Nest Wi-Fi keeps disconnecting and doesn’t come back

[Iryna]

Hello, 

I’m a user of Google Nest products for the last 5 years or so and I have encountered a very annoying problem.

4 months ago I have upgraded my Google nest pucks to the latest generation, bought 3 pucks in total. Installation went smooth and pucks worked for a while.

2 weeks ago I have upgraded my modem to NETGEAR Nighthawk Multi-Gig Cable Modem CM2000 to support the internet speed 2.5gb  provider my by provider Xfinity. The pucks were working, the internet was great.

However, recently the Wi-Fi started stopping with 2 out of 3 pucks in the mesh going offline for no reason. The puck that still has connection is the one that’s connected directly to the modem. 

the internet does NOT come back on its own, one has to unplug the pucks and plug them back in to get internet woking again. It keeps happening every 24 hours or so. 

I tired all troubleshooting suggested by google and it helps temporarily and in 24 hours the Wi-Fi drops again. 

Whats the solution to this problem?! 

[Iryna]

Hi Will, 

Thanks for the answer but these troubleshooting techniques I have already tired. Besides the puck that has internet connection doesn’t go offline, only the others too. 

[Jeff]

Hi Iryna,

With the new modem from your ISP, does it include a built-in router as well, or is it a modem only? I'm wondering if with the new modem if you might be running into a double NAT situation which can cause a whole host of connection troubles. Does the modem have any wireless networking capabilities of its own?

Thanks,
Jeff

[Iryna]

Hi Jeff, 

thank you - I have actually chatted with someone from your support recently and they advised me on some DNS change in the settings. After that it seems the issue went away - Wi-Fi been working well for over 2 days, so I’ll keep an eye on it and if it starts dropping again I’ll update the case. 

thank you! 

[Jeff]

That's good news, Iryna. Thanks for the update.

If anything changes over the next few days, just let me know. Otherwise I'll follow up soon and see how things are going.

Thanks,
Jeff

[Jeff]

Hi again, Iryna.

I just wanted to check in and see if things were still running smoothly. If you have had any troubles, let me know and we can look into things together.

Thanks,

Jeff

[Jeff]

Hi all,

As we got our resolution here, I'm going to mark this one as resolved in the next 24 hours. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to let me know before the lock.

Thanks,
Jeff

[Iryna]

Yes, thank you !!!