When will google fix the problem with point going offline ?

[darsen4u]

Happy to know that Google released the next version of Wifi Pro Router supporting WiFi6. 

But what about the issue where the points randomly going offline everynow and then...whenever I move closer to the point I get a terrible connection speed and unreliable network connection. I have 1 Gbps  internet speed. 

There is already a thread open from last year, where people discussing the same and frustrated about it. 

Instead of fixing that issue, don't say that we need to for the expensive upgrade.  Else you need to arrange a buyback program for the crappy points devices google sold so far.

[SpottedQuoll]

Oh, don't be mistaken: this is a bug in the software of Google Nest WiFi's cloud implementation.  The new expensive devices will suffer from it in the exact same way.  Now's the time to broadcast this far and wide, so people are aware what they potentially buy into (not to forget the crappy level of support that comes with it, as we all know here).  They promised it would be fixed in firmware updates repeatedly.  The most recent firmware update also did not fix it.  The only way will be to continue making new threads on these issues, so this remains continuously front and centre on these fora for people to see.  When you Google some of the more common issues, you actually already get linked to some of these threads due to their sheer number of replies.  Soon when you Google the products themselves, you might end up on these threads showcasing all issues, which is probably for the best.

[darsen4u]

It looks like nobody cares..! I saw several threads and no solution. I have been using this product since last year and is frustrated and running out patience. Will wait until this Black Friday, if not getting better then I am switching.  😑

Was surprised to see they launched another expensive router without fixing this basic issue. 

[Bagatov]

Also don’t understand why this isn’t getting attention, multiple threads on various forums.  It keeps knocking me off conference calls during the day and it has made me lose all faith in google products.  I blamed my ISP for the longest time before briefly trying another mesh system and having the issue go away.  Pretty coincidental this starts occurring in the midst of a updated product being released.  Think I’m going just to order the Asus Zen 6E mesh system and call it a day.

[darsen4u]

I think we need to start discussing the best alternatives on these forums. 😆 What's your opinion about Netgear Orbi Mesh.. **bleep** expensive though.. 

[Bagatov · Accepted solution]

I cancelled my Nest Wi-Fi pro preorder and just ordered the Asus Zen 6E system.  Pricier, but I don’t care - I just don’t trust this isn’t a systemic issue with the Nest software and I have no desire to find out if that’s the case.

[Jhonleanmel]

Hey Folks,

Thanks for posting — let's see what's going on. 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices? 

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.
8. Setup the access point near the main point first, then relocate it once the setup process is finished.

Let us know how it goes.

Best,

Mel

[Bagatov]

Have done all of this multiple times over the past 6 months.  These are basic troubleshooting steps - is Google trying to reproduce the issue themselves so they can suggest other steps besides the obvious?

[Jhonleanmel]

Hi Bagatov,

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 Bagatov, 

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

Best, 
Mel

[Bagatov]

Nope, bought the Asus Zen ET8.

[Jhonleanmel]

Hi Bagatov,

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

[Jhonleanmel]

Hey folks,

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 everyone,

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