cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest APs go offline

Pakdude
Community Member

Please give a thumbs up to this response so that more people find it.

I use Google Nest WiFi a lot. I support WiFi for 16 sites of a non-profit organization in Ontario, Canada. In addition I am a manager for 5 families with Google Nest WiFi. So that's over 60 Google Nest APs worldwide.

The 16 sites in Ontario, Canada are spread over a 200 km radius.

Some (less than 10%) of the sites have the old hockey-puck shaped AC-1304 models (original Google WiFi). The first of these were installed in 2019.

But most (more than 90%) are the Google Mesh AP/speaker combo. For these, the router is AC2200 (shows up as H2D in Settings) and the Points are AC1200 (shows up as H2E in Settings).

I have never had an issue with the older AC-1304 models. But over half of the sites with AC2200 have APs that go Offline within a week of rebooting. Reports of APs going offline have increased in 2022. It wasn't so bad in 2020 and 2021.

Troubleshooting steps, based on numerous sessions with Google Nest WiFi Support, include:

  • Restart router from Google Home app --> Does not help. Obviously, network is offline for the duration of the reboot, but offline APs remain offline.
  • Restart AP from Google Home app --> Does not help. Makes no immediate difference.
  • Physical reboot (unplug/replug) of offline AP --> Everything looks good for a few days. But then after a few days, the problem resurfaces and APs go offline. This is something I coordinate with remote people at those sites. I tell them where the AP is and ask them to physically reboot the AP. They typically do not have access to the Gmail account for the Google Home app.
  • Factory reset AP or router --> Not attempted. This is not an option. This is a complex operation that would have to be done by me. I cannot ask the remote volunteers to do this. Because of the sheer number of APs that go offline and their distance from where I live (I have a day job), it is not practical to drive hundreds of kilometers out to do this myself when I did the initial install just months earlier.
  • HW exchange --> Not an option for the same reason.
  • Disabling Bridge mode on the ISP modem --> Does not help.

I have worked in technical roles at Cisco, Juniper, and HPE, and know a thing or two about networking. Google Nest WiFi is obviously not an enterprise-grade solution. It is a home-grade solution. You get what you pay for. Nobody is debating that. However, stable reliable performance is what every consumer demands. It should not require a physical reboot every few days. These are not supposed to be Windows 95-like devices. One should be able to expect a reasonable level of quality from these devices.

It is pretty clear to me that Alpha (of Killed By Google infamy) has diverted Engineering investment away from Nest WiFi, leaving their customers with bricks.

I challenge Google Nest WiFi Product Management to come to this forum and address this comment with a roadmap for software support of these devices.

42 REPLIES 42

GothicCastle
Community Member

I’m having the same issue with new WiFi Pro points.  I was working with product support, but they’ve stopped responding.  The hardware is just going offline requiring a reboot. 

krroller
Community Member

It would be fantastic to see product management on some of these forums or at least a close representative to them.   FWIW, from some quick research, here are the key resources.

Rishi Chandra
VP, Product & General Manager, Google Nest

Sahana Mysore
Product Manager, Google Nest Wifi

Sanjay Noronha
Product Manager, Google Nest
Senior Product Manager for Wireless and Networking 

olavrb
Platinum Product Expert
Platinum Product Expert

Some have gotten replies from Google directly with Twitter to @madebygoogle, maybe worth a try too.

---

Me myself have 2x Nest Wifi router AC2200 in wireless bridge, they've been rock solid for years. The Google Wifi AC1200 they replaced were too.


I don't work for Google.

Hakt
Community Member

I'm having the same issues. Google nest mesh simply dying. Unplug fixes it for a day. Very unimpressed. 

Leej
Community Member

I'm having the same issue. I originally had the old puck style and they were rock solid for years. I updated everything last year to the newer nest marshmallow style, and it has been great until the last 4 months.  I have one router and three access points.  They will show "great connection" for days, and then suddenly one or two of the three access points will show weak or offline, and overall network is terrible.  I have removed access points (not the main router) by factory reset, and then re-added back to the network, and this seems to fix the issue for a 1 to 3 days, and then everything goes bad again.  I'm at a point where I'm ready to replace my whole network with something other than Google.

If anyone knows of a real solution, let me know, otherwise I will likely be replacement my router and access points in the next day or two...

Very unhappy!

AbigailF
Community Specialist
Community Specialist

Hey everyone,

@olavrb, appreciate your helpful response.
Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi.

@Pakdude, we'd like to take a deeper look into this — could you fill out this form and let us know once you're done?
@GothicCastle, can I get your case number so I can take a look at it?
@Hakt, just to clarify, is it the main Google Nest Wifi router that goes offline or one of the points?
@Leej, I have a few questions: are the access points connected directly to a power outlet? What’s the color of the status light on the access points? Were there any changes on your network like a change in location, new Internet Service provider or modem?

Thanks,
Abi

Are you serious? How long do you think I would sit and wait with non-functional Wi-Fi?

These garbage Wifi Pro units were returned weeks ago and replaced with something that works.

Pakdude
Community Member

@AbigailFI have filled out the form. Looking forward to a software fix for this bug soon.

Leej
Community Member

@AbigailFUpdate: after a long time chatting with Google, as a last resort they suggested changing my DNS settings in the app from Automatic to Custom: primary 8.8.8.8 and secondary 8.8.4.4, and then power everything down and reboot. After doing all of this, eventually things have improved and been stable for about 1 week. They also suggested if things don't improve to do a factory reset on my router and all access points and set up network from scratch. I haven't done that yet, but if problems return, I will, and then I will likely purchase some other brand of wifi system.

Regarding your questions:

"Are are the access points connected directly to a power outlet?" Each point is connected to a surge protector.

"What’s the color of the status light on the access points?" I have Google Nest, and the light is solid white and unchanged when I have issues.

"Were there any changes on your network like a change in location, new Internet Service provider or modem?" No, I had no changes.

Again, I'm hoping changing the DNS has solved my issues. We will see, but my confidence in Google Wifi is not very good right now...

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

Thanks for the help, @AbigailF.

@GothicCastle, 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.

@Pakdude, 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.

@Leej, awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

Best,
Mel

Leej
Community Member

@JhonleanmelLooks like I spoke too soon. Since changing DNS settings and restarting, my access points have had "Great" connections when I run a mesh test for about a week (thus the reason for my post above). Then this afternoon, one access point went offline, and the other two show "weak" connections. I have restarted my network and run another mesh test, and now two show "great" connections, and one shows "weak"? I have restarted that access point, but no luck. I may try to factory reset everything and see if that resolves this ongoing issue. I will probably reach out to google support again, but I don't see any resolution...

Jhonleanmel
Community Specialist
Community Specialist

Hi Leej,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

Hey there,

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

@Hakt, 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.

Best,
Mel

@AbigailFand @Jhonleanmel : My lines are open. I'm still waiting for that email.

AbigailF
Community Specialist
Community Specialist

Hey Pakdude,

Our team has sent you an email. Please check and continue the conversation there.

Cheers,
Abi

EmersonB
Community Specialist
Community Specialist

Hi folks,

@Hakt just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Abi, olavrb and Mel.

Regards,
Emerson

Pakdude
Community Member

Do not lock this thread down. The issue still exists at several of my sites. Nothing has been resolved.

Hakt
Community Member

I never heard back from google - and my wifi is in a constant on/off status where half my devices are connected and half not depending on the hour.
Trouble is I have a fairly modern smart home - google messing up on this wifi product (which i consider a basic necessity for my home) really cuts into the trust i have for google as a part of my smart home at all.
It all starts with wifi.

AbigailF
Community Specialist
Community Specialist

Hello Hakt,

Please check your email as our team has sent you a message. You can continue the troubleshooting steps there.

Thanks,
Abi

AbigailF
Community Specialist
Community Specialist

Hey folks,

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

Best,
Abi

Hakt
Community Member

I sent two feedback logs.

Issue still persists.

Will be sending a screenshot of the log via lan Connection.

These wifi points have reduced to absolute ridiculous point. Not operating or working constantly dropping internet. These google wifi points are shockingly bad, after just 1?5years of use.

Pakdude
Community Member

Does anyone know how to place a Class Action lawsuit for fraudulent advertising?

AbigailF
Community Specialist
Community Specialist

Hi @Pakdude and @Hakt,
 

Our support team has sent you emails regarding your issues. I suggest replying to it so they can continue to help you out with your case. 


Thanks,
Abi

Hakt
Community Member

Thanks on it. sent 2/3 of the log requests already.

Jhonleanmel
Community Specialist
Community Specialist

Hi Hakt,

 

Thanks for the update. I suggest keeping your conversation there to avoid confusion.

 

Best,

Mel

Hey Hakt,

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

Best, 
Mel

Jeff
Community Specialist
Community Specialist

Hey everyone,

It looks like we've slowed down here. We'll be closing up the thread in the next day unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.

Thanks,
Jeff

Pakdude
Community Member

Again, the issue is not resolved. Do not close the thread.

Seriously.  Closing these threads while there are obvious problems just makes Google look shady.

Jeff
Community Specialist
Community Specialist

No worries, Pakdude. I'll keep it open. Generally when threads slow down we try to give precedent to newer conversations, but as you and GothicCastle have mentioned, the issue persists.

 

Thanks,
Jeff

Leej
Community Member

So, as stated in my post above, after months of having constant issues with access points randomly going from great connections to weak connection or offline, I changed my DNS settings and powered everything down (including modem).  Then brought everything back online, and everything had "great connections" again for about 2 weeks.  Then again, random weak connections.  I shut everything down again, and powered up, and have had great connections for about 3 weeks.  But yesterday, weak and offline AGAIN (I restarted the network with no improvement).  I unplugged everything, and then powered up and I'm good again for now, but I have no confidence in my google wifi access points and unless there is a solution (settings or firmware update), I'm sure it's just a matter of time till my wifi goes down again...

Disappointed.

AbigailF
Community Specialist
Community Specialist

Hi Leej,

I'm sorry that you still have issues with your network. Could I have the case ID number of your interaction with our Google support so I can take a look? We'll wait for your update.

Best,
Abi

Leej
Community Member

@AbigailF , should I send the case number here, or send it to you privately?

AbigailF
Community Specialist
Community Specialist

Hey Leej,

You may send it here. We'll wait for your update.

Cheers,
Abi

Leej
Community Member

Case number is  8-1218000033268

AbigailF
Community Specialist
Community Specialist

Hi Leej,

Thanks for the details. I've informed our support about this and they will send an email shortly. Please keep your lines open.

Regards,
Abi

Leej
Community Member

Per Google Support, I've done a complete factory reset on my router and access points, and re-setup my network (wasn't happy about this, but I don't know what else to do).  I have great connections on my access points for now, I will monitor for the next 2 or 3 weeks if it stays stable.  Fingers crosses.

AbigailF
Community Specialist
Community Specialist

Hey Leej, 

Thanks for the update. I'm happy to hear it has improved. If there are any changes in the future, kindly inform the team assisting you via email so they can proceed with the next steps. Also, I'll keep this thread open while you monitor your Nest Wifi points.

Best, 
Abi

Leej
Community Member

@AbigailF 

My problem is back again.  I did a factory reset in December as instructed by Google, and I had great/good connections on my access points for about 2 weeks, and last night, all of the sudden all access  points had weak connections and the wifi was unusable.  I restarted the network this morning, and now I have great/good connections again.  BUT THIS KEEPS HAPPENING every 2 to 3 weeks and it has been going on for several months (I first posted this issue on this forum 2 months ago, but I have been dealing with this for 6 to 8 months).  I can't keep restarting or factory resetting my network every 2 or 3 weeks.  I am very frustrated.  I have sent google support another email (my case was started in early November), and I'm sure they will suggest restarting or factory reset. again.  My wifi worked great for a long time, and then it started having this re-occurring issue about 6 months ago.  I have no confidence in the Google hardware, and if I don't get some positive response from Google, I will be replacing my wifi with some other manufacturer's hardware.  I don't know what else to do.

Lee