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Nest Wifi Intermittent Performance

IEgnater
Community Member

I have been struggling with intermittent Nest Wifi performance for the past ~2-3 weeks now, and no solution from Google support has helped yet after talking with multiple people.  Hoping maybe someone here has a solution?  

I've had the same setup in my house for ~2 years, and no real issues until recently.  Using Xfinity modem into Nest Wifi router with two additional points.  Xfinity already came out and gave me their latest modem, tested all my wiring and connections and verified that there are no issues on their side with my 1 gig service.  Nothing between the wire coming into my house and the modem.

Google support has had me try what seems like the standard DNS settings change, and reset the system multiple times.  This week they sent me a new router to try, and the performance is just as bad still.  Multiple times a day the wifi will show connected, but completely drop out on all my devices.  The camera will also regularly drop from only my Nest Hub(can still use voice commands, stream music, etc.), but not my Nest doorbell.  I will also find when the performance gets intermittent that in the Home app, Speed Test and Mesh Test will fail and show that there is no internet, while I am currently connected to my network and using it.  Ookla speed test will still work though.  Solid white light on the Nest system, and no errors showing on my modem.

I keep getting asked by Google support if there is an additional router or some kind of switch on my network, which there is not.  They tell me they can see the main router losing connection frequently, and assumed it was a failed unit.

Unfortunately this system used to be good, and is now basically unusable for my home office.  Having to reset my network several times a day definitely shouldn't be normal.  Anyone else experiencing something like this?

21 REPLIES 21

dbrinkman1951
Community Member

I am having the exact same issues with my Nest Wifi system. I have one Router and 3 Points, which have worked flawlessly up until 3-4 weeks ago. Now I experience multiple dropouts daily or even hourly. I can pretty much document the dropouts, because my Google security system sends me an email every time it drops and the system goes to cellular backup.

When I reboot the Nest router, it only links to one or two points, never all three. The speed test in the Home app says I am getting 250-270 Mbps, but running any other speed test from a connected computer (I have tried several) says I am getting 6 to 69 through the Nest wifi to the devices. One of my points often has an amber light ring at the base, which I never saw before.

I run my Tivo off the network also, and when the Nest system is acting up, I cannot even watch TV.

AS IEgnater stated, the Nest wifi is basically unusable at this point. This is extremely frustrating!!

Wellman
Community Member

I am encountering the same challenges just after the past few weeks. We’re there any updates that occurred ?

dpruth001
Community Member

I'm also having these same issues. Multiple devices on our network are intermittently having issues connecting to Wifi, or they say they're connected to the network, but without internet. This has only been happening in the past couple weeks, after years of solid performance.

Unlike some others, my Google Home app is not showing any events or errors, except for when I've tried unplugging everything and restarting.

FWIW, I've been using CloudFlare DNS servers 1.1.1.1

dpruth001
Community Member

I'm continuing to have connection issues, both on a MacBook Air, on a Windows 11 device, and Android devices. However, every time I open the Google Home app, I see "Everything looks good!"

 

But various devices either display as idle, or when they are connected they show as "weak connection" (despite sitting a couple of feet away from our primary router. I ran a diagnostic test on Windows 11, and it gave me an error about "IP Configuration" (although I'm using DHCP)

Jeff
Community Specialist
Community Specialist

Hi everyone,

 

I can see you're all experiencing mesh performance issues, but your situations may vary a bit. I realize some of this info has been provided, but for those seeing troubles, can you verify a few things for me? Please check the following and let me know the results.

  • Do you have IPv6 enabled in the advanced network settings of the Home app?
  • If you prioritize a device (any device) on your network, does it impact performance on the network as a whole? Try prioritizing a device and then run a speed test and mesh test to check results.
  • What are your mesh tests results for the points on your network?
  • Are connection speeds or issues tied to any time of day, or is it totally random?

If you can think of any other info to add, please share it here and we can start looking at specific troubleshooting steps for you.


Thanks,
Jeff

dpruth001
Community Member

Thanks for following up, Jeff. Here's my experience with your questions:

  • I did not originally have IPv6 enabled, but enabled it 24-36 hours ago with seemingly no effect.
  • Prioritizing a device seems to make no difference on either the prioritized device, or other devices. (In fact, I got a very fast speed test result on a device this morning that was seemingly not connected to the internet. Windows 11 said I was connected to wifi but without internet, while the Home app showed a "weak" connection. I was sitting within feet of the primary router device, and even attempted to unplug the other two mesh devices.)
  • All mesh tests I've run have been successful, with no identifiable issues.
  • It seems like there are more connection issues in the morning (I'm in U.S. Central Time), but that may be anecdotal.

Jeff
Community Specialist
Community Specialist

Hi dpruth001,

 

Sorry for the delayed response here. We've been looking to this and I've yet to hear of a reliable solution. I did want to check back in here and see if you had seen any changes in your situation, for better or for worse. Let me know if you've seen anything new on your end.

 

Thanks,
Jeff

It is still happening, but nowhere near as frequently.

Even though the Google Home app says my speed is 253 to 257Mbps, I'm still only getting in the neighborhood of 42 to 50Mbps on devices when I run a speedtest. 

dpruth001
Community Member

I'm sorry to say that my patience ran out, particularly as this affected work-from-home.

I got rid of my Google Wifi routers and replaced them with Deco routers.

Jhonleanmel
Community Specialist
Community Specialist

Hey everyone,

Give these steps a try:

 

  1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
  2. 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.
  3. Remove any special characters in your network name and password.
  4. Turn off IPv6.
  5. Change your DNS server into 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.
  6. Unplug the power from your Google Wifi devices for 2 minutes.
  7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

Hey folks,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

Hi everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Mel

1. Not a modem/router

2. Router plus 3 points in a 3300 square foot house. Sorta overkill, but I didn't want problems like this

3. I haven't changed the network name or password since I installed the Nest mesh system over a year ago.  Aren't passwords supposed to include things like special characters? My work requires it.

4. not on

5. No idea what you're talking about

6. How many times in the last couple months?

7. factory reset, and then reconnect 35 smart home devices? Nope! If I'm gonna have to go through that, it'll be with a different brand mesh network.

Let's face it everything worked fine for a year. Google sent a system upgrade that messed up a boatload of home networks across the country. Just fix the upgrade, please.

AbigailF
Community Specialist
Community Specialist

Hey dbrinkman1951,

 

Thanks for getting back to us ― here are the steps to change your DNS:

  1. Open your Google Home app.
  2. Tap Wi-Fi >  Settings> Advanced Networking
  3. Tap DNS.
  4. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server.
  5. Tap Save.

Restart your network after that and let us know how it goes.

 

Best,

Abi

I made the changes to the DNS that you specified.

After the router and points came back up, I ran a speedtest from my desktop. It showed DL speeds of 91.05 an UL speeds of 15.03. Less than half what I get connecting direct to the modem, but double what it was before. 

So, it is a step in the right direction. It will be interesting to see if the dropoffs diminish.

Thanks for the help.

Dave

AbigailF
Community Specialist
Community Specialist

Hey folks,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

AbigailF
Community Specialist
Community Specialist

Hi everyone,

Checking back in should you still have some questions here. Let us know by replying to this thread.

Best,
Abi

You want to know how reliable it is?

I am restricted from adding an image so I can't give you a screenshot, but ...

from 5AM to 2:10PM toady it has been offline 8 times.

I am using the number of times my Ring alarm has lost connectivity as a basis.

This goes on like this constantly night and day.

Google should be ashamed of its product's performance, and their response to it!

AbigailF
Community Specialist
Community Specialist

Hey dbrinkman1951,

Thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Abi

Form is filled out. Although there is no information there that isn't available in this thread.

AbigailF
Community Specialist
Community Specialist

Hi dbrinkman1951,

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon.

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers,
Abi