Nest WiFi Update disaster

[MS99]

Since Google released the latest Nest WiFi update on 21st Oct, we are having repeated frequent drop outs when streaming to our LG TV.

This is the second time Google have done this.

TV streaming has been 100% stable for the last couple of years until the update of 21st Oct at which point we have been experiencing up to 7 or so streaming dropouts every hour every time we watch TV. It's maddening to the point of looking for a different router and mesh network product from another provider.

This happened a few years ago after a Google update, which Google eventually solved with another update.

I've reported this to Google but am hoping against hope that someone from Google might see this.

[StanleyDog]

Having the exact same problem. Was fine for 3+ years and since a couple of months ago, it's gone to hell. Ive removed points, reset, power cycled, etc. Completely broken. I'm also switching eventually. 

I work from home and I have people who need to take online exams while being via webcam, this update has ruined a couple of those experiences already and I'm looking to take my money outside of googles ecosystem now. If anyone has good mesh networks to recommend, I'm all ears! 

[isabellefenster]

Also having a problem.  WiFi gets dropped on laptop, SonyTV, Android phone.  Been happening for weeks.  I don't get it, I thought Google Nest routers were supposedly good and stable.  I was blaming my laptop hardware but now I  see others having this problem.  Any resolution before I buy another brand?

[virnab]

Hi there,

Thanks for reaching out to our community.

I’m sorry to hear that you’re having frequent dropouts when streaming to our LG TV since Google released the latest Nest WiFi update on October 21st, 2024. We appreciate you letting us know the details of the experience you are facing now and telling us that you had a previous experience like this one a few years ago after a Google update, which Google solved with another update. I would be more than pleased to help you with this inconvenience, so don't worry.

Before we get started with further troubleshooting, let me ask you some important questions:

• Do you use a modem and router combo?
• What’s the color of the light on the parent point? Does the main router LED switch from orange to teal (or white) continuously?
• How far is the streaming device from the primary point?
• Is there a switch on the network?
• How far are the WiFi points from each other?
• Do you have IPv6 enabled?

Based on the information you shared with us, I can recommend trying to change the DNS. Please follow these instructions:

1. Open the Google Home app.
2. Tap on favorites (heart icon).
3. Tap WiFi, then go to Network Settings (the gear icon), then tap on Advanced Networking.
4. Tap DNS.
5. Select Custom, then enter "8.8.8.8" and "8.8.4.4.".
6. Tap Save.

Thanks for your attention. I will be looking forward to your answer.

Best regards,

Virna

[MS99]

Hi, I really appreciate you taking the time to respond.

However, the important context here is that nothing, absolutely nothing, on my network has changed in the last 18 months.

This problem arose *immediately* after the Google Nest WiFi update.

My modem/router shows green across the board whilst these problems are manifest.

[virnab]

Hi MS99,

Thank you for responding to my questions to better understand the inconvenience you are going through with the Google Nest WiFi update.

Would you please let me know if you have attempted to modify your DNS using the guidelines I already gave in my earlier post?

Please keep me posted.

Best regards,

Virna

[Vovegog]

This has also started happening in my household too, and it's not just one device. It's happening to each and every device connected to the internet. It's quite frustrating whenever we are gaming online, streaming to Twitch, watching Netflix/YouTube - you name it.

Losing connection *completely* for 10-20 seconds when doing any of these things get old really fast. I really hope Google prioritize fixing this, as it makes for a very frustrating daily experience.

[virnab]

Hi Vovegog,

Thanks for posting in this community.

I’m sorry to hear that you’re also having the same inconvenience as MS99 is experiencing with the Google Nest WiFi. I understand how frustrating it is to experience dropouts with each and every device connected to your internet. Don't worry; I'd be happy to assist you with this inconvenience.

I would appreciate it if you could provide me with the information I requested in the previous post, as it will enable me to assist you more effectively.

Also, please try to perform the troubleshooting steps I suggested and let me know how it goes.

Please keep me posted.

Best regards,

Virna

[Vovegog]

• Do you use a modem and router combo?

Yes, it's a Nest Router into the modem, and 4 Nest WiFi points. Came from my ISP.

• What’s the color of the light on the parent point? Does the main router LED switch from orange to teal (or white) continuously?

No, it's a constant white light, not pulsating or anything.

• How far is the streaming device from the primary point?

From the Nest Router, it's give or take 5 meters. Google Home says the connection is good.
The devices connected to the WiFi range from 2 meters to 10 meters, but it makes no difference. They still fall out.

• Is there a switch on the network?

Nope.

• How far are the WiFi points from each other?

At max 5 meters.

• Do you have IPv6 enabled?

Yes, enabled by default from ISP.

I also want to stress, like MS99, that NOTHING has changed in the configuration on the network here. This started happening recently.

I did also try to change the DNS to Google's default 8.8.8.8 and nothing changed.

[virnab]

Hi Vovegog,

Thank you for your kind response, providing me with all the information that allows me to provide you with better assistance. I’m sorry to know that changing the DNS didn’t resolve the inconvenience you are experiencing with your Nest WiFi. But don’t worry; here is more help to resolve the inconvenience.

Please try with the following troubleshooting steps:

1. Check if the affected devices are in a 2.4 GHz or 5 GHz band. For more information, refer to How Nest Wifi and Google Wifi 2.4, 5 GHz, and 6 GHz bands work.
2. Check for special characters or spaces in the SSID or password. If you find it, please remove it. Special characters could be apostrophes, commas, underscores, quotation marks, and UTF-8 (emojis).
3. Run a 2-minute power cycle.
• Disconnect the modem from its power source.
• Unplug the Ethernet cable and power cord from the parent point.
• Remove the power cord from the child point.
• Leave everything unplugged for 2 minutes.
• Start a timer to track.
• Check the make and model of the modem, and make sure there isn't a backup battery. If there’s a backup battery, ask the customer to remove the battery; otherwise, it won't perform a power cycle.
• Connect the power cable to the modem and allow the modem to fully turn on before proceeding.This process can take up to a minute.
• All light indicators should be solid colors.
• Connect the Ethernet cable, then the power cable, to the parent point. Wait until the modem is fully back online.
• Connect the power cable to the child point(s).
4. Check for physical barriers, such as the construction materials inside a building, which are the most likely reason a WiFi signal doesn’t penetrate as far as it should. The only way to get better performance through physical interference is to move the router to a different location.
5. Check if there are devices near any point that might cause interference, like a cordless phone, landline phone, baby monitor, microwave, or any device that broadcasts on 2.4 GHz or 5 GHz.
6. Check the Wi-Fi router isn’t near power lines in a wall or near a breaker box.

If the inconvenience persists, a factory reset must be done. For steps to perform a factory reset, refer to [How to] Factory reset WiFi devices. 

Please let me know how it goes.

Best regards,

Virna