Nest Pro is Actual Garbage

[Ved_]

I have 5 "pro" nodes on my network (3 pack and a 2 pack). Ive had the NestPro for nearly 8 months, and for 8 months it has been an absolute S#$T show. Since day one, my devices are constantly dropping. The nodes are spaced perfectly throughout the property, and yet I am having to reset my network almost daily. I do not know why I didnt return it the first week I had it.  I held out hoping a Google Nest update would fix the Nest Pro - NOPE! I have tried troubleshooting almost every month and even factory reset a few times. Does anyone know if there is there a way I can get a refund for the 5 nodes I purchased?

[Dan_A]

Hi Ved_,
 

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)? 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

[Adrianlow]

Hi Dan,

I have been engaged with the Google nest team for the past couple of weeks now with the same issue. Doing a quick search of the community questions, this issue seems to concern quite a number of users.

I have done the same troubleshooting steps but 2.4 GHz devices just keep dropping off every 24 hours. Like what Ved mentioned,  we have to restart the network daily. This is not isolated to a single device or a single manufacturing and even cuts across different types (eg home cameras, robot vacuums, printers). 
Additionally, this seems isolated to the nest wifi pros. I never had such issues with the original Google wifi.

[Dan_A]

Hey folks,

Adrianlow, thanks for the information. By the way, for more details, how have you been in contact with Nest support? Do you have a case ID that we can work on?

Ved_, have you tried the steps above? If so, how was it?

Keep us posted.

Regards,

Dan

[Adrianlow]

Hi Dan, our conversations have been through chat and the last we left it was that Google needed to take it back and would respond to me via an email. It has been over a week since then. 
My case number is 9-3889000035091. 

[Dan_A]

Hello again,

Got it! Let us take a look at it and see its progress.

Bear with us a bit.

Cheers,

Dan

[Dan_A]

Hello again,

I'm sorry for the late response. Could you reply to the email that they sent? Inform them of your status, and from there on, you can continue the conversation there since you will be talking directly to our higher tier of support.

Kind regards,

Dan

[Adrianlow]

Hi Dan,

Thank you for replying but based on the last chat, Google nest was supposed to look into it and get back to me via email. 
Not sure why the team did not and it has been 2 weeks. Regardless, I have just dropped a follow up email. Thank you for replying.

[Adrianlow]

Hi Dan, will appreciate a bit of assistance if possible. My last chat was on 11 Nov and I was told the team is checking on the issue and will respond to me via email. Only once I followed up as per your suggestion did I get a response. Unfortunately the response I got was to set up static IPs with steps provided for my iOS / android devices. This is extremely disappointing considering the background I have shared on 3-4 occasions. 
Would you know if there is a function on Google home for me to set a daily schedule to restart the network perhaps? At least that will be a lot less of an inconvenience to me. 

[Dan_A]

Hi there Adrianlow,

We hear you, and we apologize for the discontent. Your Nest devices don't have the scheduled auto-restart/reboot function. Manually doing the reboot is needed.

Following our higher tier of support’s instructions might be the best way to go. It would be best to let them know of your concern so they know exactly what next steps to take.

Best regards,

Dan