Nest WiFi point disconnecting from home

[Markiperry]

Hi, I have a nest WiFi point which has worked perfectly for at least 18 months. But since about 3 weeks ago every day (normally during the early hours) it keeps being removed from my Google Home and I get the notification saying that # removed it from your  home (clearly I didn't as I was asleep!)

If I ask the point to do anything it just tells me to "Log in through the Google Home app". So I add it back to the home and it works perfectly until it the removes itself the next morning. 

I've tried everything, factory reset (not just the device but the whole WiFi network, with success. Even changes internet provider to get  new router

Any ideas of what I can do would be greatly received as it's driving me and the family mad!

[GabrielaG · Accepted solution]

Hi Markiperry,

Thanks for reaching out to the community. I am sorry that your Nest WiFi point is disconnecting from your Google Home account, but no need to worry; help is here.

We appreciate your effort trying to connect the Nest WiFi point several times. Before you with a better resolution.

• Is the Nest WiFi point connected directly to a power outlet?
• Do you see lights blinking? If so, what is the color of the light on the Nest WiFi point?
• Is your network available on the Wi-Fi network connections list, or do you need to look for the network in the Google Home app?
• When did you change on the network? 

I'll be waiting for your response; any additional details you can provide will be helpful.

Best regards,

Gabriela

[Assyrian]

Please, I need someone to guide me how to reset one of the three Google mesh points

[lSawl]

Hello. 
It might be helpful for you i think. 

https://support.google.com/googlenest/answer/6246619?hl=en-AU&sjid=16788617003696982881-EU&authuser=... 

[Assyrian]

Can someone please guide me or tell me or call me to tell me how to reconnect one of my Google mesh units one out of three

[Markiperry]

Hi Gabriela,

In answer to your questions:

Yes the Nest Point is connected directly to a power socket.

After the nest point has removed itself for the Google Home it does not have any lights on at all.

Yes the WiFi is available to connect to after this particular point has removed itself from the Google Home (I have two other older Google WiFi points on the network which keep working perfectly along with the router)

After the nest point has removed itself from the Google Home it is no longer listed as and available WiFi device in the Home app. It does however show as a Local Device in the Device list in the home app.

I'm afraid I don't understand your last question, sorry.

Thanks for your help 

Mark

[GabrielaG]

Hi Markiperry,

Thank you so much for keeping me updated. I'm grateful for the useful information. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards,

Gabriela

[Markiperry]

Thanks, I have now completed and submitted the form. 

[Assyrian]

I did have the same problem a while back and on the phone you helped me reset it. Why can’t you do the same?

[GabrielaG]

Hi Assyrian,

I understand how frustrating it must be that this hasn't been resolved. This needs to be checked by my higher support team. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Best regards,

Gabriela