Weak Connection

[brownel02]

I have a split level home of roughly 2700sf.  My nearest neighbor is about 1/2 mile away.  No new services/devices have been added to my house although 1 wall was removed to create a more open concept.  My services come into the basement (power, cable, internet...).

Case 1: For the past 3 years I have had my 1st Google Wifi set up in the basement attached to my router.  My 2nd point is in my dining room (1 room and 1 floor away), 3rd point is in the living room (2 rooms away but within eye sight, no walls).  

I started having internet issues about 3 months ago (weak connection, dropped service, tv (in living room) buffering.  All speed tests show 450+Mbps and all connecting lines are CAT6.  I followed these instructions (they have been given multiple times on this forum): 

*Do a full power cycle of the network - this will allow the entire network to re-establish connections. Here's how to do it properly.

• Disconnect the power cable and Ethernet cable from the Google Nest Wifi router.
• Disconnect the power cables from the other Wifi points.
• Disconnect the power cable from the modem.
• Allow the power to stay disconnected from all for 5 minutes.
• Connect the power back to the modem only and wait for it to fully boot back up.
• All lights should be lit up before moving to the next step.
• After the modem is back online, connect the Ethernet cable to back to the Google Nest Wifi router's WAN port (globe symbol).
• Connect the power cable back to Google Nest Wifi router and to other Wifi points.
• Allow the all Wifi points to be fully back on.

These instructions made no difference to the signal quality, still showing as Weak on both of my wifi points.  

Case 2: I moved my Main Google Wifi to the 1st floor running new CAT6 back to my router (30').  My 2nd wifi spot is now in the living room (eye sight to the main Google wifi modem) but the signal still shows as a Weak connection. No 3rd wifi puck is currently installed.   

Any help on getting my service back to stable before I ditch these pucks?

Thanks

[Raymondo]

Mel,  Best solution is to get rid of Google Nest. It doesn’t work and Google refuses to acknowledge they have a problem. I switched to Linksys and have not had an issue since. 

[Jhonleanmel]

Hi Raymondo,

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

Best,
Mel

[Jhonleanmel]

Hi Raymondo,

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 other questions, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[Glynne]

8.8.4.4 not a valid server number - Am I right in assuming that the secondary is the 2.4ghz channel? 

[Jhonleanmel]

Hey folks,

Thanks for getting back to us.

@staghornleghorn, have your had the chance to try the steps above?

@Glynne, make sure that you are putting 8.8.4.4 under secondary server on the Home app. Also, 2.4 Ghz is one of the dual bandwidth of your Google Nest Wifi network.

Keep us posted.

Thanks, 

Mel

[Glynne]

Mel, again 8.8.4.4 not a valid server number

[Jhonleanmel]

Hi Glynne,

Do you mind posting a screenshot of what you're seeing in the Google Home app when you type in that secondary server?

Thanks,

Mel

[Glynne]

Mel, 

Second has now been accepted however it now asks 'Enter at least one valid IPv6 custom server'

And it would be more simple if the app was available for windows...

[Jhonleanmel]

Hi Glynne,

Thanks for the update. You need to turn off your IPv6 first before entering custom DNS. 

Regards,

Mel

[Glynne]

If I do that my TV stops working and numerous other connected items 

[Jhonleanmel]

Hi Glynne,

Could you turn off IPv6 and then check if your other devices will stop working?

Keep us posted.

Best,

Mel

[Jhonleanmel]

Hi Glynne,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

[Glynne]

Currently in the ME, Ill be back in the UK in two weeks so will report back then 

[Jhonleanmel]

Hi Glynne,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

[staghornleghorn]

DO NOT LOCK/CLOSE THIS THREAD. We are still waiting for Google to provide a solution to their connectivity issues.

[Glynne]

I agree, dont close the thread.

The google system is sold as a wifi system and we are told to have the repeaters in line of sight. Might as well go back to infra red 

[Vsr]

So has google done nothing to fix this problem?

[Vsr]

I just bought a google nest point, and it says weak signal when plugged in 25 feet away from the nest WiFi router. Then just to test, I put it literally 8 feet away in perfect line of sight, and it still says weak signal. How do we get a fix to this? If not, will google refund people their purchases?

[Jhonleanmel]

Hi Vsr,

Thanks for letting us know. Have you had the chance to try the steps above? If so, how was it?

Best,

Mel

[Jhonleanmel]

Hi Vsr,

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 Vsr,

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.

Best,
Mel

[Vsr]

Hi - I managed to solve the problem.

The solution - I unplugged my Google Home Mini. As soon as I did that, the wireless connection signal to my Google Nest WiFi point went from weak to strong.

I guess I won't be using the Google Home anymore!

[staghornleghorn]

• Yeah, that seems coincidental lol

[Vsr]

I would not have posted it if I thought it were merely coincidental.

When I plugged the Google Home Mini back in, the signal strength on the Nest Point went back down and it became unusable. 

[staghornleghorn]

Ok. No offense. Just seems to obvious. However, then that solved your issue luckily. However, I think the rest of us don't have such easy luck.

[Vsr]

I feel ya. The reason I shared is because perhaps my experience might indicate that the Google Nest Point suffers from interference issues from other WiFi devices in the household. You might as well disconnect some of your other WiFi devices to see if this also improves your Point's connection. If so, then at least we're all a little closer to understanding what causes the problem. 

However, if the only way to improve the Point's signal is to disconnect other WiFi devices, that's obviously a pretty awful solution!

[Glynne]

Using a simple phrase, 'its not fit for purpose'. No wonder I see so man second hand units for sale. 

[staghornleghorn]

I agree fully. However, sad if a Google product interferes with a Google product. You'd have hoped that those devices would be first tested. Just my 2 cents. But again anything is possible with technology. What is even sadder is that we have to go through all of this for a supposedly easy solution. That is one of their selling points!

[Jhonleanmel]

Hi everyone,

Thanks for getting back to us and sorry that you're still experiencing issues with your Google Nest Wifi network. I will keep the thread open until you're able to try the steps suggested above, @Glynne.

To all, 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

[staghornleghorn]

Sorry, is this form going to get me money back? Then I will fill it out.

[Jhonleanmel]

Hey there,

@staghornleghorn, the form is for our team to take a deeper look into what is happening and what other options can be done to resolve your issue.

@RickO1, give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. 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.
3. Remove any special characters in your network name and password.
4. Turn off IPv6.
5. Change your DNS server into 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.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Jhonleanmel]

Hey folks,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

[RickO1]

Hi Mel,

Followed your suggestion. Network connection still drops out multiple times daily.

Rick

[Jhonleanmel]

Hi RickO1,

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 RickO1,

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. 

To all, if you're still having issues after trying the suggested steps above, please fill out the form so we can take a look at what's happening with your devices.

Best,

Mel

[Jhonleanmel]

Hey foks,

@staghornleghorn, have you had the chance to fill out the form?

Best, 
Mel

[Jhonleanmel]

Hi staghornleghorn, 

I wanted to follow up and see if you are still in need of any help. If so, please fill out the form so we can help you further.

Best,
Mel

[staghornleghorn]

pls close the ticket. i found that factory reset of the devices didnt fix the issue. However changing the name of the device did. My network seems to be running as expected. not sure why the one access point was causing my entire network to drop. I also noticed after a reset the network worked until i ran "test mesh" that either made the network weak or offline. Reset and renaming the point seemed to fix the issue.

[RickO1]

Mel 

I replaced the system today. Hope I can sell it.  Thanks for your help.

Rick

[Jhonleanmel]

Hi folks,

Thanks for letting us know about this, @staghornleghorn.

@RickO1, we're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

Best,

Mel