Terrible Nest Point Connection since firmware

[ChrisInMich]

Everything was great at beginning.  

Nothing changed except firmware months ago. 

System now needs constant attention daily. Points will alternate between no connection,  poor connection,  good connection and often great connection.   Nothing in the home is changing. 

The download speeds at the modem are very fast and not an issue. It is the points!

Google, this is still an issue and so frustrating to spend so much on a system only to have it be garbage after a few months. 

[Jhonleanmel]

Hey ChrisInMich,

I'm sorry for the trouble this may have caused you — let's see what's going on. 

Are you using a modem/router combo from your Internet Service Provider (ISP)? What devices are having this issue? Also, how did you restart your network?

Give these steps a try:
 

1. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
2. Remove any special characters in your network name and password.
3. Set a custom DNS at 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
4. Unplug the power from your Google Wifi devices for 2 minutes.
5. If the issue persists, try factory resetting your network.
    

Let us know how it goes.
 

Best,

Mel

[Princesss]

Hey ChrisInMich,
 

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[ChrisInMich]

Hi all

Nothing has helped,  only thing I'm clinging to is the firmware upgrade that's yet to happen.

Still erratic performance between points from very fast and very good to completely disconnected or weak.

[klowenst]

There are so many reports of this issue and no one is getting any actual help. Sad!

[Jhonleanmel]

Hey folks,

@Princesss, thanks for the follow up.

@ChrisInMich and @klowenst, we appreciate you getting back to us and sorry for the delay.

I just wanted to jump in again and let you know that a new firmware release is going out now to the WiFi routers and points. You won't need to do anything to receive the update and it will install automatically once it's available for your hardware. Over the next 1-2 weeks the update will be pushed out to all users. There are a variety of performance updates and bug fixes in the release, so I'm hoping this clears up the issues you're seeing here. Let me know if you have any questions about the update.

Thanks,
Mel

[ChrisInMich]

Hi Mel, I'm not holding my breath, but I am hoping nonetheless.  Thank you very much for the update. 

[Jhonleanmel]

Hi ChrisInMich,

We appreciate your patience. Let me know if you have other questions ― I'd love to help.

Best,

Mel

[Jhonleanmel]

Hi ChrisInMich,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Jhonleanmel]

Hi ChrisInMich,

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,
Mel

[ChrisInMich]

Mel,

Appreciate you checking, but why not keep this open until the new firmware finally gets to me?  Nothing I can do before then. 

[Jeff]

Hey ChrisInMich,

Since we decided to wait to see how the firmware update impacts things, I'll keep this open until we can see how that works out for you. If anything changes in your situation, just let us know. Otherwise, we'll see how the firmware update goes.

Thanks,

Jeff

[Jeff]

Hi ChrisInMich,

Just as a quick update, here are the firmware version numbers for the update that's going out now.

Google Wifi: 14150.376.32
Nest Wifi router: 14150.376.32
Google Wifi (2nd gen): 14150.376.32
Nest Wifi point: 1.56.315675
If you're seeing those numbers on your device software version, then you have the newest release. If you're still on an older version, you should expect to see it soon. Let me know if you have any other questions.

Thanks,
Jeff

[Jhonleanmel]

Hey folks, 

Thanks again for helping here, @Jeff. 
@ChrisInMich, I hope you've got the answer you're looking for.  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,
Mel

[ChrisInMich]

Sadly,  I have been upgraded as anticipated.   All was well for a couple days and then boom, complete mess again,  same as before. 

Internet speed is blazing, modem is fine, this is a Nest issue.  No concrete or anything in the way.  3 points are plenty close to each other.  They work great until they don't, without a single change in the environment.

[Jhonleanmel]

Hi ChrisInMich,

Thanks for reaching out and 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,
Mel

[aatienza]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.
 

I appreciate the help, Mel.

Thanks,

Archie

[Foxhole279]

Good morning all. After doing some searching through threads and troubleshooting after my own troubleshooting has failed to help, I have found this thread which is most like my own setup/symptoms. 
I have a Google Wifi with a single point. Have been having connection issues for months. I tossed it up to poor ISP service (Comcast/xfinity) to the point to where I received a new modem from them which didn’t resolve the issue. I resorted back to the google wifi being the choke point of problems and after looking at my point’s firmware, I suspect this is the same problem as reported. I have the H2E: 

Software version: 1.56.315675

System firmware version: 315675

Cast firmware version: 1.56.315675

i have not seen an updated firmware version as referenced above. I am very close to just tossing this system and going with others shown on various threads. 

[Jhonleanmel]

Hi Foxhole279,

Thanks for reaching out and 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,
Mel

[Jhonleanmel]

Hey Foxhole279, 

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

Best, 
Mel

[Foxhole279]

Form has been filled out with same information as I reported above.

Thank you,

[Jhonleanmel]

Hey Foxhole279, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Mel