Nest WiFi connection constantly dropping - Spectrum ISP

[Hoslin]

Issue started a few weeks ago with multiple devices connected to the wifi getting connection dropped randomly throughout the day. Checked with ISP spectrum and they stated they do not see any issues with their service into the modem (Spectrum provided modem). Have been trying to trouble shoot this with google help and they even sent out a replacement Nest WiFi issue continues to happen even with the replacement. Latest information from google help states the below. 

WAN DHCP timeout
WAN timeouts indicate that the parent point has a hard time to obtain an IP address from the upstream device.

EAPOL timeout
These indicate an issue that communicates to cloud services. If identified in a diagnostic report, there may be an upstream firewall or a switch on the network that blocks the cloud services. 

The troubleshooting steps that you need to perform are the following:

•  Perform a sequential reboot of modem and router. Disconnect your modem to the power source then, unplug the ethernet cable and also disconnect the router from the power source. Wait for 2 minutes then, plug your modem back to the power source and connect the ethernet cable then plug your router to the power source.
•  f you have any switches or routers upstream of the wifi device, try to remove them for about 24 hours then observe your network connectivity. if you have an upstream router you need to disable the firewall on that device and just rely on the wifi's firewall.

Have tried the sequential reboot and that did not resolve the issue. And there current setup is modem connected directly to the Nest WIFI with nothing else upstream or any switches. ISP continues to state nothing wrong on their end that need to configure the WIFI router to stop the connection from dropping. Any help on how to get this fixed would be greatly appreciated. 

[Guarcax]

Hi @Hoslin! 

Thank you for posting in the community. 

I know how difficult it is that you are experiencing dropping connections with your Nest WiFi device. I appreciate your effort in trying to troubleshoot the devices on your own.

To further assist you, I need some extra information. Here are some questions for you:

• What is the exact model of your Nest WiFi device?
• Are all devices in your home affected?
• What’s the color of the light on your Nest WiFi device?
• Does the device LED switch from orange to teal continuously?
• How far are the devices affected from the WiFi router?

In the meantime, you can try the next steps:

• Try to change the password on Google WiFi's network by following the next link: Change Wi-Fi password.
• Try to change the DNS: Changing these settings from the Google Home app may fix the issue. You can follow the steps in this link: Change your DNS.

Please follow the steps above and let me know if you have any questions. Thank you. 

Regards,

Daniel. 

[Hoslin]

Hello Daniel

Thanks for the response below are the answers

-What is the exact model of your Nest WiFi device? Google Nest Wifi Router

-Are all devices in your home affected? Yes

-What’s the color of the light on your Nest WiFi device? White

-Does the device LED switch from orange to teal continuously? No

-How far are the devices affected from the WiFi router? Less than 5 ft from the WIFI router

I have tried changing the WIFI password and that did not solve the issue.  The DNS settings were updated to the below based off the customer service support to Custom and the below settings.

Primary Server - 8.8.8.8

Secondary server - 8.8.4.4

Primary IPV6 server - 2001:4860:4860::8888

Secondary IPV6 server - 2001:4860:4860::8844

Thank You

[Guarcax]

Hi @Hoslin!

Thanks for your reply.

I’m sorry to hear that you are still having issues with your Google Nest WiFi router even after all the troubleshooting steps that you have already followed, and I also know that this is already a replacement. In order to receive further assistance, please fill out this form with all the necessary information, like the thread title or link and your username in the community. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.
 

Keep me posted,
 

Best regards,
 

Daniel.

[Guarcax]

Hi @Hoslin!

We haven’t seen your form submission come through. Were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Keep me posted.

Best regards,

Daniel.