Switched from Google Nest Wifi to Nest Pro but same issues with apps persists

[Lovelabs]

We have had Google Nest Wifi for almost 4 years. Worked flawlessly. For the last 2 months, we have been experiencing issues where Google Home app on my Samsung phone won't refresh connections, won't show wifi schedules, and apps like Youtube or GoogleTV or Google Voice won't work because of "no internet", wifi points would randomly show offline. This was intermittent, Even our Google Home speakers would say "hmm...something went wrong..try again". Only things unaffected are laptops and other computers on Wifi. 

So we bought Nest Pro. Right off the bat we had trouble setting it up from Android app. Did everything from deleting home, deleting app, cache, reinstalling. Finally what worked was setting up from my wife's IPhone!!! 

We set up the main point and an additional one. Same exact symptoms and issues. Basement wifi, which is a one floor below but about only 20 feet away would randomly go offline. Same issue with Google Home app - sometimes they work and sometimes "unable to refresh". Youtube won't show any videos. Same issue with other apps. And laptops are fine. 

Read somewhere to try turning off Cloud services and restarting all points. Followed that procedure. Things were normal for a few hours, and then same issue again! I even tried moving my main Wifi and second point real close to each other. 

Does anyone know what changed where recently? It can't be my walls or my floor or my home. If I can't use schedules to control kids devices, there is no point in having Google Wifi. Can just stay with main Fios router.  

[AndersC]

Hi @Lovelabs,

Thank you for your post in the community. I am sorry to hear that you have been experiencing these inconveniences with your Nest Wifi devices, despite your upgrade to Nest Wifi Pro. I am here to assist you.

In order to determine the reason for this, please confirm and perform the troubleshooting steps below:

1. Check if the affected devices are 2.4 GHz- and 5GHz- capable:
   • Find out if your devices can use a 2.4 GHz or 5 GHz band. For more information, refer to How Nest Wifi and Google Wifi 2.4, 5 GHz, and 6 GHz bands work.
2. Check for any special characters or spaces in the SSID or password:
   • Remove any spaces or special characters from the SSID or password, if there are any. The SSID and password are both case-sensitive, and if there are special characters or spaces, it might cause connection issues. Special characters could be apostrophes, commas, underscores, quotation marks, and UTF-8 (emojis).
3. Check the mesh connection for weak Wi-Fi points:
   • Run a mesh test to check the connection of their points. If they get a "weak" rating, try moving the Wi-Fi point closer to their primary router or point.
4. Run a 5-minute power cycle:
   • Disconnect the modem from its power source.
   • Unplug the Ethernet cable and power cord from the router.
   • Remove the power cord from the points.
   • Leave everything unplugged for 5 minutes.
   • Start a timer to track.
   • Check the make and model of the modem, and make sure there isn't a backup battery. If there’s a backup battery, remove the battery, otherwise it won't perform a power cycle.
   • Connect the power cable to the modem and allow the modem to fully turn on before proceeding.​ This process can take up to a minute. All light indicators should be solid colors.
   • Connect the Ethernet cable, then the power cable, to the router. Wait until the modem is fully back online.
   • Connect the power cable to the points.
5. Make sure to double-check the model to verify if it's a modem, modem and router combo, or router.
6. Change the password on Google Wifi's network.

Please keep me posted. I'll look forward to your response.

Regards,

Anders