Nest WiFi Pro dropping offline

[Jdenotter]

Help!  I've had the Google Nest Wi-Fi Pro for a week now, and it's been a terrible experience.  I have three pods, all connected through a wired backhaul, and every day, or every other day at least, it goes offline and needs to be unplugged and manually rebooted.  I factory reset it already once, which reduced the issues from every 2-3 hours to every other day or so. 

I have a ton of Nest and Google products in my home, and I really hate to leave the ecosystem, but I need a stable connection.  Is anyone else experiencing this?

[NCC]

Restart network and see if it connects.

[hslsurfer]

Firmware hasn't helped. Yesterday i installed the 2 point system. The mesh network read good signal, was getting 2-300 Mbps near the second wifi point which was upstairs, at the point downstairs showed about 450 Mbps. Then today my girl says wifi dropped. I'm at work so i log in to Google home and everything shows connected. She said the light was blinking yellow on the second point. So i restarted both devices remotely and now it barely gets 9 Mbps on the second one and Google home says to move the devices closer. Software version: 1.63.324946 which i believe to be the new version they're bragging about...

[NCC]

I am now on Software version: 1.63.324946.

Some of the devices are disconnecting every day and I will have to restart network daily. They were all working fine with the previous router.

[hslsurfer]

Yep, was good for about a week after having issues, and now the secondary point shows weak connection all of a sudden. No devices in my house even want to connect to the point. I've restarted the entire network 3 times with no positive results. This is about to go back and I'll find something else. It definitely isn't ready for prime time and feels like an it's a beta device, if even that...

[alfarmer]

I bought a 3-node wifi pro mesh when it first came out and it was working great until this past week. Now one of the nodes is constantly going offline and rebooting -- over and over and over throughout the day. My guess is this is related to a recent firmware update that broke something. My main node, which is connected to the cable modem, never has this issue. But both satellite nodes have had the issue with one of them being much worse than the other. I can't find anything online that would address the problem.

[Ainuafnu]

Exact same issue. Firmware version: 1.63.327820. Tried factory reset, DNS workaround and nothing works.

@community Specialists, please reapond.

[Ainuafnu]

I am at 1.63.327820 for the new nest wifi pro 6e. Points go offline even after the network's DNS workaround and factory resetting router and points. Never saw this issue with older google wifi and nest wifi.

[hslsurfer]

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. 

[Ainuafnu]

I have summarized the issue and the solution.

Issue: Nest pro wifi points goes offline.

Cause: Some filtering / firewall sevices like Disney Circle / T-Mobile family mode is policing  Nest pro Wifi points and blocking essential packets needed to keep the the backhaul link up.

Workaround: Disable the suspected device/ service to see if it fixes the issue.

Solution: Removed all filtering for my nest pro points from the circle device. Points came back online right away and stayed up. I still have filtering on all devices those I need to be filtered. So, my circle is still fully functional.

[Jeff]

Thanks for the explanation of what worked for you, Ainuafnu. That's extremely helpful!

Hey everyone,

If you haven't tried yet, give the steps above a try and see if that works things out for you. If you have tried those things and still can't get things working correctly, please let me know here.

Thanks,
Jeff

[AbigailF]

Hi folks,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Abi

[AbigailF]

Hello everyone,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Regards, 
Abi

[Ainuafnu]

Hello,

I think google needs to work with Disney circle for the compatabilty of new nest pro. I have previous two versions of google and nest wifi and work fine with circle. This link also says that only those two models are compatible from google.

https://support.meetcircle.com/hc/en-us/articles/360022419752-Router-Compatibility-for-the-Circle-De...

Issue is:

1. Disney circle drops the connectivty of the nest pro points. Points go offline.

2. Disney pro drops the connectivity of windows devices. Same windows devices will work when disney pro is setup with Google 1st gen or nest wifi router/points. 

Nest wifi pro is doing something new with disney circle which was not observed with previous versions of google or nest wifi.

I  removed disney circle from any filtering for the nest wifi pro points going offline issue.

I had to re-setup my old google wifi router with family mode for kids devices just to use disney circle.

So, I ended up with two wifi networks in my home for now until google fixes this compatability issue.

We need a fix for this.

Thanks.

[Jhonleanmel]

Hi everyone,

I'm sorry to hear that you're still having an issue with your Nest Wifi Pro. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[AbigailF]

Hey folks, 

@ChargePositif, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Also, please continue the conversation there to avoid confusion.

For those having the same issue, I'd like to check back in. Have you had the chance to fill out the form?

Thanks, 
Abi

[AbigailF]

Hi everyone, 

@Ainuafnu, thanks for filling out the form. Our senior support team will send you an email shortly.
To everyone else, just checking back in — have you had the chance to fill out the form?

Best, 
Abi

[AbigailF]

Hello folks,

It's me again. I'll be locking the thread in 24 hours. If you need help, feel free to create a new thread and we'll be glad to assist you.

Cheers,
Abi

[NCC]

Network looks stable from last few days. I don't need to restart network everyday. 

[AbigailF]

Hey NCC,

Thanks for the update. I'm happy to hear that it's better now. Let us know if you have any other questions or concerns as we will be locking this thread in 24 hours.

Cheers,
Abi

[MC21]

Our Nest Pro wifi has had the problems described in this thread since we got it recently. I’ve had a few calls with Google support and after hours of troubleshooting, it gets fixed and then goes offline again. I’m ready to return the product at this point. Highly frustrated and disappointed. 

[OmegaAmigo]

There's clearly some issue with a Disney Circle, but that's not the whole problem. Others have had issues with no such equipment (or indeed anything similar): I've now returned my unit. There are lingering issues which have not been diagnosed. I couldn't wait for Google Support to get back to me, because the return window was starting to close. Shame, because the management of the device via Google Home was quite nice.

[ChargePositif]

Hello Google and the larger Google Community,

I am here to confirm the community's reporting of issues, and add my own woes to the pile. I have a trio of Nest Wifi Pro 6e (Model G6ZUC) devices; they are at firmware version 1.63.327820, have zero filters enabled (my DSL modem providing backhaul to the internet has zero filters enabled in case you think that matters) and the network is experiencing the satellite nodes dropping offline randomly during the day and night, and for random lengths of time.

The most recent offline/online/offline events for one of the remote nodes was offline for 1 hour 53 minutes, back online 10-January-2023 at 13:12, and now reported as offline starting at 10-January-2023 at 13:14 (as I type this its 14:50 January-10-2023). So this time the network got a whole 2 minutes from the satellite before your hardware/firmware/software amalgam decided it couldn't cope with being part of mesh, and retreated into isolation.

So I've read in a number of other message threads on this site/board/whatever that this has been an ongoing issue since the previous product version, and that apparently google's engineering teams have taken numerous swings at solving the problem with underwhelming results. Should the Google Nest Wifi Pro 6e user community harbor any real hope of a true and lasting solution, or should we all decamp for a competitors product that actually provides the wifi mesh services and features for which we paid our hard earned wages?