Wifi keeps going offline and internet down

[Mitch_r]

I have a Google wifi router and recently purchased a nest puck (satellite)

I now get random drop outs occuring several times a week, where the only way to fix it is to pull out the power cable on my modem and the router + satellite.

My wife works from home and this is incredibly frustrating as she has been cut off from several meetings.

I have read that this was due to a recent firmware update, but I am hoping there is a fix! Otherwise I will have to return them, as the whole system is faulty.

[Sposeso]

Same!!!!!!!

aaaaaaaaagh

google help!!!!

[Jeff]

Hello, Mitch_r.

Sorry about the WiFi disconnects that you've been experiencing. I know that's frustrating to have to deal with. There was a recent firmware update, but we haven't identified any issues with the release. Let's see if we can figure out what's happening.

• Did the disconnects start suddenly after the firmware update?
• When the devices go offline, are there any status lights flashing on the WiFi points?
• How long does the network remain offline if you don't power cycle it?
• Do both the point and the router go offline, or is it just one or the other?

If you can give me a few more details, we can start digging into some troubleshooting steps. I look forward to hearing back.

Thanks.

[Mitch_r]

Hi Jeff,

It started  few weeks after I got my satellite nest pod (My router is original google wifi).

I have no idea when the new firmware came out unfortunately. 

2 mornings this week I have woken up and it has been offline for several hours - 5+ hours and so I had to power cycle it, otherwise 

Everything goes offline - the router and the point. The nest pod has the orange light flashing along with the router.

It just happened again about 5 minutes ago during the day while my wife WFH. This is getting very frustrating and I have not seen a fix for this. From other forums it seems the best answer is to ask for a refund and purchase a different brand - which is a shame as I have a lot of google/nest products throughout my house.

[Sposeso]

Yep. Same. Refund time!

[Jeff]

Hey, Mitch_r.

I have a couple of more things for you to check real fast. In your Home app settings for the WiFi network, do you have IPv6 enabled or disabled? Are you using custom DNS or the default DNS settings?

Thanks.

[Mitch_r]

Hi Jeff.

IPv6 is disabled and I am using the default DNS settings

[Jeff]

Thanks for the info, Mitch_r.

I'll touch base with an internal team member on this and see what else I can sort out. I'll let you know when I have more info.

Thanks.

[Mitch_r]

Hi Jeff, is there any update. It keeps happening every few days and it is really having an impact on my wife's working from home. I can't have this keep happening.

Who do I contact for a refund. I have had enough

[Jeff]

Hi, Mitch_r.

I know it's been a long wait, but I still haven't received any additional news other than the problem is being looked into internally. I'm sorry I don't have anything else for you right now, but will update when I do.

Thanks,

- Jeff

[Nsuper]

Any updates on this issue, just purchased a nest Wi-Fi router yesterday and have immediately had these same issues.  Looks like this has been going on for a few months now?

[Jhonleanmel]

Hey Nsuper,

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.

Let us know how it goes.

Best,

Mel

[EmersonB]

Hello everyone,

@Nsuper I just wanted to follow up and see if the steps above work? Let me know if you have any additional questions from here.

@mel I appreciate your help.

Regards,
Emerson

[EmersonB]

Hi Nsuper,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Thanks,
Emerson

[Porto]

I have same issue repeatedly many times, I notices that is occurred on devices using android version 12 and lower ( Samsung A series) and is not happening on Samsung series s 20 and iPhone.

Can google team fix the bug please?