Google wifi not working with xfinity

[ErikaES]

Hello,

I have xfinity internet setup with Motorola modem and nest wifi. 
Our internet gets disconnected multiple times a month and when it does come back,  our laptops, google nest thermostat and other devices can’t connect for hours.

The speed test is very low as well and we have the highest package. 

Any ideas on what it can be or what to do? Xfinity said they can’t help unless we get their router, but we spent the money on the nest wifi and would like to keep it.

Thanks!

[MplsCustomer]

@ErikaES 

Maybe you need to troubleshoot your Nest Wi-Fi with Google Nest Support (https://support.google.com/googlenest/gethelp). We have Xfinity internet, with their xFi XB7 Gateway router/modem, and we have two Linksys routers connected via Ethernet cable to the router/modem and configured as access points. We lose internet access maybe once or twice a year.

[mrBearToe]

I also have Xfinity and I'm having similar issues with my Nest WiFi and 2 mesh points also. 

Started with "Connected to internet. Limited Internet/No Internet". I had a 10 year old modem so i replaced with a new one with DOCSIS 3.1 since Comcast is no longer supporting DOCSIS 3.0 modems. 

With the new 3.1 modern connected to my Nest WiFi Router, now the 2 mesh points are offline and only some of my devices will connect to the WiFi. 

I've tried contacting Google support and 2 weeks later they haven't given me an answer! They're worthless!

[AbigailF]

Hi folks,

@ErikaES, thanks for posting — let's see what's going on. 

A few questions: How many devices are dropping from the network? Also, do you have any paused devices? 

Give these steps a try:

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• 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.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• 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.
• Unplug the power from your Google Wifi devices for 2 minutes.
• If the issue persists, try factory resetting your network. Take note that this will delete all network data.

Let us know how it goes.

@mrBearToe, I’m sorry to hear that you’re also experiencing the same issue. You mentioned that you were already in contact with our Google support team. Could you provide the case ID number of your interaction with them? I’d like to check on your case for you.

@MpIsCustomer, appreciate your help here.

Cheers,
Abi

[AbigailF]

Hey everyone,

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

Best,
Abi

[AbigailF]

Hello folks,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Regards, 
Abi