Google wifi loses internet every week

[frydreise]

For the last year, the nest router has lost internet access about once every month. Only a factory reset of the entire system will fix it. It's now increasing in frequency. Has anyone else had this issue and fixed it? Thanks!

[Rusell]

Hi Frydreise,

Thank you for posting in the community. I'm sorry to hear that your Nest router has been losing internet access once every month, and that this issue is now occurring more frequently. I appreciate your efforts in troubleshooting this. Help is here!

To help me find the best solution, I'll need to ask you a few questions:

• Which Google Wifi router device do you have?
  • Please take a look at this article, if you're not sure which one you have: What Google Nest Wifi device do I have?
• What’s the color of the light on the parent point? Does the device LED switch from orange to teal (or white) continuously?

Keep me posted.

Best regards,

Rusell. 

[frydreise]

Hey Rusell,

I have the following devices: 

• Nest Wifi router
• Nest Wifi point

The issue appears to be with the Nest Wifi Router. 

The colour of the light on the parent port when the internet goes out is orange. It doesn't switch, just stays orange. 

[Rusell]

Hi Frydreise,

Thank you for the update and the information shared. I'm happy to assist you further. As you mentioned that your Nest Wifi router stays orange, this indicates that it is currently factory resetting. Additionally, I'd like to know how long you waited after performing the factory reset.

Please verify if you factory reset the device according to these steps below:

• Factory reset your device with the Google Home app:
  
• Open the Google Home app.
• Tap Favorites or Devices.
• Tap the router that is connected to your modem.
• Tap Settings Factory reset network Factory Reset.
• To factory reset your Nest Wifi router with the button on your device, please refer to the steps in: Factory reset your Wifi device.

Let me know how it goes.

Best regards,

Rusell.

[frydreise]

Thank you for the reply. 

To be clear though, the issue isn't that the nest has difficulty factory resetting. The issue is that it loses connection to the internet which is only solved _by_ factory resetting. The router modem doesn't lose internet at the same time. So the issue seems to be with the nest router. I acknowledge that factory resetting the router is a solution, however, I don't think it's a reasonable long term solution to factory reset the whole mesh each week. 

Thank you for your continued assistance. 

[Rusell]

Hi Frydreise,

Thank you for your response. I understand that your Nest Wifi router has lost internet access. Therefore, I'd like you to follow these troubleshooting steps below:

• Check if the affected devices are 2.4 GHz- and 5 GHz-capable. This article should help you determine which device is affected: How Nest Wifi, Nest Wifi Pro, and Google Wifi 2.4, 5 GHz, and 6 GHz bands work
• Check for any special characters or spaces in your Wi-Fi password, because sometimes this might cause connection issues.
  
• Open the Google Home app .
• Tap Favourites and then Wi-Fi and then Network settings and then your existing password.
• Enter a new password.
• Tap Save.

Also, this information will help us determine if the issue is related to double NAT. Do you have a regular modem or a modem/router combo? And how many smart devices do you have connected to the Nest Wifi router?

I'd like you to take a look at this article to know more about the meaning of the lights: Wifi device light meanings: Understanding LED indicators

Keep me posted. 

Best regards,

Rusell.