11-03-2024 03:21 AM
Had Google Nest WiFi for over year now. Based in UK, previously with ISP Virgin Media and everything worked fine.
Switched to new ISP called Community Fibre. Since the day I swapped, I've experienced random drop outs.
Usually in the early hours of the morning, the Google Home app will say that 'WiFi network offline', and then usually after a couple of hours 'Network came back online'.
If it happens while I'm awake, I power cycle the nest router and the WiFi comes back, but usually it happens in the early hours of the morning.
I've tried factory resetting etc but it makes no difference. I spoke to the ISP and they've fiddled with things their side but insist the issue is with Google. It feels to me like an ISP issue, since it the Nest WiFi worked fine with my old ISP, but equally have read posts online about users swapping to fibre and the Nest system having issues so I'm really not sure.
To make things more painful, there seems to be no way to contact Nest Support in the UK, and whenever I'm put in touch with someone in the states they say they will call me back and never do.
Anyone able to help?
Answered! Go to the Recommended Answer.
11-15-2024 12:15 PM
Hi Jamesluk,
Thank you for your kind answer sharing with us more details about the inconvenience you are facing with your Google Nest WiFi dropping out with your new ISP Community Fibre. I really appreciate it because it allows me to provide you with better assistance.
Based on the information you provided, I recommend you try the following troubleshooting steps:
Please let me know how it goes.
Best regards,
Virna
11-10-2024 05:38 PM
Hi Jamesluk,
Thank you for reaching out to our community.
I’m sorry to hear that your Google Nest WiFi is dropping out with your new ISP Community Fibre. I understand you’re experiencing random dropouts, especially in the early hours of the morning. I understand how frustrating it is to be forced to power cycle the Nest router and the WiFi to make them work fine. Thank you for sharing with us the troubleshooting steps that you have taken to resolve this inconvenience; it helps me to better understand the situation that you are facing and provide you with better assistance. No worries! It is my pleasure to help you find the solution.
Before we get started with further troubleshooting, let me ask you some important questions:
Thanks for your kind attention; I will be looking forward to your answer.
Best regards,
Virna
11-14-2024 12:35 PM
Hi,
I originally connected my nest directly to the modem (where the fibre goes in). Community fibre have said my drop outs were because of that - so I now connect to the Linksys Router they provide.
im no longer getting as frequent drop outs, but the wifi is ‘flaky’.
it won’t hold a strong connection on a teams ball anymore. Video streaming is fine but anything ‘live’ like work calls are a nightmare
in terms of troubleshooting, it all worked fine with my last isp.
the light on the Linksys router is blue solid I haven’t seen it change colours while I face issues
no special characters in my network name or password
community fibre said their router doesn’t have a modem mode
11-15-2024 12:15 PM
Hi Jamesluk,
Thank you for your kind answer sharing with us more details about the inconvenience you are facing with your Google Nest WiFi dropping out with your new ISP Community Fibre. I really appreciate it because it allows me to provide you with better assistance.
Based on the information you provided, I recommend you try the following troubleshooting steps:
Please let me know how it goes.
Best regards,
Virna
12-15-2024 04:31 AM
I'm having the same issues. I've contacted Google and I've tried everything suggested. I'm now at the point where Google says it's a Community Fibre issue. Community Fibre says it's a Google nest issue...
Has anyone managed to make this work?
12-17-2024 03:00 PM
In the end it appeared to be a fault in the community fibre cable running to my house. They replaced it all and since then all has been fine!