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.

[Rosa_cbd]

Same problem with me. Very annoying to reboot every now and then. 

[Calderon0121]

I’ve been having the same problem with my router. It randomly drops the signal or I have a weak signal. I would have to reboot and restart the network more than once daily. Im not sure what changer recently but it looks like a common problem now.

[Beb235]

Yes this is my problem as well.  Just started happening a few mo tjs ago. Is this a firmware/software issue I wonder?

[Max8]

I think it must be, because both my networks (two different houses) worked perfectly for months, then suddenly points on both started having this issue. 

[LanceH]

Yup. Huge issue. Check this thread for more details. No solution yet.
https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-wifi-randomly-going-offline/m-p/241888

[Jhonleanmel]

Hey folks,

Thanks for posting ― let's get this sorted out.

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices?

Give these steps a try:

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.

Remove any special characters in your network name and password.

Set a custom DNS at 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.

Unplug the power from your Google Wifi devices for 2 minutes.

If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Calderon0121]

Ok, Thanks for the tip! When i setup my DNS manually, it also ask to setup my ipv6 server primary and secondary. Should I manually set that as well?

[Jhonleanmel]

Hi Calderon0121,

Thanks for getting back to us.

I suggest disabling the IPv6 first before setting the customer DNS. Here's how:

1. Open your Home app.
2. Tap Wifi.
3. Tap setting on the upper right.
4. Go to Advanced Networking.
5. Select IPv6 and turn it off.

Let us know how it goes.

Thanks,

Mel

[Calderon0121]

Ok, so I have changed the network settings that you explained and it does rn fine for a while but intermittently the home app shows my device that it is offline but when you click on the device and say that it is online and connected.  I have to run a test and verify that I am online to see if everything is connected. This has been the main issue. It doesn't even notifies that the router has been disconnected when it happens. Is this a app issue or is it the router? Ive tried everything unless you have more tricks in your sleeve that you can share with.

[Calderon0121]

Sorry for the typos and bad grammer ! 

[Jhonleanmel]

Hey folks,

@OddlyLemming, I'm sorry that you're having issues with your Google Nest Wifi. Have you had the chance to try the steps above? If so, how was it?

@Calderon0121, thanks for the update. It's good that your connected devices are not affected and the issue is isolated on the Home app not showing accurate information. We're working on a fix. Stay tuned for updates.

Thanks,

Mel

[Mrphr34k]

Tried this over and over.  It is fine for days and then they are week and then offline.  Hardwire is fine and never an issue.   Can I get a refund?

[cavemangeorge]

I asked for one and was told i couldn't get one. The system wasn't even a year old

[MLB1]

Me too, I’ve done everything- this system is a waste of money.  I bought 5 points for a 2400 sq ft house and I’m always offline. 

[Jplonske]

I have tried this and this has not fixed the issue. The points continue to go offline everyday. They automatically factory reset and need to be added to google home again. Then they will go offline again the following day. I have moved these so close together it know defeats the purpose of even having them as a mesh network anymore. There needs to be an update to address the issue. 

[OddlyLemming]

Yeah, I've got this issue as well - I think there may have been a recent firmware update that has triggered this issue (again, for me).  Before anyone asks, there has been no physical amendments to my network set-up, no changes to device  or appliance locations, and no changes to network settings either. With all that non-activity in place, the only Access Point (serving WiFI up to the front half of the house) falls off the network every couple of days. Before that the connection was consistantly great, now it starts great and then fades away some time later.

This is a repeat of an earlier issue I had (same symptoms but over a slightly longer timeframe between Access Point restart and Access Point loss of WiFi access), that was resolved by a firmware update a few months back.

[OddlyLemming]

Okay, after more than a minor amount of hair-tearing frustration and torment (delivered in no small part by the Google Home App that needs serious work in order to be considered as more than user-friendly faff in situations like this) I am now in possession of a newly recreated home network that may (or may not) retain connection to the WiFi Access Point. I'll let you know what happens from hereon in.

On suggestion from the @MadeByGoogle Twitter account I changed my modem (NetComm NF17ACV) from serving our home as a VDSL/IPoE modem to serving in bridge made - Presumably having a home network caught up in a double-NAT situation causes a network connection between Router and Access Point to slowly degrade from Great Connection, to Good Connection, before withering to Weak Connection, and then falling off the perch altogether. Who knew?

• Changing the modem to Bridge Mode was the easy part, getting the Google Nest WiFi Router to accept (or even see) that change was a saga that was days in solving.
• Following the "advice" on the Google Home app for chaging the active connection type for the Google Nest WiFi Router is an exercise in futility. Save your time (and hairline) and just proceed to the next step -The advice as provided in the app just doesn't work. At all. To make matters even more fun, once you turn your mobile/cellular data off and "connect" to the Router via the WiFi network the app screen doesn't even show anything at all after a screen refresh.
• With your modem in Bridge Mode, perform a factory reset on both the Router and the Access Point. Burn all the settings down to the ground and rebuild from scratch. It's been about 5 hours now since I did this and the Access Point still shows a Great Connection. Time will tell.

[cavemangeorge]

Ive got the same problem. My points keep going offline. Factory reset them and the problem still remains.

I can walk to another room and when it switches to that access point, I will have full signal but theres no internet.  Right now, Ive got all my points unplugged because its not worth the frustration. Between this and the random speed slowdowns that are happening, Im ready to just trash the system after less than a year.

[Jessew55345]

I'm having the same issue for about the last month... Maybe more. My 2 APs will go offline and only fix i have so far is to power cycle them.

When they are not offline they all show "Great Connection".

[cavemangeorge]

I just got rid of my system. I couldn't deal with the constant problems.

[OddlyLemming]

Sad to say the signal degradation between Router and AP is still an issue for me - It's just not as common an issue. Where I'd once have to power-cycle the AP about 2 times a week is now down to about once every 2-3 weeks. Still annoying, however.

[OddlyLemming]

And (once again) I'm at the stage where I'm having to power-cycle the access point 2-3 times per week because the digital slop-merchants in charge of software "development" seem incapable of "updating" their work without breaking things, or committing to proper testing and analysis before they unleash their hellish concotion on a long-suffering user-base.

If I sound somewhat bitter at this constantly recurrent theme of break-fix-break-fix-break-fix that is an inescapable part of using the Google Nest WiFi system, that is because I am. Google Nest Mini was touted as a simple, no hassle way of improving wireless network access in my home and I'm right on the verge of redefining that description as "simple-minded, and no hassle-avoided solution for a care-free existence".

[OddlyLemming]

I found the perfect solution to my mesh WiFi connectivity issues.  It's called a D-Link COVR-X1872, and eliminates the chance of a WiFi dropout between Router and Access Point through the simple measure of implementing an ETHERNET BACKHAUL.

Bye-bye NEst WiFi, your connection issues just wasn't worth the ongoing hassle, especially when they play havoc with 1/3 of the WHF connections at random intervals.

[littleengin]

Loosing faith.

[cavemangeorge]

Unfortunately if you need reliable Internet, your going to have to replace the units with something else. These guys are trying to help but how many times can you keep doing the same thing

[littleengin]

Agree, not good when you are away for weeks at a time and a Point goes out.  No camera, control, etc.  Disappointing.  

[Max8]

Any progress on this issue? I have the same problem and am about to give up and get rid of Google wifi. It would make me sad because they've worked well otherwise. 

I have one newer version wifi point mixed in with older versions. That worked well for months but in the past few weeks the newer version has started going offline a few times a week. Only power cycling helps. Was this a recent firmware update or something?

[ThorSparks]

Same here. Been happening several times a week since I got them. Thinking I should just give up on Google. It seems like they abandon nearly everything they start.

[saladbarf]

Any update on this? It just started happening to me as well and it is INCREDIBLY frustrating

[kjbeck73]

Great, these problems are being reported last year. It April 2023 now.  Are there fixes for these devices constantly dropping offline?  I dont need to be referred to others having the same problem 6 months ago.  Tell me how to get it fixed.

There should be a way to trouble shoot this in the Home app.

[cavemangeorge]

The only solution I found was the replace the system.

[Max8]

Did you stick with Google or get something else?

[cavemangeorge]

I bought a new non google system. Asus ax6600, way better system been rock solid since install.

[Chook71]

Very disappointing that this has been an ongoing issue for a couple of years and there has been absolutely no assistance from Google to resolve this issue. I will say that at least in my case it seems to go through cycles. It seems to be "stable" for a couple of months then we go through weeks/months of points going randomly offline. At the moment my points go offline every couple of days.  

These systems are not cheap and it simply isn't an option for me to spend hundreds of dollars replacing them. 

Currently I have one point saying it is offline and is reported as such within the app however I still have devices connected to it that are working fine (Nest Security Camera & Chromecast) but the only way I can try to manage the point or get it to show as online is to reboot my entire network. 

Sadly I tried to standardise on a single ecosystem being Google thinking (wrongly) that this would reduce the number of issues I have with devices. I couldn't have been more wrong. 

Nest Wifi - Unreliable, no support from Google

Nest Security cameras - Unreliable, poor connection, way overpriced. Being replaced by a hardwired system. I can get an 8 4K camera POE system with both local and cloud storage for less than 4 Nest battery cameras. If I want mains power then that's another $100 per camera for the power cable, plus cloud storage on top of that. 

They started out well but it appears Google want users to pay premium prices but don't want to provide the level of support that goes along with that. 

Very disappointed 

[Alodie]

This issue cropped up for me about a month ago with my point. Same thing, only power cycling helps. It's really disappointing to hear that this still hasn't been resolved. Otherwise everything has worked well. 😞 

[Matshelge]

Welp, well this tread was not a good sign. 

Guess I'll invest in a hardware solution that will power cycle these points once a day. A real shame this is not an option in the setting. My old d-link from 2003 had this option, so weird not having it here. 

[Max8]

I've been an all-in Google user for years. I had a Nexus before there were Pixels, and I've bought Google products pretty much whenever they're available. So I'm really disappointed in these products. I was very happy with my first generation Google Wifi mesh setup, which I still have working well in my home. But I bought two newer generation Nest networks (AC2200) for two rental properties and added a newer generation point to my home network and it's been nothing but problems with the newer models. Support was responsive but they can't help except to replace one unit that was still under warranty. Two other units that were no longer under warranty go off network constantly. I tried replacing that one and the new one does the same thing. I've pretty much given up and am looking for a new solution, though I will hang onto my first generation mesh which is still going strong.

[Chook71]

Interesting you say the Gen1 system works well. I see a lot of them for sale on Marketplace pretty cheap ($150 for 4 points). 

It would be pretty sad that to get a reliable system you need to go back a generation.. 

[Max8]

Maybe I'll just do that. I'm tempted to just try something non-Google though because it does seem silly to invest in older technology, even $100.