Nest Wifi Router Going Offline at Random

[MattD6026]

For over a year (since the purchase of our Google Nest devices) we've had issues with internet dropouts. I've gone through an extensive troubleshooting process with my ISP. In short, there are no significant supply-side interruptions to my internet - they're occurring with the router. 

I'm running a Google Nest setup with 1 x router and 2 x points. The hardware info is:

• Model: H2D
Software version: 14150.882.9
• Model: H2D
Software version: 14150.882.9
• Model: H2E
Software version: 1.56.375543

The problem is resolved by recycling the power, or eventually, internet connectivity is restored. All have been factory reset several times. I've also changed all the cabling. 

The items were purchased in Feb 2021, however, the issue has been running for over a year. At this point, I'm about to seek a refund or replacement under the Australian Consumer Guarantee. 

Are there any other options left to try?

[NGI]

I am facing the exact same problem. Also wifi points going offline at random. Leaving a reply here to follow this topic.

[Dan_A]

Hi folks,

@MattD6026, @NGI, 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 from your modem? Does the child point broadcast the setup Service Set IDentifier (SSID) or network name located at the bottom of the device?
 

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

[MattD6026]

Thanks Dan,

I'm away from my home for a few days but will follow up when I get back.

I've been through most of the steps you've listed. Using iOS to setup. 

I'll let you know how I go. 

[Dan_A]

Hey there MattD6026,

It sounds like a plan. Take care, and rest assured, we’ll be here when you get back.

Cheers,

Dan