Wifi dropping

[BelGor]

For the past 3 - 4 weeks by google nest devices will intermittently drop wifi connection . My points all say they have a great connection . Multiple devices including windows pc / iPhones and android devices.  My services provider Aussie Broadband mentioned that it is a known issue to them and working with Google to solve it. Is there a way to get an update on when the fix will happen? It’s incredibly frustrating! 

[chorgz]

Same issue here (and also with Aussie). Constant dropouts (every 10 10cs) and connection issues. ISP issues have been eliminated as an alternative modem is fine. I have factory reset all google nest devices and now both access points will not reconnect. I have logged multiple tickets and gone through the same troubleshooting steps with multiple support people at google. When I call back I start all over again. The support from google has been absolutely useless. After hours on the phone I have little hope in getting this resolved. I'll let you know if I get any service from them.

[EdwardT]

Hi folks,

Thanks for reaching out and I'm sorry to hear that you're having issues with your Google Wifi. I'd love to know more about this and I have a few questions:

• Does your devices disconnect from the Wifi or does the points go offline?
• Are there any specific devices that disconnects?

Looking forward to your response.

Thanks,

Edward

[EdwardT]

Hi folks,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[chorgz]

• Wifi points disconnect
• Trying to re-add wifi points fail
• Other devices drop connection every 10-20 seconds

[chorgz]

For the record:

• I have logged over 7 tickets and all consultants have not been able to solve (and each asked me to do exactly the same thing each time, even though id done it before
• factory reset has not solved the issue
• Issue has got progressively worse and now the mesh is unusable
• Its impossible to get Google support to escalate, or get back to me
• Google have not been able to fine anyone in Australia to help me or help me exchange or return
• I keep going around in circles and the support service is completely useless so far.

[EdwardT]

Hi chorgz,

Thanks for letting us know. Could you share the case number of your interaction with our team so we could investigate further?

Thanks,

Edward

[chorgz]

Here is one of the cases 

Case ID [1-6574000032736]

There should be many others against my UID around the same time (within a week or so) that are likely to be of interest. 

[EdwardT]

Hi chorgz,

Thanks for the response. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[chorgz]

Hi,

The form will not submit, I have tried multiple times and refreshed the page. Here is the error:

"Refresh this page and try again. Sorry, there was a problem with the form."

[Jeff]

Hi, chorgz.

Sorry about the confusion with the form there. We identified an error in the form, and it was causing issues. Go ahead and try again and it should go through without any issues. If you have problems, just let us know.

Thanks,

- Jeff

[chorgz]

Done.

[Jeff]

Hi everyone,

By now you should all be working with support directly after filling out that form. I'm going to go ahead and close this up in the next 24 hours. If you still have needs on this issue, please continue to work those out with your support agent.

Thanks,

Jeff