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Nest Wifi Pro 6e randomly drops connection

thenoelman
Community Member

3 weeks ago

I have followed the suggestions from numerous other threads.  This thread pretty much sums up my issue:  https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-WiFi-Pro-Keeps-Dropping-Connection/m-p/576203#...

 

I did all of what they said to do, but the problem just happened again.  I have the Tv Streaming no problem.  Both my phone and tablet (both Android), went from full strength connection to unable to connect completely out of the blue.  Rebooted the phone and tablet, still can't connect to the wifi.  Tv is still Roku streaming effortlessly.  

 

My only way to solve this is full blown unplug/reboot.  It'll go away for a few days then come back.  I made it a week this time - was hoping the DNS change solved it but the problem is back.

 

 

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virnab
Community Specialist
Community Specialist

3 weeks ago

Hi thenoelman,

 

Thanks for reaching out to our community.

I can see that you've been dealing with an intermittent connectivity issue where your Nest Wifi Pro drops the connection to your phone and tablet, even though your TV continues to stream without any problems. I understand how difficult this situation must be, but I appreciate you letting us know all the steps you've already tried to get this resolved, including a DNS change. Don't worry, I'm here to help.

To help me get to the bottom of this, please answer the following questions:

  • Do you use a modem/router combo? If you’re not sure about this information, you can consult to your ISP (Internet service provider)

  • What is the make and model of your router?

  • What’s the color of the light on the Nest Wifi Pro parent point (router)? Does the device LED switch from orange to teal (or white) continuously?

  • How far are your Google WiFi points from the primary point (ISP router)?

  • Is there a switch on the network?

  • How far are the WiFi points from each other?

  • Did you ask your ISP to enable your modem on bridge mode?

  • Have you recently changed the password on your Nest wifi Pro?

  • Which country are you located in?

In the meantime I recommend you to try the following troubleshooting steps to restore the network connection between your Nest Wifi Pro and your devices:

  1. Check if your smartphone and tablet can be connected to a 2.4 GHz or 5 GHz band.

  2. Remove any spaces or special characters from the SSID or password, if there’s any.  (like apostrophes, commas, underscores, quotation marks, emojis, or spaces, might cause connection issues.).

  3. Run a mesh connection test to check the connection of the Nest Wifi Pro points.

  4. Check for VLAN tagging. Some Internet Service Providers (ISP) require VLAN tagging (Virtual local area network tagging) for their modems to communicate with wireless routers.  The right VLAN-tagging setup for your network depends on your ISP and the country you’re in.  Please check this Google Nest Help Center article to learn more: Set up a network that uses VLAN tagging. 

  5. Check for paused devices.

    1. Paused devices should be listed at the top.

    2. A device should only appear once. If it’s paused, it won’t be in the following list.

    3. If a device is unpaused on this screen, it should move to the top of the Devices list.

    4. The Paused section should always be present and in an empty state.

Please let me know how it goes.

 

Best regards,

Virna

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