Nest wifi randomly going offline

[Sydtriman]

For the past week my Google nest Wi-Fi go randomly off-line. There have been absolutely no other changes in my network or environment that could cause this. I’ve had no issues prior to this. 

I can see a couple of posts in the forum of a similar vein, has anybody been able to solve this issue? Is it a firmware problem?

I’ve done a full factory reset which hasn’t helped, and in fact seems to have made it worse. 

Setup: Router (firmware 13729.57.27) and 2 points (firmware 1.54.267572)

any ideas?

[jtollet]

I've been in contact with support for a while. After many steps (swapping devices, RMA, ...), they end up telling me that Google is aware of this situation and that a new release of the firmware shall be released in 3-4 months....

[Simonoid]

Gosh I hope that it actually doesn't take 4 months. Kinda sucks to be a customer right now

[Longneck]

horse apples

[Gh0stRyd3r2036]

I just received an email from a moderator to fill out a form for engineering to who is monitoring this thread. Feel sure there have been other emails sent but hopefully it's a soon to be fix?

[Longneck]

it will not be fixed soon, there a lot of comments here that will help you make a decision to move on, my mesh systems sits here on the floor.

[MSITHero]

Thats where mine is as well. 

[Longneck]

@@Msithere, what system did you eventually buy and install? Other victims here may want to know

[Chui]

I have put feedback report via the Home app. 

Is the form different from the feedback report?

[Longneck]

Your wasting your time, read all the comments here from the beginning, this will never be fixed.

[MSITHero]

At least not in the next 3-4 months for a new firmware. So everyone here will keep having the same problem for the next 3-4 months. Google is going to lose lots and lots of customers over this. Already has. 

[Robert1480]

Not sure what they switched to, but I gave up the end of December and went with Netgear Orbi system. Long story short, but my dog has a collar monitored by wifi with the electric fence and it texts me when it loses the connection - in a one week period, it was averaging about 8 disconnections per day. I didn't notice that many when on my computer, but over a 3 day period lost 9 zoom client calls. That's when I called it quits.

Zero lost connections with new system in January and so far in February. Check out Netgear and Asus to start.

[Robert1480]

What others have said. You can go back and find posts in early September from a Google rep suggesting they are aware of the issue and are looking into it. That was 5 months ago and there is no fix. Supposedly, there will be a firmware fix. In 3 or 4 months. Don't hold your breath.

[Gh0stRyd3r2036]

The form is but the end process just ends up with the engineer emailing back to ensure you submit a feedback so they get system files.

[BattysGambit]

Google Wifi, we need to have a talk about you leaving the house.  

Ever since you upgraded your Wifi access point Model H2E to Firmware 1.54.275951 and Wifi Router Model H2D to Firmware 13729.57.27 things have just not been the same. I feel like we've grown apart and you're just not interested in connecting anymore.  We had a good couple of years and you were always responsive to our needs, sure the conversation was limited but we enjoyed connecting and then, after the upgrade, well, things went downhill quickly.  You often didn't respond, had issues connecting us to our favourite services as well as schooling and work, you'd  drop off at random and not tell us.  Your mesh embarrassingly fell apart with regularity, your H2E's not connecting to H2D's!

We tried to get you help, the support line were reasonably responsive and suggestions of cables and bridge modes and DNS with DHCP changes whilst all good, are really just distractions to the real issue of your Firmware or chipset just not being compatible at the moment.  The final straw was after several factory resets and network rebuilds you just stopped connecting us all together, refusing valid SSID's and passwords.  I grew tired of the children yelling 'there's no internet' as mobile phone hotspots in the household became de rigueur.  Something had to be done Google Wifi, I've found another Wifi.

We welcomed Orbi from Netgear into the household a week ago.  Set up was easy, there's some great little security features and best of all, we're all connected again.  The coverage is even better with fewer devices and I've even found the voice assistants and some other services work faster.  It's over Google, Orbi has our Wifi.

I did read that you might have a fix in 3 to 4 months so you're welcome to stay, there's room in the cupboard  and then once there's a fix, and you're ready for a new home, eBay can help find you a brand new home and family to connect with.

Bye Google Wifi, Hello Orbi.

[Robert1480]

Hilarious! I'm in the same camp. On the last day of Google WiFi, I had 9 documented disconnections. Since switching to Orbi, I have none in 39 days. 

[MSITHero]

Sad truth right there but truth.... 

[KoenA]

One year... Still having the same problems. Going Offline out of nothing. How's this possible that this is still not fixed???

[jtollet]

It's extremely disappointing. Support is telling me that they introduced a new firmware causing a problem with a fraction of Google Wifi devices. I asked they to change the device and they refused because it's no longer under warranty... So I have to wait 3 or 4 months for a new firmware ....

[MSITHero]

That reply you got tells me for sure we need to get in on a class action lawsuit. Google does not give us the option to update our firmware or not. They just do it. Their update broke our equipment. There was no opt out of updates, they should be responsible for pushing a faulty update that makes our service unusable. 

[jpbuiatti]

Same here. 10 wifi pods, worked just fine for more than 1 year, and since December they started to go offline more often each time. Several hardware resets. Nada. Talked to Support, and first they said double nat (No!) and then vlan-tagging (again, no!) and then gave up. Thankfully I use them hardwired so even when "Offline" they actually seem to work rather normally. So disappointed in Google not even stating this is a problem and they are working on a fix. 

[jtollet]

Google support is indeed very disappointing!

[easilydistractd]

Forget it. This has been going on too long. I am trashing the Nest Mesh WiFi and am on my way to pick up ab Orbi.

[Longneck]

good for you, I’ve moved on, so have a lot of other victims. I’m hearing good things about orbi. 

[Robert1480]

I've posted about the testing I did with dog's invisible fence collar which linked to wifi - it notifiies me by text when it loses connection to the internet and the ability to email me if he strays past the fence. I was getting 8-9 disconnections per day in December. Bought the Netgear Orbi the end of December. ZERO disconnections since then! Very happy Netgear customer. Formerly a happy Google customer, but never again. They don't care. They don't have to.

[MSITHero]

Thats how I feel at this point about my Orbi setup as well. Netgear is first and foremost a networking hardware manufacture. Their entire business is dependent upon making quality networking gear and they would take a major impact upon their business if they ignored a product line and its customers like this after they broke the systems. For google, they can easily shrug it off. They just don't care. 

[Delfairen]

I had a Netgear prior to the the Google Nest Mesh and never again. They called it advanced but was missing so many basic functions. The last updated bricked the router and both ap's so i would not touch one again. The only reason I have not replaced my Ubiquiti router simply due to the supply issues currently otherwise I would not have the Google system.

[Robert1480]

Well that's a bummer to hear. I agree on the features, not as robust a set, but honestly, I'll take a basic router/extender that never goes down over a pile of electronic feces that has lots of great features but disconnects me 8 times a day...

[BattysGambit]

Been on Orbi 2 weeks now, it’s great to have reliable wifi again.

[Peter_Parker]

Same problem here. I can't believe this problem take so long to be solved by GOOGLE. Man, Google own half the planet and can't solve a problem being reported since months ago by a lot of people? I really like my Google mesh but I will try other products like TP-Link or NetGear. Maybe they care more about customers than Google do.

[Simonoid]

Since google isn't updating us I'm going to the next step.

I see a lot of comments about NETGEAR Orbi. I like that they have lots of models but that does make comparisons a bit hard. If I have a 2 nest wifi system, and would like to upgrade to a orbi with wifi 6 and minimal parental controls. Which one would be best?

[MSITHero]

It sounds like you need the same one I got, RBK752. It is the Router and 1 satellite. It is a middle tier offering. It has WiFi 6 but not the newer WiFi 6E. Orbi has I think 3 main series, The RBK65x, RBK75x and RBK85x. The x denoting how many units are included (2 being router plus 1 sat, 3 1 plus 2 etc). The 6 Series will not include WiFi6, 7 series has WiFi 6 and the 8 series has WiFi 6e. Amazon even has the 752 referb for $229. I actually decided to take a shot and get the referb (I'm cheap sometimes) had it over a month now not a single issue, not one. Just do a Amazon search for the model RBK752. They have the referb for $229 and the new units for $349. Decided to take a shot at saving the $120 and glad I did. 

I forgot to mention that the difference between the 3 series beyond WiFi 5-6E is that each series has stronger radios. The 85X series is from my research and I have done a lot, the best mesh WiFi system out there currently. It is also expensive because of that. You can also get the TP-Link Deco series whish is the competitor to the Netgear Orbi series. The performance is very close to the same as the Orbi series but costs less. I would have gone with the TP-Link actually except for the fact that I found the 752 refurb deal on Amazon. That put the Orbi below the price of the equivalent Deco series. So I went with Orbi. 

[Whocarestop]

It's completely **bleep**ing clear that these Google **bleep**ers aren't going to **bleep**ing fix their **bleep**..  Netgear orbi is getting great reviews.

FVCK GOOGLE

[Gonsion]

I have the same problem! Google also make **bleep** product. Mine loses wifi very often and the only solution is hard reboot the router.

[Luccared]

Also having this issue

[Nestwifi_waste]

Anyone know of a class action lawsuit for this?

[MSITHero]

Not yet. We need to get one going. 

[Longneck]

• There are people here commenting that want to do just that. 

[justJackjon]

Also interested to know this (class/group action). I have 3 routers and 2 points, and spent the money in good faith. Hate the thought of having to fund a new system, but looks like that's how it's going to end up. Absolutely shameful.

[Jeff]

Hey, everyone.

I know you're all frustrated. I've had similar issues on my network in the past and I know it will drive you crazy, especially as time goes on. Can we have everyone who is still having issues check their firmware version? Here's how to do that: 
Open the Google Home app .

1. Tap WiFi devices and select the device (this will be our router in WiFi devices).
2. Tap Settings  
3. Scroll down to view your software version.

If you are seeing ANYTHING other than 14150.43.80, let me know here.  Also, please let me know if you are using Nest WiFi, Google WiFi, or a mix of the two device lines in your network. If you are using a mix of Nest and Google WiFi, please let me know what device is acting as your main router. I want to put together a list of users seeing issues and where they fall with firmware version and hardware types.

Also, if you have worked with support by phone or chat previously, can you share your case ID number as well?

Thanks.

[thehuk]

My Firmware version is good, I am usimg Nest WiFi as main router woth Google WiFi as mesh extenders.  It worked great until about 15 days ago when it started dropping wifi points and internet.  The wifi points look okay with white light, but show offline in home app and all of wifi is down.