

I am also having this issue. I have one router and one node. It was working beautifully for quite some time, and then all of a sudden, started disconnecting from time to time, or speeds would drastically reduce. Over the past week or two I haven't been able to stream anything sitting about ############ feet away from the node. I started looking at the issue tonight, thinking that it was my ISP.  I had actually seen my ISP down the street when I first experienced it a few weeks back and so thought they had resolved it when things seemed to have improved. It drastically declined this week, however. I disconnected the router and plugged directly into the GVTC equipment and the connection was rock solid, no drops, excellent download and upload speeds, not one single drop or slow ping time, just perfect. Plugged the mesh network back in, changed the DNS settings to the Google addresses, tested download speeds. Looking good. Tried to test mesh connection, it failed. I then noticed that the last test of that was November 21st of 2021. I've seen that date mentioned several times. I unplugged the node and plugged it back in. Now mesh is connecting and shows as successfully tested as of today. Speed tests and mesh tests are running perfectly now in the Google Home app. As I type this I've had a continuous ping running, over 2200 packets sent with not a single drop. Seems to be good now, but it's only been an hour. Fingers crossed!

[Anteaus]

Not sure why ten to fifteen feet was changed to a bunch of pound signs in my above post!

[Anteaus]

About 20 minutes later, it went out again, and stayed down! I am highly disappointed and have decided its time to move on to another brand (yet again)!

[CS2]

I have 6 V1 access points in the house.  V1 because I want to hard wire a few of them.  Anyway, earlier this week I would get "bad network" error and freeze up every 75 seconds or so from my Microsoft Teams video meeting.  After a day of that I thought to restart my closest access point and that fixed it until the next day.  Every 5 minutes, over and over at least 10 times (I was timing it with a stopwatch), I would get disconnected from Teams video meeting for about 3 seconds.  Once, at the 4:45 point I ran a mesh test and sure enough the closest access point was off line.  My conclusion was / is that that device was either overheating or the wall wart power supply is bad.  I removed that device from the mesh and moved a more lightly used unit into its place.  So far so good.

[Preethamam]

Hello Everybody:

It seems the problem was with the router itself. Recently, I changed the router (had two of them and using one as a point) and I do not have any disconnections for a week. I need to test it for a few more weeks, before coming to a concrete conclusion.

Thanks,

[guilhermesalema]

If it is a strategy I don't think it will work. Google can not upload a firmware update that turns the product unusable, no matter how long after the Warranty expired, because it is an abusive practices. And if you consider that users are reporting and waiting for more than a year for a fix, the law becomes even more applicable.

[eljefe101]

This is frustrating to read. I've had the same issues that everyone here has had. After spending an hour reading all this and hoping to find a fix, the only fix seems to be to scrap this system and get a new one which is sad. Just spent quite a bit on this 6 months ago. 

[Stylinmomba]

Yes I’m so very upset with them because now they had me send the new router back to them and they sent me another one and I sent it back to them the same day thru UPS and now they said that I didn't send it back fast enough so they are charging me for the new one as well and it still doesn’t work right! It constantly loses connection! You can’t speak to a human and they won’t reply after I told them that I just want to return it all and get my money back.

[pmcevasco]

Hi everyone, I was talking to the support team and I have two news: 1) They offer me to change my router for a new one. As I am in Argentina that doesn't work for me, but if you are in a country were Google delivers their products may it is an option. 2) They told me (unofficially) thay in a month a new  firmware update is comming. I don't know if this is going to solve something of this, but is another light at the end of the tunnel.

Best!

[Becks30]

I am also having the same issues. Around 3 or 4 months ago the WiFi started dropping off and needed me to restart the Google Nest WiFi. It would work for a couple of days. Progressively got worse so I tried simply unplugging one of my hubs. That made it better for a while, but still had to restart the main Nest Wifi every couple days. Again got progressively worse so I disabled all the hubs (the reason I bought this in the first place). Again...worked better for a bit. Now I am restarting the main Nest Wifi numerous times a day.

[Blake]

After opening a support case with Google Nest's customer care team, and doing multiple rounds of numerous tests over three weeks time, they came to the conclusion that my device is out of warranty and cannot offer any support solutions. I understand warranty protocols, but due to the overwhelming evidence they have a significant problem on their hands, I would hope they'd be more interested in finding a solution. Also, the fact that my router started experiencing these interruption issues more than a year ago, and has become progressively worse, has been very frustrating. Originally the interruptions were happening a couple of times a week and would fix themselves within a few minutes. Over time, the interruptions started occurring at least once an hour and would often remain disconnected unless I reset the router, which was a hassle and extremely unproductive while trying to work from home. They did confirm my router had issues but were unable to determine with they were, but because I didn't open a support ticket within the warranty window, they shut the door on me. I reluctantly purchased a new Nest wifi router due to the numerous other Nest/Google products we have in the home and wanting to maintain the integrations. Fingers crossed they've fixed whatever issues have been causing interruptions for so many customers, but I'm frustrated by these failures and lack of support. I recommend anyone who is still within warranty and experiencing issues to contact their support team to try and get a replacement. 

[Stylinmomba]

No it won’t and good luck trying to get your money back. I’m so upset for spending this much money without reading reviews. 

[Longneck]

• There is another tread in this community dealing with this same issue. Please read it. This will never be fixed. 

[Longneck]

The so called moderator “Jeff” is giving lip service. He is a BOT! We all have been “had” by this company. 

[guilhermesalema]

Bad products, bad support, disrespect, illegal acts, neglect, expensive and trash router! This is the Google in 2022. Asap I will buy an Eero 6e and stop this infernal experience in my house! 

[eljefe101]

I jumped ship to Orbi and wifi works great now, wish I would have before. I'll leave a bad review on Amazon where I purchased this encouraging others not to go this route, not sure what else I can do but try and get the word out. 

[Longneck]

Amazon….good idea….rip me off will ya?!..this is global and now just started selling in Brazil 

[Ianscape]

And here we are almost 6 months later and no fix. Frustrating to say the least as my 4 APs just cut out randomly all day 

[Longneck]

finding an attorney for a class action suit for this will not happen. Google has deep pockets. Litigation would take years. It just isn’t worth the aggravation. We are all small potatoes who have been screwed. 
time to open the eyes and realize what has happened here. Sorry for the doom and gloom.