Our Geneva Decon still disconnects from the Nest Wifi network after upgrade to 14150.376.32

[Hawox]

Seems like my last post on the same issue was prematurely closed. 

It worked fine for a while, but after a system reset today because of missing internet connection we are back to where we were with dropouts ☹.

IPv6 and DNS settings remains intact after the reset.

[AbigailF]

Hey Hawox,

Thanks for posting. I'm sorry to hear that the issue has occurred again. Have you tried to power cycle your modem router after you lost service from your Internet service provider? If not, please try the steps below:

• Remove the power from your modem and the Ethernet cable from your Nest Wifi router 
• Remove the power from your Nest Wifi router and other points
• Keep it all unplugged for 2 minutes. 
• After that, plug the power back into your modem and wait until the modem is online. 
• Once your modem is online, connect the Ethernet cable and the power back to your Nest Wifi router and then wait until it's solid white. 
• When it's online as well, connect the power to your other points and wait until those points are online as well.

Setup your network and see how it goes. I'll wait for your update.

Regards,
Abi

[AbigailF]

Hi Hawox,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Abi

[AbigailF]

Hello Hawox,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks, 
Abi

[Hawox]

Hi, I have not tried a full power cycle of all Nest points, only the modem and the router, but I am not sure if doing so will change much, as the issue seems to come and go. At the moment the connection is more stable again, so it is difficult to know what is the reason.

[AbigailF]

Hi Hawox,

Thanks for the update. I'm happy to hear that your network is more stable now. Let us know if the issue happens again. I suggest trying out the troubleshooting steps I mentioned just to see if that will help. I'll keep this case open for a few more days to give you time to update us. Let us know if you have any other questions or concerns for now.

Regards,
Abi

[Hawox]

Hi, did the power cycling a couple of days a go, but have not really tested the streaming again after that before now, and now it is back do dropping out after a few seconds again :(.

I am not sure whether it has anything to do with the power cycling, I don't think this does much, so I believe it is a general instability and connection issue.

I am, like many others on this forum, really looking forward to an update that fixes this problem, or a definite statement saying it will not be fixed, so that we can get other gear that works and are not waiting in vain for something that will never come. 

[AbigailF]

Hi Hawox,

My apologies for the late reply. I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Abi

[AbigailF]

Hey Hawox, 

Checking back in — have you had the chance to fill out the form?

Best, 
Abi

[Hawox]

Hi,

I filled it in and sent it many weeks ago, without anyone acting on it, but I'll look into it.

[AbigailF]

Hello again Hawox,

Apologies for the late reply. You mentioned that you filled out a form many weeks ago. Could you show the exact thread where you were asked to fill out a form? I'll wait for your update.

Regards,
Abi

[AbigailF]

Hi Hawox,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Cheers,
Abi

[AbigailF]

Hey Hawox,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Abi

[Hawox]

Hi, I've been on holiday for the last days but will go back home today. I check the status then. Thanks!

[LovelyM]

Hi folks, 

I appreciate the assistance, Abi.

@Hawox, I hope your holiday went well. We'll be waiting for your update. If you did not receive any email by any chance, kindly fill out the form that Abi provided in this thread so we can get your issue worked on as soon as possible.

Looking forward to your response. 

Many thanks, 
Lovely

[Hawox]

Form filled and sent.

[LovelyM]

Hello there, 

@Hawox, thanks for completing the form; we have received it. Soon, a member of our support team will contact you via email. Also, this thread will be locked within 24 hours. 

Best,
Lovely