Nest wifi points keep going off line. All of them

[DustinC]

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. 

[FWCA]

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

[Goose]

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]

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]

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]

Keeps dropping weak wifi. Wasted $$$$

[lflo]

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]

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]

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]

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

[SallyBeam]

I'm going to try this as I noticed mine are getting hot too.  Tha js for the tip.

[Jhonleanmel]

Hi SallyBeam,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

[SallyBeam]

So far it hasn't made any difference.  I have 7 wifi points (hoped it was overkill)  The basement points always struggle, I get that.  But it has been totally random with them going off and on, including my doorbell.  For example, they are all offline right now except for one of the basement points which according to the app has a great connection.  This is really frustrating, I have a home office and it makes it very difficult work.

[JudgeH]

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]

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

[Colemancris]

Still really bad...drops constantly 

[Jeff]

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]

How we doin’ with the disconnect issues

[g1ha]

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

[SallyBeam]

I'm wondering if this is a new issue.  I haven't had any issues of any kind until this past week and now it's horrible.  Is the lifespan of the device 6 months maybe?

[Jhonleanmel]

Hi SallyBeam,

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

[SallyBeam]

Done, I contacted support yesterday and it was not helpful.  As of now, I do not have a working system.

[Jhonleanmel]

Hey SallyBeam, 

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. 

To all, if you're still having issues after trying the suggested steps above, please fill out the form so our team can check what's happening.

Cheers, 
Mel

[Jeff]

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]

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]

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]

Still horrible

[hyperthred]

Hi there, I don't want to jinx myself 🤣🤣 but I haven't had an issue that wasn't directly related to electric power since I added in a UPS system and also a cat7 cable from my modem to my Google nest router. I have both my modem and my Google nest router on my UPS system and since then my disconnection issues or weak connection issues or offline issues have all gone away. Every now and then I will still get a weak connection issue, but it typically goes back to good or great connection within an hour. Only once I got an offline connection issue and that was because we had a power flicker in our neighborhood. It ended up turning out that it knocked one of my points into a weird funk and I just simply couldn't get it to come back online. That was a little over 2 weeks ago and I haven't had an issue with that point since then.

On a side note, this is just sort of me thinking on a weird tin foil hat conspiracy theory note and if this is a stupid way of thinking, I'm open to criticism. But with more and more electric cars on the road and people charging them at their house, I'm wondering if this isn't affecting all of our electricity. I'm noticing more and more people in my neighborhood purchase all electric vehicles and they seem to be always connected to their house. With the bigger surge and power draw, I'm wondering if it's drawing power away from all the rest of us and causing some form of electrical disconnect with our points. The only reason I'm wondering this is because ever since I put my modem and router on a UPS system. I haven't had one issue, one single issue with my internet going down. Before that I was losing connection almost daily.

Anyways, I'm just trying to think outside of the box.

[Jhonleanmel]

Hey folks,

@hyperthred, I'm glad that you haven't had any issues with your devices. We appreciate you sharing this with our community ― this helps a lot.

@NPazdan, have you had the chance to fill out the form?

Best, 
Mel

[NPazdan]

Hi Mel, apologies, just got around to filling out the form now. 

[Jhonleanmel]

Hey NPazdan, 

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

[DustinC]

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

[Jeff]

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]

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]

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]

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 .
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 .
2. At the top right, tap your account.
3. Tap Feedback  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]

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

[Goose]

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]

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]

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