Nest WiFi Point -Random Disconnections & Faulty Status Light

[rickjforbes]

I have been looking at this issue for a little while, I have a Google Wifi mesh (one used as router plus two x wired mesh points) I also have one Nest WiFi unit (not possible to be wired)
All the units are quite close to each other but in different rooms.
I have noticed that the Nest WiFi point will periodically go offline, yet when it is online the mesh test in the app will state that it has a "Great Connection"

The power has always been on since I get the yellow error light when there is a connection issue.}
Whenever I have tested it, the other WiFi points are always fine (the Google WiFi ones) so it's only a (reported) single failure rather than another point failing and thus pushing this one out of range.
The signal of the rest of the wifi network is strong next to this mesh point, I just need it there to push signal across the garden to the garage (which it does fine when it works)

It seems to happen once or twice a day and is a relatively new problem although I have noticed it in the past.

The second issue is that the white status light is not working when the connection is present, despite being set (and toggled through Off, Low, Bright in the app) this video shows this error in detail. i.e the light DOES work mechanically, but the software is not driving it to light as per the settings.
To be clear when the connection is not present, the status light is yellow, but you can see in this video how I set it to HIGH and it does not switch on.

VIDEO: https://photos.app.goo.gl/htf3RHKCyy74ZKGZ9

I'd appreciate help with both these items, I have already tried a reboot of the network and power cycled the faulty Nest WiFi.

Screengrabs showing offline/online great connection status

thanks

Richard

[rickjforbes]

 it's done it again today. Any one can help on here?

[rickjforbes]

Any ideas please?

[ovidioj]

Hello @rickjforbes,

Thanks for posting in the community. 

I understand how hard it is that the Nest WiFi unit occasionally goes offline, even though the mesh test shows a "great connection." I understand this can be frustrating, especially when you rely on it for consistent coverage in your garage. I also appreciate your effort in submitting screenshots of the issue. Thank you so much. Let me help you with some steps and important information you need to know and follow to help diagnose and potentially resolve the issue:

1. Power Cycle: Try a complete power cycle for both your Nest WiFi router and the problematic unit. Follow the steps outlined in the previous response (unplug, wait 30 seconds, and reconnect).
2. Check for Interference: Electronics like cordless phones, microwaves, or baby monitors can sometimes interfere with Wi-Fi signals. Try temporarily turning off such devices near the Nest WiFi unit to see if it improves stability.
3. Restart Google Home App: Sometimes a simple app refresh can resolve connectivity issues. Close the Google Home app completely and relaunch it on your phone or device.
4. Update Firmware (if applicable): Ensure your Nest WiFi system, including the router and points, are running the latest firmware. Updates often include bug fixes and performance improvements related to network stability. Check for updates through the Google Home app.
5. Change Wi-Fi Channel: If the issue persists, consider changing the Wi-Fi channel your Nest WiFi system is using. Congestion on a specific channel might be causing occasional dropouts. You can try changing the channel through the Google Home app settings or by following the steps on this Change Your DNS link. 
6. Move the Nest WiFi Unit (if possible): While you mentioned the units are close, try repositioning the Nest WiFi Unit slightly (if feasible) to see if it improves the connection to the router.
7. Modem model: make sure to double-check the model to verify if it's a modem, modem and router combo, or router. You can confirm this information with your Internet service provider; please ask and confirm if your modem is in bridge mode. 

I'm really sorry that your device does not show any light. I’ll need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. Please let me know once you’re done.

Please follow the steps above and let me know how they go, or you can also share your answer on the form I shared with you. 

Regards,

Jorge

[rickjforbes]

Hi Jorge,

I've looked through your points and I honestly can't see how these help

1 (tried that loads, problem only affects to newer Nest Wifi device not the older Google Wifi

2) No changes in technology in the room/area

3) The app is attached to my phone and should have no bearing at all on the interconnectivity of these independent hardware devices...i.e these devices do not even need me to have the Google Home app installed for them to be useable once setup is completed, so this looks like a waste of time

4) This is an odd suggestion, there is no way for users to force a software update to.these devices (or indeed decline a software update to these devices, that is allautomated at Google's side, perhaps your info is out of date or you are mistaken...if not, please direct me to step by step instructions to how I accomplish your 4th suggestion 

5) As mentioned this affects one device, part of the selling point of the product is that it should automatically select the optimal channel from.the available spectrum..why would the user do this and why would it not affect other devices? Please elaborate 

6) The units are more than sufficiently close..and I think this misunderstands the problem..when connected.. connection is great..i.e it must be close enough. It is less than 10m line of sight to both the other Google WiFi devices which have no issue

7) No changes in hardware setup.for years with all operating normally. WiFi on the ISP modem/router is disabled as well.

Again..no changes to any setup

Have you got any more serious suggestions than level 1 troubleshooting?

I work in I.T, you do not need to be basic.

I think there is a software/firmware issue hence the status light does function, the connection to the app is problematic but literally nothing here helps

Can you have another crack at this or escalate/suggest alternative 

[ovidioj]

Hello @rickjforbes,

Thanks for posting in the community.  

I sincerely apologize for the frustration you're experiencing with your new Nest WiFi device. I understand from your detailed response that the basic troubleshooting steps haven't resolved the connection issue. As someone who works in IT, I appreciate your perspective and the information you provided. While forcing software updates or manual channel selection isn't typically user-controlled, our advanced support team has access to more advanced tools and options. To get you connected with an advanced support specialist quickly, I recommend reaching out directly to our phone support team by filling out this form. They'll be able to delve deeper into the issue and suggest solutions tailored to your situation.

Thank you for your patience and understanding. Thank you.

All the best, 
Jorge

[rickjforbes]

Just to be clear though you first suggested I update the firmware (that is was user controlled) and then confirmed that it is not possible for the user to update the firmware. (not user controlled) 

Indeed I for would love to stop your forced software updates as my observation is that they always perfectly align with the appearance of new issues.

I don't want to have to contact support, my products used to work fine. I need Google to stop breaking them and then advising me to contact impotent support teams.

I have aldo confirmed that Google agents cannot update the firmware, so please try to avoid telling users to waste time attempting things that will not fix the issue or that are impossible to accomplish. It's a waste of everyone's time isn't it?

[rickjforbes]

I wish to UNMARK the recommended answer, as it does not answer anything

[rickjforbes]

I wish to UNMARK the recommended answer, as it does not answer anything

[rickjforbes]

After speaking with Google agents I can confirm they have no solution for this and have rather helpfully advised me to wait for the next firmware update (which they have no idea when it will be or whether it will fix the issues)

Far from having a customised solution, the agent became obsessed with the Double NAT which would be standard for anyone on TalkTalk since the ISP doesn't allow their modem/router to be bridged and they ignored the fact that Google WIFI manages all the devices since it is downstream of the ISP kit and NOTHING is connected to the ISP kit.

They also continuously ignored the fact that this configuration has worked for years without issue at both of my houses with no variables changed at all 

The agent also attempted to mislead me to end the chat, stating that I could arrange a repair. Following the links they provided quickly revealed that it was not possible. The agent was unapologetic about their incompetence

I attach a part of the chat. As you can see they have promised to keep me updated. I will do the same here.

[rickjforbes]

I do NOT recommend the answer marked.

I have asked repeatedly for this to.be unmarked 

[rickjforbes]

I wish to unmark this answer as recommended please admins.

Why is this not possible for user to do

[rickjforbes]

FAO @ovidioj 

Just to confirm, I have been in touch with the support team and they are also unable to change the software on the devices as you claim. Please avoid misleading customers on this in future.
I have also clearly ascertained that the channel selection is entirely software driven, so again, please doi not suggest this to customers as it is a waste of their time.

I also still wish to remove the answer from being recommended

Richard

[rickjforbes]

 another note as this issue is not resolved yet, I have been ghosted here and by support via email. Plus an incorrect or unhelpful answer I accidentally marked when trying to reply cannot be unmarked

@ovidioj 

[rickjforbes]

Hi @ovidioj 

Please can you let me know either way if it is possible for a user to unmark a recommended answer.
I'm still keen to understand your points I responded to, since after contacting your support agents, I have not has a resolution to either issue here.

Thanks very much

Richard