Terrible Connection Since Firmware Update 14150.883.17

[Amaan]

Basically as title says, but since 14150.883.17 I have had horrible dropouts.

[virnab]

Hi Amaan,

Thank you for reaching out to our community.

I’m sorry to hear that you have been having horrible dropouts since firmware update 14150.883.17. I would be more than pleased to help you with this inconvenience, so don't worry.

Before we get started with further troubleshooting, let me ask you some important questions:

• Do you use a modem and router combo?
• What’s the color of the light on the parent point (ISP router)? Does the device LED switch from orange to teal (or white) continuously?
• How far are your Google WiFi points from the primary point (ISP router)?
• Is there a switch on the network?
• How far are the WiFi points from each other?
• Could you please check if there are any special characters or spaces in the SSID or password? (Specific characters, like apostrophes, commas, underscores, quotation marks, emojis, or spaces, might cause connection issues.).
• Could you please run a mesh connection test for weak WiFi points?
• Did you ask your ISP to enable your modem on bridge mode?

Thanks for your kind attention; I will be looking forward to your answer.

Best regards,

Virna

[Amaan]

Fiber modem to google nest router. 3 more nest routers throughout the house, all normal white LED. They are close enough to always measure either good or great connection (typically great) via the mesh test. No special characters in the SSID or password. 

No idea about the modem on bridge mode.

These issues did NOT happen daily prior to this firmware update. The network did require a 1x a week restart for stability. Now, it is never really stable. It is good often, but there will be times daily when I get a lot of packet loss in video games (across different games, on different devices, noted by different people in my house). Again, overall stability is NOTABLY down after this firmware update, and many on Reddit found the same to be true. Reddit link: October firmware update... : r/GoogleWiFi
another: Nest Router Firmware version 14150.883.17 : r/GoogleWiFi

[virnab]

Hi Amaan,

Thank you for your prompt response and reporting your findings in other threads. I appreciate the important details you provided me to better assist you. 

Based on the information you shared with us, I can recommend trying to change the DNS. Please follow these instructions:

• Open the Google Home app.
• Tap on favorites (heart icon).
• Tap WiFi, then go to Network Settings (the gear icon), then tap on Advanced Networking.
• Tap DNS.
• Select Custom, then enter "8.8.8.8" and "8.8.4.4.". (If you are in the USA, Canada, or Australia.)
• Note: If you are located in another region, use a custom DNS or your ISP (Internet Service Provider) DNS.
• Tap Save.

Thanks for your attention. I will be looking forward to your answer.

Best regards,

Virna

[Amaan]

Should I enable IPv6 or no

[virnab]

Hi Amaan,

Thanks for your prompt response.

Regarding your question about enabling IPv6, it is not required, but you have the option to do so.

IPv6 strengthens the security of your network. The main function of the IPv6 is to allow devices to use a significantly greater number of distinct IP addresses. Given that there are currently billions of devices connected to the internet and that number is only increasing quickly, the outdated IPv4 protocol cannot supply enough unique addresses for new devices. You may read about the extra advantages of IPv6 in this article.

Thanks for your attention, I will be looking forward to your answer.

Best regards,

Virna

[Amaan · Accepted solution]

I would like to note that these fixes did not help. Since me and several users on this forum and on Reddit noted issues after firmware 14150.883.17, this is on Google to fix. I will not buy a Google wifi product ever again.

[virnab]

Hi Amaan,

Thanks for keeping me updated with your situation. I am sorry to hear that the troubleshooting techniques suggested did not fix the difficulty. Even so, we can try the steps provided with two adjustments in the instructions:

1. Disable the IPv6.
2. When you change the DNS, at the end, please, in the last step, tap “save” twice.

Please let me know how it goes.

Best regards,

Virna

[Amaan]

I did, that is not a solution

[virnab]

Hi Amaan,

Thank you for your prompt response. I apologize that you continue having the dropouts with your Google WiFi, even though you’ve already tried the troubleshooting steps recommended. I understand how frustrated you’re feeling with this inconvenience, so we continue working for you, looking for the solution.

 My team would like to know more about this behavior. When you get a chance, please fill out this form. Remember to include the link to this post. Let me know when you’re finished. From there, we'll contact you via email. 

Let me know when you're finished. Your confirmation is crucial to ensuring that I can follow up on your case effectively.

Best regards,

Virna

[Amaan]

Completed.

[virnab]

Hi Amaan,

Thank you for your confirmation.

Please be aware of your email; one of our agents will contact you as soon as possible to provide a follow-up.

If you have any other questions or need further assistance, please feel free to contact us whenever you need it.

Best regards,

Virna

[thebruce888]

it looks like the mods are trying to kill this thread and moving my post, so im adding here again. https://www.googlenestcommunity.com/t5/Nest-Wifi/PSA-Do-not-buy-Nest-Wifi-or-Nest-Wifi-Pro-routers-u...

[thebruce888]

adding the reddit thread too https://www.reddit.com/r/GoogleWiFi/comments/1da1h9o/google_nest_wifi_keeps_going_offline_almost_dai...