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?

[David7]

I messaged support, and they had me change the DNS on the Nest to be custom instead of auto, values 8.8.8.8 and 8.8.4.4.  Then I rebooted the whole system, meaning unplugging modem, nest router, and nest points.  So far I have been up for 1.5 days.

Worth a try.

[kmercov]

I did talk with Google support about this issue. They claim the router and relays need to be closer (less than 25ft).  Even thou nothing has changed with my setup and it work amazing for months.  Now suddenly last week they are too far apart and causes everything to fritz every few hours.  Oh well. 

[BSkeats1]

So how's everyone feeling about collectively replacing their Nest Wifi systems as the problem seems to be continuously going unsolved?

I feel like I'll be generous and give them 15 days.

Obviously, the issue could be rolled back on the firmware to resolve the issue so 15 days is more than doable if they can't fix the current firmware.

[BSkeats1]

Just talked to google support, they said a point is too far away. The point they said was too far away is currently about 4 inches away and disconnected. I had to hang up because I can't keep fighting this fight while working from home.

[BSkeats1]

Dawn of the 8th day. No resolution, and clearly no one trying to resolve the issue any more.

Is nest wifi dead?

8 days, and I buy my new mesh network.

I've already planned all my smart home replacements because this level of customer "service." Is unacceptable.

[Jeff]

Hi, all.

It's frustrating to see all the new reports. I'm really sorry that you're all dealing with that, especially with how many of us are working from home these days and rely on that connection. I'm still waiting for more news on a fix. I'm hoping that is coming soon and when it happens, I'll update everyone here.

Thanks.

[Holamak]

Could you also pass along (up the chain or however it works) how unacceptable this is for us and how it is hurting your sales and reputation. I understand a solution is being worked on and I'm thankful for you keeping us up to date, but I feel "management" should be aware of the effect on your customers and how it's causing us to loose faith in your product and support for said products.

[Jimmy3]

Hi Jeff,

I don't mean to be disrespectful, but hoping hasn't been doing any good for the last month. Please can you let us (the frustrated customers that have paid good money for a product that in effect simply doesn't do what it states) know what exactly you have been doing to get this issue sorted. I know we'd all appreciate a bit more context on how this has been progressing, just how far up you have been escalating it and what the priority is on fixing it. Each update you have said for several months has been "they" are "working on it". 

Please can you also let us know why we haven't been offered a rollback in firmware?

Thanks

Jimmy

[Wibbsy]

@Jeff  there appears to be many multiple unreported issues in different places (just look at the Google WiFi subreddit to see this is affecting a LOT of users).

Any update from Google /Nest? Not wanting to sound threatening but honestly this is absolutely not tenable for a home office and I'm close to eBaying the APs and buying the Amazon eero. Which I really don't want to do because...Bezos. But needs must.

[BlakeH]

Hi Jeff.

I have bought a 3 pack of the nest wifi a month ago and I am now experiencing these issue of one of the nodes going offline. Has there been any update or fix yet? Cheers 

[SSPollock]

+1

[Legacy]

I've switched over to Orbi, its worth it for the headache honesty.

Cant deal with Google and their support. Sold my Google on ebay already.  

[JackRackham19]

I've been having this issue for months, interrupting my work and leisure time. I'm a software developer working remotely because of COVID and usually spend all day screen sharing with coworkers. Restarting my modem and router in some combination often has to be done several times, so losing connectivity has lasted up to an hour or so. These interruptions truly interfere with my capability to do my job well, and is embarrassing to boot. I'm trying to switch to something more robust, but supply chain issues mean I can't find anything sufficient. Before these issues started, I was very pleased with my setup, but now I feel totally powerless. I worry it was a mistake to invest so heavily in the Google ecosystem.

Please, please. Whoever is receiving this feedback, please prioritize this work and stop hemorrhaging my trust.

In case it helps, I have a two story ~3000 ft house that is covered by the router base station and two mesh connected access points. I have several machines, but my primary one runs Fedora. Plugging it into the modem directly gives me both an IP assignment and internet access, so the problems seem to be introduced by the router. My work around doesn't really solve the problem, by the way, because my household has more devices than can get internet access by plugging into the modem directly.

ISP: Xfinity, quoted speed download 600Mbps, upload 25 Mbps

 Modem: Arris Surfboard SB8200

Router, Make: Google, Model: H2D S/N: 9A030EXAN039X2, Firmware: 13729.57.27

Access Points: Make: Google, Model: H2E S/N(s): 9A030EXBS057RL 9A030EXBS056I2, Firmware: 1.54.275951

Most clients are connected via WiFi, but our most important devices are connected via ethernet using a cheap Netgear 5-port switch, model number GS105. Notably, DHCP services seem functional, and I can ping other local devices on both ethernet and WiFi.

[LanceL]

I set my old google wifi setup (3 points) back up, and it’s been working flawlessly. Covers the whole house, from the edge of the garage to far end of the master bedroom, which are about 130ft apart, mesh shows great connections. Nest system is back in its box getting shipped back to google, I’m out of patience. 

[kmercov]

My best guess after a lot of frustration is the wired ethernet support had broken or ended.  With all my stations running wireless and with no ethernet devices (only WAN) plugged into the router and nodes have work well for a few days.  This does end the systems usefulness in my book.  I do have devices that plug in directly and I was running a node via ethernet cable in the past at a distance greater than 25 ft.  

[Dazniel]

Yea, have same problems as everyone! i really hate the Nest WiFi alot. 

[Sarleann]

I am experiencing the same issue. For me, it is mostly my nest wifi points - it seems that my original wifi points from gen 1 don't have an issue, or only disconnect/get low signal when the others have dropped connection. Hope that helps

[alcas]

Wow, I've literally used this mesh setup perfectly for about a year and all of a sudden it starts breaking daily for me. What's going on???

[jcf347]

Same here - network was perfect for a year, began dropping WiFi 3 weeks ago. Ethernet is unaffected, so I can only work by running a 150' cord through the house. Google support consistently denies there's any reported bug, tells me it's an isolated issue and there's nothing more they can do besides asking me to do another round of resets. This week the problem has worsened, with the wifi network completely turning off randomly. I'm buying an Orbi tomorrow.

[Kitokatlin]

Same Here

[Holamak]

How is there no solution for this yet? It is obviously a problem and is driving customers away and now they just deny its an issue? it would help if we knew they were addressing this or working on it. I'm just so unbelievably angry that this has been a waste of money this last month.

[Iamchris]

+1 Same issue. Please help!

[dkyle1960]

We should think about organizing as customers and consider contacting a legal firm for a class action lawsuit.

[Dazniel]

I've been using Google Nest for about a year and have had no problem. A couple of weeks ago, the connection problems started out of the blue! Ip configuration error. I now have no internet access with the Google Nest router and meshpoints. Obviously, I'm not the only one with exactly the same problems. Google does not seem interested in troubleshooting or continuing to comment on these issues.

That's pretty unfortunate.

I'm going to switch to a different mesh system - that was an expensive foray into the Google product world.

[Kitokatlin]

Yet another day or restarting router and points, all with "great connection" and absolutely no internet.  All hardwired devices working perfectly.

[Wibbsy]

Same issue here. Network is :

1. 1 x Nest wifi router 

2. 5 x Google wifi APs (has to cover 2 outbuildings)

3. 1 x Nest wifi AP

4. 51 connected devices (excluding the APs)

5. Default OOTB bridge mode config (no additional routing tables etc...)

[SSPollock]

Hey just posting this as an option since I just worked through this and it hasn't been long enough to show that it works. Did some troubleshooting with a google tech and seems the Modem/Router that feeds my google network was causing some conflicts. I setup a DMZ for the Google WiFi and so far it seems to work. I'll post again if this fixed the issue.

[SSPollock]

3 hours and no issues. Internet has remained up the whole time. This solution might work for some.

[BSkeats1]

Alright so the DMZ failed overnight for me. I am getting docked a day of pay from my wifi failing so I guess I'm just buying a new system. I've lost almost 4 days of pay as a result of wifi issues even though I have internet. I will no longer be waiting out the 15 days I said to get a new system. That apparently will be today.

[alcas]

Kinda insane how google broke all of our systems and now won’t even release a hotfix for this. I’m using my backup router for now and it’s working perfectly. I would recommend telling everyone you know to avoid google nest WiFi products from now on. I’ve never seen my other routers ever break due to a software update

[derekross]

I've had this device for a year and a half and my garage point always goes offline every couple days or weeks. The fix is a quit power cycle, but that's bad needs especially for devices that I need connected 24/7 out there and can't wait for me to get home. The only reason I've stick with these **bleep** things is because I like the Home app integration. I'm opening up a business in my garage in two weeks and of these issues start costing me money I'm selling them and going back to Asus or Netgear.

[KjB]

There are much worse "me too" situations to be in, but this one kinda sucks as well. Me too. Started a few weeks ago.  Purchased in July, worked well enough to brag about. Now, almost a daily occurrence: Network issues, check your router. Router is fine, wired connections are fine, WiFi from modem is fine. 

[KjB]

Since I’m getting every comment on this thread I thought it only right to post an update. I turned everything off for 10 mins, started my isp modem (fios) waited till I’d settled, turned on my google router, and everything has been solid since. Of course, posting this will no doubt curse me 😳

[TheRealCMO]

---

@KjB wrote:

Since I’m getting every comment on this thread I thought it only right to post an update. I turned everything off for 10 mins, started my isp modem (fios) waited till I’d settled, turned on my google router, and everything has been solid since. Of course, posting this will no doubt curse me 😳

---

Similar experience for me. Started noticing it while WFH last week, thought it was Spectrum again (had a similar issue 18 months ago that actually was Spectrum intermittent connectivity). Switched back to my Eero for a few hours to verify, and had no drops. Turned everything off for ############ minutes, reconnected the modem and Nest, and have not noticed a drop since (only been a week so far, hopefully it keeps up). 

My outages were all very brief, but just enough to be disruptive - many resolved themselves in less than 2 minutes, but that's long enough to disrupt VOIP and Teams. 

[dkyle1960]

I have found that just resetting the wifi points do the trick. The wifi connection from the router still works but the wifi points are what lose the internet connection. This is getting old.

[Kitokatlin]

Reassuring is only a temporary fix however, you have to keep doing it which is ridiculous.

[Kitokatlin]

*restarting

[callmemaestro]

For our network, sometimes that works, sometimes not. 

[kraine91]

Been through 3/4 factory resets and more restarts than I can count. Same boat as everyone else, wired devices have no issue, but the wifi points drop and cause chaos with a handful of devices  relying on wifi, presumably those connect to the point that has dropped off. There is no consistency to the issues as after my last soft reset Sunday it has been chugging along flawlessly! Really just looking for someone from google to come out and let us know a fix is in the works and when to expect the next firmware update with it.

[emslui]

Same here. Brand new Nest WiFi router and 2 points. Got this offline issue a few weeks ago.