New fiber internet -- Nest wifi drops out constantly

[aphillips]

I have the Google Nest mesh wifi, purchased at Costco in I believe 2020. Router and three points. It worked brilliantly right away with my cable internet from Optimum.

Last week Optimum installed their fiber internet at my home with a new fiber modem. They assured me the mesh network would work just fine and I was able to transfer it over easily enough. The fiber internet is great, super fast, but I've been having trouble with the Google wifi since day one. It works, but the points further away from the router drop the connection constantly. The router is on the 1st floor and if I'm on the 3rd (top) floor of the house it drops in and out over and over. This is a massive pain, especially because I have two printers I need for work that get disconnected, so I have to restart the whole network to prod them back into working again. Everything will connect but minutes later it will drop all over. 

I'm not super tech savvy so I really don't know where to start with this. I'd love some advice as to whether this is a known issue, that the fiber internet is problematic with the Google nest wifi. I do believe this is an issue with the Google and not the Optimum modem. Are there any changes to the settings I can make that will fix this? I really don't want to have to replace the Google wifi system especially because it worked perfectly for years with my cable internet.

Thank you!

[PatrickP_Viking]

Hey @aphillips .

The issue is likely the Optimum device and not your Google Wifi. The typical setup they install is ONT (to terminate the fiber) > ISP modem/router. The ONT is really all you need. With their device in the line, you are adding a second router to the mix and creating a Double NAT situation which is resulting in the drops since the ISP and Google Wifi devices are trying to perform the same functions and interfering with each other.

I am not familiar with Optimum's service so I cannot guarantee the below will work but it is successful with Verizon Fios fiber. You might need to reach out to the ISP if you cannot find or make some of the changes to their equipment/configurations. If they tell you their modem/router cannot be removed (ask why first because it is possible), then they will need to put their modem router in bridge mode with Wifi and routing turned off so you can let the Google Wifi handle everything.

Here's what has worked with Verizon Fios to remove their router/modem from the network. If you deviate from the instructions due to Optimum's requirements and get stuck, please let me know and I'll see what I can do to assist. You can skip the switch steps if you do not have one in the mix.

Network setup recommendations. Please follow the steps outlined in order:

1. In general, this article will assist with basic hardwired setups for future reference: Hardwire Wifi devices with Ethernet 
• For visibility, the setup we'll use is ONT > Google/Nest router > Switch > Points and/or MoCA
2. Delete any current network from the Google Home app. This should factory reset any connected Google/Nest Wifi devices but I'd perfom a manual reset on them to make sure they are as noted in #3.
3. Reset the Google/Nest Wifi devices: Factory reset your Wifi device 
4. Remove the Fios router from the equation. The Fios router is only performing the routing and converting the signal for use with phone and TV, if you have the other services. It can be eliminated completely despite what they tell you.
   • Use this article if you have internet ONLY: Use Own Router with FiOS ONT Ethernet 
   • Use this article if you have internet AND phone or TV service via Fios: How to Use Your Own Router With Verizon FiOS 
     • NOTE: If you have TV service with Fios, you will need to purchase a MoCA device(s) to convert the signal for TV use. The Fios router has one of these built into it (typical) and sometimes is integrated in the ONT (rarely though). Any MoCA devices needed will be covered further down so wait on purchasing one or setting them up until then.
5. Setup the main Google/Nest Wifi device - Follow the appropriate link in the following article for the device you have. Get started 
   • NOTE: you will ONLY be setting up the main router right now.
6. Connect the Switch - Connect an Ethernet cable from the Google/Nest router open port to the input (or port #1 depending on Switch) port on the Switch.
   • Connect a laptop to the Switch via Ethernet to see if you have connection to the internet. If not, restart the Google/Nest router and switch and try again after they both fully reboot.
   • If you do, have connection established, move to #7.
7. Set up Mesh
   1. Connect points via wireless mesh (good scenario) - Follow the instructions in the Google Home app to add points wirelessly to form the mesh network.
   2. Connect points to Switch via Ethernet (best scenario) - These need to be done one at a time to full setup before moving to the next point you want to connect. Connect an Ethernet cable from the first available open port on the Switch to the device on the next floor you want to cover. Connect the other end to the point you want to set up WITH THE POWER CABLE REMOVED. Then power up the point, wait for it to fully boot, and add it to the network via the Google Home app.
      • To connect additional points, follow the above procedure for your mesh configuration for each additional point making sure they are powered off before connecting the Ethernet cable or moving to the wireless setup. This will ensure that the proper connection is established in the Mesh for your preferences.
8. Add MoCA device(s) (if needed) - See the below NOTE first. If you need a MoCA device(s) for TV service with Fios, you can find them  by searching Amazon . DO NOT get the cheapest one as they can cause issues; a mid-range one is a good option at the minimum. You will connect them from an open pot on the Switch or point (depending on the point you have).
   • NOTE: Check the TV service before adding a MoCA. Some newer ONTs will convert the signal and nothing has to be added but this is rare but can save money if it isn't needed.
9. Check the network via the Google Home app - Run a Speed Test and Mesh Test via the Home app. This will verify the network is up and running correctly.
   • If there are issues or errors, power off (no reboot) all of the devices one at a time starting from the furthest device out and working your way back to the ONT. Connect the power back to the ONT and then to each of the other devices one at a time starting with the Google/Nest router and working further out. Retest once all devices are fully powered back up.
   • Once the network is verified as working, make sure other devices can connect to the network.
10. If you are still having issues, please advise with the step the issue occurred on and if the previous steps were completed without errors/problems. We'll take a look if issues still persist to get things back on track.

[LovelyM]

Hello everyone,

@PatrickP_Viking, thanks for the detailed explanation. 

@aphillips, I'm checking in to see if you've tried the recommendations above. I'd be glad to hear from you, so please tell me if you are still having issues.

Best,
Lovely

[LovelyM]

Hi aphillips,

I want to check if you still need help. Please tell me if you have other questions or concerns. I want to ensure you're all sorted out.

Cheers,
Lovely

[LovelyM]

Hey aphillips,

Due to inactivity, I'll go ahead and lock this thread in the next 24 hours. I'd be glad to help you further, so if you still need assistance, feel free to start a new thread.

Many thanks,
Lovely