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?

[Tosan]

I want to say to everyone here. You people have been very patient. Oohrah to everyone trying to keep their sanity and composure. Most of us even being in the field, got this problem and took it as a challenge and well, understand we DID NOT fail, the company failed us. We implemented our knowledge,  looked here for guidance and ideas and even reached out to their customer Support and of course a lot of blame got thrown around until they acknowledged their issue. This might be my last post here in regards to this particular problem,  but I wanted to thank all of you for your recommendations and tips on fixing the issue. I wish you all the best and a better future experience. 🙏 

[HL-brokenrobot]

I logged onto the admin interface for the Comcast cable modem and verified that it was in fact in bridge mode.

[HL-brokenrobot]

Thanks for that suggestion - I won't copy the IP here but it isn't a 192.xxxx number now.

Hopefully it will last more than an hour this time. This is a colossal time suck.

[richwawronowicz]

You're chasing ghosts!  I upgraded my Nest WIFI with a DECO Whole Home Mesh WIFI-6 System (AX3000 Deco X55) and changed NOTHING ELSE.  Guess what, it just works!  Throw away the crappy Nest stuff, you are wasting your time.

[Tosan]

The thing is, there is no good response for your comment. The truth is the truth. I'm staying with the GoogleWifi, returning the Nest and wait till BF to see if and if another better one comes along I'll upgrade. United we stand, divided we fall.

[HL-brokenrobot]

I have sunk a bit of investment in 9 of the things (big house + outbuildings) so I really don't want to throw that away 

[cltimbes]

Has anyone tried just using the Router units and NO POINT units? My issues seem to only impact the points not the routers (I have 2 routers...one as the main router and one that I am using as a point)

[gorip96]

mine is the other way around, point seems ok

tried using router only without points, and with countless factory reset, the issue still there and even getting worse, sometimes it won’t go up for weeks until I factory reset the whole thing again

then I borrow 1 google wifi puck then use it as router, then everything is okay

[JRWriter]

My Router works great. Only went offline once (I assume for updating) and came back up. The points are the problem for me, but it still affects half my household.

[HL-brokenrobot]

2 days later I've still been having multiple episodes of the points going offline and the main router not being able to provide internet. This is despite doing EVERYTHING GOOGLE ASKED ME TO DO!!! Bridge mode is on. Software restart fixes it for maybe half an hour then all the points go offline again. unplugging everything including cable modem and points and then plugging back in modem, then main router in succession waiting for each to come online before proceeding seems to buy more uptime. Also noticing nest router is always kinda hot when I unplug it depite being in a cool place 

[HL-brokenrobot]

Ok, I don't want to jinx it but it's been mainly up for more than a week now. I notice a new behavior:  random Wi-Fi points seem to be going offline, just one or two at a time (unlike previously when they would all fall over in a cascade), while the rest of the network stays up. The offline points themselves still have the white "I'm connected" LED light but the app says they are offline. I have to unplug and re-plug the point and it goes online again. I've had long stretches of it staying up before so I won't believe we're out of the woods for a loooong time.

Meanwhile when I bugged @madebygoogle on twitter they responded:

"We know this is important to you. However, we're still checking this with our team. We appreciate your extended patience." no news from them for a week, and I first contacted them 6/1/2022."

I'm going to need a bigger patience extender...

[BigEd64]

I feel the same way 

[HiNick808]

Just wanted to confirm I also moved to Deco X55 a few weeks ago after I commented. Zero problems, same set up.

[JRWriter]

The frustrating thing is.... I WANTED this to work. I love how all my google products just integrate so well with one another.

I honestly think I just got a bad Nest Point. I have a gen 2 and gen 1 wifi-points connected to the google wifi router, and the gen 1 has only went down 1 time, where as my gen 2, I check 2~3 times a day to see if its still online. Most of the times it just goes offline and needs to be rebooted, other times it stays online but just stops sending internet data. Probably two separate issues, but none the less issues. The google wifi router went offline once (maybe twice), but this was enough to frustrate me and bite the bullet and switch to another meshnet entirely.

I had 0 problems/issues with the first gen, but continual problems with the second gen. I keep reaching out to Amazon who refers me to google support, who just has me chasing ghost, do some changes and pretend the fixed the issue (I worked in IT enough to know they are just level 1 support with 0 power to really do anything outside of trying the basics).
So Yea, I think I'm done with google Wifi. I picked up the Eeros from Costco, so worst case I can take it back in about 30~60 days. definitely smooth setup so far.

[Itdoesntmatter]

Still no resolution to this issue after almost a year?!?

[Korbenator]

Also having this problem. Sounds like it has been going in for last 10 months. Is this ever going to get fixed?

[robbiev80]

No. Get an Eero 

[CodeMan]

Well I had a good run since June 14th when changing DNS to ISP.

Mesh points have decided today is the day. They have gone from excellent to suddenly weak. Factory resets didn't help. Main wifi point stuttering.

Internet speed test shows excellent speed no issue there. 

Update: As of 6pm Eastern the mesh points are now excellent connections.  I did absolutely nothing since this morning. Honestly, wth Google.

[Migman9403]

Why hasn’t this been fixed. It’s ridiculous. I can’t believe we have this many people impacted and the issue has not been addressed. It’s like they don’t want to invest in the fix since they have the money already. I can tell you this may be the last google product I ever purchase if it does t get addresses soon.

[JRWriter]

Reluctantly made the jump to eeros. Not a single problem in 2 weeks (knock on wood). Def overall more satisfied. 

[mkanojia]

Was fed up with the constant disconnections so moved on to TP-Link Deco XE75. Bought it during the prime day sale. So far no issues and have strong wifi connections throughout the home.

[Sidnishous]

I just switched over to the Netgear Orbi.  A little pricey but very reliable.  Have had it for two weeks now and not one dropped signal.  I would strongly recommend it.  Google doesn't seem to be concerned about this mass issue.  It's almost like they're not aware of it or, worse, don't care.

[HL-brokenrobot]

So on Google's recommendation I asked Comcast to switch us to Bridge Mode on July 20 2022. As posted elsewhere in this thread, the problems continued as before. That's because Comcast lied! They disabled the comcast modem's wifi, and they attempted to put it in bridge mode but it didn't actually happen. Do after the latest of many network drops I sent output of http://testwifi.here/api/v1/status  to google. They said we were NOT in bridge mode, I said I was... but in the end Google was right, we weren't in Bridge Mode.

So.... today I put the comcast modem into bridge mode myself (use the admin page for the modem - make sure you have an ethernet cable to plug your computer directly into the modem's ethernet port so you can take it out of bridge again). After half a day of frustration the end result is that the nest wifi router would not connect to the internet. Just flashed yellow all the time. Even though it was connected to ethernet LAN port 1. Even though the computer plugged into that same port could access the internet. 

We are back to square 1, not bridge mode.

Google now recommend I try DMZ instead. Maybe when the blood pressure is lower.

IMPORTANT - Google just today told me that I can't have anything except the google nest router plugged into the ethernet ports on my cable modem if I'm in Bridge Mode.* That's a BIG problem for me because I have 2 solar inverters that must be hardwired via ethernet to the modem. That's an important bit of information that should be (a) in information before purchase, and (b) on all the instructions for bridge mode.

*... although for some of the time troubleshooting today I was able to have the nest wifi connected to one ethernet port and the computer plugged into a different port, with the computer quite happily accessing the internet and the modem happy, only the nest wifi not working. Yes, before anyone blames that, most of the time I only had the nest wifi router plugged in, and that was in port 1. Yes multiple power cycles between changes of config....

[dresdner353]

what a PITA this has been for you. 

If you can get the modem truly into bridge mode, you would only ever get one ethernet client of that router to have an IP (as its "the" public IP) and the onboard WiFi of that router would always be disabled in that regard. Thats exactly the setup I get with my cable router in Ireland and it uses a DOCSIS system similar to most US cable routers.

But the solar inverters should still be able to cable to an N-port switch that is connected to the LAN port of Nest WiFi. Then they will then still have a cabled Internet connection, getting a LAN IP from Nest Wifi and gatewaying to the Internet from there.  

[HL-brokenrobot]

Thank you, that's helpful.

I was going to get an n-port switch (thanks for giving me the words for it) if i could only get the nest router to communicate in bridge mode. There's something it wants over and above what my computer wants despite being in the same bridge mode and the same ethernet port (different times obviously). If google could tell me something like "make sure ports xxx and yyy are open" I could probably do that.

[HL-brokenrobot]

I've ordered a 5-port switch - I'll charge at the windmill again probably next week.

[RedPine]

Same experience on Google Pixel AGAIN. this is getting so old.

[subbuparam]

Still not fixed. I've been suffering for the last 8 months with a minimum of 3 reboots of each point every day

[warodge]

I’m having these issues as well. My access point is in a nook between the dining room and the kitchen and throughout the day the access point will flash yellow, lost internet, I run upstairs to the office and the modem is fine. I’ve disconnected the access point for now and just have the one router puck. Still doing the same occasionally, but, when I check my modem the lights are flashing. I’ve checked my firmware and it’s the current version and I’m setup as DHCP, I bought the Google Mesh hoping to make things better for the how Wifi, and this just seems like an issue reading previous posts that were all stuck with, ugh… Any input would be greatly appreciated thanks 

[rulz]

Facing same issue here! Wifi points randomly disconnects.

[warodge]

One thing I did, that seemed to help, I changed my security to WP3, and I moved my access point further away, and haven’t had any issues, I still have it go down once a day but I’ve traced that to the cable coming into the modem, perhaps a brief outage in the area for updates. I also downloaded an app called analit, and this app should be able to help you look at signal strengths, devices and access points on your network, and you can run more accurate speed test in real time in your devices, also, I’ve noticed, if you unplug an access point and move it across the room, i some cases you may need to disconnect and re-establish wifi connections to get decies to switch to the closest access point whether it be via the router itself or access point, hopes this info helps 

[warodge]

I also went an bought a cable analyzer from Home Depot and checked all my cable in my house, before I’ll let someone into to check my inside wiring, according to the analyzer, the coax coming into the D-MARC if you will is “OPEN” going back out, so even though all my connections are tight, my Wifi signal is -30db which is “outstanding” so I’m told, but, unless I address the open short coming in, I can’t blame my network for a I-net signal issue 💁‍♂️

[Jeff]

Hi everyone,

We're seeing an uptick in reports with this issue and I have taken the issue to an internal team. Right now I'm waiting for a response and some guidance on what we can do as far as additional troubleshooting goes. I know it's been frustrating, and I'm sorry you're all dealing with the waiting process here. I will update as soon as I know more.

Thanks,

Jeff

[sandman1485]

Argh, too late. Been a year with this issue, and I finally caved in and switched to Netgear Orbi. Got the Google Nest hubs in storage now.

[radmike]

Jeff, the issue isn't an uptick, it never went away. There are multiple folks on this thread saying this over and over. The 'solution' people lived with was constant resets and dropped network during the work day. Since last fall. 

I also solved this ultimately by switching to Asus mesh, and regretting spending trust and money with Google WiFi. Insane that there has been so little actual communication from Google and that this problem has been in existence for so long without a solve. Very disappointed 

[Jeff]

Hi everyone,

I just wanted to give you all a heads up that a new firmware update is rolling out now. Over the course of the month, everyone will have it automatically downloaded and installed onto your WiFi devices. I don't have the firmware version number yet, but I can share that when I know it. There are a variety of improvements and fixes in this update, so I'm hoping we see you all see resolution here. If you have questions about the firmware update, please let me know.

Thanks,

Jeff

[Tosan]

Questions..... so..... I get an email from Toyota, saying they fixed an issue with a Lemon...... I had already bought an Audi, which Performed as advertised from the beginning..... so the email is useless.... just like your post.  Awesome. Thank you for sharing.

[robbiev80]

I too got an email from Toyota but I got a Mercedes Benz 😛

[HL-brokenrobot]

@Jeff

1) Please post the release notes here, now, specifically what fixes for what errors under what circumstances. Now is so people don't waste yet more of our lives troubleshooting issues which you have already shot. I'm not settling for a Jedi "your problems have been solved" mind trick. Specifics please.

2) Please itemize any assumed parameters, circumstances, astrological phases, anything, eg Bridge Mode is required (or is it?) Port Forwarding is required on 5222 (or is it?) , Protocols required, minimum point separation distance, number of connected devices, or any of the other things your customers have been wondering about in this thread. 

3) An apology is owed by Google to everyone on this thread and really ALL your nest WiFi customers. It really has reeked of Big Tech arrogance not looking after their customers. 

[sandman1485]

Argh, this is bad news. I just imported a Netgear Orbi from the States - won't be able to return that easily :(.  I'm open to setting up the Google one again as I have 6 pucks, but I'd love to know what's actually in this new firmware release before doing so. Can you please share some more info?