Nest Wifi Pro, Add me to the list of constant disconnects

[Skoffer]

So, you can add me to the list as another frustrated Nest Wifi Pro customer.  I have had a 2 router mesh since September, ordered from the google store.  If it wasn't passed the return date, it would be on the way back to Google.

Same issue as everyone else.  Randomly drops connection throughout the day, or speeds drop so low that nothing loads.  This happens on both wireless and wired computers.  I work from home, and my work laptop is wireless, and my personal desktop is hardwired.  When my work laptop starts dropping connection, my desktop does also.  It has nothing to do with wireless.  It is the routers, themselves, that are slowing down the connection.

At the exact same moment, if I run a speed test through the Google Home app, it will always tell me that it has my full internet speed, and a Mesh connection test (which is wired backhaul) always checks out good.  But all clients on the network, regardless of which router they are connected to, will experience the internet drop.

I can restart the routers, it fixes the issue, temporarily, then it comes back.  I have factory reset everything, same issues.  I have swapped my main router and secondary, same issues.  My modem is just a modem, it doesn't have its own NAT, so that isn't the issue.

I really REALLY wish I had searched for this issue before purchasing.  At this point, it is $300 down the drain.  Can't even re-coup 25% by passing these off on someone else.

[Dan_A]

Hi Skoffer,
 

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Do you have the Internet on your modem?
 

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can 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:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
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. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Best,

Dan

[Skoffer]

I have Spectrum internet, and I have only modem, model E31T2V1.  My understanding is that this modem has no internal routing, and the main Nest Wifi Pro is connected directly to the modem's LAN port.  The router reports the WAN address as my provided WAN address from spectrum. My 2nd Nest Wifi Pro is connected directly to the main router via a LAN cable run of about 25 ft.

I have the entire network set up through my Google Pixel 6a, using the Google Home app.

I appreciate the rest of the provided steps, but I have already tried all of them, as those are the exact same copy/paste steps that y'all provide for everyone with this problem.  The problem always comes back within a few hours.  Regardless, the internet issues usually recover, on their own after 5  minutes or so, but will sporadically happen throughout the day.  It is really frustrating when it happens while I am on a conference call, sharing my screen, for work.

[Dan_A]

Hello again,

We hear you. Our team would like to take a look at this. Kindly fill out this form and let us know once you're done.

Kind regards,

Dan

[Skoffer]

I have filled out the form.

[Alex_S]

Hi there,

We got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.

Warmly,
Alex

[chriswhitney]

Hello @Skoffer ,

Did Google fix your issues?

Any update would be appreciated.

[jabr0ni]

Any updates on this? I have a similar issue.

[Skoffer]

No fix.  I have been given RMA instructions.