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Nest WiFi Pro - Sporadic mesh nodes going offline

NYCHitman1
Community Member

Hello,

I am finding that my newly acquired Nest WiFi Pro (3-pk) units have these sporadic moments where one of the nodes (or multiple) go offline for extended periods of time. My spouse and I work from home and it has the habit of doing it in the middle of the work day when we're on calls. Anyone else experiencing this? If so, did you fix it?

Could really use some guidance.

1 Recommended Answer

Hey folks,

 

Appreciate you flagging this in the community. We've made the appropriate teams aware of this, and they're working on it. In the meantime, feel free to add your report in the comments below and stay tuned to this thread for updates. 
 

Best,

Mel

View Recommended Answer in original post

50 REPLIES 50

GuilderlandNY
Community Member

I'm having the same experience. Google Home reports the mesh has a good connection then the  remote node drops out. Sometimes for hours.  The 6 Ghz band also went away a few days ago and the remote node wifi strength is  almost non-existent. 

Time to experiment. Testing my two node setup by factory resetting both nodes and swapping their functions/locations. Router is now wi-fi point & vice-versa.  Working so far & 6 Ghz band has returned

Hey folks,

 

Appreciate you flagging this in the community. We've made the appropriate teams aware of this, and they're working on it. In the meantime, feel free to add your report in the comments below and stay tuned to this thread for updates. 
 

Best,

Mel

Hello.  I am having this issue about once a week.  One of the access points goes offline every 10 days or so.  I have to reboot the access point to get it back online.  What's worse is that every device that was connected to that access point stays connected and does not fail-over to another access point.  So for example, my google nest doorbell or goes offline and stays offline until I reboot that access point.  At times it affects my ring security system and the cameras connected to that as well.  Since I cannot reboot it through the app, I have to physically go to it and power it off and back on.  This is especially difficult if I'm on vacation for a few days.  Any update or change would be greatly appreciated.

Hey Skotter,

I'm still having my original reported issue as well. Just as you described, but with slightly more frequency. I've opened a ticket with Nest support, but honestly it has been useless. The case has been open for nearly a month and they still haven't offered RMA/refund/etc.. not really sure what they are doing.

zooper
Community Member

I am seeing the same thing. I also noticed that if I am connected to the Nest Access Point, I'm still having acceptable ping latency against that specific access point. But anything that traverses the MESH will start to have an extra latency of about 200ms. So, basically I am getting 200ms latency when the source and destination is within my own apartment.
And it have started to becoming even worse the last few months for me. And as you, and others have being pointing out, the only way to get back on track is to reboot the access point.

Reset, swapped the node positions and Wifi Point still dropped connection again in 36 hrs plus still weak wifi from the remote node.  Google is pushing a system update later this week, so we'll monitor the performance again after the update.

Same issues again for me too, even with different units.  Have to manually unplug one and reset another.  No issues if connected on ethernet.  Cmon google, this is embarrassing.

I still have issues even if connected via Ethernet. The entire device loses connection and the light blinks an amber color. Only resolves if I do a power cycle. Rather annoying.

Well, I ended up going back to ethernet for all the Wifi points.  Sucks since placement options were more optimal without wired.  This product simply didn't bake long enough.

Yeah, only two of my points have Ethernet backhaul. The third is wireless, but I have devices connected to it through a 5-port switch.

New Nest WiFi pro software loaded a week ago and worked fine for one week before the Wifi Point disconnected. Flashing amber light for 4+ hours. Power cycle was no help. Relocated Wifi Point much closer to the router unit (10 ft & 2 wood frame walls) a day ago, so far so good but this is less mesh performance than the original Nest Wifi system that it replaced. Wifi Point signal strength is usually good where I need it, but I've seen it degrade once and connected devices struggled with throughput. Will keep observing

How do you know the software loaded? I haven't been able to track any of these details down in the Google Home app.

My Ethernet backhauled units haven't had any issues whatsoever, but the one that is wireless in my living room has died at least twice per week (or more) since I created this thread. It usually comes back online after about 2 hours or after a manual power cycle.

Google Support gave a heads up that the update was coming in the community forums. Update was also covered in the geek tech press when it was released. Old version number ended in "999". Newer version ends in "4946" and I saw the change about a week ago. To check your version on the Google Home app,select WiFi then tap on one of the Nest Wifi Pro Devices then tap the gear icon in the upper right corner

Ahh, okay. Yeah, I see it now. I'm on the same revision. I think this revision was solely to fix speed issues for customers that used PPPoE.

Sigh. Now getting messages my wifi points are disconnecting, and all are connected using ethernet. Google, I’m out!

Hello,

I have the ax version and two nodes keep dropping. Installed less than a month ago.

1 node on either net for back haul, has no problems.

Sounds like another update from nest might help.

Maybe Google will buy the Go Coax cable translators so all the nodes stay on line.

I bought this system specifically so I wouldn't have to use Go Coax or run either net cable.

Ready to find out how to get refund 

Random WiFi Point disconnects recurred again about 1 week after all the position/function swaps, factory resets and newer firmware. Been working with this problem for a month. Now elevated to a higher level Google tech team with a possible Warranty replacement coming. Based on the number of forum complaints on this exact issue, I'm not that hopeful even a H/W replacement will work. Strange that it's a Wifi Point issue even with factory resetimg and swapping the units on a two unit mesh. Whichever device is the router works fine for hardwire or wifi

UpsideDownIn
Community Member

Happened to me too.  I returned the 3-pack from Best Buy and bought a 4-pack from Costco instead.  Haven’t had it drop yet but the longer return policy will help if it gets any worse.

I wasn't aware they sold it in a 4-pk configuration.

hslsurfer
Community Member

Any updates from this issue? I'm seeing the exact issues still even after the software update. It works fine then goes offline, but shows it's online. After a restart, and a mesh test, the wifi point goes from great network connection to weak. I move it closer to each other and then run a mesh test and get back to great connection. Then a few days later, the same issue and same results. I can't just keep moving these points closer together every few days. The gen 1s were able to be much further apart and were way more reliable. About to return these and go back to my old 1st gens.

Same issue as you stated. Now working with Google support who collected some system logs and now awaiting contact from the next level of tech support. Seems to be a hardware/firmware issue with the link. Problem the same even after factory reset & swapping unit functions. Router node will perform well and Wifi Point initially works fine but starts sporadically dropping out after a few days & eventually loses link displaying a flashing amber light after previously reporting mesh "Great connection" for days

UpsideDownIn
Community Member

I gave up and went with a TP-Link and their XE5300 6e mesh system. Picked up a 3-pack on sale from Costco for under 270. Rock solid so far and has been zero drama. Really wanted to use the Google system since their first gen served me well for over 5 years.

I'll give google support a try, but I may have to go the same route as you.

stefansowder
Community Member

Similar issue. A lot of the time, all nodes report "great connection." But every few days (and with increasing frequency) one of the nodes (not the same one every time) reports offline. In some cases, the light on the affected node is yellow, but not always - sometimes it's solid white, and in a couple of instances, a device connected to that node via ethernet cable was still connected to the internet even when it says offline. Restarting the node sometimes fixes it, but sometimes not so I restart the network, then without moving any nodes, it'll come back and report "great connection" again. But it's a disappointing initial experience, especially compared to the Google Wifi (which was unbelievably rock-solid for years... I never had to touch it). I REALLY hope it gets fixed up. I want the benefits of 6E given the huge number of devices (and growing) in my house. But with the current situation, I'm seriously considering returning this and waiting for something better (or for Google to fix it and lower the price) because my original system is still working and sitting in a box waiting for a FB Marketplace buyer.

NYCHitman1
Community Member

I don't want to jinx anything, but my system has been stable for the past ~2 weeks. No issues whatsoever with nodes going offline. Speeds have been a little janky, but that's another problem for another thread lol.

Very Good. I am now at 6 days without a dropped link at the WiFi Point and the WiFi Point's wifi performance has improved. Also, my link strength went from "Weak" to "Good". Firmware hasn't changed since the update a couple weeks ago. I still have an open service ticket with Google Support and they've asked for additional system & network logs. The only change in setup is the garage temperature the WiFi Point is in is now 10 degrees cooler (45F). Hope this setup holds reliably

I jinxed it with my response yesterday. Same setup and after 7 days as a "good" mesh connection, I was greeted this morning with an amber indicator on the WiFi Point and an eventual disconnect. Reconnected as a "Weak" mesh after a couple of hours. Google Support has offered to exchange the units. I will take them up on that offer.

Did the replacement help any?

Replacement units ran without dropping the mesh link - that's good, but only by reducing node  separation - one wall vs the three walls the previous Pro set penetrated, albeit w/ weak connection.  The earlier Pro set would not hold either a 1 or 3 wall penetration link reliably. Replacement nodes do not connect at the 3 wall distance.  Wireless back haul definetly weaker - probably due to reliance on 6 GHz.  To get back the same coverage of the original Nest Wifi, I pulled out an ancient set of powerline adapters (AV 200 Spec) establishing a psuedo ethernet link to the Wifi Point.  Units do connect, but WiFi Point only operates at about 12 Mb speed. Not great, but good enough for the area needing coverage. That's the best I'm going to get with the Nest Wifi Pro without purchasing a third node or an updated powerline adapter (AV 2000 Spec).  Also, read my earlier comments on the WiFi Point's signal strength.  I'm getting much better wireless signal strength on the Router node compared to the WiFi  Point node regardless of which node is used in that role.  Same result with the replacement units

 

 

Jeff
Community Specialist
Community Specialist

Hey GuilderlandNY,

 

That was a lot of troubleshooting and testing. Thanks for detailing out everything you've been doing to work on this. With where you're at now after receiving the replacements, are you basically back where you started before swapping out the units? Have you seen any noticeable change at all?

 

Thanks,
Jeff

A little less than where I started.  I now finally have a stable system, but with less coverage than the original Nest WiFi.  I'd have to get a third Nest Wifi Pro node to achieve the coverage and speeds of the old system.  Relative signal strength of the Nest Wifi Pro radios appear weaker in the Pro system compared to the original Nest WiFi - very noticeable in whichever node is assigned to the WiFI Point.  Where I need signal, a neighbor's base Spectrum cable box/modem combo blows the WiFi Point out of the water with a +20 dB signal strength advantage even though it's 50 feet further away than the Wifi Point - both systems penetrating through 2 wood framed walls.  

hslsurfer
Community Member

Was running good lately for about a week, and now this morning the second point was blinking yellow with the home app showing everything was good. Restarted the secondary point and ran a mesh test, with it all of a sudden saying weak connection. None of my wireless devices will even connect to it. Tried restarting the point and the entire network multiple times with no resolution. I'm about done with this and return it. They definitely released a beta product to production that isn't ready for prime time...

Same story here. After reviewing the system logs, network & symptoms over a few weeks, Google is exchanging my two nodes. Should have the replacements by mid-week and we'll see how they hold up. Others are having the same issues, but certainly not the majority of users

Seem to have found a fix for my issues. I factory reset both points, and swapped the main to the secondary and vide versa. Also, under the preferred activities settings in the home app, i turned off both settings of video conferencing and gaming. All of my issues seem to have resolved for now. Not sure if this will help. 

I did similar things. Give it 7 to 10 days and see if it holds up.  My setup would hold on a mesh "Great Connection" to the Wifi Point dropping offline after a factory reset & position swap.  Held up for 8 days then WiFi Point disconnects recurred. Good luck! 

Ya it's been about 10 days. I think what did it was disabling those options of video conferencing and gaming preferred categories. Read somewhere that having those settings on is causing issues. Could just be a coincidence though. 

Thanks for your input. Video conferencing and gaming are disabled for me.

Gotcha. Hmm ya not too sure lol. Sucks that they have this many issues, it has lots of potential...