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?

[Gilbertlau85]

I was just kidding. This is absolutely unacceptable and disappointing, especially for such a huge company like Google. 

[Adarshbravo]

I have NEST wifi points and every single day they go offline for no reason messing up with the actual router too. My Appliances, TVs and Phones don't connect to wifi anymore as they kind of know, it's anyways not going to work. My phone data is now over the limit. It's a daily drama, I factory reset all of them and then add them to the network, that time they're all good, and at night when we sleep, they all sleep (go offline) along with us, except the next morning we remeber our routine, the mesh wifi points forget who they are (digital dimentia). And all of a sudden one of the mesh points would say, "am offline, I can't put your TV off". I never asked **bleep** it. The worst part is the Google home app, doesn't allow to remove an existing device and add a new one. So when i factory reset, the same mesh point is now offline(because it is old one) and the active as well as I factory reset it. So, I keep changing the names of those wifi points. I feel great when I see soo many wifi points in the home app, but there are only 3 out there, just making me belive my house is a technology hub with wifi all over. Seems funny, but it's messing up a lot. Xfinity guys say every single home they went to trouble shoot internet, Google Nest shows up saying, "here I am again, now what were your other two wishes". So, anyone has any luck resolving this, please post. Thanks and sorry about the long post.

[David00000]

Yah I've given up, Google isn't doing anything they don't even acknowledge they have a problem with a time frame of resolution.

I'm about to upgrade my internet to fiber, so I'm ditching the nest ecosystem.  Sucks I did like it when it worked. It worked great for a year, Too bad it stopped working.

[Carlos8315]

Has anyone gotten a response from a Google rep. Obviously,  Google management does not monitor this forum or they are content letting customers try to solve serious issues among themslves

[PORRITT89]

I spoke with their webchat team who basically just blamed my ISP's router even though it's worked flawlessly for two years prior to this years firmware update. It does just feel like we've been abandoned with unsupported tech.

[SICKHAPPY]

Did they get you to send a ping test as proof that the ISP router wasn't at fault? That is the point I am at now - although I am not sure what the outcome will be once they see it is not at fault and never has been! 

[David00000]

There's such a simple fix,  we'll a semi fix.

If a mesh point goes offline for over 5 minutes self reset. Unfortunately no setting like this exists.

[Cextraordinaire]

I'm having the same issue.  Is there a fix out there?  It's so frustrating cause I can't watch a TV show without restarting it repeatedly!!!! 😠

[ibseanb]

I unchecked the prioritization option and set my DNS according to some of the other recommendations here, and no problems in the last day or so.  Who knows.

[SamTheCanadian1]

I had similar issue but in my case the issue was i had restart my tp-link router and not WiFi. I replaced my tp-link router with another router. I have doubt that my tp-link router is compromised. After this, things have been working smoothly for almost a week today. Without any restarts. 

Will monitor it.

[neilrx]

I have had the same issue for the past 2 weeks.  The internet (radar) symbol appears on the thermostat.  Usually my wireless address is listed, sometimes it is not immediately visible then shows up in 10 minutes or so.  When available to select just have to push thermostat face to reconnect.  Happens 2 to 3 times a day,  Very annoying.  No other wireless issues in the house or system, just the thermostat.  Hope fix found soon.  

[vereynn]

Just "upgraded" from a mix of 1st/2nd gen Google WiFi mesh units to a 3-pack of Nest Pro, and the 3rd unit, which just happens to have been the last to install, has gone offline 3x in the first hour.

Software version 1.63.355999

[dresdner353]

I have two nest routers cabled via internal Gbit LAN and one nest point. I get the network meltdown every so often but of late I've noticed one way to trigger the issue like clockwork.

Last night I noticed my living room Google TV with Chromecast had a new update available. So I pressed update, it downloaded and then pressed restart. About 2 minutes later, my Nest WiFi routers were offline. Had to physically unplug both routers. Once they restarted, things got back working again and the one Nest WiFi point I have then also came back to life and all was fine.

This morning I went to the kitchen TV and checked it's Google TV with Chromecast.. low and behold the same update is there. So first did a speed test and mesh test and all was fine. Various home automation devices all responding.

Then selected update... This gets downloaded to the kitchen Chromecast and it prompts for restart. Again checked speed and mesh and LAN devices. All fine.

Then selected restart which I understand is restarting the Google TV dongle to flash the new build.. about 20 seconds into that restart the network falls apart again. 

Had to power down both nest routers again. One aspect of those Google TV dongles is that both of them are Ethernet wired via the special power supplies and not working via WiFi. 

Whatever is the trigger here, it's like clockwork. The reboot stage of one dongle (for a firmware update) will knock the entire network offline.  This is the second time I observed this exact behaviour for these firmware updates. Happened a couple of months back also.

Those Google TV dongles are not configured for WiFi. So whatever they do during the reboot/flash stage is on the LAN and it knocks the whole network off.

Google, if you are listening, you now have an outline of how this issue can be recreated using 100% your own products

[neilrx]

Thank you for the information.  When the nest went off line the last time, I unplugged my router to see if it would help (I have comcast).  I have not had the issue since then so you may be on something.  Not sure if there was a firmware update, but resetting the router seems to have helped.  

Hopefully this corrects the problem.  

[laurenll]

June 2023 this is now happening to me. Haven't figured out a solution but I'm thinking of ditching Google Nest. 

[toadicusrex]

Do it. Save yourself an ulcer.

[FuriousMB]

This thread has been going on almost three years now. It is now June 2023. THIS PROBLEM IS NOT GOING TO BE SOLVED.  I finally "solved" the problem by replacing my Google mesh with a TP-Link Deco mesh system. I suffered this nonsense for over a year. Nothing fixed it. Not a new laptop, not a new Google Nest wi-fi router, not new mesh points. A visit from the ISP didn't fix the problem. All through that, I had weekly, then daily, then multiple daily drops. I finally gave up, and replaced the entire Google system with the TP-Link Deco and in almost two months since, I have not a single drop. Not once. My internet is stable and fast now. Just give up on the Google mesh and replace it.

[toadicusrex]

I did the same. I have six points (actually two routers, four points). I work at home and at least twice a day had to reset my network, had frequent drops during meetings, I was going absolutely crazy. I replaced my system also with tp-link Deco, immediately found that I had far more info from their app (Google home just doesn't have enough troubleshooting utility!!!!) and I haven't had an outage in a month since I replaced the system. 

[ibseanb]

Same. Just tossed the Google mesh system and went with tp link mesh. Not a single blip since.  Nest cameras no longer lose connection constantly like they did even when the Google mesh system status was "great".  Google mesh is garbage.

[californiadream]

me too.  I wrestled with the problem for months.  I gave up and replaced with TP-Link Deco AX3000 (Deco X55) in mid-April -- not TP's highest end, but still an upgrade over the google mesh.  No problems since, and their app is nice.  I did not replace my modem.  It is the google router that is the problem.  I am guessing planned obsolescence but a poor business model as I will never buy another google product, and I used to be a fangirl.

[Anonymous]

Waiting for google to issue refund or replacement now and I'll ditch it. Been happening just as long as everyone else here. I've had more success with the original google pucks than these hubs/points. Keep them patched in and you're good to go.

They really don't care, so why should we? As soon as Google reaches their ROI, they stop and switch to support model. Standard business model. This happens quick because everyone jumps on their products. From phones to "smart home" devices, etc, etc. it's all the same. We all get suckered into the nice and new.

• Solution? Go for the smaller guys until they grow too big or get bought out by the bigger guys, then switch again.
• Reason? because the development and support model will last just a bit longer.  

[bobbynguyen]

We are also experiencing the same issue. Any updates?

[SamTheCanadian1]

Check your ISP router. 

[californiadream]

Sam, good idea to check the ISP modem but that was not my problem.  I kept resetting and rebooting both the google router and modem several times a day.  Finally gave up and bought a new router four months ago and have no problems with it, even though it is with the same modem.  I had installed the google router in Nov 2018, and replaced it in Mar 2023 -- it lasted only 4 1/2 years.  The modem is older and still fine.  The general advice is to plan to replace modems and routers every five years.

[Dan_A]

Hi folks,

That certainly isn’t the experience we want you to have and apologies for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Also, do you have any paused devices?

We know that you’ve already tried other options. It would be a pleasure to help you get through this. Kindly try these steps:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.

Thanks for helping, SamTheCanadian1.

Best,

Dan