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?

[bessler]

@Jeff Any updates?

[MicahMac]

Hello. Are there any updates?

[Robert1480]

They are looking in to it 🤣

[IveeYH]

I have the same issue, there's any update?

[Mizuluffy]

Hey @Jeff  Have been suffering the the offline line issue from couple of days. Instead of random going offline, they actually never come back online. Here's some details for referenceSetup: Router (firmware 14150.43.80) and 2 points (firmware 1.54.294928)

Hope those info could help to resolve the issue. 

[Jeff]

Hey, everyone.

We have a lot of new reports that I'm noticing and I'm still keeping an eye on things. Unfortunately I still don't have news of when a fix might be ready, but I'm hoping to hear something sooner than later. I know this is frustrating for all of you. I'll share when I know more.

Thanks.

[MicahMac]

Thank you Jeff. Is there some other way we can report this in order to get it properly escalated and get it the visibility that it needs to be addressed? 

[DrStarz]

Those who have not contacted support and insisted that their issue is reccuring need to do so. They need your log files to identify the issue. I was told that it was not a known issue, but I finally got far enough into the process that they are really trying. The logs (wifi, settings, feedback) even show errors like: 

WAN DHCP timeout, EAPOL timeout, and MESH LINK BROKEN.

There are people here with real issues, but we need to escalate through the Google/Nest support chat and/or phone as well.

[MicahMac]

Do you have a ticket number we can reference? Maybe if people start cross referencing each other's ticket numbers that will demonstrate that it's more widespread than they realize.

[Anonymous]

To save bandwidth and $$$ inbound camera's are being blocked via an identified algorithm that has been inserted in the Nest, DropCam code... Trust me, millions are having this issue that use Nest Aware. It's a smart move to cut down on bandwidth $$$.

[DerrickRieke]

Having the same issue here. Very frustrating. The only way to fix it is rebooting the entire network. We have a hub plus 3 other points. I get some notifications from nest that certain cameras lose connection, but really notice problems when kids are unable to game on X-Box and certain TV's in the house lose connection or start buffering on Chromecast an YouTube TV. What's going on?

[Mackiscute2002]

Same issues. Did anyone help you?

[Robert1480]

Thanks, but I think a lot of us have moved on to equipment that works. 

[Longneck]

I am going to do just that, **bleep** tired of this BS. They are blowing smoke up our skirts. They can’t fix this

[Robert1480]

That they are. I don't agree that they can't fix it. They won't. But they could. 

[mikeinanaheim]

After two weeks of intermittent connection issues and many attempts to troubleshoot, I went back to my previous setup and sold the offending router kit.

[Robert1480]

How much did you get for it? I was going to give it to my son, but he also works from home and it really screwed me up until I replaced it with Netgear equipment. I would actually feel kind of bad selling it to someone knowing that they really don't work.

One Google help desk person I spoke with, when I told him it was disconnecting 4 or 5 times a day for 5-10 minutes said, that "well, that's better than 96% up time!"

Uhhhh...yeah, but losing 3-4 client Zoom calls every day isn't really very good. That happened to me in December. Since yanking the Google crap out, I've had zero dropped client zooms.

[MSITHero]

Yeah I could not sell it to anyone either. Not with these flaws. But I have scruples and it sounds like you do as well. 

[bknyjp]

Jumping on this train. My post lives here:

https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-Dropping-Devices-and-WiFi-Points/m-p/87639#M77... 

[Longneck]

this has gone on long enough. I do not think that you or anyone else at Google has any intention of resolving this issue.  Selling new equipment and blowing us off is the name of the game here. I’m done.  I’m now going to look at a new system and it won’t be Google!

[Kuksi63]

I was just scrolling through this thread because I am having the same issue.  It is very disturbing that there has been no resolution since September.  Aren't any tort attorneys on this thread?  Maybe time for a class action lawsuit to poke google to act. I am heavily invested in a google infrastructure in our house and I hate the idea to completely switch.

[JWick]

Same here l, it's infuriating that Google is slacking so much lately

[radmike]

Another dissatisfied customer here !!

Same problems off and on over the past several months. 

Frustrating that the 'fixes' are resting, unplugging, or factory reseting (and this is what support will have you try).

Your software should try to repair itself, or at minimum notify me via the Home app and offer an easier method to try to resolve. 

If one point is triggering errors or throwing the mesh out of line would be nice to get more actionable feedback from the system so I know which points are potentially causing trouble for the mesh.

Unfortunately it seems that once the mesh gets out of sync, it stays weak/offline.

I literally bought additional points for my not-very-large (way under the supported sq ft) house to try to solve the issue and it reoccurred.

The nearest ap to the router is ... across the room on a bookshelf ... so getting advice like 'move the points closer's is not gonna help. The rest are well within the 'reccimended' distance from each other. Of course also no changes made to the stable system when the issue cropped up, and from this thread abundantly clear the un-fixed firmware update is most likely the issue.

I have had relative stability this week and last with the farthest AP (third floor) unplugged. It seems that one bad mesh connection destabilizes the whole network until you start dropping your work meetings and losing time resetting the network and hoping it comes back online.

Jeff I know you have a thankless job here and likely aren't authorized to give us more technical info ... but many folks on this thread understand networking, mesh, etc. your updates would be more useful / less frustrating with more context. Have they confirmed a firmware issue? What has been ruled out? Potential guesses for root cause or configurations/setups that could trigger the issue?

[mlsyring]

Since September and still nothing??

This really shakes my confidence in Google's products. 

[yoink]

Yeah I'm seeing this issue - I need to reset the router about every 2nd day. Often the issue happens during a video call, which is just disastrous.

I have observed the problem appearing in different ways:

1. Latency increases slowly, (over a period of say, an hour) - to the point where it's impossible to be on a video call - this may be for just one of my devices

2. Wifi fails completely and suddenly for some devices

3. The router suddenly thinks the internet is offline, and stops access

[teconsultant]

@Jeff - has there been any update on this?  I have 5 devices and will need to replace them all with another set of products because internet has been going out so much lately.

[kg23]

I also am about to scrap the Google hardware for something else. This is clearly a newly introduced software problem since it's affecting so may people with different ISPs and home setups. Google? Hello?

[Jeff]

Hey, everyone.

I know it's been a while since we discussed this issue here in the thread. We've seen some app updates and small bug fixes over time, so I wanted to raise this back up and see if those here will still seeing the same issues as before or if they were cleaned up by now. I would also be happy to pick this back up for anyone individually that was still struggling with disconnects on their network. If you're still having issues, please let me know.

Thanks.

[David7]

Yes, continual drops of connection

[Robert1480]

Jeff - you can see the entire thread here, right? There are several people who've posted on frequent connection loss in the last week. 

Just for grins, I'll go get my system out of the basement and hook it up again this weekend. I'll then connect my dog's wireless collar to the Google wifi network. It notifies me via text when it loses the connection to the collar or if my dog gets close to the boundary. 

Since switching to Netgear in December, zero notifications of disconnection.

[Kitokatlin]

This issue hasn't stopped being discussed here, it has been ongoing and I am still having the same issues just this weekend.  Signal drops on the access points constantly.  Nothing has improved.

[Whocarestop]

it is still a mother **bleep**ing mess.  Constantly screwed.  **bleep** google

[Kiboko]

Still happening.... in my case.

When you say some "We've seen some app updates and small bug fixes over time..." what does this mean? Are you saying that there has been a new firmware push for routers and mesh points? 

Are you just trolling this desperate and hugely impacted community?

[ThePlaneskeeper]

@Jeff - your statement comes across as inconsiderate and belittling of those who have posted here in the past month.  I reset my devices yesterday.  The firmware is still on 13729.57.27; indicating no changes have been pushed in the past several months.

Let me explain my current network setup:

I have an internet connection that goes into a Sophos firewall.  From there, it has a leg into a DMZ on a switch where my servers live.  My desktop has its own direct connection to the firewall.  None of these devices lose connectivity to the internet.  This includes the past 2 months of tracking.  They are all on UPS systems, and have 100% up time since I patched them in November.

My wifi is on its own dedicated connection off the sophos firewall.  Also has a UPS system.  I have tried the other NICs and different cords to rule out any physical topology issues.  My primary device is a google nest wifi router (h2d).  The entire mesh consists of an additional 2 nest wifi routers (h2d), 1 nest wifi point (h2e) and 3 google wifi points (2x ac-1304 / 1x nls-1304-25); for a grand total of 7 mesh devices.  I live in an old farm house with a bunch of out buildings. This setup gives great coverage with “great” or “good” connections between all mesh devices 95% of the time.

The system goes… unresponsive at least once a day.  At least one AP goes unresponsive every few hours.  When this happens and someone is home, they tell the primary router through the google home app to restart the entire network.  When it comes back online 5 minutes later; everything works great, until one of the key hops to where said person is using the wifi goes unresponsive again.

I say unresponsive- because they do become unresponsive.  They no longer respond to pings; no longer pass traffic.  They can still be connected to, however.  Sometimes, they briefly go into a “setup mode”, and you see the setup mode wifi being broadcast.  Sometimes, you get an extra of the “same network name” as what network you expect as if they disjoint from the rest of the network and no longer are part of the wider mesh.

This all leads me to believe you have several bugs.  I’m a senior network engineer by job description.  I bought these back in the day because they were simple and easy to set up.  (I work at work, I don’t want to work at home too)

Help me (and everyone else) by getting this product fixed.  To point out the obvious, it looks like you’re just here to play lip service in a pale attempt to prevent a lawsuit until all warranties are expired.  It… disappointing.  Prove me wrong, please.

[Robert1480]

Dragged the system put of the box in the basement to check firmware. Same version of firmware,  13729.57.27. Will let it sit on for a day to see if it updates. Ironically, it went out about 10 minutes after being plugged in...

[Sancas12]

Jeff, still having this issue. While I haven't posted before this issue has been ongoing for months. I see the access points go offline and then have to walk around to the 3 and unplug them in order for them to reconnect. Please tell me Google doesn't think this is fixed. 

[radmike]

This happened as recently as once or twice a week the last several weeks. Including last week. Reset (unplug / plug) 'fixes' but take up to 10m for wifi and points to come back up. Which is unacceptable and untenable during a work video call or during the work day. Then a few days later the issue will happen again.

Frankly individual trouble shooting isn't going to help, as multiple people on this thread (and other pals of mine with Google wifi have reported to me) have tried that multiple times with Google support. Moving points (sometimes into the same room!!!) Dns settings, ipv6, bridge modes, blame Verizon or ISP, factory reset, use 'less points' (wtf) they have all been tried. 

Honestly there's clearly a fundamental issue with the ability Google mesh to repair itself when it gets into a bad state. This has been ongoing since last fall. Support is aware when we call them but can do nothing. Frankly beyond unacceptable.

We have all asked for more concrete info on what exactly the engineering is saying the issue is, and why it is not a prioritized fix. Can we get any of them to participate in this forum?? This is a production bug that has shipped and has not been fixed for months, I can't believe that's how a product team is being run. 

[Rpowers308]

New here but same issues as everyone else.  Drops at least once a day and only a power cycle of everything will fix it for a few short hours.  

[Anonymous]

It’s happening to me everyday, all day and also in the early evening.  

I have recommended Google WiFi to so many people, and now I’m embarrassed   

Without time to chase this, I’m forced to move to another system. I have chosen to try  eero Pro 6 tri-band mesh Wi-Fi 6 router.  Fingers crossed. 

[richwawronowicz]

Thanks for the suggestion, it's been over a year and they still haven't solved this problem.  Wish I could sell the units I have, but I really can't in good conscience sell people stuff that only works partially.