Nest WiFi Pro Keeps Dropping Connection

[chuckac]

Hi Folks:

 Adding to the reports that Internet connectivity is randomly but regularly dropping on my mesh network with the new Pros (all devices).

 On mobile service devices, I receive both full drops and random notifications that I’m connected to WiFi but no Internet. 

On MacBook, it just drops out intermittently thing connected to the network,

 Both Samsung TVs experience the same issue until it resolves itself automatically or I restart the TV.

PS5 has similar connectivity drops.

Chromecast ultra has had similar issues but I don’t use it as frequently.

 Automated tests are all fine: mesh connections are excellent, speed to modem tests return high speeds (even if currently a device can’t connect), and restarting the WiFi system usually fixes it.

No issues with the modem (fiber) connection during these outages either.

Toggled IPv6 on/off, reset ports, etc., but issues still persist.

Nest Pro 3-pack purchased/installed November 2022. 

I couldn’t find any new solutions in the forum despite high number of similar complaints both here and in other major forums, so adding one more for Google’s attention on it.

[Awex14]

It's happening on the older nest WiFi too, not just the pros. I'm dropping connection or getting speeds like 6mbps at my device even though the main router is getting 850 or 900 mbps. 

[chuckac]

Good to know - similar speed issues with devices as well even when connected to the main router/point and nearby it. 

Haven’t cracked the code on what the issue is with the Google mesh platform as compared to others. 

A friend of mine has the Asus mesh setup - Zen something - and gets stupidly fast speeds when comparing them. 

[Dan_A]

Hi folks,

That certainly isn’t the experience we want you to have, and we apologize for the delay. 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 on 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.
   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

[Awex14]

Hey Dan,

I have tried all of those steps based on other posts and the issue still persists 😞  

[chuckac]

Ditto with the others - found these steps in another thread. While I’d already done these, tried (yet) again.  Literally just had the issue happen again. 

Best solution tends to be restart the device (phone, tv, doorbell, gaming system) versus restarting WiFi. 

ipv6 is currently off on my system, so it’s not that. 

[Dan_A]

Hello again,

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

Regards,

Dan

[Dan_A]

Hey there,

@Awex14, we got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there for updates.

@chuckac, we haven't received your form. Have you had a chance to fill it out?

Cheers,

Dan

[chuckac]

Submitted-indicated to just review the thread vs typing everything out again. 

Thanks for the reminder!

[Dan_A]

Hi chuckac,

Your form has been received. Our higher tier of support will contact you soon via email; kindly reply to them and continue the conversation there.

Cheers,

Dan

[Awex14]

Yeah, I actually just ordered the asus setup.  It has wired backhaul too, so it should take up less bandwidth doing mesh things.  Nest wifi pro might have that too, I am not sure.  But my house has ethernet, so I am taking advantage of it.  Will elt you know how I like it.