Nest Wifi Pro 6e reliability issues

[Chritall]

I've been doing everything I can think of and read up on to fix latency spikes and connection drops on my system, with zero progress.

I have fiber internet hooked up with 1gbs up and down, and a cable connected straight to the main Nest Wifi pro router. With two satellites spread out. Excellent connection everywhere but this every other minute connection drop that lasts 1 second is driving me nuts. It affects streaming, video, and gaming. So much so that I sometimes share my 5g mobile net for better stability.

I've been in contact with Google hardware support and they claim that Googles new mesh system works best with cable modems, and isn't great with fiber. How on earth is that possible? And I haven't found a trustworthy source to confirm it.

I just think they built crappy hardware and when I monitor the connection with tools it's clear that latency spikes and package losses occur every minute. 

I've been in contact with my ISP and they've said that you can call any ISP in Sweden and they'll confirm that Googles wifi is absolute **bleep** and that people that require stability and reliability in their network always complain about it.

So here I am thinking whether a firmware update can fix this or if it's time to ship this junk back to where I bought it. Irritated that I didn't read up better before. 

These drops leads to losing connection with Sonos as well. It doesn't matter which device I'm using, which node I'm sitting next to, which cable I try - still **bleep**.

I've factory reset the system, tried all recommendations on changing dns, turning of ipv6. No improvement. 

Given that I've seen other threads with people complaining about this, it's pretty obvious that the issue is on Googles end. Firmware or hardware related. 

I can live with the disconnects, but it's frustrating to have bought what I thought was a good mesh system only to find out that I'd be better of with a 100$ single router.

Any ideas? Or do I just ship it pack and switch to TP-link or Netgear mesh?

[mereed17]

I’ve been having the same problem, and Google Support has been wildly unhelpful. They are sending a new router, and if that doesn’t fix the issue I’m switching. 

[Chritall]

It really felt like they didn't want to own the problem and replied that fiber works bad with Google nest wifi pro. Speeds too high and problems with calibration she said. Sounded completely made up.

[lusvin]

Hi @Chritall,

Thank you for posting in the community and the detailed information. This is very helpful in resolving your case. I’m sorry to hear about the inconveniences that you are experiencing with the dropping connection in your Nest WiFi Pro router and extenders.

I would like to check some information; please answer the following questions:

• What DNS did you use when you changed it? 
• What was the factory reset process that you tried? (through the app or manually).

Additionally, please check if your network name or password contains any special characters. These can sometimes cause connection problems. If you have special characters, you need to remove them.

[Chritall]

Hi!

1. DNS I used Google Primary and Secondary (8.8.8.8 + 8.8.4.4)
2. Through the app
3. I have removed all special characters during previous efforts to fix it (I did have them initially, it didn't have any effect)

And just to be clear - I have a three-pack Google Nest Wifi Pro 6E in my setup

[aperezdeleon]

Hello Chritall,

Thanks for your response.

I appreciate all the details you were able to provide. It's important to determine the main reason why your network is dropping constantly. Because of that, I would like to know how your mesh connection is looking. If you haven't performed a test, I suggest you check out this mesh test guide to do so.

Do you know if your modem is also capable of working as a router? If so, you might need to adjust the settings on both routers to get a consistent internet connection. In the meantime, it would be a great idea to test if your devices drop when directly connected to the router via an ethernet cable. Doing so will allow us to determine if the drops happen specifically with the Wi-Fi signal or if your router is not getting internet in that brief moment.

Have you noticed any Nest Wifi Pro points going offline or being unreachable in the Google Home app once these drops happen?

Let me know how it goes.

Regards,
Angel.

[Chritall]

Hi!

1. I have run several mesh-tests, 9 out of 10 times they show that it's working perfectly. But if I happen to press mesh-test while the drops are happening, the test fails. That has only happened once though as usually it manages to make it through the drops.

2. I don't have a modem, it's just a plain fiber-converter or Optical Network Terminal without any other functions (such as router etc) It's a single ethernet port in it.

3. I haven't done the cable to router check, the ISP also wanted me to do that but straight into the ONT. I will see if I can get time to run a ping-test tomorrow both through the main router and through the ONT. 

4. Have been unable to check whether they go offline because when they go offline my phone goes offline as well, and since the drops only last a second or less it's impossible to go in there before they are back up (if they go down). I do experience the app not loading, but can't recall having seen any of the points go offline.

[catheryn]

Hi @Chritall, 

Thanks for your reply, the additional information and following the previous steps. Also, I do apologize for the persisting issue with your Nest WiFi. 

In order to isolate the problem, we need to attempt all the troubleshooting steps available, so let’s the next: 

• Run a 2-minute power cycle
  • Disconnect the modem from its power source. 
  • Unplug the Ethernet cable and power cord from the parent point. 
  • Remove the power cord from the child point. 
  • Leave everything unplugged for 2 minutes. (Start a timer to track).
  • Connect the power cable to the modem and allow the modem to fully turn on before proceeding.​ This process can take up to a minute.
• Make sure to resolve any potential Double NAT issues to prevent devices from connecting to an IP address outside the range of the WiFi device.
• Try to change the password on Google WiFi's network
• Check for interference and congestion:
  • Concrete
  • Bulletproof glass
  • Metal
  • Mirror 

Let me know how this goes so we can investigate more about it and find a solution together. 

Thanks, 

Catheryn. 

[Chritall]

Hi Catheryn,

Done it all, no change.
It occurs regardless of how close to the main router I sit.

[aperezdeleon]

Hello Chritall,

Thanks for your willingness to troubleshoot your Nest WiFi Pro.

Since you've confirmed that everything on your network is using the correct settings and the environment of your Nest WiFi Pro is appropriate, It would be great to gather more information to pinpoint the root cause of the disconnections. I suggest you fill out this form. Doing so will allow us to reach out to you directly via email so we can run some tests for your router to perform as expected.

Once you’ve filled out the form, please let me know, I’ll keep an eye out for your response so we can reach out to you as soon as possible.

Regards,
Angel.

[Chritall]

Filled it out 

[aperezdeleon]

Hello Chritall,

We've received your form.

Thank you for taking the time to get in touch with us. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any other questions or concerns in the future, feel free to reply to this post.

Regards,

Angel.

[fasterblue]

I have the same issue, Google refuses to help. I paid a ton of money for this wifi 6e and it drops all the time, whats the point of even having internet, this is ridiculous. Google has nobody to talk to, all you can do is send an email and hope for a response like this is a 90s or something. I will never buy another google product i am so sick of this

[fasterblue]

i bought a tp link deco and it works perfect, im sending this junk right back to google. It set up in seconds and i have had zero issues