Nest WiFi Pro keep going offline

[Urso]

Hey @AbigailF 

I still haven't received the return from support Team!

Could you help me?

Urso

[andyfloyd]

Works great, then it will get too weak and I will need to restart it for it to work again. Just a few weeks old.

[Urso]

Hey Rachel, thanks for your attention, but...

I'm having the same Wifi connection loss issues with my Nest Wi Pro (4 nests), multiple times throughout the day. I've followed all the steps described, including returning to factory settings and nothing solves. The problem continues!

As I work from home and need a reliable network, I reconnected the old Nest WiFi and these are extremely reliable and do not let me down.

I'm really disappointed with the Nest Wifi Pro.

Regards!

[AbigailF]

Hello folks

Thanks for the help, @RachelGomez123.

@andyfloyd, a few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 
 

Give these steps a try:
 

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
• 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.
• Remove any special characters in your network name and password.
• Turn off IPv6.
• 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.

Let us know if any of these steps help with your issue. We’ll wait for your update.
 

@Urso, I checked your case and saw that you are already in contact with our senior specialist. The agent handling your case got your email so you should receive a reply shortly. Please continue your conversation there to avoid confusion.

Best,
Abi

[AbigailF]

Hi everyone,

It's me again. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Regards,
Abi

[AbigailF]

Hey there,

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.

Cheers, 
Abi

[LovelyM]

Hi there danortiz, 

We appreciate your update. We're glad to know that your Mac is now connected to your WiFi network. Please observe your connection further, as we'll keep your thread open for three more days. Inform us if you encounter the same issue again.

Cheers, 
Lovely 

[AbigailF]

Hey everyone,

@danortiz, it's me again. Let us know if you still need help and we'll be happy to lend you a hand.

Thanks for the help, @LovelyM.

Regards,
Abi

[AbigailF]

Hello folks,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Abi

[danortiz]

Hello, I have tried the steps above and my connection drops frequently in two devices only, my mac (I work from home and I am connecting through zscaler) and my LG TV. While Zcaler shows Private access down, my mobile and other devices are connected. My TV is connected through WiFi and watching Netflix is a pain because it gets disconnected, so bad that I either connect it through wire or mirror my phone. Any help is appreciated

[AbigailF]

Hello there danaortiz,

I’m sorry to hear that you’re also having this issue. Thanks for trying out the troubleshooting steps in advance. Please try the steps below:

• Open your Google Home app.
• Tap Wi-Fi > Settings > Preferred activities.
• Uncheck 'Video Conferencing' and anything else that’s currently checked.
• After that, restart your entire network.

        To restart your network:

• Open the Google Home app .
• Tap Wifi > Settings > Restart network.

Let us know how it goes.

Thanks,
Abi

[danortiz]

Thanks for the fast response, I will try during the day, but before I received your reply I tried disconnecting the internet security (proxy) from Zscaler and I didn't have more disconnections. However, I cannot disable it because of company policies. I followed your steps and will check tomorrow during office hours

[AbigailF]

Hi danortiz,

Appreciate your update. Let's monitor it for a few more days and let us know if anything changes. Feel free to let us know if you have any other questions for now.

Regards,
Abi

[AbigailF]

Hey folks,

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

Best, 
Abi

[danortiz]

After couple days testing the different options I get the following results. First my setup is an eero modem/router from my ISP I attached via cable a Google WiFi then an access point at the other end of my house to improve the WiFi signal, I attached my MacBook from work and I see while I'm connected directly through eero I never lose Internet but connecting through Google WiFi I lose connection every 3 hours and takes around 5 minutes to get it back. As I mentioned before I use zacaler to connect to the VPN. I am thinking to return my Google WiFi since it is not working as expected 

[danortiz]

Update: I disconnected the access point (the one that is not connected to the modem/router) for ~30 mins, then I tried again and the first thing I saw was my phone was showing now 6E in the internet logo, then I decided to switch my Mac to the WiFi from the Nest WiFi and it has not been disconnected since then. Maybe it was solved with the magic trick of shutdown/start