NEST PRO DROP OUT PROBLEMS

[Enzodast]

Another user here having constant issues with nest wifi.  i've ignored it for a while now because i just haven't had time to dig into this but lately i made it a point to try and get this resolved to no avail.

my internet is TERRIBLE.  I'm paying for a high plan from concast, at the router and through hardwire connections i'm getting great speeds.  Even on wifi i can get 300 or 400mbps no problem.  That's not the problem...it's STABILITY.

When i'm playing games on my phone or scrolling videos on instagram IF i keep wifi connected i drop connection constantly.  Any instagram reels typically pause for 10 seconds, buffer, then restart.  it's a joke.  All of these companies saying this is a strong mesh offering are fraudulent.  Something is wrong with the software or the hardware.

Playing games i can be 'attacking' and internet drops and i lose my attacks...very frustrating.  

The fix....TURN WIFI OFF AND USE VERIZON MOBILE connection.  The fact that my verizon connection is a 1000x more stable than wifi is ridiculous.  I typically have to now keep wifi off at home to do anything on my phone....but of course this kills all of my home automation stuff.  

GOOGLE WHERE ARE YOU....ADDRESS THIS PROBLEM.  DO NOT COME INTO THIS CHAT AND TELL ME TO CHANGE MY SETTINGS OR UNPLUG MY ROUTER ONE MORE TIME.

i've gone through your tech support...i've done the ip address changes i'm on the google "private server" and nothing has improved.  there is an issue!!! fix it!!

[Enzodast]

oh and google support i know you're going to say fill out a form or whatever but here is my case number where the work has been documented

 0-4736000037055

what do i do next since the troubleshooting didnt fix anything?  problem is still persisting!!!!!!!

[GabrielaG]

Hi Enzodast,

Thanks for reaching out to the community. I'm sorry to hear that you are having issues with your Nest WiFi dropping the connection constantly. It's my pleasure to assist you right now.

 I'd like to ask you a few questions in order to gather more information to fix it:

• When did the issue first occur?
• What is the light status of the main router? 
• Who is your internet service provider for your modem?
• Have you already talked with your internet service provider?

 I'll be waiting for your response; please let me know if you have any other details that could be useful.

Regards.

Gabriela

[Enzodast]

Issues been occuring for a while....they never seem to have ever been super reliable since buying them maybe 6 or 8 months ago. 

Concast service provider 

Connection at the modem and hard wired is fine it's only the Wi-Fi that's a problem.  Concast won't troubleshoot much because I'm not using their router or Wi-Fi extenders 

Light on the main modem is solid white.

I'm staring at one of the nodes and it has a blinking white light. Sometimes it's solid sometimes it's blinking. Both nodes are hardwired through a switch and into the main router device. 

Mesh tests show it's working fine.

[GabrielaG]

Hi Enzodast,

Thank you so much for keeping me updated. I appreciate you for the important information you provided me about your Nest WiFi connection. It's my pleasure to continue assisting you.

I recommend changing your DNS server in the Google Home app.

• Open the Google Home app.
• Tap Favorites, Wi-Fi Network Settings, and Advanced Networking.
• Tap DNS.
• Choose your desired public DNS server. If you choose a custom DNS server, enter a primary and secondary server address. (Primary server: 8.8.8.8 Secondary server: 8.8.4.4)
• Tap Save.

For more information you can check this article to change your DNS server in your Google Home app, then you can check the Internet speed test guide: Improve your internet connection with the Google Home app.

 I'll be waiting for your response; please let me know if you have any other details that could be useful. 

Regards,

Gabriela

[Enzodast]

If you open my case mentioned in my original post you'd see this was already done. No improvement. 

[GabrielaG]

Hi Enzodast,

Thank you for keeping me informed. I'm sorry to hear that you're still having problems with your Nest WiFi dropping the connection constantly. I appreciate your effort doing all the troubleshooting steps. I'll do my best to assist you right now.

We need to do a diagnostic report. Please check the steps below:

• Open the Home app. 
• Tap Favorites, then WiFi. 
• Tap the 3-dot menu icon.
• Select Feedback.
• Under "What would you like to file feedback for?," select the applicable device.
• On the "Send Feedback" screen, make sure to tick Screenshot and System logs:
• Tap the Send icon.

Let me know how it goes.

Regards,

Gabriela

[Enzodast]

thans .just did this but there was no option to click system logs...i showed a screen shot but i couldn't really double click into it.  i wrote up my issue and referenced this chat....

wife today... "hey, why can't i work...it says i'm offline"...i go and look and it shows online.  Me...playing a game...disconnect...reconnect...30 seconds later...disconnect.  turn off wifi use cellular and i'm super stable.  this is a joke.  i'm so close to using hotspot on my phone and not using home wifi.

[Enzodast]

Hello, can you still help see my previous response to all of your questions.

[GabrielaG]

Hi Enzodast,

Thank you so much for keeping me updated. I appreciate you taking the time to perform the troubleshooting steps. I'm happy to continue assisting you right now. 

I recommend checking the status report, please follow the steps below: 

To perform the steps using a wired connection, plug your laptop directly into your Nest WiFi Pro through the LAN port on the back and access the status report on a browser.

If you don't have a device that you can connect through a hardwired connection, follow these steps on how to connect wirelessly:

For a Nest WiFi Pro that's currently setup:

• Make sure you're connected to your WiFi network.
• Open a browser and access the status report.

From the page, collect the following information:

• Software Version: 
• captivePortal: (T/F)
• ethernetLink: (T/F)
• invalidCredentials: (T/F)
• ipAddress: (T/F)
• online: (T/F)
• pppoeDetected: (T/F)

In addition, please attach a screenshot of the page in your reply.

Once you reply with all the information needed, I'll contact you with the next steps.

Feel free to keep us posted if you have more questions.

Regards,

Gabriela

[Enzodast]

• Software Version: 

  3.74.447573

• captivePortal: (T/F)  

  false
  ethernetLink: (T/F)  True

• invalidCredentials: (T/F)  false
• ipAddress: (T/F)  true
• online: (T/F)  true
• pppoeDetected: (T/F)  false

[GabrielaG]

Hi Enzodast,

Thank you so much for keeping me updated. I appreciate you taking the time to perform the troubleshooting steps with me. I'm happy to continue assisting you right now. 

I see that you sent us the status report; the next step is to transfer this to my higher support. The team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email.

Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Feel free to keep us posted if you have more questions.

Regards,

Gabriela

[Enzodast]

form completed and submitted.