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Nest wifi randomly going offline

Sydtriman
Community Member

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?

 

 

 

 

1,464 REPLIES 1,464

5LeafClover
Community Member

Just to add my 2 cents - same to all the above. I have 10 pucks  and use FIOS as my provider. The outages are increasing in frequency over the past 6 months.  I spent many hours with FIOS - and they replaced every part of my network (router, ONT, etc) and that is all clean.  At this point, I am activity looking to replace my Google mesh as I believe with their actions - that they aren't interesting is supporting this any longer.

By the way - when I am hardwired - no issue.

I have no other antenna / broadcasting but I also scanned for possible channel interference - it all came up clean. The issue is definitely the google hardware/software.

My biggest disappointment is that I expected Google to keep up / be the cutting edge for maintaining their hardware ...

ray3
Community Member

I've been really disappointed in their customer service too. When the pixel 6 launched they had so many issues with the store site and they wouldn't honor one of the promotions because I made two separate purchases as opposed to one (due to their site issue). I couldn't even get through to anyone for weeks, then finally someone would respond to a chat which was switching between a bot and a human overseas that was very robotic in their responses. Ultimately gave up as this wasn't worth my time to save $50.

 

Regarding the switching of your mesh, what do you plan to use?

Sidnishous
Community Member

Where's Jeff!?  He's kind of disappeared from this thread to understand our frustration and reassure us that this problem is being looked at and fixed (for months).  I'm wondering if Jeff is a real person or a robot that Google created to understand and reassure us about the problem, while not doing anything about it.  Maybe he just gave up after months of non-responsiveness from Product & Engineering.  Google prides itself on putting the user first.  Really!???  Worst product experience of my life...and there have been a lot.  Just didn't think it would come from Google.

EeqMC252
Community Member

What a cluster! If I was still WFH, I would have switched back to my Linksys router and TP-Link powerline extenders long ago. Haven't had the nerve to try streaming a movie yet. But the wifi outages I see on my cellphone is annoying enough. Definitely not going to buy Google/Nest security cameras. 

Bruce1
Community Member

Also having the same issue since I factory reset one of the points. Only that point is having the issue and needs reboot to fix. 

 

If any devs from Google is looking into this, try setting up a network with wifi points. Try factory resetting one of the points and use it in another network. Let it work on that network. Collect logs and you should be able to see the access point going down pretty consistently. 

I can repro this step on two different access points now. I really hope you are able to fix this. Extremely annoying to lose network in the middle of the class or meeting. 

JWick
Community Member

How is it that this many people are reporting this issue and @User123456 has no official fix or at least a response listed here? Google is failing big time, not just with this. First they dropped the ball and gave no updates for 2+ months on their flagship Pixel 6 line. Then after they lost the Sonos lawsuit... Setting up Google devices is impossible for more people daily using the mandatory Device Utility app. It has a 1.5 star rating on the play store.. Mind blown 🤯

je8141
Community Member

i have same issue

rcameroon
Community Member

Same for me.

Incredible to see a formerly great company become Microsoft circa 2007 slowly but surely ...

JWick
Community Member

Microsoft at least always releases security patches, Google skipped those for over 2 months for Pixel 6 users 🤯 Google needs to make a serious u turn fast

ekstrdr
Community Member

I am astounded that so many are having this issue as I read replies to my post. I would assume that Google is also following the string. Since they are very aware of the  issue, as many indicate they have contacted them, they could at a minimum provide weekly updates to understanding the root of the problem and what a time frame might be toward resolution. Just like any company with superior customer service, keeping the user population informed and not burying their heads in the sand will most like appease most people for a time. If they see no clear path to fix it, then people will most likely go elsewhere, as several have already indicated they are. I like the product and have used it for quite some time, but am willing to shell out another grand if needed to get to a place where I don't need to worry because the provider is responsive to issues they may have.

RaduHorga
Community Member

Update: after some discussion with a Nest specialist, I want to share some feedback. According to Google/Nest, the connection is not stable because of the use of the VLAN by the ISP and the gateway address indicates the use of the VLAN (completely not true for my setting). There is no connection between the Gateway and the VLAN setting. In the help menu for the Next wifi, it is indicated that the VLAN is not supported and this might be the reason for wifi network failures. Any thoughts?

well... my take on it would be.... i've had a stable system for approximately 3 years.  no change in isp, no change in isp hardware, no change in anything including my google mesh system.  same location, same setup, same cabling, same everything.  Google forces me a switch to Google Home and i'm immediately suffering from dropped connections.  where does that seem to point for probably cause to any other common sense minds out there?

 

JWick
Community Member

Sounds like smoke. Consumers buy products to solve problems. Google should be solving this problem not blowing smoke

VLAN is not the issue.... And you can't tell if a system is on a separate vlan just by looking at the IP address. You can have 192.168.1.1 being your router. If you have VLANS enabled you could then have multiple systems in the same address space say 192.168.1.2 and 192.168.3 and 192.168.1.4 but each one on a different VLAN. The address does not change. A setting is made in the device that says you an VLAN X. If you put the other devices on different VLANS they will not be able to see each other but you could not tell what vlan any of them are on by looking at the IP address. Each of those could be a different VLAN and you would never know unless you inspected the packets to look at the VLAN setting. Your tech support person was blowing a bunch of smoke up your butt. 

Bilixten
Community Member

Same issues. Started a week ago after a factory reset and change of AP name... Everything worked flawless before that... 

IsaacAldana
Community Member

I have the same issue!!! please help I have 10 nodes, and its very frustrated! 

Churst
Community Member

3 pucks, 1 hard wired to VirginMedia router. 110mb when I connect to the router directly and 500kb-1mb when I connect to the Puck. Dropouts throughout the day are making working from home a f***ing nightmare. They are going back to the shop. I cannot be factory resetting 3 times a day just to be able to use my laptop

superswiss
Community Member

I just found this thread and at least I'm not the only one noticing this. I've installed my Nest WiFi mesh last July and I've noticed this from the beginning. Although it has improved. It used to happen more frequently. However, I'm not actually noticing when it happens. 3 out of my 4 WiFi points are hardwired, so my network never actually goes down when one of the points goes offline. I guess my devices just fail over to one of the working points, but whenever I review the history I see entries there saying my network came back online after x days being offline. So it recovers by itself eventually. I can see this being a problem if the points are not hardwired and the WiFi mesh actually dies. 

I do occasionally have some weird connection issues. Had one recently until I noticed that one of the points while still showing online was clearly on the Fritz. Any device connected to it had a really slow connection. The mesh recovered fully after I power cycled the offending point. 

Hopefully this gets addressed at some point. It's not a critical issue for me at this point as most of my devices are hardwired and as said if the WiFi points are hardwired, the WiFi network as a whole doesn't actually go offline. To be honest, the whole mesh concept doesn't really work for me unless the majority of the WiFi points are hardwired. I've set one up in my friends house. All her points are wireless and it doesn't really improve the speed. It's just a bunch of extenders in that case. May improve coverage if you strategically place the points, but you don't get full line speed. The one wireless point I have in my house is purely to extend coverage into my garage for my smart garage door opener, but it only gets about 30 to 40 Mbps compared to the 400 Mbps I get throughout the rest of the house, which matches the 400 Mbps I get from my ISP, so full line speed on WiFi and it appears by hardwiring them you get redundancy and failover in case one of them goes down. 

Snooziedon
Community Member

Folks. I was having similar issues and contacted Google via Twitter. I'm sure  most would have done this already but sharing my experience.  They advised me to do the following and it has been stable for the last 3 days. (Fingers crossed).

Suggest you reach out to them as each case maybe different. 

 

"Thanks for the details. To be sure, try running a status report on your network by going to this link: https://t.co/HZMAYUTZzM Make sure your device is connected to your Google Wifi's network then, send us a screenshot of the result you'll get ― we'll be waiting"

"Thanks for the details. It appears your device is loosing connection to the cloud reason why it's happening. Try changing the DNS server of your network and see if it'll help:

Primary server: 8.8.8.8
Secondary server: 8.8.4.4
Primary IPv6 (optional): 2001:4860:4860::8888
Secondary IPv6 (optional): 2001:4860:4860::8844

Make sure to reboot your network after making these changes ― let us know how it goes"

Thats not the issue. Correct DNS servers don't help if the device is not passing traffic. 

That's interesting. The DNS IP addresses they gave you are for Google Public DNS. I've used those for years instead of my ISP's DNS, and as far as I remember, the Nest WiFi automatically uses it when setting up a new network. 

If this is an issue with the cloud connection, then I suspect the problem is actually on their end. The cloud may occasionally have connection issues and knocking some of the points offline. This would explain why I saw this happening more often in the past than it is happening now. 

Yes those are the default DNS servers used by Google/Nest WiFi in any case. I have had this issue using Google DNS, OpenDNS and Xfinity. I have done packet traces and the packets are not going past the wifi AP. If the packets can't reach the AP the DNS settings are pointless because it never gets to the ISP Router to make it onto the Internet to send the request to Google DNS servers. 

imjeeves
Community Member

Yo guys, Happy Hump day!  

Just want to say welcome to all the new people who have found this forum post and are having the same issues.  Welcome to the club LOL.

Anyway, wanted to provide an update.  

First off, for my original setup, you can check this post: https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-wifi-randomly-going-offline/m-p/88529/highligh...

For clarity as well, I'm using an AT&T Nokia BGW 320505 Router specifically.

Since then, I've done the following:
- Moved the Failing Point away from Wireless devices (because iNtErFeReNcE).  No change in the situation.
- AT&T Router Change: did IP Passthrough to Nest Router.  Performed full system power cycle after this.  This made things better for a few days, but then both Points started having a "weak connection" (so went from ONE bad Point to BOTH Points being bad).
- I moved the original Failing Point to a different room that is directly above the router on the second floor (because maybe it was too far away from the router.  This didn't change anything either.
- AT&T Router Change: I disabled the WiFi Antennae (both 2.4 and 5Ghz) on the AT&T Router.  Again did a full system power cycle after this.  This change actually seemed to stabilize everything. For a few days, I had "Great Connection" on both Points. But by this point, I had already started the process of returning these devices - it had been months of drops and issues (especially in the middle of virtual meetings with my boss and stuff), so I just couldn't trust these things anymore.

So at the end of the day, a combination of 1) moving the devices closer to each other, 2) doing an IP Passthrough on the AT&T router to the Nest Router, and 3) disabling the wifi antennae on the AT&T router for both 2.4 and 5Ghz bands seemed to help things.  #3 I can kind of understand.  #2, I have no idea why the Google Router gives a hoot if it has a Public IP on the WAN port - it should still work even if it has a private IP on the WAN port. And it's really dumb that these things have a 15 to 20" maximum range.

I've since installed the Netgear Orbi RBK653 system (One Router, Two Access Points), and the difference so far is night and day. First off, the cost is about the same between the Nest Wifi (one router, two points) and the Orbi RBK653 (one router, two points). Since changing over, no issues so far even with the AP and Router on opposite sides of the house.  No issues with the AP sitting next to my laptop and desktop and bluetooth devices.  It's also Wifi 6, so has a way faster connection.  Anecdotally, last night I noticed that my Google Home Mini's were a LOT more responsive to my commands.  Previously, when I was using the Nest Wifi, the Google Speakers would take a few seconds to respond to my commands (like turning off the lights or playing some playlist on Spotify).  Now, the speaker responds pretty much immediately.

I find it hilarious that the Google Speaker works faster with a Netgear system than it does with it's own Nest Wifi system.  *facepalm*

Anyway, hope this is all helpful.  Good luck to everyone having issues.
 

I did a switch to Orbi RBK752 (2 at the end denotes its a 1 router 1 satellite). It has been such a major difference. I also had the delayed Google Assistant responses from Mini Speakers. We have one in each room of the house. They do respond faster now than before. I had not paid attention to that. 

The issues are purely within the Google/Nest WiFi stack. As evidenced by all the people like us who got fedup with this issue and replaced their WiFi and everything works great again. All this BS they are telling people to do, is just that.... BS. There is no fix to be had on the user side. This is a Google issue on the backend. The only fix us users can do is to switch off Google/Nest WiFi. 

JWick
Community Member

Did you have to re set up your Nest speakers using the new Device Utility app? I have had 0 attempts work adding a Nest speaker with the new method and it's infuriating

BattysGambit
Community Member

I have the same issue and have had it intermittently for around 6 months and outages have become more frequent since 24th Jan 2022.  Does anyone know if there have been any firmware updates to the platform on or around 24th Jan 2022?  

Since 24th Jan 2022, my network of a Google Wifi Router and 4 x Access points goes offline for up to 10 - 15 minutes per outage around 4 to 5 x per day at the moment.  If the network does not come back online within about 15 minutes, a reset usually works in bringing it back online (so when it goes offline, I'm now just resetting my network as it's faster to bring it back online).

There have been no changes to my network and I do monitor my ISP via second wired connection into the modem.  My ISP has had no outages.

Thank you    

mbroughtontn
Community Member

Interestingly I checked out the status page posted earlier (http://testwifi.here/api/v1/status) and I noticed that my DNS was set to Xfinity's addresses even though I thought I had changed it. I went to the advanced wifi settings and double checked and I do have them set to Google's public addresses but the points are not picking that up for some reason. 

Make sure you restart the entire network from the Google Home app. 

MicahMac
Community Member

I know it's dumb to think about trying to figure out a workaround when what really needs to happen is Google needs to fix the root cause,... but has anybody determined a way to automate and schedule the restart of the Nest router and all the Nest points?

JWick
Community Member

You could plug them into smart outlets

sydneysider
Community Member

Same issue as others are describing here: 

  • Long time happy user
  • Recently the wifi points keep going offline because the internet connection to the router being stable
  • Become so severe that the entire set up is not usable
  • I've have: (a) logged feedback via Google Home - no reply (b) requested a call from Nest support - heard nothing (c) tried all the troubleshooting ideas proposed in this and other similar threads. 

vcyriac
Community Member

I have been experiencing this exact same issue as well for the last few months and I just thought it was my setup. I would reset the router periodically. I bought a new nest router and that doesn't seem to have the same issue. I called google support, and they tried factory resetting the router and it doesn't get to factory reset mode. Then they tell me that the device is out of warranty and I'm not eligible for replacement.

Im replacing the system with a different one as we speak until they resolve this issue 

Think I’ll be shopping for a new system myself and throwing my Google’s in the ewaste if it’s not fixed soon.

easilydistractd
Community Member

Still no fixes? No changes in our setup since got get the mesh system. Worked awesome. Now, drop all day long, everyday. We are all working and schooling from home. So frustrating. 

BattysGambit
Community Member

Any fixes for this yet or a timeline when a fix will be available? I need to make a decision to buy a new system (non Google) or stick with it a little longer.  

PastorBryan
Community Member

Do to the fact that this same issue is happening with all of our unique setups this is obviously Google's issue.  

To get their attention to actually address this maybe we should consider a Class Action Lawsuit?  Would you join if one was setup? 

Yes

Yep

I'm in. It's beyond frustrating. I rely heavily on reliable connection. It's causes major work issues. 

 
Orbi, someone said? Is that the way to go? Hate that. I'm a Google girl, but I'm ready to jump ship.