Nest WiFi dropping out repeatedly and bad performance

[chuckwow]

this has been a reported issue for several months.  WHEN IS THIS GOING TO BE FIXED?

when can we expect to get a firmware upgrade that resolves these issues?

[em1n3em]

PLEASE i've been waiting for months, people are telling me to just switch to different provider and I'm honestly considering it at this point.

[Jeff]

Hi, chuckwow.

Sorry about the connection issues you're seeing. I know how frustrating it can be to get network drops. I will be happy to help you out with that, but I do have a few questions to help us get moving in the right direction for support.

• Does the entire network drop, or is it limited to certain devices?
• Is there any pattern to the performance issue, such as more often in the evening, or is it totally random?
• How often are you seeing network problems?
• When you have a drop, does it reconnect on its own, or do you need to power cycle the network to get it to work?

If you have any additional details, it would be helpful as well. I look forward to hearing from you.

Thanks,

- Jeff

[chuckwow]

jeff,

thanks for the response.

outages manifest themselves in 2 primary ways.  

1.  network slow down across entire wifi network.  i have worked with internet service provider to isolate performance issues directly and solely to nest and google wifi devices (we have gigabit internet service).  this was done by bypassing nest wifi router and connecting directly to the service provider router / modem.  i.e laptop plugged directly into service provider router performance is 900 meg.  when connected through wifi (same laptop) performance can vary between, 8 meg and 150 meg.  this results in unacceptable work video buffering. 

2. nest google wifi router is primary device. i have 2 other nest google wifi devices and 3 google wifi devices (3 google nest router / wifi and 2 google wifi devices are in the home garage / 2 google wifi devices are in an out building about 60 feet away).  google wifi devices in outbuilding lose connection frequently and are always in "weak connection" state. distance between wifi devices is about 60 feet from garage to out building.  google wifi devices usually reconnect on their own but sometimes need to be power cycled to restore connection.

outages are random and not time of day related.  i don't see any pattern.  the google wifi devices going off line happens 2-3 times a day ( these google wifi devices are used to only connect google nest Cameras (outdoor / battery).  

it appears that based on the forum information i have seen that the performance degradation appears to be somewhat common with the Nest google devices.  i did not experience any performance issues when i was using only google wifi devices.

thanks in advance for anything you can do to assist.

lynn seacord

[Jeff]

Thanks for all the added info, chuckwow. I appreciate that and I can use that to help figure this out. I'll reach back out when I have more to share. I may need to take this to an internal team for extra help.

Thanks,

- Jeff

[chuckwow]

any progress to report on this issue?

[Jeff]

Hey chuckwow,

Sorry for the late response here, but I wanted to let you know that a new firmware update is coming soon that is going to address several performance issues. That update should be arriving soon for you, and I'm hoping it's going to clear up your issues. The update is just beginning to roll out now. Your device will update automatically when it's available to be downloaded. Let me know if you have any questions or if you notice any changes if your situation.

Thanks,

Jeff

[chuckwow]

Jeff

thanks for the follow up.  is there a way to tell if the revised firmware has been applied? in google home i dont seem to be able to locate the current firmware revision for that matter.

thanks

[chuckwow]

jeff,

i did find my current version info

the app version is 2.57.109. 

what is the new version that is coming?

[Jeff]

Hey chuckwow,

It's actually the software version you want to be on the lookout for, not the app version. To see that, you need to open the Home app, tap on the WiFi button, tap devices, select your router, and tap on the gear (settings) icon. It will say software version. If yours reads 14150.43.81, then you are on the current release and have yet to receive the new update.

Thanks,

Jeff

[chuckwow]

Thank you for the info.  The aforementioned version is my current version so I will look forward to receiving the update.

[EdwardT]

Hi folks,

@Jeffrey, thanks for the help!

@chuckwow, Updates roll out by batch. Let us know once you notice any changes.

Thanks,

Edward

[chuckwow]

I shall. Any idea on timing? Also will there be any notification that update has or will take place?

[Jhonleanmel]

Hi everyone,

@chuckwow, chiming in to ensure everything is good here. Your Google Nest Wifi will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network.

Thanks,

Mel

[Jhonleanmel]

Hey folks,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hi everyone,

Sorry for the delay. Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

[chuckwow]

Mel,

i have received a new wifi router software version 14150.376.32.  not sure exactly when.  i continue to have wifi and router go off line periodically.  it has occurred within the last week so the timing on the software version update may make a difference.

could you please maintain the ticket in open status perhaps through october?

[Jhonleanmel]

Hey chuckwow,

Give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. 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.
3. Remove any special characters in your network name and password.
4. Turn off IPv6.
5. 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.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Jhonleanmel]

Hey chuckwow,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[chuckwow]

mel

thank you for the follow up.  i think we can go on and close the ticket.