New firmware on nest routers broke all my nest cams

[abellaj]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster:Raffihome

Hi Google,

I have 5 Nest routers in my house and 3 nest cams. I have never had any issue but since end of may When a software update was pushed to my nest routers and I started experiencing daily disconnect on all my nest cams. I am here hoping that the engineering team read my message and could fix this terrible bug on the routers. 

I opened a case with support  and after so many hours of  troubleshooting my issue has not been fixed. It was also clear the your router and cameras support teams don’t talk to each and I had always been the bridge between the two. 

Anyway - the point is, the issue has not been fixed yet and I recently found other people having the same issue, you can click on the thread below and go all they to the last post ( when the thread was closed by the admin?!?!). It appears that the issue has impacted others and it is indeed linked to the new firmware of the nest router and how it deals with 5ghz and 2.4ghz.  

https://support.google.com/googlenest/thread/114386925/who-has-both-nest-cam-outdoor-cameras-and-nes...

I am at point where I do really need the cams for the safety of my family and I have no choice but to replace all my nest routers with another brand. It’s a pity because the product is good but the lack of prompt solution is appealing, especially when both cams and routers belong to Google!

I am here trying one more time - can the engineering team fix this please?

[Long]

I have the same issue.  Dear Google, when will you have the fix?

[Jeff]

Hi, Raffihome and Long.

I'm sorry about the issues you're having with your Nest devices. I know it can be frustrating when things don't work, especially when everything was fine before an update. The good news is that a new update is rolling out now and it will bring updates to your devices that are designed to improve performance and reliability.

You don't have to do anything to receive the update. The Nest WiFi will automatically update itself as it becomes available.

I'll keep things updated as we have more information to share. Please feel free to update the thread with any new issues or if things improve for your situation.

Thanks.

[Jeff]

Hey, everyone.

I’m just checking in real quick to see if we needed anything else here or if we were able to resolve the problem. Let me know if there’s anything else I can do here.

Thanks

[Jeff]

Hi, everyone.

As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.

Thanks