cancel
Showing results for 
Search instead for 
Did you mean: 
Replies are disabled for this topic. Start a new one or visit our Help Center.

Nest wifi points keep going off line. All of them

DustinC
Community Member

Over the last three days the wood keeps disconnecting. The points go offline. The router will also go offline. I have restarted and factory reset and the problem persists. It’s not my att as it remains online. 

164 REPLIES 164

DustinC
Community Member

I’m curious as to who your internet provider is?  I had Att uverse and mine did the exact same thing.  I switched providers and did a complete factory reset of my nest router and all points and it has oy

dropped twice in the last three weeks. 

DustinC
Community Member

I have noticed that the points are finicky as to their location to maintain a good or great connection. I’d there is a weak connection on a point throws off the whole system

Jeff
Community Specialist
Community Specialist

Hey, all.

I don't have anything new to report yet, other than this is something that has been escalated up through the ranks in support at Google and they're looking at it and testing heavily right now. I don't have a timeframe for a fix yet, but I am seeing a lot of discussion of it going on with our internal teams. I'm hoping to be able to report back soon with some news of a fix.

Thanks.

Ih8Nest
Community Member

What's the latest on this. I have the same problem and it is interfering with my ability to do my job

Jeff
Community Specialist
Community Specialist

Hey, BigB.

Do you happen to have a case number that support provided to you? If so, do you mind sharing it so I can look up your case and see what's happening there?

Thanks.

BigB
Community Member

Your Google Support Inquiry: Case ID [0-9922000030938]

Or 

1-5509000030913

Or

 

28681115

 

Your Google Support Inquiry: Case ID [3-7110000031118]

 

Or. 

There is one form when I bought them last year. Was told to rest my system..

BigB
Community Member

Your Google Support Inquiry: Case ID [0-9922000030938]

BigB
Community Member

Screenshot_20211202-100414.png

Screenshot_20211202-100431.png

 still an issue tried to contact support. Support page, reads. Can not contact support try a different way!  Really?  This product has not worked since I bought it. Please refund me my money. 

BigB
Community Member

Just off the phone with Google support. They say " I've two wifi networks running as my ISP has not set up the Calix gigacenter is not set up as a bridge. Just spent 30 minutes on the phone with ISP. Confirmed only one up address and it is set as a bridge. Photos from ISP showing so. 

mass61195
Community Member

What was your outcome with this? I seem to have similar issue

Jeff
Community Specialist
Community Specialist

Thanks, BigB.

I'll see what I can find out about your situation and let you know if there's more I can do for you here.

 

Jeff
Community Specialist
Community Specialist

Hey, cq2345.

Do you happen to have a screenshot of that result you can share? I can get that passed along for analysis and recreation. If so, just let me know.

Thanks!

Jeff
Community Specialist
Community Specialist

Hey there, Jewcano.

Have you tired using the feedback feature through Home app? This will actually send your system logs to our internal teams. You're also able to include a quick message to describe what's going on. Those feedback reports are quite helpful. I'll put those steps below.

 

Step 1. Turn on device reports

  1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
  2. Open the Google Home app Google Home app.
  3. Select the device you want to share feedback about.
  4. At the top right corner of the screen, tap Settings   Recognition & sharing.
  5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2. Share your feedback

  1. Open the Google Home app Google Home app.
  2. At the top right, tap your account.
  3. Tap Feedback and then tap the type of device you'd like to submit feedback for.
  4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  5. In the feedback summary, write a brief description of your issue.
  6. Be sure to check the box for Screenshot and System logs.
  7. To submit feedback, at the top right corner, tap Send .

Thanks!

Jeff
Community Specialist
Community Specialist

Hey, Xrill.

When you see the lights change during an outage, what color are they? Do they change from the regular white light, or just flash?

Xrill
Community Member

The power turns off blinks white then comes back up. If I don't then do a hard reset it will start doing it constantly every hour to two hours. I'm on 13729.57.27

Jeff
Community Specialist
Community Specialist

Thanks for letting me know, Xrill. That's definitely the reboot light sequence. That gives me a little more to go on. I'll see what I can find out.

Thanks again.

Xrill
Community Member

Let me know what you cove up with. It's very hard when Google controls all the options and we can't roll back or push forward to test things

Xrill
Community Member

Hey Jeff. I'm starting to think mines over heating. I took a old laptop fan tray and placed the nest on it. Have not had a reboot for almost 2 days. I'll keep you posted

Jeff
Community Specialist
Community Specialist

Thanks for the check in, Xrill. Let me know if you learn anything.

Thanks.

Xrill
Community Member

3 days no reboots yet. Might be a flaw in the systems and that's why they are rebooting on everyone.

Xrill
Community Member

I mean a flaw that's causing these to overheat and reboot

Jeff
Community Specialist
Community Specialist

We'll keep an eye on it, for sure. Thanks for continuing to help.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

It's been a while since I've popped in, and I can see more reports being added into the mix. I'm still waiting to hear more, and I'm sorry for frustration this is causing everyone. I wish I knew more, but I'm keeping an eye on this and hoping to be able to provide more info soon.

Thanks.

Xrill
Community Member

Jeff is definitely overheating. I have it on a chiller and it's only going out now once every few days. Still not a good thing to have a product do.

joh03019
Community Member

Do you know how we can get our money back? Or a replacement nest system? Mine doesn't work every single day now, and has been for weeks. I restart the network every. single. day. 

 

When I first got it (router with two points), it worked really well, but lately it's not at all, but my internet is still working on the other hardwired devices.

Xrill
Community Member

If your still under warranty you might, and by might I mean you will be lucky to but they might replace it. I have now bought another Google nest wifi router to test. I has been up for a little over a week without any issues so its not a internet provider issue. Its 110% a google nest issue and its defiantly over heating. When it was rebooting the bottom was significantly hotter then when its just been on for a hour after rebooting. 

Xrill
Community Member

Jeff. I have bought another Nest wifi router and its been up for over a week working fine. It is for sure the router. If you would like google to take it apart and figure out the issue. If they want to pay shipping I can send it to you. If not its going up for target practice in a couple months when it warms up.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

It's been some time since my last check in, but I wanted to let you all know that a new firmware version is rolling out now. Some of you might have already received the update, but the majority of you will be seeing it soon. You don't need to do anything to get the update, it will download and install automatically. Hopefully the update clears up the issues you've been seeing, but if it doesn't, definitely come back and let me know. I know it's been a frustrating process to see a fix drop, but thanks for hanging in there.

lflo
Community Member

Thanks Jeff.

 

It's there a way I can check to see if I have the new update?

Hello, I have 6 of the H2D wifi router all hard wired. Firmware 14150.43.81 on all six routers. I have 52 connected devices on my network. Three of the 6 are currently down, and they say the are trying to connect via mesh, not wired. I keep experiencing this every 2-3 months and unplugging them and plugging them back in is the only thing to fix them which unfortunately involves ladder.  I also have issues with my wife's and my Samsung galaxy s21's not getting internet when connected to wifi on a daily basis. Any insight would be helpful! 

Jeff
Community Specialist
Community Specialist

Hey, Iflo.

The Home app will show the version.

  1. Open the Google Home app .
  2. Tap the device you want to check and then Settings and then Device information.
  3. Scroll down to view your software version.

If you see 13729.57.27 as your version, you are still on the update from September and will need to wait for the update. 

Tram
Community Member

Hello. do you know how fast they are rolling out updates? Mines has been dropping multiple times every day which is a problem as I work from home. 

g1ha
Community Member

Don’t know how long this is gonna take Tram, try flipping devices over. It worked for me!

g1ha
Community Member

What are new software version numbers?

JudgeH
Community Member

I just checked my devices and they've updated to version 14150.43.80

 

lflo
Community Member

Me too.

Unfortunately my internet seems worse than ever. It shows connected, it shows good speed, but connected devices act like they have no connection, nothing downloads.

BobReckit
Community Member

Having the same issue here - Nest Wifi Point has been going offline at least once per day. The device is definitely on, it's just the wifi piece that is going offline. Really frustrating as it impacts several of my devices connected to that point. @Jeff 

g1ha
Community Member

I replaced everything I got from my cable company to equipment that might work 

Jmac
Community Member

Having a similar issue, with nest point.  Will have a great connection and then a weak connection randomly throughout the day.  I've tried moving it to multiple locations, even as close as 20 ft (the room just beneath the router.  It always starts out as a great connection for a day or two but then starts acting up.  I also have another nest point that never has issues.

TAmmons
Community Member

I have nest router and 1 nest point, wifi drops multiple times a day 30-40.  The WiFi is completely unusable. Ethernet connection is working great.  Need help or I will need to switch routers and AP's.  I have done all the normal troubleshooting,  resets, reboots, factory resets, etc....  Google Need Help.