nest wifi router keeps disconnecting with Verizon FiOS

[frustratedusers]

Hi all,

I purchased a Nest Wifi Router and Point from ebay. The setup was a breeze and I was delighted with the speed test results at far corners of the house. However the whole network started to drop with increasing frequency. The whole network disappears, devices lose internet and then the network comes back in a few minutes but this whole loop happens every 5 to 10 minutes.

Original setup: Verizon Fios Gateway G1100 router wired to Verizon ONT via ethernet cable. 

Initial Nest Wifi Setup: Just unplugged the Verizon router and wired ethernet cable to Nest from ONT. Reused the same network id and password so devices could switch seamlessly. As I said it worked like a breeze. Then started to get connectivity issues.

First attempt: I had seen somewhere that prior router DHCP lease might be blocking somethings. Replugged old router, released DHCP lease, unplugged, put back Nest wifi in. Not so much difference.

Several other attempts: Powered down all network, including the ONT, but not much difference.

Random troubleshooting attempts found online: Set Nest Wifi's DNS to Custom with Google's DNS addresses.

Troubleshooting with Nest Customer support: They saw DNS setup is custom and recommended it setting back to Automatic. No luck. Also recommended restarting etc which I had already tried many times.

Starting from scratch: Decided to do a factory reset and set up a new network with new name. Only connected few devices (phone, laptop, thermostat (to control ac)) and not even set up the point. Similar to before, initially stable connection but increasing frequency of network drops. 

Troubleshooting with Verizon Customer support: They amazingly guided me to reboot the ONT via live video directions. Which obviously solved nothing and then they disappeared as I lost the network in the meantime.

I asked the seller if he had similar issues while using it and he said it was just working fine. That made me, if he is telling the truth, to believe that something between Verizon ONT and Nest router causing the router to crash every once in a while. Does anybody have any ideas other than rebooting stuff? I had high hopes so I am extremely frustrated right now after all those hours of waste.

Thanks in advance,

[EdwardT]

Hi frustratedusers,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi. I see that you've already done some troubleshooting steps to resolve this. Could you also share the case number of your interaction with our team so I could dig deeper into this?

Thanks,

Edward

[frustratedusers]

Thanks for reaching out Edward. I didn't have any case number if I remember correctly. 

In your experience, have you ever seen Nest network very frequently dropping? I am not sure if the router keep crashing or just that incoming data is interrupted somehow by Verizon or something. As I explained, I tried many things, many network configurations, even converted my Verizon G1100 router into a bridge and put it between ONT and Nest router but same symptoms persisted. I realized my Verizon G1100 was not that bad on its own, at least it was working reliably so I decided to return Nest router.

The seller (from ebay) refunded my money and asked me to NOT return them as he didn't like them as well. That made me think that maybe he was lying when he said he didn't have those problems.  Maybe it is just a faulty device. I don't know.

If you have a concrete idea I may try but I fear I won't have time for more troubleshooting. Though I can donate them to you or wherever if they can be used for debugging purposes. 

[EdwardT]

Hi frustratedusers,

Thanks for the response. We can't know for sure what's causing this issue for now but I'd love to know more about what's happening. You mentioned that the whole network disappears. What's the light status of your Google Wifi device when this happens?

Thanks,

Edward

[Jeff]

Hi frustratedusers,

I just wanted to jump in real fast to see if you saw Edward's reply and to see if you had that info for him about your status lights. If you still need some help and input on this, just let us know.

Thanks,
Jeff

[frustratedusers]

Thanks Jeff and Edward! Unfortunately I don’t remember and I am away until the end of August. I can try next month and update here!

[Jeff]

Sounds good, frustratedusers. We can keep this open until you have some opportunity to check things out. I'll check back in once you've had a chance to get back and look at things. Enjoy the time away!

Thanks,

Jeff

[Jeff]

Hi again frustratedusers,

I just wanted to see if you had an opportunity to check things out. If you still haven't had a chance, no worries, but I wanted to check in and see if things were moving along for you.

Thanks,

Jeff

[Princesss]

Hi there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.
 

Best,

Princess