cancel
Showing results for 
Search instead for 
Did you mean: 

Nest wifi keeps dropping points

BlueEyedBill
Community Member

the point keep dropping from the main router, this system was rock solid for 2 years then all of a sudden it started, looking at other users' posts, i turned off the preferred activities, that helped some , but it still drops almost daily.

 

any other suggestions, i am about to throw it out the windows and get a Amplifi Alian mesh....

23 REPLIES 23

Juzdu
Silver Product Expert
Silver Product Expert

Any chance you have any special characters in your wifi name or password?  e.g. a dash or exclamation point?

My best suggestion would be as soon as you see a dropped point, get onto Nest Wifi support here: https://support.google.com/googlenest/gethelp and let them take a look.  I did exactly that many months ago and haven't had a dropped point since.

Nope alpha numeric only for password, and alpha only for ssid

Jeff
Community Specialist
Community Specialist

Hey, BlueEyedBill.
As an update for you, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Jeff
Community Specialist
Community Specialist

Hey, BlueEyedBill.

Just as some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

I still do not have the new version.. any idea how I can force the update??

I find it unusual that a network device can't be manually updated... security-wise I may have to abandon this device if that is not possible. which is something I didn't know when buying this.

Jeff
Community Specialist
Community Specialist

So there's no way to force the update, BlueEyedBill. The update rolls out in waves, generally so data can be gathered on those updates before it goes to all users. I can say that everyone will have it before the end of the month, mostly likely within the next two weeks.

Sometimes doing a power cycle will prompt the update to download if it's waiting. Sometimes the network waits to do the download during an off-hours time, but power cycling can make it happen right away. It's worth giving a try, but if a power cycle doesn't start the update, it's just not available for your device quite yet.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, BlueEyedBill.

I know we have been waiting on that update, but it's been a while since we've checked in. I wanted to see if you got that firmware release and to see if it improved anything on your end. If you're still waiting for the firmware, it should arrive real soon. Let me know if you have seen any changes on your network.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.
It looks like we've slowed down here. We'll be closing up the thread unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer.
Thanks.

Got the update, doesn't happen as frequently but still happens

Jeff
Community Specialist
Community Specialist

Thanks for letting me know, BluEyedBill. Sorry that you're still seeing issues. We're looking deeper into things now that the update is out and I'll let you know when I learn more. 

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, BlueEyedBill.

It's been some time, but I wanted to come back to this and pick things up in case you were still seeing issues. We've identified a few possible bugs, so if you're still having trouble, can you let me know? If you're still seeing the same disconnect issue, let's get back to some troubleshooting efforts.

Thanks,

- Jeff

It's definitely still happening.. Not quite as frequently, but at least every other day, they start with great connection, then over time that connection drops to. Weak then one or both drop from network. To recover the best way is to restart both points and they end up with great connection again

Jeff
Community Specialist
Community Specialist

Hey, everyone.

I just wanted to check in. I still don't have any news of a fix coming down the line on this. If you have seen any changes in the situation at all, or if you have noticed any patterns in the connection drops, feel free to share that here. I'll continue to look into things and share what I learn.

Thanks,

- Jeff

No, it is actually getting worse again, daily drop again when it was every couple of days after the last firmware update .. I am wondering based on previous experience if the log files on the point are mot getting cleared out and it fills up the device preventing it from functioning.. Had this happen before. 

Jeff
Community Specialist
Community Specialist

That's a good insight, BlueEyedBill. It's actually a factor that has been identified in other devices, so that's something I can pass along for our teams to look at as well. That would explain why a restart clears up the issue for a time.

Thanks,

- Jeff

Any Updates? getting ready to ditch nest wifi....

EdwardT
Community Specialist
Community Specialist

Hi BlueEyedBill,

 

Thanks for reaching out. I'm sorry to hear that you're still experiencing this. I'd love to know more about this and I have a few questions:

 

  • What's the light status of the Google Wifi points when it drops?
  • How long does the point go offline?
  • Do you have to do anything for them to go back online?

Looking forward to your response.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi BlueEyedBill,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi BlueEyedBill,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

Still happens daily.. Looking for better equipment from other vendors.... 

EdwardT
Community Specialist
Community Specialist

Hi BlueEyedBill,

 

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi BlueEyedBill,

 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hrs.

 

Thanks,

Edward

CLong
Community Member

I have the constant problem of Google Nest wifi continuing to drop the connection several times a day.  I've done everything suggested up to this point with no improvements.  I too work from home and this problem is very frustrating.  I used to trust Google, but no more.  If this can't be fixed, I will be moving to another platform.  I need reliability.