2nd Gen nest hub dropping wifi when streaming music

[Jason64]

I have a 2nd gen nest hub that regularly drops wifi connectivity when streaming music, this happens with both Spotify and Deezer. 

Things I've tried that didn't work.

Different streaming apps - as mentioned above it happens with both Spotify or Deezer

Factory reset of hub - no change

Reboot device - works for a while then starts again.  I was streaming music Thursday morning with no issues, Thursday evening the hub would drop connection so I rebooted it and it worked again.  Friday morning it was dropping wifi again when streaming. 

Moved device - no change.  I put the hub 12" away from the wireless router and it still would drop connection.

This is a Hub specific problem as I have 2 Nest Audio speakers and 4 minis in the house and if I bypass the hub and stream from a speaker it works fine.  It's not a network issue as I can be on my laptop or phone connected to wifi with no issues when the hub start dropping the connection.

Does anyone have any suggestions on what to do to get the hub to stay connected to my wifi network?

Thanks

Jason

[Dan_A]

Hi Jason64,

This is not the experience we want you to have, let me help you. A few questions: when did your issue begin? Were there any recent changes made? When you say bypass, does that mean your devices are in a speaker group? Is the issue only happening on your Nest Hub 2nd Gen?

Since you’ve done the reboot and factory reset, let’s have a look at your Nest Hub’s firmware version. Here’s how:

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX." If the device is on Fuchsia, check for System firmware version: "X.XXXXXXXX.X.XXXXXXX"

Keep me posted.

Best,

Dan

[Jason64]

Hello,

The issue existed since I purchased the unit in December, it's just at the point now where it's happening multiple times a day, Sunday for example it was 4 times I had to reboot the unit.  There were no changes in the house or to the network since the equipment was purchased. 

Yes, the hub was part of a speaker group that consisted of the hub, 2 minis, and 2 paired Audio speakers, I remove the hub from the speaker group and the group has no issues, I try to then stream music from just the hub and it has wifi connectivity issues.

The hub firmware is:

System firmware: 324896

Cast firmware: 1.56.324896

Jason

[Muddi]

Hey Jason64,

Chiming in, thanks for the information. To further isolate the issue, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one will serve as a router and the other to be used to set up your Nest display). Once done, check if your device will have the same behavior when connected to a different network.

Keep us posted.

Cheers,

Muddi

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Jason64]

Hello,

If you're referring to setting up a hot spot and testing yes I did see that.  I see that suggested on posts having the same problem as I do and am unclear as to why it's suggested when this seems to be a common device wifi problem.

Also not everyone has multiple mobiles to do this, I do happen to have access to two but I'm Canadian and we have some of the worst mobile plans in the world, an earth shattering two gigs of data. Before I use any of that I'd like to know the point of testing it on a hotspot, when from what I've seen in the community wifi being dropped is a common problem and testing on a hotspot seems redundant given how often this occurs for people.

Thank you

Jason

[Muddi]

Hey Jason64,

We understand and appreciate all the information. Since all troubleshooting steps have been exhausted, please fill out this form with all the needed information needed so we can further check what's going on with your device.

Let me know once done.
 

Cheers,

Muddi

[Princesss]

Hi Jason64,

We just want to check-- have you had the chance to fill out the form?

Best,

Princess

[Jason64]

Yes I have filled out the form.

Jason

[Princesss]

Hi Jason64:

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Kimy]

Hello Jason64,

Our specialist has already sent you an email. Kindly continue through that channel. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Kimy

[Jason64]

As this hasn't been resolved and the specialist didn't do anything other then say I sign up for the preview program this shouldn't be closed.

[Kimy]

Hi there,

I’m sorry to hear that. Could you provide us with the case ID? We would like to check on what happened. I look forward to your response.

Regards,

Kimy

[Jason64]

Hello,

Here's the entire email I received from the specialist along with the Case ID.

Thanks for reaching out to the Google Nest Customer Care Team.

This is Alfie, one of the Senior Specialists from the Google Home Support Team. My apologies, I was not able to get back to you right away and that you have an issue with your Google Nest Hub 2nd gen. It seems that everything has been exhausted already and this seems to be a hardware issue already. Can you please get the serial number etched at the bottom? 

Also, we can try the following and see if this will resolve the issue:

1. Make sure that the mobile device or tablet is signed in or linked to the same account as the Google Nest display, Google Home speakers, and/or Chromecast device.
2. Open the Google Home app .
3.  Tap the device card of the preferred speaker or display.
4. At the top right, tap Settings   Device information  Preview Program.  
5. If Preview Program option doesn't appear, this means that no new members are being accepted at this time. Customers can continue to check back as opportunities become available. 
6. Choose whether to receive email notifications by moving the slider to the right or left.
   Note: We recommend allowing email notifications so you’ll know when new updates are pushed to your device.  
7. If you opt-in to email notifications, you'll be asked to sign into your Google account if you haven’t already. 
8. Review the contents of that page, and tap Join Program. 
9. Review the contents of the page, then tap OK, GOT IT. ​

For your reference your case number is 2-4376000034488. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

[Muddi]

Hey Jason64,

My apologies for the delays. How's your Nest Hub (2nd gen)? Upon checking on the case, one of our team members sent you an email on June 10 asking for the firmware version of your devices. Feel free to respond to this thread if you still need help with your device.

Cheers,

Muddi

[LynR]

Hi we are having similar problems as Jason.

We have a google nest audio and three google minis ( can't remember if they are all version 1 or mixture of 1 and 2), and are having the same issue as Jason. When we connected the nest audio and minis to google home and created groups all worked well. Approximately 7-8 months ago we had spasmodic dropouts when we streamed Spotify, radio streamed perfectly. Either 1 or both speakers or would drop out, reconnecting shortly, then we did the same as Jason and rebooted the speakers, worked well but the issue presented itself again. We have also factory rebooted all speakers. Over the last 4 months the issue has considerably worsened. Streaming is now interrupted both with Spotify and streaming local radio stations. When streaming Spotify we are only able to stream for a very short time before it cuts out and does not reconnect. Or Google Audio Nest says that we must wait while she reconnects to the internet.

We have checked the internet flow into our home, it has no interruptions, all minis and nest and controlling ipad are all connected through the same network. 
Hope you can help

LynR

[Juni]

Hi LynR,

Thanks for reaching out. Have you had the chance to try the steps provided in this thread? Give it a try and let us know if it works.

Regards,

Juni

[Dan_A]

Hello there,

I wanted to follow up and see if you still needed help. Please let me know if you still have any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Kind regards,

Dan

[Dan_A]

Hello again,

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 need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan