Google nest wifi dropping connection

[ShihanKarel]

I recently bought a new nest wifi bundle with one router and two nest integrated speakers. Setup was easy. Me and wife have iPhones and we (and kids) have android tablets we use in the house. The iPhones are connected to wifi and internet WITHOUT any problems. However the android tablets keep disconnecting every 5 minutes. We use google chromecast on our TVs. If we open Netflix on the tablet you manage to search and then cast. Casting plays for ever, but 5 min after casting the casting device diaconnects and you can no longer pause or change volume. 

Why can the android tablets not keep theri connection, but the apple iPhones can???? Also the chromecast can as well as CCTV, smart lights and smart switches. 

please help with tablet settings. 

karel

[vbplaya]

I'm having the same issue ... my android phone keeps dropping connection but everything else in the house maintains connection.  What I have to do is go into the wifi available networks on my phone and it will say "connected, no internet" and then when it refreshes the available wifi networks it suddenly switches to "connected".  What is odd is that now one of my laptops (Windows 10) is suddenly losing connection too.

Keep in mind, my android phone and this other laptop do not have dropping wifi connection issues on any other wifi (say at a coffee shop or a friends house).  I've wondered if it is doing a periodic check to see if I had moved closer to a different node (I have 3 in my house) and it is deciding to drop my device from that node but it isn't getting picked up from the other node (whether it be because of the node or some setting in the device which isn't detecting the lost connection and attempting a reconnect).  Although, my windows machine keeps losing connection and sometimes when I try to reconnect by telling it to ... I still have troubles.

[vivrekao1]

my macbook pro disconnects randomly in between my webex calls causing everything to freeze and take a bit of time to reconnect. 

[Jeff]

Hi everyone,

Sorry for the disconnect issues you're having with your network. I'm sure that's beyond frustrating to deal with. I wanted to check in real fast to see who was still seeing this issue and who might have been able to clear things up. I'm going to consult with an internal team on this soon and I'll return with an update, but if anything has changed since you first posted, definitely let me know.

Thanks,

Jeff

[ShihanKarel]

Hi Jeff

My connections specifically with the Samsung tablets are still dropping 8 to 10 times a day. I have zero issues with two Lenovo laptops, Apple iPhones, Chromecast, or other smart devices. The only problem I have is with the Samsung A8 tablet. We have three of them for the kids and they drop ALL THE TIME. I have changed static IP settings, changed DNS settings, even went into developer mode and changed some wifi throttling settings. Nothing made a difference. Also have to add that I had these tablets on a Netgear router for 2 years without ever dropping a single connection. It is only since I bought the Google mesh router set up.

I will appreciate if anyone can help me with this.

Regards

Karel

[Jeff]

Hi ShihanKarel,

Thanks for the added info. We are looking into this internally. I'm hoping to hear some information soon about any possible known bugs or fixes from our internal teams. When I know more, I'll update the thread, but definitely feel free to share any changes in your situation here.

Thanks,

Jeff

[Jeff]

Hi again ShihanKarel,

I just wanted to let you know that a firmware update is coming soon for the WiFi devices. I'm hoping that when this update installs on your devices that it will clear up the issues you've been having. That update will download and install automatically, so there's nothing you need to do in order to get it. If you have any questions about the update, please let me know. If you notice any changes, for better or worse, feel free to share that here as well.

Thanks,

Jeff

[vbplaya]

Has the update been pushed out yet because I'm still having the issue?

[Jeff]

Hi everyone,

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,
Jeff

[vbplaya]

I still have this issue (literally happened about 2 minutes ago).  Often it happens on my android phone every 5 minutes or so.  I also have a windows laptop that it happens on a lot too.  That one seems to do it most in the same room as the main router.  Not sure how to explain but let me do my best.  I have 3 Nests (we'll call them A, B, and C).  Nest A is the one that is connected directly (hardwired) to the internet provider modem.  Next B is halfway down the length of the house, and Nest C is at the far end of the house.  The Windows laptop seems to have the hardest time staying connected in the same room as Nest A (which is only about 6 feet away).  It seems to do fine down between Nest B and C.  It's almost like it seems to have a "favorite" Nest to connect to (in this case Nest B or C) and that even though it is right next to Nest A ... it doesn't seem to want to connect to that one.

As for my Android phone ... I haven't seen it having a "favorite" necessarily.  But it regularly seems to lose connection ... it will often go into a "Connected, No Internet"  state.  Simply going into the wifi available networks screen seems to make it reconnect.  It's almost like once it starts to look for available networks it forces it to try to reconnect and if I don't do that it doesn't actually force a reconnection because it is connected to a node ... it just doesn't have an internet connection (which is obviously the whole purpose of being connected in the first place).  So it is connected to a node but NOT getting internet.

Btw, if I do a mesh test on my network it all comes out great.

[ShihanKarel]

HI Jeff

NO, PLEASE DO NOT CLOSE. If you were in my house last night, I would have strangled you. I started up my Samsung A8 Android tablet. Wifi connected. I opened Netflix, wifi (internet) disconnected. I closed Netflix, disconnected wifi and reconnected wifi. Opened Netflix and wifi disconnected (again). I restarted tablet. Check wifi connected and opened YouTube. Selected search and wifi disconnected (again). I restarted wifi. restarted YouTube and selected a video, BOOM, wifi disconnected.

It is around this time, that I will be able to physically hurt someone that claims to be an expert, but can not provide me with a reason or a solution.

I have tried to set a static IP address and have locked the tablets on a static IP. worked for about 2 hours on Sunday only to disconnect again. I still do not experience this with neither of my Apple devices nor with 2x laptops, chromecast, smart switches, smart lights, alarm system interface or even with my camera system. ONLY with the Samsung Android tablets. Surely that should point you in a direction of focus????

As an international customer that goes through great lengths to get your products in South Africa, this is pathetic!!!

[Jhonleanmel]

Hi everyone,

Thanks for these added details and I'm sorry for the delay. 

@ShihanKarel, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future

@vbplaya, we appreciate your interest however, we don't have any news to share about when the update will be rolled out. Your Google Wifi will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network.

@ShihanKarel, I'm sorry you are still having issues with your Google Wifi, try these steps:

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. 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.
4. Unplug the power from your Google Wifi devices for 2 minutes.
5. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[ShihanKarel]

Guys, we are all professionals here, but FFS if Google had an office in Cape Town I would make serious miracles. Tonight i have reconnected two tablets 47 times …….. and it still dropped a connection.  I then disconnected all the mesh routers and only running one main router. Absolutely no change. If I could through these routers accross the atlantic, I would. 

this is the worst and most pathetic service I have ever received from a brand. I know google doesnt sell well in the **bleep** hole which is Africa, but I will do my utmost to support that. Pathetic is not a strong enough word. 

complete and utter waste of money. 

[Princesss]

Hi folks,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Jhonleanmel]

Hi everyone, 

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