Google wifi losing connection intermittently

[hpmhugo]

There are a lot of folks having the same connectivity issues. There are also various threads on reddit on this - e.g. https://www.reddit.com/r/GoogleWiFi/comments/q6fsyb/constant_disconnects_on_some_devices/?utm_source...

@User123456 - are you aware of this, and what are you doing about it? Is there a software update coming to resolve this?

[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

[SpottedQuoll]

Fjew, looks like I'm right on time to generate some activity then.  The issue is still happening, and none of your proposed solutions have made a difference for anyone.  It seems some people out there are reporting these issues now as well for the new Nest WiFi Pro.  You're not done here yet.  There is more that you can do, and we'll continue letting you know until you have the developers fix the firmware and deliver the product that we all paid for.

[Jhonleanmel]

Hi SpottedQuoll,

We apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 
 

Regards,

Mel

[SpottedQuoll]

---

@Jhonleanmel wrote:

Hi SpottedQuoll,

We apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread. 
 

Regards,

Mel

---

Hi Mel, don't worry, I've started new threads on issues in the past as well, only to have them merged into older threads that were already marked as "solved".  If you want to keep conversations relevant, then simply do not close unresolved issues.  They're relevant until they're resolved.  People aren't contributing new activity anymore because they've already contributed everything they possibly can.  It's actually up to you, paid Google staff, to contribute fresh content in the form of actual solutions.  For each closed or falsely "solved" thread, I'm starting to post links to it on public Google social media pages.  I've noticed that also tends to keep things fresh and very exiting for the marketing people managing those social media accounts.  Rather than trying to close threads, you'd better invest your energy into kicking the developers' butts until they fix their firmware again.  I can guarantee you that would serve the community much, much better.

[Jhonleanmel]

Hi SpottedQuoll,

Thanks for sharing your thoughts on this. If you're still having issues with your device after trying the suggested steps above, could you fill out this form and let us know once you're done? If you've already filled out this form, could you provide the Case ID sent to you through email by our senior support team so I can check what's happening?

Thanks,
Mel

[Jhonleanmel]

Hey SpottedQuoll, 

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[SpottedQuoll]

Hi Mel, I've been filling the form for another issue with Nest Cameras; so far my experience with "filling the form" has been that it leads to no solutions, just re-iteration of the same things that have already been stated on these fora.  It seems the only purpose is to deal with things offline, so the public can't see that no solutions are effectively found.  Hence, I think I'd prefer to be helped right here publicly; you know, so others can benefit of the information as well.

I still have a problem with a Nest WiFi point disconnecting from the router every once in a while.  When it happens, the only way to make it respond and connect again is to power cycle it.  I should note that this didn't use to be an issue until the most recent firmware update.  The point itself has not been moved physically, as have the Nest WiFi router and another Nest WiFi point.  No other changes have happened in my home that would impact the signal.  The problem starting to pop up almost exactly coincided with the firmware update having come in.  Others have noted this as well.  This is obviously a firmware issue.  The developer team should fix their firmware again.  I'm looking forward to updates about the next scheduled firmware update that will fix these issues.

[Jhonleanmel]

Hi SpottedQuoll,

I would love you help you further by check the case which was created after you filled out the form. Could you provide the case ID?

Best,

Mel

[SpottedQuoll]

Hi Mel, you're not even reading my reply here decently.  I mentioned I did no longer submit a form / case ID for this particular issue (I did though for another issue with Nest Cameras, which is unrelated to this).  I see no benefit here to submit the form.  I think you should make sure the developers fix it for everyone in the next firmware update; it's a common problem, as you can easily see in the various replies from people in this thread.  I believe in the meantime, the thread should not be closed; regardless of "activity" people are still having this issue.  They cannot contribute new "activity" because they've already comprehensively documented their problems.  There's no new info about the problem.  What we are missing in "activity" here is a documented solution for everyone.

[Jhonleanmel]

Hey SpottedQuoll,

We apologize if this thread was closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We are urging you to fill out the form so our senior support team can help you out with your Google Wifi devices that still has connection drops even after trying the suggested steps above. This way, we can further provide options and thoroughly check your devices to detect what causes these drops. 

Best,

Mel

[SpottedQuoll]

The issue is still happening.  Stop trying to cover it up by closing threads.

[KnightNight]

I'd like to thank SpottedQuoll for being vigilant and principled in keeping this thread alive.

Google, your support on this issue has been among the worst ive ever seen him 30+ years of troubleshooting technology.

Stop threatening to close a thread and start learning how to prioritize issues with engineers.

Our first gen Wifi worked flawlessly for several years before hitting daily connectivity problems earlier this spring.

As others have mentioned, it seems a firmware update introduced some issue that is widely affecting users.

Go ahead and reset your timer on this thread and let us know when you have actual fix rather than the laundry list of "did you try plugging it back in?" bandaid fixes.

[Jhonleanmel]

Hi KnightNight,

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. 

To confirm, have you had the chance to try the steps above? if so, how was it?

Best,

Mel

[Jhonleanmel]

Hi KnightNight,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[drw3]

Just wanted to pile on that this issue is not fixed with the latest firmware and the procedure above doesn't resolve the almost daily drops in wifi.  With the latest firmware being released almost 3 months ago, is Google planning to address this issue or just ask people to fill out forms?  What are next steps for owners who have paid for a product that doesn't work properly?

[KMG]

Class action lawsuit is the next step. 

[gjouret]

I opened a case with Nest support (#9-4202000033367): intermittent disconnect by one or more Nest WiFi Pro  pods. @DAF spent 90 minutes advising me to try various ways of connecting the APs before he finally gave up.

My setup is 2 pods set up as (bridged) APs, connected via Ethernet to a switch. Switch is connected to the third pod acting as a router, which in turn is connected to my AT&T fiber router. WiFi in the AT&T router is switched off. @DAF (as others from Nest in this thread) believe that double NAT is causing the issues and recommend setting the ISP router in bridge mode. Called AT&T and asked if I could a) remove their router (use the Nest as the main router) b) enable bridge mode if (a) is not possible. Answer to both: NO.

So for all of your customers on AT&T, your “solution” is not an option. Besides. This isn’t really a double NAT problem (I speak as a 20-year Cisco networking veteran). It’s also not a DMZ/other issue as all of my home devices (besides the AT&T router) are in a single subnet managed/controlled by the Nest pod acting as the gateway.

This evening, I just experienced one of the “slowdowns”: SpeedTest app shows throughput dropping from the normal 500-600 Mbps to about 5 Mbps. Ran SpeedTest 4-5 times over a 15 minute period. One of the forum posts suggested running a Speed Test in the Google Home app. I did that, and immediately, SpeedTest showed throughput at 500-600 Mbps!

@Nest_firmware_team: this is an interesting lead: take a look at what the [Test All Speeds] button in the Google Home app causes to run/reset/stop in the firmware on the pod. Because that is clearing the speed issue.

[User1948]

I advise all users to switch to something else. Even if you do fill out the form you'll end up with a rep telling you they can't troubleshoot your network aka Google passes the buck again. Getting something from another vendor and i KNOW my problems will be solved 🙂

[User1948]

Went with a Mikrotik hAP ac² as my main router and WIFI AP.

Configured via the Winbox app, and connected to the network. 

Only hiccups I've run into is the static IPs i set for the Google wifi point NOT WORKING caused it to seem like no internet was coming over the wifi, this went away when I switched back to properly configured DHCP.

Looks like I am getting faster overall speeds on the wired network overall now too.

Go figure

[Spr0ckEt]

And the hits keep on coming.  Ice had so these same issues, and have tried so if these "solutions".  After months of problems, I purchased another Google Nest WiFi and started over.  Wouldn't you know it... intermittent connectivity.    This is absolutely horse poo.  Get your act together.  As for you "Community Specialists", it's evident that you aren't specialists of any sort.  Thank you for nothing. /s 

PS, there's been activity. 

[hpmhugo]

I’m continuing to see frequent drops in connectivity. And I’m sorry - I simply don’t have the time or energy to debug Google’s problem. Is there a tool (software) that you could provide, that I could install on a wireless connected device, so that you can at least replicate the issue? I have a PC and an iPad available, both of which are not being used for anything else at the moment. SURELY someone in your development team can quickly write a program to check internet connectivity every second, and save a log file?

[User1948]

get a Mikrotik hAP ac². The community is actually users who will give you actionable advice.

[Auditman13]

I’m still having constant drops on Google nest points. I don’t report because Google needs to fix or replace my units and actually indicated it was going to replace my Wi-Fi points and router. Why is Google failing to address this issue???

[LoriW]

I have had this problem for going on over a year and it is getting worse.  I see that Google Fiber is getting ready to start a project in my neighborhood, but I have no idea what that means.  Is there a fiber line upgrade or something else to fix the intermittent drops that is being rolled out?  

I am contemplating a switch, but when all providers have similar service/help, why go fight somewhere else.  It is not a convenient thing to switch providers and I switched to Google because of service issues with my previous provider, only to run into it again.  I get that there is a tiered help system and all levels have protocols of what to do, but it has become so time consuming I just avoid it…

[mwild]

Add one more member with this problem. I was hoping there was a solution, but it honestly sounds like the solution is switching to another brand. Why is there no update from a developer about this?

[hpmhugo]

It remains a continuing issue. Sadly, I have bigger issues in my life right now, so I haven’t paid attention to this for some months now. When I lose wifi connection, I switch over to LTE and then later switch wifi on again.

My office computers are all hardwired ethernet, and they don’t have any issues. And my wife’s TV is also hardwired. So the major issues are with cellphones and my iPad - and I simply live with it. I have considered buying a different brand, but thus far haven’t decided to spend the bucks. (I need at least 3 mesh access points, maybe 4 or 5, because of the layout of my house & lot, and because of outdoor wifi needs. So it will cost a pretty penny!)

Very sad that Google cannot fix this! 

[whyslow9et]

This is pretty much still as issue. For my case same stuff happens. I have tried to debug a little using Wireshark. All I see is my device (laptop) broadcasting ARP for the main router to communicate with the mesh router and not getting anywhere for 5 mins. Dunno what to do. Thinking of asking community folks some feedback on their ISP and maybe switch. Guessing by this thread, this doesn't look like a fixable problem and its been a while.

PS : Just added this to keep the thread alive. 

[Dan_A]

Hi folks,

That certainly isn’t the experience we want you to have and apologies for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Also, do you have any paused devices?

Kindly try these steps:

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 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