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Nest WiFi Pro dropping offline

Jdenotter
Community Member

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?

1 Recommended Answer

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

I just wanted to jump in again and let you know that a new firmware release is going out now to Nest Wifi Pro devices. You won't need to do anything to receive the update and it will install automatically once it's available for your hardware. The update will be pushed out to all users by the end of this week. There are a variety of performance updates and bug fixes in the release, so I'm hoping this clears up the issues you're seeing here. Let me know if you have any questions about the update.

Also, we'll keep this thread open so everyone can chime in.

Thanks,
Mel

View Recommended Answer in original post

61 REPLIES 61

CMcL
Community Member

Same experience for me! The google network goes down, but my spectrum network (the source) is still connected and running just fine! Extremely frustrating!

Jdenotter
Community Member

I have a mix of wired/wireless devices and everything running on the Nest Pro goes down, but the Wi-Fi network remains visible, the system just won't send packets out or allow any in and shows no internet connection.  I've changed from default to ISP to custom (CloudFlare) DNS, thinking maybe this was a DNS issue, but that hasn't made any difference.

NCC
Community Member

Same experience here. Router disconnect my security system, home automation every night and I will have to restart complete  network to reconnect.  I still see wifi / wired connection working on few devices during that time. Day before my Samsung S22 was unable to get stable connection but yesterday night it was working fine but other devices were out of luck.

 

I will have to find something if it is not fixed soon.

crescenttoon
Community Member

Same thing is happening to me. Internet is fine when it's working, but the router loses internet randomly. Some days it's every few hours. Other times, it's once a day. When I first installed it, it was stable for about 2 days.

The network itself will still function, but there just won't be a connection to the internet until the router is restarted. No issues from the ISP.

This has been happening ever since I upgraded from the Nest Wifi to the Nest Wifi Pro. I'm unable to get any help from Google because their help center is terrible. 

RXShorty
Gold Product Expert
Gold Product Expert

Hi @Jdenotter 

I had similar issues once a day. The Wifi is connected, but the internet is not reachable.
I played with settings and enabled WPA3, and it seems to be doing fine for a couple of days now. Please note that older devices that don't support WPA3 can still connect, at least for the devices I am using. 🙂

Anonymous
Not applicable

I had a nightmare with Google Nest WiFi PRO as well. Got the 3 pack and aside from the main point it’s simply not working as I get a ton of error messages when I try to add the last two for the mesh network. Right now I have a $450 worth of glossy plastic deciration pieces instead of mesh network. 

markthesalami
Community Member

This is a very well known issue. There is a huge thread. No fix. No word from Google. They keep marking it solved, but it's not. 

https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-WiFi-Pro-wired-connection-is-about-10-of-what-...

Time to return it. This is a joke. 

Didn't read every post but seems a different issue. That thread says speed just really slow. Here the connection randomly stops for a minute then comes back. Today was first day mine happened. First week was great. I am trying what a poster above said and to enable WPA3. Will update.

SH11
Community Member

How has it worked with WPA3 enabled? 

Thespore
Community Member

Good till last night.  Had slow speeds and disconnected maybe once or twice for about 15 seconds.  Maybe it was the reboot of system last week instead of wpa3. I think I will reboot every 5 days and see

amcadam
Community Member

I am experiencing the same issue. Bought the Nest WiFi Pro three pack. Setup was quick and easy. 

Cable wire to Spectrum Modem - Modem to Nest WiFi Pro - Mesh to other points. Drops internet approximately 3x per day. Resets fine and works when main point is unplugged/re-plugged to power-cycle. 

Super frustrating. Need a fix. 

 

 

 

GothicCastle
Community Member

Having the same issue. One mesh node regularly goes offline requiring a reboot.  Following product support’s steps (reboot, reset, update dns settings), but I’m going to return the product.  It doesn’t seem finished. 

I just swapped mine out today and will be returning it as well.  It's a shame, the original Nest WiFi was excellent until in typical Google fashion, a firmware update broke it.  I was hopeful that the new one would address the instability, but I believe it is even worse than the old one.  I've been waiting months for a fix for the old Nest WiFi system, and I'm not prepared to continue waiting any longer.  I need a responsive and stable WiFi, and this system just isn't good enough.

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

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. 

 

Regards,

Mel

Anonymous
Not applicable

Why do you flag this as solved ? Why abuse the system so it looks like it´s solved when thousands of people are strugglig to get their refunds for a $500 non functional glossy plastic decoration box?

In a way, MY issue is now solved, although the issue at large is not.  Thanks for confirming that the best course of action is to return the product.

Same issue as the others.  Spectrum even came and replaced my modem, but with the brand new modem I get the exact same result -- after power cycling, internet works, everything seems fine and fast, but within a few hours everything loses connection to the internet, even though connections between devices on my network still are fine and fast.

CyberWelshcake
Community Member

Me too... At least once a day. Come on Google - get this sorted.

I have few more days in which to return this to Google. What should I do ...?

Anonymous
Not applicable

My advice would be to return it. God knows how many weeks until Google can find a solution and distribute the app/firmware update to remedy the errors. Right now they have no idea what's causing the issues and I was told they do not expect to fix this in the near future.

After three outages within as many hours this morning, I've returned mine to Google. I work from home and the unreliability of this Nest WiFi Pro is unworkable. Anyway, much higher speeds and no outages since I plugged my Nest WiFi back in. Did they test the Nest WiFi Pro before release???

Got a message this morning to say that Google have issued my refund. If only the product itself was as slick and effective as the process of returning it.

Zyauch
Community Member

I have this same issue. However, I have noticed that it never happens when it’s just me at home working. I’m wondering if it’s an issue related to the number of devices taking bandwidth at one time? 

amcadam
Community Member

I don't think so. We're moving into a new house, and I was looking forward to setting up the house around the brand new Nest WiFi Pro. With that said, I had ONLY the three pack of devices set up and I was getting notifications in the home app that the devices were losing the internet connection, and I didn't have ANYTHING ELSE setup in the home yet. No users connecting to the WiFi at all. It's DEFINITELY a hardware issue. 

I think Google needs to hook us all up for being BETA TESTERS. 

I think you're right and we do deserve some kudos for being beta testers.

CMcL
Community Member

I've hit my 10-day return window.  I put it back in the box and shipped it back.  My 5 year old Google WiFi system is getting faster speeds and is more reliable anyways.

Returned mine as well.  Google’s support stopped responding to me; they don’t seem serious about this product. 

Klau25
Community Member

Just installed mine last night and having same issue. My wife works from home and can't have this instability. So disappointed. 

Klau25
Community Member

Another issue is all 3 points are connected through Ethernet wires. How can both points will randomly have weak connections or no connection? 

Tjb8391
Community Member

Same thing is happening to me about once or twice a day. My gaming PC has a wired connection and never loses internet when the google wfi pro drops. The internet is fine, SOMETHING IS WEONG WITH NEW GOOGLE WIFI. Please acknowledge this issue!!

Tjb8391
Community Member

My old google wifi worked great, this drops connection more than I poop.

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

I just wanted to jump in again and let you know that a new firmware release is going out now to Nest Wifi Pro devices. You won't need to do anything to receive the update and it will install automatically once it's available for your hardware. The update will be pushed out to all users by the end of this week. There are a variety of performance updates and bug fixes in the release, so I'm hoping this clears up the issues you're seeing here. Let me know if you have any questions about the update.

Also, we'll keep this thread open so everyone can chime in.

Thanks,
Mel

How is Google going to help those who had to send ours back within the timeframe so we weren't stuck with an unusable product in the meantime?

Great news. Hopefully solves issues. Is there a place firmware change logs are posted??

SH11
Community Member

How can we verify that we have the updates?  Is there a version # for comparison?

Thespore
Community Member

Mine is showing 1.63.318999 under device settings. Been that version since got it.

SH11
Community Member

Mine is the same 

I just noticed I received a new update in last few days. Am at 1.63.327820 now. No issues and connectivity still good. Would be nice if there was a change log somewhere to see update/version history.

Ron1166
Community Member

Had boiler serviced no my nest therostsat won't connect to boiler. Have to turn on by boiler