My Google wifi router keeps dropping connection

[biju1216]

I have had the Google Wifi product for many years. The router that is connected to my modem suddenly started losing connectivity in an intermittent manner. 

I thought the router was broken so I went and bought another but even that is now dropping the connection after a few hours. I have reset the router multiple times, it reconnects and then loses connectivity again in a few hours.

Can you please help? 

[S3bryan]

Google just released a new firmware to possibly address this you will have to wait as  it’s a phased rollout during the month.  

[myidaho]

Does the rollout apply to Gen1 purchased in 2018 before the redo of Gen1 in 2020?

[myidaho]

Does the firmware upgrade apply to Gen 1 Google wifi?

[Jeff]

Hey, biju1216.

As S3bryan mentioned, there's a new firmware version rolling out that may help with your network stability and performance. It's going out now and all users will have it before the end of the month. If that update lands and you still don't see any improvement with your network, definitely let me know and we can look deeper into causes. Let me know if you have any questions.

Thanks.

[Jeff]

Hey, biju1216.
Just to give you a bit more info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

[r2d21117]

Hello Jeff,

I continue to have issues with the Wi-Fi, where it is dropping randomly until I have to reboot the device or fully reset and reconfigure it. I'm on version 14150.43.81. 

[Sposeso]

Same problem here

[Jeff]

Hi, biju1216.

I know we have been waiting on that update, but it's been a while since we've checked in. I wanted to see if you got that firmware release and to see if it improved anything on your end. If you're still waiting for the firmware, it should arrive real soon. Let me know if you have seen any changes on your network.

Thanks.

[biju1216]

Still waiting for the update

[Jeff · Accepted solution]

Thanks for checking in, biju1216.

We'll keep this open so we can get that update pushed through and see how it impacts things for you.

[biju1216]

It works now. Thx

[Jeff]

Hi, everyone.

I can definitely see that while the firmware update helped some people out, others are still having issues. If you haven't power cycled your network since the update arrived, it would be a good idea to do so now. After restarting the network to ensure all the update settings are properly applied, let me know what what you're seeing in regards to network performance.

Thanks.

[G_GEARHEART]

How do you check what software you’re on and how do you update it?

[renturb41]

This does not solve the problem, but thanks for the suggestion.  

[Jeff]

Hi, G_GEARHEART. Below is the process to check your version. Updates are downloaded automatically, so you don't need to do anything to update.

1. Open the Google Home app .
2. Touch and hold your device's tile.
3. Tap Settings Device information.
4. Scroll down to view your software version.

Thanks.

[Jeff]

Hi, everyone.

Sorry to all who are still seeing connection issues. We have an article that gives a list of things you can check to make sure you're set up properly and how to troubleshoot a variety of issues. You can find that article here: https://bit.ly/39BLBra.

If you run through those suggestions in the article and are still struggling to get your devices to hold a stable connection, let me know here and we can look at more device specific steps.

Thanks.

[Sposeso]

Hi Jeff

I’ve been following all the advice in this thread. Still multiple dropouts per hour. Can not rely on network for zoom meetings.

 I have a Google router, 4 nests, 3 cameras, and even a new Google router (to replace but same issue).

I have assessed my ISP at length - normal.

This is a problem with the Google system. It was working seemlessly until 6 weeks ago.

 I have:

spent hours on phone to Google (twice) just changed IP address.

Firmware is 14150.43.81

Power cycle

Factory reset

Uninstall

everything except throw at the wall!

$1000s spent

Hopeless

This must be fixed, or I’m forced to take them all back.

Can you please help, or direct me to someone who can.

 Thanks!!!

[Emily0603]

I feel you on this post... bought a new router.... still having problems.

Mine is on an old Firmware and it's brand new????  

[Mozman]

Hi, I have recently been getting the frequent "connected without internet" issue with the Nest WiFi.  Even though the Nest WiFi loses connection my ISP modem/router still works and I can connect to that and have internet.  The only way to get internet back up on the Nest WiFi is to power cycle my ISP modem. But a few hours later the Nest WiFi loses internet again. 

I have factory reset the Nest WiFi,  removed all satellites and only use the Nest WiFi router, and had my ISP bridge the modem. None of this have solved my problem. Please help. 

[Mozman]

UPDATE - It appears the problem was with the ISP modem gateway.  It seems that any of the ISP gateways cannot bridge well with any external mesh wifi.  I have used the Google Nest wifi and a TP Link X60. Both had problems losing internet connection.   

My ISP (Optimum) originally replaced the modem with a newer model. Both modem gateways presented the same problem.  Finally has a Optimum tech come to my house. He replaced the modem gateway (built in router), with a plain modem (no built in router). And everything works fine. A couple weeks have gone by with no drop in internet connection. 

Interestingly, the tech gave me an older model Optimum router that I can use as an internet switch for multiple ethernet connections.  Connection set up was ISP modem to Optimum router to Google Nest Wifi. That worked fine for a few days, but started getting the dropped internet conenctions. Removing the Optimum router, solved the problem.  So it seems that I cannot have a router between the modem and my mesh wifi system.  Or Optimum needs to figure out how to set the bridge properly to avoid these issues.

[Jeff]

Hey, everyone.

It's been a while since I have touched base. I know this has been frustrating for a lot of you. I'm still waiting on any news of a resolution on this, but I haven't heard anything yet. If anything has changed for any of you, please feel free to update us here. Hopefully I can find out more soon.

Thanks,

- Jeff

[Emily0603]

Its December 2022. I just bought a new Wifi router and the software version is14150.376.32  How do I get an updated software without disconnecting and returning my device?

[Jhonleanmel]

Hey there Emily0603,

Thanks for posting — let's see what's going on. 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

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.
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.

Let us know how it goes.

Best,

Mel

[G_GEARHEART]

My Internet keeps dropping every half hour and I’m working from home. This issue is going to get me fired. I’m so sick of this on going problem. 

[AbigailF]

Hello G_GEARHEART,

I'm sorry to hear you're also having this issue. Were you able to try the troubleshooting steps suggested by Mel? Let us know how it goes.

Regards,
Abi

[Emily0603]

i do not have a combo router/modem. 

i did the 8.8.8.8 thing and I have not experienced any issues. 

fingers crossed as I have a very busy two weeks. 

[AbigailF]

Hey Emily0603,

Thanks for the update. Let's monitor it for now and see if there will be any changes in the next few days. I also 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

[Jhonleanmel]

Hi folks,

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

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We haven't heard from you in a while so we'll be locking this thread if there is no update after 24 hours. If you have any new questions, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks,
Mel

[G_GEARHEART]

Mine went out 20 times yesterday 

[Emily0603]

I just reset mine again....

im still

on an old software... but it's brand new. .376.32 is the last digits of my software 

[G_GEARHEART]

Is Comcast the problem here I’ve lost Internet four times this morning

[AbigailF]

Hi folks,

@G_GEARHEART, we'd like to confirm if you were able to do the troubleshooting steps mentioned above. This will help us isolate the issue further.
@Emily0603, are you still having issues after troubleshooting? We'll wait for your update.

Best,
Abi

[G_GEARHEART]

Yes I’ve done it all. It went out like 15 times yesterday and already twice this morning 

[AbigailF]

Hello G_GEARHEART,

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Abi

[AbigailF]

Hey everyone, 

@G_GEARHEART, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 
@Emily0603, checking back in should you still have some questions here. Let us know by replying to this thread.

Cheers, 
Abi

[Emily0603]

Still having issues.

I opened up a ticket with google today and she had me factory reset my router AGAIN... and lll my points.  Everything worked and was great.  Less then an hour after I got my email ticket number from Google... Guess what.... router dropped again.  Connected my modem to my computer - there's internet... but the Google Router isn't working.  So frustrating.  I feel like i'm stuck because i'm $$$ in!!!  I can't afford to lose work days and I can't afford to buy another freaking router. I also am losing my mind with my family who has NO wifi for all our devices including my husbands laptop for his work.

[AbigailF]

Hey Emily0603,

Thanks for the update. I'm sorry to hear that you're still having issues. Could you provide the case ID number of your interaction with our support team so I can take a look? We'll wait for your update.

Best,
Abi

[AbigailF]

Hi Emily0603,

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

Thanks, 
Abi