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?

[Sydtriman]

Yes they are aware but it’s radio silence on a fix. For what’s it’s worth (as I’ve repeatedly said in this forum and to support): the latest firmware is the cause.  

[Jeff]

Hey, hpmhugo.

We're definitely aware of the issue and we are working on it. We've yet to identify the root cause of the issue, but as people report in, we're able to gather more and more data on the problem, which is helping. One thing you can do that would help us out is to provide a device feedback report. Make sure to use the opportunity to type in that your network has intermittent drops, as it will help them categorize and match your feedback to this issue more quickly. Here's how to do that.

Step 1. Turn on device reports

1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
2. Open the Google Home app .
3. Select the device you want to share feedback about.
4. At the top right corner of the screen, tap Settings   Recognition & sharing.
5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2. Share your feedback

1. Open the Google Home app .
2. At the top right, tap your account.
3. Tap Feedback  tap the type of device you'd like to submit feedback for.
4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
5. In the feedback summary, write a brief description of your issue.
6. Be sure to check the box for Screenshot and System logs.
7. To submit feedback, at the top right corner, tap Send .

As with any other ongoing issues, I'll continue to update the threads as I know more. We do meet regularly to discuss issues, and as we know more, I'll pass along all I can.

Thanks.

[Auditman13]

I’ve had a complaint filed for three weeks after an email that google sent me to say they are sending me a new router. How long does it take to send me a new router?

[dhbolthausen]

After spending an hour on the phone with a google rep running through all kinds of checks I have to agree with what many have said here: Google just doesn't care. After an hour the rep just decided to pass me on to Xfinity in which I spent another hour going over everything and oddly everytime I disconnect and go direct to the xfinity modem I have no problems. Plug in the mesh, works for up to a week and then drops again, then many times after a few days. I have tried both gen 2 (Nest router) and gen 1 (google wifi router) and each time I end up with connection issues. I assume the many devices I have does not help, but oddly every also ran fine until this year, and I increased my speeds to 800 mbps. This has been unbelievably frustrating.

[Jeff]

Hey, all.

It's been a few days, and while I don't have anything new to share, I did want to check in and see if anything had changed on your end. We're still looking at possible causes, but I didn't want you to think I had forgotten the thread. I'll update as I have more to share.

Thanks.

[Sydtriman]

So mid afternoon yesterday my two points went offline again. I was expecting them to come back online within a few minutes, like they always do, but no. Both refused to reconnect.  I restarted them both, no luck.  I’ve done yet another full factory reset and could only get one online. I’ve switch the other off.  I got up the morning and the study point has been off for well over an hour.

I called support again and he said: we have no reports of any issues.  REALLY?!?!?  He then wanted to do the standard troubleshooting. I won’t share how that conversation went. 
Working from home is impossible.
Google, I’m done, I’m going for a refund on Saturday.

[guyguy]

yup garbage we spend hard earned money and get the run around dont waste your time

[schrodinger212]

I'm so glad I found this forum. I've been dealing with this issue for months, it's really affecting my work and calls b/c the intermittent connectivity affects my video meetings, I will miss a full 30-60 seconds of what people are saying. I ended up purchasing another point about 2 months ago, this did not solve the problem at all.

[guyguy]

Yeah spent many hours and chats to get no where, I did the same thing bought another puck just to see. Blah it used to be so good. But the thing that is shady is they don’t even own up to it. They just give you the run around or moving it, and rebooting it! 🤦🏻‍♂️

[Jeff]

Hey, all.

I know it's frustrating, but this is something we're still looking at. Any of the steps we recommend are based on known-to-be-effective steps in reaching a resolution. While some issues are fixed with a single step or two, some take a lot more investigating and need to be reproduced internally so we can get a process worked out. As I hear anything new, I'll share it here.

Thanks.

[esolida]

Here is my issue.  All of my computers exhibit this so I"ve ruled them out as sources of the problem.  Connection is solid, no issues there and my Google Wifi mesh system had been working great for YEARS up until recently.
I quickly use speedof.me and the test starts out saying 0.14, then 0.29, then kinda stalls before zipping along at 100mbps+.  It does this on every PC I have.  I go to a website and it's all pixelated for a few seconds before sharpening, thus indicating that it has super slow connection before hitting the normal speeds.

What on earth?  I'm ready to just buy something else but why spend another $200+ when the product worked fine for years only for a software 'update' to effectively brick it, sending it the landfill of doom. 

If the software update isn't ready for wide-release...don't release it!!

[MarcParent1977]

Hi there, wow can't believe sonmany peoples have that much problems with google...so far, watever is on 2.4ghz seems to be fine but all my phones at home keep dropping, mostly on 5ghz, tried to change setting to Static instead of DHCP seems to be working a bit better but still, tried different routers everything's fine (modem and hard wired are ok) this should be fixed by rolling back to the old firmware i think (mostly for first gen wifi)

[guyguy]

How do you roll back the firmware?

thanks

[MarcParent1977]

Hi,

So far, what I heard there's no way of rolling back to old firmware, what i was saying is that, google should go back to there old firmware wich was better for connectivity....so far, using STATIC instead of DHCP for my phones seems to be better....hope Google are going to fix there problems....

[Jeff]

Hey, all.

With the talk of firmware rollbacks, I thought I would hop in and confirm that rolling back to previous versions of firmware is not something we offer. Each update also brings along security updates that keep your devices safe.

Thanks.

[keenumm]

So what is the reason you have yet to release a new update to fix your last broken updated firmware?  Much longer and I will be throwing all for pucks in trash to go with another company.  No excuse for this to be going on this long.  Tired of factory resetting and rebuilding my network.

[Jeff]

Hey, keenumm.

Firmware updates aren't the easiest thing in the world to roll out. They take a lot of testing before they can go out to the world, even if there is a known issue out in the wild already. I don't know when an updated firmware release will happen, but it's definitely being worked on and so is the connection issue we've been seeing. I wish I had more news or a time frame to share, but I don't have that information.

Thanks.

[jsinon]

Add me to long list of frustrated customers.  Everything was fine until about 2 weeks ago and now my network has short outages every 5-10 minutes it seems.  They are quick and the service restores almost immediately but this makes for complicated conversations on zoom and my kids are having a hard time gaming online.

[keenumm]

i finally removed a device completely and all seems stable at the moment.  As far as firmware updates, it doesnt take this long to fix, didnt have issue rolling out the one that broke everything.

[Jeff]

Hi, keenumm.

I'm glad that you're seeing more stability, but yes, we're still waiting on that fix rollout. I'm hoping it hits soon. Thanks for keeping the thread updated with what you've been doing on your end.

[BattysGambit]

Hi Jeff

Any updates on a firmware update or is there someway to get under the hood so to speak?  I've completely factory reset and rebuilt my network 2 x now to clear caches, settings and anything spurious that might get in they way.  Seems that this gives me 2 hours, then the network collapses.  It's actually gotten worse, where the network refuses to accept connections with the SSID / Password. 

It's not my Service Provider, as I monitor the SP connection.

Some behaviour is that I did note the cache of devices seems to grow, whilst there are not that many devices in the network.  They seem to be ghosts.  I'm curious, do you know if the WifI devices are vulnerable to Py4J? 

Getting beyond frustrated, may be seeking refund.

Thanks

[hpmhugo]

Hey Jeff,

When can we expect to see the firmware update?

[Radar]

Any update on this issue?  It seems much worse at this time.  I lose internet connectivity frequently for 5-10 minutes on select devices.  Interestingly, it never appears to impact streaming services.

[guyguy]

No fix in sight, been a few months already. I jumped ship! Amplifi HD have been working great!

[Xevious]

Google wifi connection outages getting longer and longer.  My ancient d-link router is rock solid at the exact same time, so definitely not an internet problem, clearly the Google wifi devices. Restart, power off / on not resolving the problem.  

[Rollmeaway]

Yep I've been having the same problem with my Chromecast. It constantly drops in and out of connection to the wireless. It worked perfectly for about five years. And recently started doing exactly what the rest of the folks here have been saying. It was great while it lasted.

[Abdul965]

I am having exact same issue with my Google wifi router. It is dropping connection 30 to 60 seconds then come back up. Streaming services are working fine. I have tried factory reset and reboots. It works for sometime and then again the connections start dropping. 

[hpmhugo]

How are your streaming services connected, that they are not affected by the Google wifi router dropping connection?

[Abdul965]

I have a switch connected through ethernet cable to the Google wifi router. The switch connects to the living room using an ethernet cable. So far the streaming services are working fine. Wifi drops pretty often. I have seen some stability in the wifi network if the switch is disconnected from the router. 

[hpmhugo]

Hmmm … the plot thickens, as they say. So this means that the wired LAN side of the Google puck is running without interruption, and only the wifi connections are affected. VERY interesting input!

Just to be 100% clear:
Internet modem (cable, Fiber, whatever) —> ethernet cable to Google puck’s WAN port —> ethernet cable from Google puck’s LAN port to switch —> ethernet cable to living room = works fine.
Internet modem —> ethernet cable to Google puck’s WAN port —> wifi to devices = problems.

[Jeff]

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

[hpmhugo]

Hey Jeff,
Thank you for sharing the update. The current (old) firmware on my system is 13729.57.27, and this seems to also be mentioned by others. What is the new firmware version? It would be useful to have this, so that folks know whether they have the previous or current firmware installed.

[brrbtr]

My mesh has dropped at least twice in the last 30-45 days. All mesh points go offline with no warning or notification other than that they are offline. The main access point has gone offline once. I am currently on Software version 14150.43.81

Nothing about my setup has changed since I got it up and running Nov 2018.

Is this the latest update? 

And it would be nice to have a date of the software, as well as a way to check for updates manually (like my Pixel phone).

[hpmhugo]

Yes, 14150.43.81 is the latest firmware, and replaced .80 which was released just a few weeks ago.

Honestly, this is so frustrating & infuriating for all of us as customers. 

Here is a link to Google’s release notes … but … drumroll … it does NOT include .81!!! Argh!!
https://support.google.com/googlenest/answer/11993118

[keenumm]

All my new pucks had latest firmware pushed and I still got disconnects.  Had to unplug either the puck to reset or unplug device and power back on to get back online.  Bit the bullet and went with TP-link deco 5300s.  Been working better as far as performance and not a single connection issue for last 7 days.  Have four new gen pucks for sale if anyone interested.

[jscho]

I'm also having intermittent outages from my google mesh network.  Internet provider modem stays on for connection, but if you're on the Google Wifi it will go in and out - feels like it happens when we need it most (both parents working from home, and kids doing homework online.  I was looking for a remedy online or a phone number, and found this forum.  For as big as Google is, promoting a whole family of products, this is BS we have to deal with a forum with cryptic communication of "we're working on it" with no deadline or solutions in place.  Not impressed.

[lisaa]

Having same intermittent outages with Google mesh as everyone else.  I work from home and its getting super annoying!!  About to jump ship here. Where'd Jeff  at Google go? He hasn't replied for a few months now.

[marchandclan]

wow. this is absurd that this issue has been going on for so long and we don't have an end in sight at all?! I paid a shiny penny for my mesh and pucks, for it to intermittently work, reset in the middle of the night and have it wake my kid up because he gets startled from the reset noise. Simple solution: unplug it and it doesn't make the noise as it resets constantly. Ridiculous part - why did I pay for something that I have to unplug to not be a nuisance!? Hey Google - remedy this situation because I am an unhappy customer. TIA - 

[hpmhugo]

How to find your system’s current firmware version?

Now that Jeff announced the updated firmware, it may be useful to know your system’s firmware version. Some folks indicated they don’t know where to find it?

1. Google Wifi app (in case you still have it) - click on “wifi points” —> settings. Top of screen shows software version.

2. Google Home app (newer) - click on any of the routers —> settings. Middle / bottom of screen shows LAN IP, Connection type, Model and Software version.

In my case, as of today (4/1/22) all devices are still on 13729.57.27, which is the older firmware.