Wifi Dropping - Devices and WiFi Points

[bknyjp]

Hi everyone,

I've had my nest wifi for almost a year and its been amazing! These lasts two months have been hell. My network is CONSTANTLY dropping and is not reliable, at all. I have 'gigablast' internet with my ISP and can barely watch a movie on Hulu/Netflix without a drop.

Gaming? Forget it. Can't.  I've spoken to google support 4 times via chat and phone, still no fix. As an fyi, I've taken the following steps:

1. 'Network refreshed' my entire network. Twice. Didn't help. (Unplugged my modem and all points.)

2. Chage the DNS to 'custom' input and the server addresses I was given by google. Also did this twice. Didn't help.

3. Factory Reset each wifi point. Didn't help.

4. Factory reset my network. Didn't help.

All of this support was via chat and phone. My wifi is still horrendous. It's so frustrating.

If I'm being honest, I am really disappointed with the support I have been given. I feel like I am being given 'busy work' regarding troubleshooting. I have explained to some of the support staff that I have gone through these steps and it has not worked. Still the same steps are suggested. I just want reliable wifi.

Note - Nothing on my network has changed so there is no reason for the failure. Same network name, same password, pucks are all in the same spot, nothing has changed.

Final note - That's another issue, the pucks are also CONSTANTLY switching from great connection, to weak, to offline (and back again) without being touched in a matter of 5 minutes. What is up with the mesh?! (Yes, they worked flawlessly before these issues.)

[3rd_base]

Completely agree, you'd think they'd give the option to roll back some of the updates until they know what the issue is (and have fixed it) with the newer updates.

[bknyjp]

I'm generally not the person that walks into a store to scream and put on a show to get something addressed. I believe that being polite will often get you more results. With that...Geez this is frustrating. I just want reliable wifi! 

[3rd_base]

Exactly, and I work from home more often than not, so having that reliable connection is vital.  This really needs the appropriate attention.

[bknyjp]

Same. It makes working from home very difficult. Yesterday I was cut off while on a video call with my manager. Needed to switch to a mobile hotspot...smh

[jmwsmith]

Nope. We are left with expensive devices that will stop working without regard to any external factors.  Google wants you to do reset after reset to no avail. We either accept it's poor work performance or buy from a different company. 

[AbigailF]

Hey folks,
 

@Mossy22, I’m sorry to hear you’re having this issue. To confirm, have you already tried the troubleshooting steps I mentioned?
@jmwsmith, were you able to contact our support already? If yes, can I have the case ID number of your interaction so I can take a look?

I’ll wait for your update.

Thanks,

Abi

[Mossy22]

Hi Abi, 

Yes we have done all of the steps and still have multiple drop outs everyday. Our system was only bought Dec 12th and shows good connection on mesh test - there is a wifi point in the same room as the baby monitor and the google hub max and yet both drop out the most. 
I am seriously considering returning it all to the shop as ‘faulty’ I cannot continue to run around resetting everything all day. 

[Jhonleanmel]

Hi everyone,

Mossy22, jmwsmith, and stephonovich78, I'm sorry to hear that you're still having an issue with your Google 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

[Mossy22]

Thanks I have done this form previously but nothing has happened. I have filled it in again now. 

[Jhonleanmel]

Hi Mossy22,

Could you provide a case ID if you've received an email from our support team?

Best,

Mel

[Mossy22]

Case ID 1-2171000033745

[stephonovich78]

Form has been submitted

[msgraves]

I'm having the same issue. Just got my network setup a few weeks ago and it was working fine. Now is constantly disconnecting from the modem and I have to unplug the router to get it to reconnect. Very disappointing. Might go back to my Netgear router...

[bknyjp]

Completely understand. The worst part for me, is that this issue has been pending for such a long time. This would generally not be acceptable in any business sense. Due to the fact that this is an ongoing issue I imagine they've already lost a number of quality customers. Personally I'm happy with my Google everything - I'm just really disappointed with this wi-fi and that solution hasn't been identified.

[msgraves]

Looks like my issues resolved themselves. I made no changes, and my network has been up and running without any interruptions.🙂

[Leogvs]

having same issues. very frustrating. I was blaming my provider. I have Google WiFi for years now and moved to nest few months ago. randomly, connection will drop from all points and will generally come back in few minutes.

[Whocarestop]

Same problem.  Google is really failing lately. 

[wservers]

I've had the same issues for over a year but seems to be happening more frequently now. Sometimes the messy shows all points are strong, but yet I can't connect outside the network. Other times a point that hasn't moved, goes from strong to weak, it offline all together unless I either try refreshing the mesh network or pulling the plug and restarting the weak point.

Im glad I finally found it's not just happening to me. It's been very frustrating and I hope the community response will get Google to find a fix.

[bknyjp]

Fyi everyone. Google has asked for the following. Please share if you can. It can only help...i hope.

Network Connectivity Questions:

How long did the WiFi network work properly before encountering connectivity issues? 10 MONTHS

How did you discover that the network was having connectivity issues? DEVICES KEPT LOSING CONNECTIVITY.

Did any of the WiFi points give audible errors, such as:

“I can't reach the internet right now. Check your modem or router connection and try again. -NO

“I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app” -NO

Something else? (Please note the error message, or how the issue was discovered) -NO

WiFi Setup Questions:

What is your WiFi setup? (single router or multiple access points - how many?) NEST ROUTER AND 3 PUCKS

What is the location of the affected WiFi point in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?) ALL POINTS AND DEVICES ARE AFFECTED. DEVICES DROP WHEN IN THE SAME ROOM AS A PUCK.

Did you change yourWiFi setup recently / was it was working fine before / what did they use before and what did they swap to? NOTHING CHANGED

If you know any of this info, please provide it as well:

Router brand (make and model) ARRIS CM8200

Router security, such as WEP, WPA, WPA2, etc - DEFAULT

Router software version - LATEST VERSION

What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc? - IM USING GOOGLE NEST WIFI WITH 3 PUCKS

[NoMoG-Mesh]

Done with this!  My new Eero 6 has just arrived.

[bknyjp · Accepted solution]

It is with great sadness that I am resigning from my position with google nest wifi. I have received an offer from netgear orbi that provides stability. Thank you for what you have taught me. 

[Jeff]

Hi, everyone.

I wanted to check in and see how everyone was doing with this. It's been a few weeks since we've seen any posts here, so if anyone is still seeing this issue, please let me know and we can pick things back up.

Thanks.

[dwarfcow]

I was hanving constant dropouts back in late Feb mid March, I reset everything and unplugged each router/point and it seemed to restore function for a time, it has now started up again, begining yesterday random wireless points would become "weak" and or go offline.  This morning tow of my wifi points were off line, when I tested the mesh, 4 we're offline, w were weak and the hard wired router seemed function remotely, but no wireless device works in the house above maybe 50kbps and basically all websites timeout on a y device.

There is something seriously wrong with the mesh system, I'm just about ready to jump ship to a wifi6 mesh system, if most of my main devices weren't hardwired through a different network I would have thrown all 7 of my nest products away months ago.   Everything previously worked fine for years (Google wifi and subsequently nest) until this debacle.  It doesn't take a company this big with so many users half a year to figure their crap out.

[jmwsmith]

I have been having multiple issues with my Nest WiFi losing internet connection on several of my devices. I have tried all the previous recommendations but nothing seems to work.  I am close to just removing my Nest WiFi and use the Wifi from my Arris Surfboard router/modem instead. Google is a really good brand but not being able to provide a solution to our situation is just bad customer service.

[Mooreman120]

Yea mine has been acting up badly

[RobAndres]

My Access Point stopped working(connecting) today.  I did a factory reset, moved the point closer to the Router, nothing works.  It'll say it's connected then 1 minute later it's lost and no connection.  It worked flawlessly for 2 years till today.

[Mossy22]

We have just bought a google nest router with 2 wifi points and it is constantly dropping the google hub max, our baby monitor and the printer off it. Even if it is located right next to the wifi point. When I run a mesh test it says good connection on all?

[xcat]

I thought that Google had resolved the issue because I factory reset my Google Nest Wifi including 3 pucks and everything started working fine again, but suddenly the dropping restarted. Drops everyday in the same manner as described by bknyjp. I factory reset (which is an annoying process), things work for awhile, then out of no where, all devices drop and reconnect repeatedly until I either reset entire network or factory reset entire network again.

I’m now realizing that the dates in which the dropping issue occurred for other people don’t align with mine. My dropping started in 2023, but worked fine all throughout all of 2022, so it doesn’t seem like a software update.

[xcat]

It might be worth noting that device dropping seems to occur when one device starts using high internet speeds like when a download ramps up to ~700mb/s. Then suddenly all devices start dropping and reconnecting repeatedly.

[LovelyM]

Hello everyone,

Thanks for reaching out and I'm sorry for this experience. 

A few questions: when did the issue start? Were there any recent changes made? Have you tried the troubleshooting steps that bknyjp has taken?

Please share with me the software version of your Google Nest Wifi and network topology.

Looking forward to your response.

Cheers, 
Lovely

[LovelyM]

Hi folks,

I know it has been a while, but I want to ensure that everything is covered on your end. Please inform me if you still need a helping hand.

Sincerely,
Lovely

[LovelyM]

Hey there,

I'm checking in to make sure that you've seen my responses. Please let me know if you have additional questions or concerns before I close this thread within the next 24 hours. 

Thanks, 
Lovely

[Jeff]

Hey, Mike83725.

Sorry things are and have been bumpy for you. I can see that would be quite frustrating. Do you mind letting me know if you're using Android or iOS for Google Home?

[Jeff]

Hey, Mike83725.

So the status lights can mean a variety of things based on the color and the pattern. Here's a full list of the lights and what they mean: https://bit.ly/2Z0wQcl.

You mentioned that you're seeing a solid blue on your router? That indicates a factory reset in process, but if your device is functioning, it's definitely not in the middle of a factory reset. There's a possibility that your device is giving off a signal it's not supposed to give. Take a look at the list of status lights and see if there's any others you've noticed. If so, let me know what you recognize and we can dig deeper.

Thanks.

[Jeff]

Hi, everyone.

Just as a quick update, there is a firmware update that will be rolling out. Some of you may have already received it and others will be getting it soon. There's nothing you need to do in order to receive it, updates are pushed automatically. Hopefully with the update many of you will see improvement in your networks. If you get that update and don't see a change, please let me know.

Thanks.

[Jeff]

Hi, Mike83725.

Using the Home app you can view the version. Here are the steps.

1. Open the Google Home app .
2. Tap the device you want to check Settings Device information.
3. Scroll down to view your software version.

If you're seeing version 13729.57.27, you're still on the current (from September) firmware version.

Thanks.

[Jeff]

Hey, all.

Just as some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

[TheKopester]

Hi Jeff, any suggestions how I get the updated firmware? Mine is showing to be 13729.57.27. Thanks in advance.

[dwarfcow]

that appears to be the software version for the nest routers in my home, but the wifi points have a completely different naming convention, and they are the ones (along with the google wifi router) that are going haywire (software version reporting on one of the ones that will connect is 1.54.294928).