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Nest Wifi AC2200 Mesh System Router and Point Dropped Connection

huristm
Community Member

In August on 2020 I purchased the Google Nest Wifi AC2200 Mesh System Router and Point.  Coming from the Verizon FiOS set-up I was impressed with just about everything with my Nest system from unboxing to set-up, system management and reliability.   The one thing that I loved most was that it didn't require constant system reboots to keep it running smoothly and it ran great for more than a year.

However, sometime around November 2021 the system started having connection issues that I initially blamed on the Nest Point but it wasn't until I got fed up trying to fix the problem myself that I reached-out to support and got some help.  They asked for some info and ran some tests and discovered that my Nest Router suffered a "critical error" that was the cause of the problems that I was having.

So, they asked me to provide some info about the device to determine if it would be eligible for replacement.  I already knew it was past the one year warranty period but the support rep insisted that they might be able to get it replaced. 

The support team confirmed that they could replace my faulty router if I sent it back to them.  Of course, I was like great, and they set it all up.  Within minutes of ending that call the support rep called back to state that they actually couldn't replace my unit because it was out of the warranty period.  So, they got my hopes up for a hot minute but oh well, I need to buy a new one.

But then I thought to myself, I can't buy a new one not knowing if a new Nest router would have the same flaw.  I asked the rep if he had any information on whether this issue had been addressed with newer devices and he said no.

So, now I'm on the hunt for a new mesh network less than two years after falling in love with the Nest network because Google can't give me any confidence that I'd have a replace a new one all over again.

Google, I will not buy a new Nest router.  

By the way, the support team was REALLY great.

1 Recommended Answer

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

The update will be rolling out from April 04, 2022 to April 29, 2022. Keep an eye out and let us know if if it's doing the same thing once you get the update.

 

Thanks,

Edward

View Recommended Answer in original post

16 REPLIES 16

olavrb
Platinum Product Expert
Platinum Product Expert

If the product came with this defect, it shouldn't matter whether it's out of warranty in my opinion. I don't know how the laws work where you live, but in Norway I'd have good chances if something similar happened to me. One must expect such a premium product to last longer than one year, without it self destructing for no apperent reason.

Could the support say anything more about what this "critical error" was? And when it first occured?


I don't work for Google.

huristm
Community Member

That is exactly my thinking.  I don't know if the product came with the defect or if it was introduced with an update but I assume that if it was an update they could have fixed it so I assume it came with the defect.  Once support realized it was out of warranty they flatly denied that they could replace it.  I live in the United States and unfortunately, this is a common business practice.  Unfortunately, Support had no additional information regarding the defect.  I truly loved this device for the first year and a half it worked and I'm still using it but will replace it with a mesh network from another brand.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@olavrb, thanks for the help!

 

@huristm, I'm sorry to hear about your experience. I'd love to know more about this. Could you share the case number of your interaction with our team so we can investigate further?

 

Thanks,

Edward

huristm
Community Member

Hello Edward,

Thanks for the follow-up.  Is there a particular place I should post it or is it ok to post here?

 

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

Thanks for the response. You could post the case number here so I could check the troubleshooting steps that you've done so far with our team, and check for other options.

 

Thanks,

Edward

huristm
Community Member

Sure no problem.  This is the case ID.  2-1113000032220

Thanks for the follow up.

 

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

Thanks for sharing the case number. An update for the Google Home app is rolling out, I would suggest observing it once you get the update. You could click on this link to learn more about this.

 

Thanks,

Edward

 

huristm
Community Member

Thank you very much.  I'm really glad that there is a software fix for this.

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

The update will be rolling out from April 04, 2022 to April 29, 2022. Keep an eye out and let us know if if it's doing the same thing once you get the update.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

Just checking in to see if you already received the update for the Google Home app. If so, are you still getting the same issue?

 

Thanks,

Edward

huristm
Community Member

Hi Edward,

I think the update was applied a few days go because my Point started dropping its connection but I did a factory reset to the Point yesterday and haven't had any issues since however, I would need a week to know of sure.  Then again, I'm just realized I probably should have reset the Router as well.  I'll provide an update next Sunday after I've spent a week to see how things worked out.

Thanks for following up.  Really appreciate your interest in getting this resolved for me.

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

Thanks for the update. Yep, take your time to observe it and let us know if you're still getting the same issue. Hopefully the connection would be consistent after the update.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi huristm,

 

How's it going with your Google WIfi? I hope that the speed is still consistent but let us know if you're still experiencing the issue.

 

Thanks,

Edward

huristm
Community Member

Hi Edward,

Well it seems to be going great.  I did have a problem with my Point immediately after the update but to resolve that I did a factory reset and the both the Router and Point have been solid all week.  Haven't had to reboot even once.

Very happy that I did have to replace my system.  Thanks again.  Very much appreciated.

Jeff
Community Specialist
Community Specialist

Thanks for the update, huristm. I'm happy to hear things are working well for you. Before I mark this as resolved, I just wanted to see if there was anything else you might need. Let me know if there's more we can do.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, all.
As we got our resolution here, I'm going to mark this one as resolved. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to open up a new thread.
Thanks!