Nest Wifi stopped working after 4 weeks

[Keith78]

I have three wifi points in my home, and they have been working well for about 4 weeks, but suddenly yesterday the network went offline. When I opened the Google Home app, it showed my main router point was offline, but the other two were connected, online and strong signal. But none of my devices anywhere in the house would connect.

I checked with my internet provider, and there was no issue there. I reset my modem and the main Nest Wifi point, which brought the entire network down (offline according to the Home app, but erratic connection with devices at very low speeds). After troubleshooting various things, I decided to factory reset my Nest Wifi system and start from scratch. Bad idea. Now nothing is working any longer, and it feels like I have a $250 set of paperweights.

[smilu99]

You are not the only one. I suffer the same in the past weeks. The app showed me all the router and satellites were off line but when I run the self test. They are blasting fast and in great connect. The worse is that the device name cannot be repeated and thus I have to add space within the letters

 

[Kathy700]

Same for me, disconnected while hosting this summer. Just getting around to problem solving & it's a nightmare. Got wifi router back on line after a factory reset, but cannot set up the wifi access point. Hours invested trying everything on these forums, you think I could find a phone # for Google nest wifi support? Of course not. This company sucks.

[Jhonleanmel]

Hey folks,

Thanks for posting ― let's get this sorted out.

A few questions: what is the color of the LED light on your Google Nest Wifi router? Have you connected a computer or laptop directly to your ISP's modem to confirm the internet connection?

Best,

Mel

[aatienza]

Hi folks,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

I appreciate the help, Mel.

Thanks,

Archie

[Dan_A]

Hey everyone,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Regards,

Dan

[Kathy700]

Are there any options available to customers when a Google product stops working? Do they stand behind it or warranty it? It doesn't seem to be an isolated case.

Kathy

[Dan_A]

Hi Kathy700,

We understand your concern about your  device not working as it should, and we appreciate your reports here in the Community. I do need to set your expectations, our Google WiFi/Nest routers still rely heavily on your modem to work. It still needs a source to distribute the signal. Could you tell me what are the LED lights on your Google WiFi points? Also, the replacement is possible depending on the warranty of the device.

Keep me posted.

Best,

Dan

[Kathy700]

I believe I provided this info in my first message. This is a quote:

Lights varied between yellow & blinking white. I got a blue blink once, but never again. I spent hours on this. After I wrote, the router has also stopped working. No light, nothing.

Currently, neither Google Wifi point have any lights, white, yellow, blue, nothing. The Google modem did have a steady white light & was connected before it died. The access point never was discovered by the modem and had white flashing light, once a blue light, still wouldn't connect. Now there is nothing. My home modem/router works perfectly (all green) and is not a source of trouble (it's hard to know what modem you are referring to). 

Kathy

[Keith78]

Dan, I gave up on getting any help from you or anyone at Google. I tried for several days to get help, and even when I was promised follow up calls at specific times, they never came. 

I needed my wifi to be working, and since it seemed like Google wouldn't stand behind their product that wasn't working, I got another solution. I'd love it if you would provide a means to return these devices that stopped working because of your software issues, but I'm not holding my breath.

[Keith78]

I'll add, I wasted at least 10 hours of my time trying to get them to work, including my own troubleshooting, following advice I found in this forum, and time spent on the phone with Google customer service. 

[Kathy700]

I did the same. I highly recommend Netgear products. I feel the same frustration with the myriad of questions but no solution or viable help. If this is the extent of Google 's support, I would recommend people look ok elsewhere.

Kathy

[Dan_A]

Hello everyone,

A modem is a box that connects your home network to your internet service provider, or ISP. A router is a box that lets all of your wired and wireless devices use that internet connection at once and allows them to talk to one another directly.
 

I know that you already did a reset but could you do it just one more time? Follow the steps on this link for more details. 

Refer to this link on what the light on your Wifi device means and proceed with the setup if it is good to go.

Tell me how it goes.
 

Best,

Dan

[Kathy700]

Sorry Dan, but I don't think you comprehend the issue. There is no resetting modems or routers because the units DO NOT work. This is becoming insulting if you think I haven't reset things (multiple) times and have not already referred to the link you posted. I know what lights mean, stop & give it up. You are offering nothing. 

[Jhonleanmel]

Hi everyone,

@Kathy700, sorry for the inconvenience this has caused. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

@Dan_A, thanks for the help.

Thanks,
Mel

[Keith78]

Dan, I'm very aware of the difference between a modem and a router. The problem with your product is almost certainly a software issue with the worthless Google Home app that is the only way to interface with the hardware. I've already wasted more time than I care to on this issue, but I remain deeply disappointed in Google that they won't offer any remedy for the useless hardware I purchased, simply because it worked for 4 weeks rather than 2 weeks. Troubleshooting won't help me any more--since I work from home I needed a solution over a week ago, and I found one by buying a different router.

[Jhonleanmel]

Hi Keith78,

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,
Mel

[Keith78]

I've replied. You should know, the only effective solution you can offer is the ability to return these products for a refund. 

[Kathy700]

Does anyone else notice how the convo goes silent when asking about returning for a refund? 

And that is how Google stands behind its product.

[Jhonleanmel]

Hey everyone,

@Kathy700 and @Keith78, 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, 
Mel