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Nest WiFi dropping out with new ISP

Jamesluk
Community Member

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? 

 

 

1 Recommended Answer

virnab
Community Specialist
Community Specialist

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:

 

  1. Check if the affected devices are in the 2.4 GHz and 5 GHz bands.
  2. Run a mesh test to check the connection of your points. If you get a "weak" rating, please move the Wi-Fi point closer to your primary router or point. 
  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 VLAN tags.
  5. Try to change the password on the Google WiFi network’s password:
    • Open the Google Home app.
    • Tap Favorites (the heart icon).
    • Tap WiFi
    • Tap Network settings (the gear icon).
    • Enter a network password and click the eye icon to check if the password appears in plain text.
    • Tap Save.
  6. Change the DNS:
    • Open the Google Home app.
    • Tap on favorites (heart icon).
    • Tap WiFi, then go to Network Settings (the gear icon), then tap on Advanced Networking.
    • Tap DNS.
    • Select Custom, then enter your Internet provider service DNS.
    • Tap Save.

 

Please let me know how it goes.

 

Best regards,

 

Virna

View Recommended Answer in original post

5 REPLIES 5

virnab
Community Specialist
Community Specialist

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:

 

  • Do you use a modem and router combo?
  • What’s the color of the light on the parent point (ISP router)? Does the device LED switch from orange to teal (or white) continuously?
  • Is there a switch on the network?
  • How far are the Google WiFi points from each other?
  • Could you please check if there are any special characters or spaces in the SSID or password? (special characters, like apostrophes, commas, underscores, quotation marks, emojis, or spaces, might cause connection issues.).
  • Could you please run a mesh connection test for weak WiFi points?
  • Did you ask your ISP to enable your modem on bridge mode?

 

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

 

Best regards,

 

Virna

Jamesluk
Community Member

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

virnab
Community Specialist
Community Specialist

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:

 

  1. Check if the affected devices are in the 2.4 GHz and 5 GHz bands.
  2. Run a mesh test to check the connection of your points. If you get a "weak" rating, please move the Wi-Fi point closer to your primary router or point. 
  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 VLAN tags.
  5. Try to change the password on the Google WiFi network’s password:
    • Open the Google Home app.
    • Tap Favorites (the heart icon).
    • Tap WiFi
    • Tap Network settings (the gear icon).
    • Enter a network password and click the eye icon to check if the password appears in plain text.
    • Tap Save.
  6. Change the DNS:
    • Open the Google Home app.
    • Tap on favorites (heart icon).
    • Tap WiFi, then go to Network Settings (the gear icon), then tap on Advanced Networking.
    • Tap DNS.
    • Select Custom, then enter your Internet provider service DNS.
    • Tap Save.

 

Please let me know how it goes.

 

Best regards,

 

Virna

roroma
Community Member

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?

Jamesluk
Community Member

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!