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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. 

96 REPLIES 96

FWCA
Community Member

Same problem with gen 1 Google Wifi on software version 13729.57.27.

Goose
Community Member

It sounds like what I've been experiencing too.  I have two Nest Wifi points (gen 2).  I am also using one gen 1 point to allow for a physical port.  All points have up to date firmware.  The issue has been severe at times (multiple times per day) and other times we're good for several days. 

cotonvague
Community Member

Same problem. I have Google nest router with 4 nest points and the last 3 to 4 weeks the WiFi drops out constantly everyday. Tried a Netcomm router to test and it doesn’t drop out at all. Yesterday I put a replacement Google nest router under warranty but it does the same thing. Very annoying. 

Jeff
Community Specialist
Community Specialist

Hey, everyone.

Sorry for the connection issues you're having. This is an issue we're tracking right now and it's being looked at by our internal teams. I'll keep this thread updated as I know more.

Thanks.

BigB
Community Member

Keeps dropping weak wifi. Wasted $$$$

lflo
Community Member

I got the Google mesh network about a month ago. It has never worked well. Points go offline randomly. Internet shows it is working and good speed but my phone, laptop, tv is getting no signal. Any updates?

Xrill
Community Member

Mines definitely overheating. You could try and see if you can keep it now cool just to see if it fixes any of it.

g1ha
Community Member

Would have replied last night except issues with nest lasted until after I went to bed. Since I couldn’t find  a fan to cool router I flipped it over, no issues so far

Xrill
Community Member

Mines had one reboot in a week. Is call that at least a minor win. This has to be a flaw with these devices. 

JudgeH
Community Member

Jeff... 4 months since your note, "This is an issue we're tracking right now and it's being looked at by our internal teams."      It's still happening to me on a random basis.   What gives?

Xrill
Community Member

I dont think hes watching this anymore. I even offered to give them the device to test it. 

Colemancris
Community Member

Still really bad...drops constantly 

Jeff
Community Specialist
Community Specialist

Hey, all.

Just as a fast update, the disconnect issues are still being looked at. I just wanted to keep you in the loop that we're working on it and I'll continue to update the thread with more info as I have it.

Thanks.

g1ha
Community Member

How we doin’ with the disconnect issues

g1ha
Community Member

If the quality of your customer service help desk is the same as the people working on this issue this problem will never get resolved. Luckily every other piece of google electronics was purchased through Amazon and was easily returned. I paid for this nest equipment, was not given to me. Google has yet to fix, replace  or refund me for this faulty equipment that was sold to lots of people. My days of buying google are over

Jeff
Community Specialist
Community Specialist

Hey, all.

As we've continued to look at this, I'm just checking in to see if any of you have noticed any differences in your network performance, either for better or for worse. If you have noticed anything, please let me know.

Thanks.

FWCA
Community Member

Hi Jeff,

Thanks for the update!  The software version of my 3 Google wifi gen 1 is still 13729.57.27.  However, it has been stable for almost one week without the offline problem.  Network performance has been good so far.  Just wonder what has been changed.

crwalker54
Community Member

The software version of my 3 Google WiFi gen 1 is still 13729.57.27. This setup has not changed since I initialized it about 2 years ago. It performed flawlessly for that time. In the last 3 weeks however one will go offline, reconnect typically 30 minutes later. This will happen all day long as each one takes a turn, sometimes multiple ones. Again, I must reconfirm, that NOTHING has changed in my network.

Colemancris
Community Member

Still horrible

DustinC
Community Member

I agree.  For the last week I have only went offline once.  Thanks for checking in and providing updates. 

Jeff
Community Specialist
Community Specialist

No problem. I'm glad things are better, but I'm going to leave this thread open until we can be sure things are actually stabilizing. Feel free to jump back in again if things continue to evolve on your end.

Thanks!

Jeff
Community Specialist
Community Specialist

Hey, cotonvague.

Thanks for giving a bit more detail. Have you been able to work with an arrangement where you are able to avoid weak connections? Sometimes, when you have multiple points with weak connections, your devices will try to find a better connection and hop between points. I can't say that is happening, but if you are able to reconfigure your placement to shoot for a good to great point connection. Let me know if that's possible or if there's some issue with where your points need to be placed that would prevent this.

Thanks.

cotonvague
Community Member

Hi Jeff. No the house is spread out and I cannot bring the points any closer to each other than what they are. They connect every time and there seems to be no issue but once all set up but when all points are connected the wifi drops out all the time. 

Jeff
Community Specialist
Community Specialist

Hey, cotonvague.

We're looking at this internally, and I was wondering if you would be able to send your device feedback. Our teams receive this directly. I'll put the instructions 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 .

Where you are able to type in your feedback, make sure you give a short explanation of your drops. While this thread is available to our internal teams, it does help them tie things together more quickly.

Thanks.

g1ha
Community Member

Just sent emails for all google products involved, this problem sometimes happens not at all for a few days, yesterday issue was constant

Goose
Community Member

I can say the last week we have not had any network disconnects as we were having frequently during the period I was complaining.  The only thing I’ve noticed is reduced performance at random times but no complete outages.  I can also confirm no firmware updates were performed recently so can you explain?

cotonvague
Community Member

Hi Jeff . i did comment on another thread but this one may be more pertinent. when i run only 2 nest points plus my router i have almost zero drop out. even though the one point on a mesh shows that the signal is weak (weak connection). it runs well with good speed all around. the minute i connect a 3rd point which also shows a weak connection thats when my wifi constantly drops out . why is this? i have to have wifi at the point that is causing problems as it runs my security cameras. any advise? 

Cro
Community Member

My nest router continues to drop intermittently six or seven times a day.  This is been a problem for the last month and a half

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. 

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!