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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?

 

 

 

 

894 REPLIES 894

Familyman11
Community Member

I have the same problem also.  I've had my Nest wifi and Google wifi for almost 2 years without any problems and now I have them daily.  When plugged in with Ethernet cable, internet is fine.  This problem seems random. Lasts 5 to 10 min then spontaneously resolves without intervention.  Another forum suggested too many wifi points and they were causing interference.  I've just reduced mine from 5 to 4.  Too soon to tell if that helps. 

Jeff
Community Specialist
Community Specialist

Hey, Sydtriman.

Thanks for the update. Sorry that you're still dealing with that issue. I unfortunately don't have any new updates to share right now, but I wanted to keep in touch to let you know it's still being looked at internally. I'll keep things updated as I find out more.

Thanks.

FWCA
Community Member

Hi Jeff,

Do you have an update on this issue?  I have sent feedback multiple times.  The problem becomes worse and my gen 1 wifi routers go offline multiple times a day.  I can't work with an unstable router.  We need a fix asap.  Thank you!

Mlaguirre
Community Member

I have this problem also!! DAILY SEVERAL TIMES DAILY!! I will continue to make bad google reviews until this problem is fixed!! Too much wasted time since September and your useless updates!

They are working on it, and have been on the case for 4 months now. I'm sure a fix is imminent.

😂

...and if you believe that, I've got some beachfront property to sell you in Arizona...

I hope this will come soon indeed. On my side, Google support gave me no indication about that ...

Chui
Community Member

Curious why a firmware rollback was never attempted. I feel my issue started some time after the Nov update and have progressively gotten worse. 

MSITHero
Community Member

Because the firmware rollout was in response to losing a patent lawsuit. They had to push the firmware to remove the infringing technology. They legally can not revert. This never would have been an issue had they not decided to integrate Google Assistant Speakers into their WiFi devices. They lost a patent lawsuit regarding the speakers to Sonus. They had to strip the offending code from their devices. Had they never pushed the speakers into WiFi, Google WiFi would still be great. 

Emma1
Community Member

Good one.  I spent two wastes hours on the phone talking with…a “specialist”

Emma1
Community Member

I too am getting frustrated ….and such an expensive system, and seemingly well designed, except for it going off line.

😂

If you were serious, my apologies. But otherwise, hilarious. "Well designed in theory, other than the fact that it doesn't actually work. " 

ACGeffre
Community Member

I am also having this issue, it only seems to be affecting my mesh point? Any news on fixes yet? Or maybe it's time for yet another factory reset.... Ugh.

Donnac
Community Member

Ever since nest “migrated “ with google all I’ve had is problems. Offline several times a day…and still paying full price for something that is worthless!! Very upset that we have cameras we cannot utilize because they are offline most the time!!!

thehuk
Community Member

Still having issues JEFF.  Google needs to make good on this.

Jeff2570
Community Member

Yeah. Apparently this has never been solved.

At promising as every Google product ever released..they have almost all failed in their attempts.

They should probably just stick to search and selling your data.

Awful. Awful products

 

Same here - Nest router + 1 nest point and 3 google points and the Internet goes out for several minutes, randomly several times each day.  Firmware is up to date.  Tried manufacture resets and, agree with other poster, I think that made the issue worse.

Jeff
Community Specialist
Community Specialist

Hi, Sydtriman.

Thanks for reaching out and I'm sorry to hear about the issues with your network going offline. I'm sure this is frustrating to deal with.

So there is a known issue here and we are actually rolling out firmware updates to WiFi devices now. The update is hitting devices as we speak, and your Nest WiFi will automatically update soon.

In the meantime, you can actually share feedback directly with our teams which will help us more rapidly develop fixes for these sorts of issues. To do that, follow the instructions below:

  1. Open the Google Home app Google Home app.
  2. At the top right, tap your account.
  3. Tap Feedback and then tap the type of device you'd like to submit feedback for.
  4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  5. In the feedback summary, write a brief description of your issue.
  6. Be sure to check the box for Screenshot and System logs.
  7. To submit feedback, at the top right corner, tap Send .

I'll keep things updated as I learn more. Thanks.

Sydtriman
Community Member

Thanks Jeff

I have previously sent feedback and I am also keeping an eye on the firmware version. As of yet there hasn’t been any updates. Regrettably it is still intermittently going offline. ☹️

Jeff
Community Specialist
Community Specialist

Hi, all.

I don't have any updates yet, but I am speaking with the internal teams later today. I'm hoping we have more then, but I will definitely let you all know when there's more to report.

Thanks.

Sydtriman
Community Member

Thank you!

 

it’s amazing, I’ve had no drops for a week and then all of a sudden it happened again yesterday and have had at least 3 (that I saw, they don’t always reflect in the history). Absolutely nothing else has. Hanged in the network.  Very odd. 

Longneck
Community Member

I don’t believe you or Google. 

The funny thing is that this was October. He posted something similar in September. And November. And December. And January. And just recently...

yes and everyone should call him out, 

sgrimes765
Community Member

okay, this is 5-2022, why isn’t this problem fixed?  I spent all this money to purchase this Wi-Fi nest system and now my Wi-Fi points an$ router goes off line continuously therefore my other devises I am so sick of this system. I have tried everything.  Sick and tired, sick and tired. I want my money back for this junk

You all can't possibly still be 'working' on this and not have diagnosed and resolved the issue... what is going on at the 'King of Tech' that has you all stumped? This is horrendous customer care, especially in thsi day and age of WFH...come on Google, get it together!!!

FWCA
Community Member

I have the same problem too.  The randomly going offline started when M89 firmware came out.  I also reported it in this link (https://support.google.com/googlenest/thread/116896459/m89-firmware-is-unstable-on-google-wifi?hl=en).  A few days ago, the problem became a lot worst.  It became offline twice a day.  The Wifi router and points are running firmware 13729.57.27.  I have also sent the Feedback to Google.

Ebinicoo
Community Member

It is happening to me too

MicrophoneCheck
Community Member

I'm having exact same issues since the recent update. The router's fine. But the Point drops connection on daily basis without rhyme or reason.

They just gave me a replacement router (despite me saying that it was not a hardware issue) and ... surprise, it is still doing it.

Question @MicrophoneCheck do you have any home automation (lights etc) or Apple HomePod type devices on your network?

I have  Mac, Windows 10,  Windows 11 and Chromebook on the network and a Facebook Portal but no smart devices. 

There are several other people who are having similar internet issues on the reddit:

https://www.reddit.com/r/GoogleWiFi/comments/ph1gn8/137295727_firmware_update_latest_cant_find/

Jeff
Community Specialist
Community Specialist

Hey, all.

Just as a quick update, we are still looking at this internally. I know it feels like the process is slow, but there's a lot to pour through with the reports coming. As soon as I know more about the situation. Also, thanks for sharing the reddit thread. The more instances we can find, the more it helps.

Thanks.

Sydtriman
Community Member

@Jeff 

 

Any word on a fix ? This has been going on for almost 2 months now and clearly no better!

 

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Jeff
Community Specialist
Community Specialist

Hey, everyone.

I see there's a few more people with the issue, and it's something we're still investigating internally. We know it's a problem that's being seen a bit more in the community, but as of right now I don't have any updates quite yet. I will keep the thread in the know as I find out more.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

We're still discussing this internally and testing situations and different factors. I have a series of questions and things to check with your intermittent connections. I realize some of this has been answered or checked, but as we're gathering very specific info right now, it would really help us move things along. Thanks so much for your input.

 

Network Connectivity Questions:

  1. How long did the WiFi network work properly before encountering connectivity issues?

  2. How did you discover that the network was having connectivity issues? 

Did any of the WiFi points give audible errors, such as:

  • “I can't reach the internet right now. Check your modem or router connection and try again.

  • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”

  • Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?)

  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)

  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? 

If you know any of this info, please provide it as well:

  • Router brand (make and model)

  • Router security, such as WEP, WPA, WPA2, etc

  • Router software version

  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

Network Connectivity Questions:

 

How long did the WiFi network work properly before encountering connectivity issues?

- It would work anywhere from a few hours to couple of days.

 

How did you discover that the network was having connectivity issues?

- Loading websites would timeout or speed would be limited to few kilobytes/sec.

 

Did any of the WiFi points give audible errors, such as:

 

“I can't reach the internet right now. Check your modem or router connection and try again.

 

“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”

 

- I think I've heard both. Can't remember exactly but I do remember an error starting something with "I can't..."

 

 

WiFi Setup Questions:

 

What is your WiFi setup? (single router or multiple access points - how many?)

- Single router w/ Nest Wifi Router and one Nest Wifi Point

 

What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)

- Router is upstairs. Wifi Accesss point downstairs. Intereference being 

 

Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to?

- No changes have been made to the network setup.

 

What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

- Mesh configuration with one Nest Wifi Router and one Nest Wifi Point

 

-- Along with above answers, I want to reiterate that connectivity issue only started to happen just recently.

 

I'm adding my issue to this cue as well. Glad I'm not the only one having this issue randomly pop up at the exact same time...

 

Network Connectivity Questions:

  1. How long did the WiFi network work properly before encountering connectivity issues?
    Six months

  2. How did you discover that the network was having connectivity issues? 
    Dropped WiFi connection and/or weak signals.

Did any of the WiFi points give audible errors, such as:
No, I have Google wifi without Asst

WiFi Setup Questions:

  1. What is your WiFi setup? (single router or multiple access points - how many?)
    2019 Google Wifi with 1 router and 1 access points. Just added a second access point to extend the signal and hopefully improve connectivity, but the same issues persist. The second AP is a newer model with Asst.

  2. What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)
    1 AP in a detached garage approx. 20 feet from the nearest AP and approx 40 feet from the router. The AP and router in the house are not separated by full walls, but do not have direct line-of-site. The second AP is two walls apart. Note... there were NO issues until just recently and nothing has changed in the environments. The signal just started dropping suddenly. 

  3. Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? 
    No change

If you know any of this info, please provide it as well:

  • Router brand (make and model)
    Google Wifi AC-1304

  • Router security, such as WEP, WPA, WPA2, etc
    Default security

  • Router software version
    Unsure

  • What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?
    Mesh network with 1 router and 2 APs

vietha1
Community Member

I've been having the same issue, but my Nest goes down again after reset in just a few minutes. Google needs to step up and get this resolved or have a recall for this crap equipment

Ebinicoo
Community Member

Same here

Longneck
Community Member

Yup, crap, it’s been doing it here for 6 months, f Ing sick of it