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Wifi points going offline randomly - an ongoing problem

NPazdan
Community Member

There have been a multitude of posts regarding this over the past two years and there still doesn't seem to be a fix. Nest points randomly go offline, sometimes they'll 'fix' themselves, sometimes I need to unplug them. It's getting more frequent lately, with multiple drops a day.

 

The best solution I've been offered so far is to check if I'm still in the warranty period but based on the amount of other threads I've come across there's something more at play here on the software side. I've already jumped through the hoops: factory reset, dns change, power cycle, check placement, etc. They worked fine for the first year and just haven't since.

 

For something advertised to be as hands off as possible this is the most frustrating router I've ever owned. 

13 REPLIES 13

bryher
Community Member

Completely agree.  I purchased my original mesh (3 pucks) back in 2018 and then an additional puck in 2021.  All from Amazon.  Awhile back I noticed the same thing you're talking about here. Tried many solutions that didnt work and then noticed so many others with the same issue. Have decided I need to probably take an entire day to troubleshoot but just havent had a chance yet. 

 

Tagging along here to see what the latest news is.

NPazdan
Community Member

I keep hoping for some kind of resolution. I've tried swapping points around to see if it's a particular one that's going bad or something but it doesn't seem to matter. Some time last year someone from Google at least acknowledged they were aware of the issue and looking into it, but since then it's been mostly radio silence on the issue besides the odd rep hopping in to offer cut & paste answers 😞

I wish I was the bearer of good news about a fix, but alas I am not.

So you weren't wrong with your "hands-off" comment, but we the consumers though it was our hands that would be off. Nope, It's Google's hands that are off.

I bought a 3-pack of Google Nest Wifi Pro 6e nodes a few months ago to replace my Nighthawk AX3600 mesh system that was fried by a very close-by lightning strike. Replacing the fried nodes was going to be more expensive than a new 3-node Google mesh system. Needless to say I've been suffering with the "satellite nodes randomly dropping offline for random lengths of time" nightmare. My attempts to "fix" the problem, and the suggestions from The Google Nest Customer Care Team to fix the problem, have come to naught. I'm now reluctantly considering throwing another chunk of cash at another brand's mesh system and hoping that those nodes actually work.

AbigailF
Community Specialist
Community Specialist

Hi folks,

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,
Abi

NPazdan
Community Member

Hi Abi, I submitted the form and I'm hoping it doesn't just lead to another 'check your warranty status' email. My warranty period is likely well over. The problem exists across my whole network and the odds of all of the nodes experiencing a hardware defect at the same time (one of the nodes was purchased separately too) seems extremely improbable and I feel like any replacement product would run into the same issues...

Hi Abi,

I've been working with "Neil" on the Google Wifi Care team, and I was asked to swap one of the "remote" mesh nodes with the "base router" mesh node to see if that made any difference. The short answer is that it did before it didn't. The "working" two-node mesh lasted for just under 8 hours before the "remote" mesh node went offline; a state that the "remote" mesh node maintains as I type this.

The last message I received from "Neil" was the process to follow to replace one of my nodes. Unfortunately I don't want a replacement node because I don't believe anything will change. I don't believe that a replacement node will magically heal a combination of hardware/firmware/software that has no business being called a wifi mesh system. At best it is three wifi routers that work well on their own, but don't play well with others. As such I have requested that Google refund my full purchase price and pay for return shipping. That said I expect to be as disappointed with Google's response to my refund request as I have been with their response to the problems with the Google Nest Wifi Pro 6e "mesh system," and the performance of the Google Nest Wifi Pro 6e "mesh system." I'm putting mesh system in quotes because it's not actually a working system, even though it was sold as one.

AbigailF
Community Specialist
Community Specialist

Hey folks,
 

@NPazdan, 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.
@ChargePositif, I see that you have been in contact with our senior support. Feel free to let us know if you still have any questions or clarifications.
 

Best,
Abi

AbigailF
Community Specialist
Community Specialist

Hi everyone,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Regards, 
Abi

AbigailF
Community Specialist
Community Specialist

Hello again folks,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks, 
Abi

NPazdan
Community Member

Hi Abigail, this problem was never resolved and I was not contacted after filing the form. I've decided to just upgrade to a new system at this point. 

LovelyM
Community Specialist
Community Specialist

Hello NPazdan,

 

We're sorry, this isn't the experience we'd like you to have. Please give us another chance; I've reviewed your case with our specialist team and they've already sent you an email. We'd appreciate it if you could respond so that we can work on resolving your issue.

 

Hoping to hear from you soon.

 

Best,
Lovely

AbigailF
Community Specialist
Community Specialist

Hi everyone,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Cheers, 
Abi

AbigailF
Community Specialist
Community Specialist

Hi folks,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Regards, 
Abi