I have to restart my mesh-connected Nest wifi every day or two

[mdnorman]

I got Google Fiber over the summer with 2 Nest wifi access points. Ever since the initial setup, I've had to restart my extension wifi every couple of days because devices can't connect to it or the bandwidth is really slow. Some devices like my iPhone can connect but get slow speeds, whereas other devices (typically older with lower-bandwidth wifi, like gen 1 Nest thermostat and Harmony remote) can't connect at all.

I saw similar community posts about this here and here, but those threads are closed to replies even though clearly folks haven't gotten resolution.

I have the latest firmware on both access points: 1.63.377847. Model G6ZUC.

[DeweyO-1]

I have the same problem, except that i am rebooting my router 1-2 times per day.  Any place where i can get google support?

chat option never comes back with a person.  

[Dan_A]

Hi folks,

@mdnorman, @DeweyO-1, that certainly isn’t the experience we want you to have. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet from your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can give these steps a try:

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.
   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

[mdnorman]

Hi,

I'm not using a modem/router combo. The primary Nest upstairs is connected directly to the Google Fiber box, so no extra router in the middle. Then, my other Nest downstairs is meshed in. The Nest upstairs is in a loft area, and the Nest downstairs is in the living room at the bottom of the stairs, so not too far away but not too close either. The connection always says "good" even when it's not working.

Both Nest devices are the model number I mentioned above: G6ZUC. I'm not sure of the model number of the Google Fiber box.

I've done all of those steps above multiple times (power cycles, factory resets, etc. etc.). I've tried Google's DNS (8.8.8.8/8.8.4.4) and Cloudflare's DNS (1.1.1.1/1.0.0.1) with little difference.

[chriswhitney]

Did you get a resolution to your problem?  I am having the same issue.

[Dan_A]

Hi everyone,

Good day!

We're checking in to see if you're still having the same concerns as before. What are the changes that happened to the ones who were in contact with our higher tier of support?

Looking forward to your responses.

Best regards,

Dan

[Adrianlow]

Hi Dan, for me, there was no further progress. After 2 months emailing back and forth, I switched back to the older version of Google wifi and offered to allow the higher tier of support to run the same diagnostics. They declined to follow up so I left it as that and returned the Google wifi pros. Not great service and support from Google I’m afraid.  It has been about 6 weeks since I switched back and no such issues.

[Dan_A]

Hey there Adrianlow,

I understand your frustration with the buffering issues you experienced with the Google Nest Wifi Pro. It's unfortunate that, despite your efforts, the problem wasn't addressed definitively. While I can't provide specific support due to my limitations, please don't give up on it yet. I'll check this with our team and get back to you once we have an update.

Kind regards,

Dan

[Dan_A]

Hi Adrianlow,

Our team has already sent you an email under a newly created case. Have you seen it? If so, kindly reply to it and continue the conversation there.

Kind regards,

Dan

[Adrianlow]

Hi @Dan_A the last email was on 21 Dec and it was from me to the Google support team. They never responded.

[Dan_A]

Hello again,

Apologies for the confusion. Let me double-check as to why you haven't received the email sent on February 8, 2024. I'll get back to you as soon as we can. In the meantime, kindly check your spam email to see if it went straight there. Let me know once it is done.

Thanks,

Dan

[sharptec3]

I had the same issue with my Nest wifi, I recently upgraded to a Nest wifi Pro and unfortunately having the exact same issues. Tried to send it back but past the very short warranty. Support has not been able to help me with either version. Unfortunately, I am now stuck with 2 Nest wifi products that are unusable. I am beyond frustrated. 

[Dan_A]

Hello there,

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

Kind regards,

Dan

[mdnorman]

Done.

[Dan_A]

Hey mdnorman,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

@sharptec3, we haven't received your form. Have you had a chance to fill it out?

Thanks,

Dan

[sharptec3]

The form is filled out.

[Dan_A]

Hi sharptec3,

Thank you for the swift response. As above, one of our higher tiers of support will reach out to you via email. Please check it out from time to time and also check the spam section if the email goes straight there.

Cheers,

Dan

[Adrianlow]

Hi @mdnorman @sharptec3 @DeweyO-1, I am too facing an issue after upgrading to the wifi Pro and have been in communicating with Google for a couple of weeks now while restarting my network every 24 hours.

Seems like your forms were submitted ahead of my logged issue so wanted to check if there has been any solution offered. I have gone through exactly the same steps shared - factory reset, 1.1.1.1, diagnostic access - but it doesn’t appear to be heading anywhere.

[mdnorman]

Unfortunately I haven't gotten any advice that improved anything.

I went out and bought the Deco and it works beautifully in exactly the same spots I had the Nest Wifi. I'm considering the Nest Wifi to be DOA and so I've given up on it. At least the Nest endpoints were free so I'm not out any real money.

[Dan_A]

Hello there,

Mdnorman, we're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

Adrianlow, for us to further isolate, have you tried the steps above aside from the factory reset? Is there an error message? Since you mentioned a communication with Google, could you provide me a case number that we can review? Looking forward to your response.

Best regards,

Dan

[Adrianlow]

Hi Dan, the case number is [9-3889000035091]. However, it appears that Google doesn’t seem to care very much about their customers who pay their hard earned money for their defective products. I have been on email since the start of Nov with “senior technicians” according to the agent responding but got no where. 

They claimed a month later in early Dec that it would likely be an ISP issue after running a couple of remote diagnostics with my approval. I deliberately changed out from my Google wifi pros back to the previous nest wifi set and asked them to run the same diagnostics again. They have not responded to my chasers for 2 weeks now and my connection to the 2.4Ghz devices NEVER drop off. I think it’s quite blatant that this is a known issue for these new Google wifi pros but they are just refusing to acknowledge it.

To anyone thinking about buying the newer wifi pros, as they say Buyers Beware!

[Dan_A]

Hello Adrianlow,

Thank you for the information, and upon checking, they recently sent you an email dated December 20 with more information and steps to take. Kindly reply directly to them, and please continue the conversation there. Our higher tier of support has been working on this case diligently. Check your email for updates.

Kind regards,

Dan

[Adrianlow]

Hi @Dan_A  appreciate you checking in with them as they went radio silent since the 10th. I assume your nudging them worked. 
Unfortunately, i do not believe they have valued added in any way on their recent reply. Essentially repeating what they said 2 weeks ago. The “senior agent” is adamant that it is an issue with the ISP. I have (1) confirm with the isp that there is no firewall etc and (2) switched back to the non pro nest wifis. I have had zero drop offs in 14 days and offered their senior agent to run the same diagnostic. They have gone absolutely radio silent again.

sorry but I don’t think consumers should trust Google with their wifi products.

[tkatebini]

I am having the same problems myself - having to restart the entire mesh system every 3-4 days due to slowed network speeds. Paying for a higher internet speed with my ISP and yet only pulling 1/4 of that is ridiculous IMO. These were expensive meshes - I kept my older Orbis (that were about 7 years old) and had no issues with them but thought upgrading after so many years would be a better option - boy was I wrong. I am about to go back to them, or upgrade to something different. If I have any friends talking about getting a newer mesh system I tell them to avoid these. I have done all the protocols that support says for settings, placement of the mesh points, but no luck. Not using any router - one of the access points is plugged directly into the cable.