Main network doesn't connect to internet, Guest network is simultaneously fine?

[kimbert]

Having an issue with our Google Wifi pucks and can't determine the cause or the solution. We have a lot of smart devices in the house and connecting to the main network has been unreliable -- for a few things like Tapo cameras and our Schlage front door lock. We could write this off as perhaps just issues with item compatibility and being unable to control whether we're connecting to 2.4ghz or 5ghz, but the problem seems to extend beyond that. Lately, my Android phone AND my main PC can't connect to internet, sporadically. It will work fine for a while and then just stop. It's really frustrating because the current device will connect to the network fine, it just can't access the internet, meanwhile simultaneously, other devices are connected to both the network signal AND the internet. Since my phone and my husband's phone are exactly the same make and model, I don't think it has anything to do with the devices after all.

Sometimes we're able to get the internet back for everyone by restarting the network, but this doesn't seem to be a permanent solution. Any clues on what the heck is happening?

[olavrb]

Might be related to MAC randomization and DHCP. Do you see a lot of duplicate, offline devices if going into the Google Home app -> Wi-Fi (icon) -> Devices?

I'd try to disable MAC randomization for devices connected to your Nest Wifi network in any case.

• Apple: [1] https://support.apple.com/en-ca/guide/security/secb9cb3140c/web, [2] https://support.apple.com/en-us/HT211227
• Google / Android: https://source.android.com/docs/core/connect/wifi-mac-randomization-behavior
• Microsoft Windows: https://support.microsoft.com/en-us/windows/ac58de34-35fc-31ff-c650-823fc48eb1bc

If this is not it, I'd try to do a factory reset of the whole network, then set it up from scratch. Reuse the network name (SSID) and password so devices reconnect automatically afterwards.

• Factory reset: https://support.google.com/googlenest/answer/6246619?hl=en
• Set up: https://support.google.com/googlenest/answer/9548301?hl=en

[AbigailF]

Hey folks, 

Thanks for lending a hand, @olavrb.
@kimbert, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

[kimbert]

I haven't had time to try the full reset again yet since @olavrb suggested it, but I should note that we did do a full reset about a week prior and the problems seem to persist. I would love more suggestions to try!

[AbigailF]

Hello kimbert,

Thanks for updating us. I suggest trying the factory data reset again for good measure. Let us know how it goes.

Regards,
Abi

[AbigailF]

Hi kimbert,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Abi

[AbigailF]

Hey kimbert,

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.

Cheers, 
Abi