Nest WiFi Access point continuously drops it's connection

[bschoms]

I have reached out to the Google support team around 25 times to get this issue resolved so I am turning to the message boards. About 4 or 5 times a week my Nest wifi access point loses its connection to the internet but is still broadcasting the wifi signal. The main Nest wifi point that is hardwired to the modem still has a connection and if I unplug the Nest point it comes back online after rebooting. 

Google has asked me to put my modem in bridged mode but it is a modem that does not have broadcasting capabilities and does not have the option to set it on bridged mode so Google is basically useless with this issue. 

I have factory reset the hardware multiple times, changed SSID information, and even had the main unit replaced. Nothing seems to fix this. Does anyone else have this problem or know how to fix this?

This has been the worst wifi setup I have ever had, if Google would refund me I would happily take my money back but unfortunately, I have been dealing with this for over a year, and it makes working from home a mess. 

[bleen]

i continue to have the same issue so i unplugged the access point again. this makes one area of my apartment lose coverage but everywhere else has stable coverage.

[Jhonleanmel]

Hey folks,

Thanks for letting us know, Hacksaw2085. Keep us posted once you receive information from your ISP.

bleen, sorry to hear about that. Have you tried to factory reset the point?

Best,

Mel

[bleen]

yes … i have done a factory reset before

[Jhonleanmel]

Hi bleen,

Thanks for the update. I suggest to move the Google Wifi point within the recommended distance of 25ft from each other. Also, if you have an extra Ethernet cable, connect it directly to the main point.

Cheers,

Mel

[bleen]

the access point is 18’ from the main router (two walls in between).

 It’s not practical to run ethernet between the two

[Jhonleanmel]

Hi bleen,

Thanks for letting us know. There's a chance that the two walls between your wifi points cause interference. Try moving the point so no wall or only one wall is between the devices.

Let us know how it goes.

Best,

Mel

[Robert-R]

Here's the odd thing for me with my AP.  About every 5-7 days it goes from a Great connection (on mesh test) and then all of the sudden it'll say weak connection (on mesh test) and our chromebooks that are on the AP will no longer be able to access the internet.  The solution for me is to always just restart the entire network.  After that, about 2 mins, the AP will once again show Great Connection.  Nothing has been moved or anything.  My pattern now is just to check the mesh status daily in the morning before work.  Once the new Google Mesh system is released, I'll be buying that one hoping this problem goes away.

[Jhonleanmel]

Hi Robert-R,

Thanks for the added details. Were you able to try the steps above? If so, how was it?

Cheers,

Mel

[Robert-R]

I've done the factory reset on both the AP and the Router.  No luck.  I also tried enabling IPv6, but that didn't help either.  The location can't really be an issue since for 5 days every time I run the Mesh Test it'll say GREAT.... then it'll go to OK, then Weak.  If I wait another day or so after it starts showing OK or Weak on the mesh test, it'll totally disconnect.  Nothing is moved.  After a network restart, it'll once again have a GREAT mesh test result.

I'm also on google Fiber.  The main Router never loses connectivity.  It's just the mesh connection.

[Jhonleanmel]

Hi Robert-R,

Thanks for the added details. Did you use a different network name and password after the factory reset?

Best,

Mel

[Robert-R]

No, I kept network name and settings all the same

[Jhonleanmel]

Hi Robert-R,

Thanks for that detail. Could you change your network name and password. 

Cheers, 

Mel

[Robert-R]

Seriously?  I'll just keep doing what I'm doing until I get the new google wifi coming out later this year it looks like.  I have 25 - 30 devices connected to my network.

Is changing network name and password just another thing to try or is there some basis for why that may work?

[Jhonleanmel]

Hi Robert-R,

We understand that this step is a little out of the way, but it's a great start to check if your devices are communicating with each other.

Regards,

Mel

[bleen]

Changing SSID/pw (across dozens of devices) is definitely not a troubleshooting step I'm willing to try without a much better explanation. All access points and devices work to some degree (and often are working extremely well) which indicates that they are talking to each other without a problem. 

My issue is that one access point seems to loose connection to the router on a too-frequent basis. 

If there really is a good explanation as to why this would help I'd like to see it described here in detail. This is a lot of work for "just see what happens"

[Jhonleanmel]

Hi bleen,

Thanks for chiming in, and for clarifying that your access point loses its connection intermittently. 

Changing your SSID and password is a great way to check if your devices are communicating properly and this will refresh your devices connection.

Best regards,

Mel

[bschoms]

bleen I have done everything they are asking you to do and I still have my access point drop regularly. On my last call with support they told me to send the information on the access point because it is not working correctly. Since I worked with Google support for over a year and a half on this issue my warranty had expired and they failed to honor the warranty even though I reached out within months of purchasing the product. I would stay away from their new wifi system as they cannot fix the current and do not support their poor hardware. 

[Jhonleanmel]

Hi there,

@bschoms, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

Best,

Mel

[Jhonleanmel]

Hey folks,

I 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 trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hi everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Mel