When will Google fix the problem with points going offline?

[SpottedQuoll]

This problem is still happening: https://www.googlenestcommunity.com/t5/Nest-Wifi/When-will-google-fix-the-problem-with-point-going-o... .

It started happening to me less than a single day after the latest firmware arrived.  Nothing in my setup changed.  It worked before, now one of my points randomly disconnects every couple of days.  A power cycle is needed each time for it to reconnect.

The problem is obviously the firmware update.  The developer team needs to fix their firmware.  @Jeff @Jhonleanmel @JenniferV , do your paid job and go instruct the developers to fix the firmware.  Stop gaslighting your paying customers with forms and unfulfilled promises.

[Jiyoung]

I started with google wifi with 1+2 setup, which was grown to 1+5 with 3 more next wifi. Google wifi started becoming offline which made me replace (old) google wifi with nest wifi 2 years ago. Nest wifi points starts showing the same problem, making me take care of them with power cycles from time to time. I need a solution, too.

[Jhonleanmel]

Hi everyone,

Thanks for posting ― let's get this sorted out.

A quick question: do you have Google Wifi or Google Nest Wifi?

@Jiyoung, 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

[Jiyoung]

It happened to me again today. Everything done except 1 and 7 for now..

[Jhonleanmel]

Hey everyone,

@Jiyoung and @jonbrevad, 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

[jonbrevad]

Hi Mel,

I'm also having this issue for the past month or so. Using Google Nest Wifi Router with connecting to two wifi points. Connected to an NBN 'router'. Had no issues the past two years, been great. Now what happens is when setting up the network, the two wifi points have 'Great Connection' which can last for up to 5 days. Then the connection quality seems to drop to 'Good connection', then weak connection to offline and can't get it back without a power cycle, which then seems ok for a bit before intermittently going offline as described above.

As of yesterday, I have done a total factory reset of each point, and my main Nest router. Everything came up 'Great connection'. Sometime overnight its gone bad again, one wifi point is offline, the other is 'weak connection'. 

Further to this, I've noticed even browsing the internet near the main router is also pausing and taking a long time to load. 

It's either a bad firmware update, or my router is on the way out.

I've changed the settings you mentioned above already as I've been reading many others having similar issues.

Is there some kind of test Google can do to check if the hardware is going faulty?

[Jhonleanmel]

Hi jonbrevad,

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 there, 

@Jiyoung, checking back in — have you had the chance to fill out the form?

Best, 
Mel

[jonbrevad]

Yes, I filled it out days ago. Have you not received it?

[Jiyoung]

Yes, I just filled out the form.