Nest WiFi points go offline randomly

[PKEgcomm]

my mesh is one router and two points. 
randomly, only my points are going offline. Router stays OK and connected to Internet.

sometimes just one point offline, others bot points at the same time. 
only solution is to power cycle each offfline point.

[ATD]

That, unfortunately, will not help. I tried that with no success.  I removed all 15 of my pucks and bought the orbi system.  So far so good. The biggest con on the orbi is the app and lack of setting in it. You can at least access the more advanced settings by logging into the router via ip address. Which is not even an option with gen 1 or 2 google mesh.  Good luck. 

[FlyingLlama]

Thanks for the suggestion. I'm definitely considering moving away from Nest products.

[Chook71]

Agree with moving away from Google/Nest products. 

Currently, I'm having issues and logged support cases for Nest Wi-Fi Gen1, Nest Outdoor Camera Gen 1, and Chromecast with Google TV (HD) all have significant issues none of which are being addressed by Google. 

Had a Google pixel phone but got rid of it. No way am I going to try their new tablet.

Google's support is so arrogant but completely useless. Close support cases then when you follow up they say no record of any issue if you can get them to respond at all. 

Just pathetic Google

[FlyingLlama]

I just had a notification of one of my APs going down as I was using my phone, so I clicked on the notification probably within 1 or 2 seconds of the notification. I was able to immediately access the AP, and there was no visible issue.

This is the behaviour I'm consistently getting. Notifications of something being "down", but actually everything seems fine.

I'm about to try performing a factory reset of the entire network.

As a total aside, my Nest cameras are also draining battery ridiculously fast (30%+ per day all of a sudden), and I'm wondering if it's due to network connectivity issues.

[FlyingLlama]

Since performing a full factory reset only 6 hours ago, I've had three notifications that the network has lost Internet connectivity. So that's done nothing to fix the issue.

Edit: I've had multiple cameras and two APs disconnect in the last few hours. The full factory reset of all of my Nest devices has done nothing.

[cavemangeorge]

Save yourself the hassle and purchase something else. I can't even count how long I spent troubleshooting the issue and nothing working. I probably spent at least a month trying different things. I gave up. 

Bought an Asus Ax6600 and it's been rock solid since install.

[FlyingLlama]

Thanks for the Asus recommendation. I'm starting to do my research into other products atm, so that's helpful.

[FlyingLlama]

I called the Google Nest helpdesk this morning. Long story short, we couldn't come up with any resolution. I've submitted diagnostic data for my Router to them. They did say they'd get back to me today, but that was 8 hours ago, and no word yet.

[Chook71]

I wouldn't hold my breath on them getting back to you. I have the same issue as you with the nest wifi which has been outstanding for years. 

I also went through a very similar process for a known issue with the Chromecast with Google TV turning itself off after 4 hours. Contacted support, spent a weekend doing testing, and submitted all the information and they we going to get straight back to me. That was almost 2 weeks ago. Haven't heard a thing back. I had a call with them today and even after giving them my original case number they said there is no known bug or issue and wanted me to do all the testing I had already done. 

It is pretty clear they have no intention of resolving any of these know issues with their products. 

Google is now worse than Apple and twice as arrogant.

[bubbadelicious]

I had the same problem then i removed the Google mesh system for a full day. As soon as I reconnected it I got full signal and no drops is signal

[LovelyM]

Hello everyone,

Thanks for posting. This certainly hasn't been easy for all of you. 

I want to check if you have tried to factory reset your Google Nest Wifi devices using the steps here. If not, please do so and update me if there are any improvements with your network. Share with me your modem model, network topology and software version of your Wifi devices. 

Looking forward to your responses.

Sincerely,
Lovely

[cavemangeorge]

Everyone here has probably factory reset it already. It's been tried before and the problem remains, why do the same thing over and over?

[Chook71]

Yes, agree. Over the almost 2 years I have had this issue I have factory reset my devices multiple times. At best it stops the issue for only a few days then it starts all over again. 

@LovelyM if you read this and other threads about the exact same issue you would read that people do this consistently and get no result. It's pretty frustrating when the only response we can get from Google on this is just the same thing over and over, "Do a factory reset and let us know the details of your network" I have personally done this for Google at least 5-6 times and get nothing back from you so why would I bother doing it again. 

I will give Google one thing, your support is consistent. I have other issues with Nest Cameras and Google Chromecast which I have support cases logged and have provided every single piece of information requested only to get NOTHING back and the problems still exist. 

Google, Get You Act Together and start supporting and fixing the issues with your products

[OddlyLemming]

You can read through all the replies of mine where I've stated that these issues occur despite factory resets and indeed, despite entire network resets from the ground up after burning everything down to the ground (in a manner of speaking). These issues occur despite there being no changes in the logical or physical layout of the network.

The only variable that changes, and causes these ongoing issues to one degree or another, is the advent of a software or firmware update that comes along and breaks things like Godzilla as a toddler throwing the mother of all tantrums.

The only reliable way to fix a Google Nest WiFi network is to replace it with something else.

[LovelyM]

Hello there, 

@Chook71, thanks for the update. Since your Google Nest devices already have these software versions installed, keep me in the loop once you observe any abnormalities.

Cheers, 
Lovely

[worekarolis]

At least once a day

[motherfather]

After years of rock solid performance, my Google Wifi started having these drops. For some reason I naively though the Nest Wifi Pro would be better and foolishly gave Google more of my money. 
Unfortunately, the issue recurred. However, I had faith that this proved it was my cable modem. I spent about two weeks working with my ISP only to come away with the finger pointed squarely back to the Google/Nest wifi. Unfortunately, this ate up my entire return window for the Wifi Pro as I did not realize it had a return window of just 15 days. That is insane and unacceptable. 

This whole maddening ordeal is enraging. At this point I am actively telling everyone I know to avoid Google products in general. I just wish I had not invested so much money in them between the Google wifi and nest Wifi Pro, five different pixel phones over the years, my Nest thermostat, 5 home smart displays, and two home minis. 

[Chook71]

Yep, I’m in the same boat. Spent a small fortune on Google products over the years and now only because of Googles poor customer service and support I’m having to spend more money replacing them with any other brand just so I can have a product that actually does what the vendor stated. 

I can certainly understand why there are a growing number of users looking at a class action against Google 

[motherfather]

For what it's worth, after buying TP-Link Deco meshed routers, my issue continued. I wound up unplugging our VOIP line from the cable modem out of desperation... And that worked. Now that it's been a few days, we will switch back to the Nest Wifi Pro (and maybe even the Google Wifi) to make sure the internet flaps don't start back up. 

[RealDoubleD]

I had the Decos before I got had Nest and it was so unreliable. Especially with Zoom. So far so good with Orbi.

[gman3]

Thank you.  Disappointed to hear that, I was actually thinking about buying the Deco mesh router.   For what it's worth, last few days the access point has been working.  

[motherfather]

So leaving our phone modem unplugged from the cable modem fixed the intermittent drops even when I switched back to the Nest Wifi Pro router. So that was in fact the culprit all along for me. 

[motherfather]

There's been yet another development. After a little while of rock solid performance after leaving the phone line unplugged from the modem, the problems came back with a vengeance. We've swapped and upgraded modems, and it seemed like there definitely were issues with the cable internet service itself but when they've hooked up their own separate wireless router it's able to stay up for days even when the Nest Wifi Pro drops after a few hours. To make matters worse, once the Nest goes down, it stays down no matter how much I reboot it until it just decides it wants to come back up any number of hours later. 

I have no idea why this is happening. I do feel like there has to be something deeper going on on the ISP side. They're blaming the Mesh system but even when I stick with just one hotspot I still lose internet on the router. 

[LovelyM]

Hi folks,

Sorry for the delayed response. Our team is currently rolling out our firmware update for bug fixes and performance improvements on the Google Nest Wifi router and Google Nest Wifi point, respectively. This may take several weeks to complete, so kindly bear with us. See the new firmware:

• Nest Wifi router: 14150.882.9
• Nest Wifi point: 1.56.368671

Once you confirm that you have the latest firmware, please observe your mesh network and let me know if you encounter any issues. 

Sincerely,
Lovely

[Chook71]

@LovelyM I have just checked my devices and they are running the above software versions. 

Let us see if this fixes the issues.

[gman3]

Hi LovelyM,

My firmware is current, but today my Access Point went off line. I reset the network and it went back on line. That's typical of what I've had to do.

[LovelyM]

Hello everyone,

@motherfather, I appreciate you letting us know that your issue's now resolved. 

@gman3, I want to confirm if you've reset your Google Nest Wifi point by unplugging it and re-plugging it or by following these steps on how to factory reset your device. 

@Luvlypnai, can you check if your Google Nest Wifi devices have the latest firmware version installed? Here's how you can view your software version.

Kind regards, 
Lovely

[gman3]

Hi LovelyM,

Resetting or restarting the network doesn't always resolve the problem. However, typically if I unplug the device and then plug it back in, the access point will come back on line. 

[Chook71]

In the past 2 days both my points have dropped offline for no reason so unfortunately this issue is not resolved. Back to business as usual. 

Time to replace with a non-google product

[gman3]

Hi LovelyM, 

Still awaiting your response. As mentioned, I have the latest firmware, but am still experiencing the issue of the access point going off line.  Unplugging the device and re-plugging it back on seems to correct the issue, but only temporarily. I  encounter the same issue hours or days later. 

[Chook71]

Oh FFS!!!!!!

Nothing but notifications about points going offline and nearly every Google device I have going stupid

What the hell have you done Google? You have managed to take all this time and actually make the problem worse. 

I think it might be time to get the ACCC involved. Multiple longstanding issues with multiple products and zero support from Google

Enough is enough

[Chook71]

Hey Google answer me this. 

As I was leaving home this morning, I got yet another notification stating one of my Wi-Fi points had gone offline (no real surprise). When I got to work I thought I'd check to see if it had come back online and the system said it was offline. 

If it was truly offline how the hell was I able to connect to it remotely and restart it? 

Seriously Google how about you actually look at ALL THESE ISSUES and FIX YOUR PRODUCTS!

[OddlyLemming]

I remember back when a company about to celebrate their 25th birthday had the motto "Don't be evil" when they started.

They failed.

[Skin120]

Same. We unplugged the points and Internet improved. But obviously that defeats the point of a mesh network. Likely going to switch back to my nighthawk. I love the Google assistant functionally... But I love functioning internet more

[WhatTheWifi]

On top of this issue, other IoT devices in my household struggled to stay on the 2.4 band. It was becoming a serious problem when one of those devices controls our irrigation system and another our security cameras. I ended up switching back to the Google Wifi that I was using before (happily, for years) and lo and behold no sprinkler issues, no issues with the security cameras connecting, and our points don't randomly go offline. The only reason I had switched was out of a naïve belief it would be better since some of our devices could now handle the 6 band. I honestly didn't even want to have to learn about any of this - I just wanted a plug-and-play "it just works," and boy was that not what I got. When I do need an upgrade, I will not be shopping for a Google system. For one thing, the limitation on user controls is just horrible when we have to deal with all sorts of devices that need particular connection channels. It's not as if I have much choice in how those IoT devices work and it's not as if I get a magical check to cover upgrade costs even if other devices were available. Just let us control the system.

[RealDoubleD]

I have also been having this issue. For the last 8 days it continues. It's happening right now as I type this on 8-2-2023. This is the 4th time in 3 days. My modem is connected but Nest Wifi Pro just goes offline for no reason. 

[RB-JESTER]

Indeed very same issue for about 6 months now. 

• Provider's router in bridge mode.
• Usage stats turned off. 
• Next wifi router + 4 access points (in under 4k sq ft) each set up with smart plugs that power cycle every night

still; every single day quality degrades where at least one AP would go into yellow, and at least once every  other day,  random AP goes completely offline. The only remedy is to keep restarting the entire network on virtually daily basis. Incredibly frustrating. 

====

2023-09-07 Update: Latest firmware installed, factory reset executed - same issues persist. 

[gman3]

Been having this issue occur more frequently over the last few months. Usually if I reset the network it'll come back on or in some cases even come back on line on its own.  But yesterday, after doing both a network restart and factory reset, decided to call Google tech support. The tech's advice was that my ISP's router/modem was creating a Double NAT and so I needed to enable bridge mode on the ISP router. Wish I would've read these posts before I did that.  I followed the tech's advice and today ran in to the same issue of the access point going off line.   Called Google support today and they said that the issue is that the access point is too far away from the Google Nest Wifi router.  According to this tech, ideally the access point should be no more than 25-30 feet away.    Now my ISP combo router/modem no longer functions as a router, meaning that I can't access the combo router/modem's network and I still have the access point offline issue.  I tried doing a factory reset on the ISP router and that didn't work.  I called my ISP and the only solution they could offer was to send me a new router.  Frustrating that after having the Nest Wifi product for 3 years with no issues, now I'm having the access point offline issue every few days. 

[RealDoubleD]

I ended up switching to Netgear Orbi a few days, more expensive but hopefully these fair better over time. There's no reason these problems should be this common at less than a year old. I suspect heat could be the cause. These routers don't have any vents for the heat to escape. 

[rka625]

Same issue. Very frustrating.