Google nest WiFi 2nd gen drop outs

[SufusMaximus]

The previous conversation has been closed despite not having a resolution. 

For those interested about their Google mesh setup going offline and points and routers randomly going offline. 

I noticed that when my two nest hub max devices weren’t connected the network was fine. So I got a second mesh set up and connected the nest hub max devices to that and all was stable. Despite having nest and google cameras connected, and a google doorbell. 

The same happened again when family members came round and connected their android devices to my google mesh, there were offline and drop outs, when I asked them to move to the other mesh, all was fine. 

It could be a coincidence but it seems that googles devices don’t play nicely with each other. Yet iOS and other OS devices on the google mesh network are absolutely fine. 

Since the replies to google, they said they would get back after doing some ‘tests’, that was well over a month ago, nothing from them since. I know what I’m doing when it’s time to upgrade. 

[supersabroso]

Yep, I had the same issue. Not many drop outs on my Google Wifi, however my upgraded Nest Wifi had constant drop outs. Support couldn't fix it and said that "they'll get back to me". I upgraded to Nest Wifi Pro only to find out that my LAN speed is operating at 30-40% capacity of my Google Wifi/Nest Wifi systems. Stay away from Google routers, the new ones are hopeless and only good for people with low speed needs. What's the point of a gigabit Ethernet port if it can only operate at 18% capacity???

[SufusMaximus]

Noticed there were software updates to the points and routers the last couple of months. Remember I've moved all hub max screens and haven't connected any android devices to the Google mesh setup and therefore didn't have any dropouts, have had regular and continual ios and windows devices connected and no issues and no drop outs, no points going offline. I connected the Hub max screens and the drop outs and offline of points and routers started happening again. As soon as I took them off the mesh set up all was stable again. 

[Dan_A]

Hi folks,
 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can 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:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
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. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[SufusMaximus]

Hello Dan

We've done all this in the previous chat. 

As stated above, the network is fine when the Nest Hub Max aren't connected to it and certain Android phones. I've had it working for a month now without any issues, as stated above, when I've not had any Nest Hub Max connected to it or any Android phone. As soon as I connect the Nest Hub Max or any Android phone, the offline of routers happens and proceeds to happen until Nest Hub Max are taken off or the Android phones are taken off. Either of these types of devices seems to throw the entire mesh set up compromising of Nest Wifi router and Nest Wifi points. I have Google Nest Wired Doorbell, Google Nest Cam IQ Outdoor, Google Nest Cam with Floodlight connected to the same Google mesh network and they all work fine and don't adversely effect the network. 

I currently have the Google Hub Max devices and any Android phones coonect to a completely separate mesh set up and only by doing this I've stopped the routers and points from going offline. 

That's all the troubleshooting that you need. It's quite obvious what ever common thing the Hub Max and Android phones are running are throwing the network off. I will entertain this until I am ready to replace these devices, and will be moving on to another company, because despite the back and forth on the chat, forum and emails, it's clearly been an exercise of wasting time answering the same questions over and over again. Rather than trying to simulate this in a controlled environment and seeing what happens. 

[Dan_A]

Hello there SufusMaximus,

We apologize for the inconvenience. Don’t give up on us! For more information, since you mentioned email support, could you send here the case ID for us to see its progress? We will leave no stone unturned to find the best solution.

Looking forward to your response.

Best regards,

Dan

[SufusMaximus]

9-8678000035512

[Dan_A]

Hello there,

SufusMaximus, thank you for the information. Upon checking, the case is still active, and our higher tier of support is waiting on you for a reply via email. Please continue the conversation there.

Schracha95, we appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

Thanks,

Dan

[SufusMaximus]

Hello Dan

I've now replied to the email. 

What I do find interesting is how the above troubleshooting is completely ignored. There's a obvious link between connecting up those Google devices and the network playing up, and as soon as they are removed and the network rebooted, and they are not put back on, the network is fine. 

I've also sent feedback with network diagnostics data from the router and the point from when it last happened. 

At this time when support connects to my network they are unlikely to find anything. This is because outside of the Google cameras and doorbell, there is no other Google device connected to my network, and this is why I haven't had any issues.

[SufusMaximus]

Hello Dan

After responding to the 'higher tier' support, I got the usual templated answers of 'have you tried a factory reset' and 'some household devices cause interference', the best yet 'have you tried forgetting the network on your Android and adding it in again' 🤔.

This was my response,

This is really getting very tiresome, I have had so much back and forth and I also work in IT and have some experience of methodically isolating and troubleshooting issues. 

Just to give you an idea as no one seems to be referring back to what has been said about this so far,

I have had 4 ISPs,

- Virgin Media (FTTP)

- Vodafone (4G)

- EE (5G)

- Sky (FTTP)

Between then I have had 5 routers facilitating connecting to my house

- Virgin Media - Hub 3

- Virgin Media - Hub 5 (provides 1gb connection, realising the Google mesh devices hamper the connection at around 500mb, that's a another problem)

- Vodafone - Huawei router

- EE - Huawei router

- Sky router

I have done the following,

- reset the entire Google mesh setup about 6 times since the summer

- moved all three of the routers I have to be the primary device connecting to the ISPs router

- checked this devices countless times throughout the day when all the devices mentioned your email that might cause interference won't affect it

- all the points and routers have a clear line of sight so no interference or obstruction

- all Hub Max devices (I have two) have been factory reset at least 4 times since the summer

- I don't have Android phones, relatives do, I created a guest network and they connected, as soon as they did the points started to go offline

- I have slowly introduced one device at a time over a period of days to see which devices affect the network, and done this on 3 separate occasions

On each of those occasions as soon as I introduced with the Hub Max screens, Chromecast, or Android phones the points randomly started to go offline. Like I stated in previous emails, I have Google IQ camera, Google Floodlight camera, and Google wired Doorbell on the same Google network and they don't seem to affect them in the same way, all the points are fine. 

Please stop sending me generic emails and generic troubleshooting messages. If you don't know the answer, or Google clearly messed up, just put your hands up and say 'I don't know, there is clearly an issue that needs further investigation'. These generic emails are not only not productive, but also infuriating given then the community has clearly done all the troubleshooting for you. 

Thank you

[Dan_A]

Hello again,

Schracha95, we got your form; thanks for filling it out. Please continue the conversation there and keep an eye on your email for updates.

SufusMaximus, we hear you, and we know exactly how it feels if something’s not going the way it should. May we know the topology of your devices and their distance from each other? Which points are affected, and how far are they from each other and the main router?

Thanks,

Dan

[SufusMaximus]

Like I have stated above the issue hasn’t reoccurred since I have not connected up the Google Hub Max screens, Android phones, and Google Chromecast to the network that the Google Nest points and routers provide. So this is now clutching at straws.  

Here we go. 

Main router - living room, ground floor - 4 feet away from ISP router - up high with nothing blocking it. 

Google Hub Max screen - Living room - 1m from Main Point

Dining room Point is 8m from the Main Point, completely open line of sight from on to the other router, nothing blocking it

Kitchen Router - 5m from Dining Point - complete open line of sight and nothing blocking it 

Kitchen Google Hub Max - 1m from Kitchen Router

Hallway Router - 1st floor- 9m from Main Router in living room and with one wall obstructing a line of sight from one to the next

Main bedroom Point - first floor - 4.5m from Hallway Router - with one wall obstructing a line of sight 

Second bedroom Point - first floor - 4m from Hallway Router - with one wall obstructing a line of sight

Third bedroom Point - first floor - 3m from Hallway Router - with one wall obstructing a line of sight

There is no order to when the points go offline, when it starts happening all the above points and routers have gone offline and it was all shown on the Google Home app, restarting the individual routers and points wasn’t enough. The Google Hub Max screens, Android phones, Chromecast needed to be taken off the network and then the whole network started. 

Hope this is enough information.

[Schracha95]

Joining in here to add my name to the hat of doomed mesh networks. 

Have a point that constantly goes offline, regardless of where in the house it is placed. Have factory reset (and the rest of the troubleshooting list) multiple times to no avail. 

We are an android phone house, so maybe your point regarding that isn't too far off. ¯⁠\⁠_⁠(⁠ツ⁠)⁠_⁠/⁠¯

[SufusMaximus]

I know it’s Christmas Day, and not expecting a reply now. But it’s the first time in ages I can look at this. 

Not surprised to find there is no reply, given all the information provided above. Much like the previous chat I have the feeling someone is awaiting for the chat to have no communication so they can close this down too.