Google Home Keeps Disconnecting from Wi-Fi at night time

[inb8264]

Hello, 

My 1st Gen Google Home has been disconnecting from Wi-Fi over night recently and I can't figure out why. The old unplug it and plug it back in technique resolves the issue, but it is a great annoyance that I have to do restart the device to get it to connect to use the voice feature. Can't it just stay connected to my Wi-Fi so I can use it to control my devices with my voice?

It is not a Wi-Fi problem because my other Google products are connected to the Wi-Fi as are all of my other networking/IOT devices. It almost seems like a watchdog issue where it isn't communicating for x amount of time then it disconnects.

The item has been reset recently, so I'm pretty sure it is something in the background that is out of my control. 

Any advice on how to solve this is appreciated.

[aperezdeleon]

Hi inb8264,

Thanks for reaching out to our community.

It can be frustrating if your Nest Hub seems to go offline suddenly at night. This could happen for various reasons, so let's explore them and see what can be done.

One reason your Nest Hub could disconnect at night is that your Wi-Fi is having trouble staying connected to the device. Since you mentioned all your other devices work fine, I suggest restarting your Wi-Fi once to double-check.

It would also be great to ensure the Hub gets consistent Wi-Fi strength and speed by keeping it no further than 15 feet from your router. Moving it closer might be helpful. Additionally, check for any abnormal spikes in router traffic at night that could cause the Hub to drop the connection.

Try monitoring the Nest Hub after checking these settings and let me know how it goes.

Regards,

Angel.

[inb8264]

Hi Angel,

It is definitely not a signal issue with the AP or an issue with the AP/router and they are up-to-date and have been restarted, yet the issue still occurs. The Google Home Device has -58dBm signal and is with 15ft of the AP. When I check the logs, there appears to be a heartbeat error which is forcing the Google Home Device to reset the connection. Has a recent update forced the device to reconnect after the heartbeat times out? Why have a heartbeat (essentially a watchdog) in the first place? 

Logger: pychromecast.socket_client
Source: /usr/local/lib/python3.12/site-packages/pychromecast/socket_client.py:664
First occurred: June 18, 2024 at 10:46:31 PM (29 occurrences)
Last logged: 3:22:21 AM

[Google Hub (*.*.*.*):8009] Heartbeat timeout, resetting connection
[Home Audio(*.*.*.*):32208] Heartbeat timeout, resetting connection
[Chromecast TV (*.*.*.*):8009] Heartbeat timeout, resetting connection

[aperezdeleon]

Hi inb8264,
 
Thanks for getting back to me.
 
Can you please try connecting your Nest Hub to a mobile hotspot? If possible, try connecting to the hotspot at night and see if your Nest Hub behaves differently on another network.
 
If setting up a hotspot doesn't help, I'd like to gather more information about your device, so please fill out this form. Let me know once you've done so. I'll keep an eye out for your response so a member of my team can reach out via email and determine the best course of action.
 
Let me know if you have any other questions.
 
Regards,
Angel.

[inb8264]

Hi Angel,

I don't think setting up a hotspot on my phone will help because I won't be able to check the logs to see if the issue is occurring.

I have submitted a request via the link you provided. I look forward to working with your team to help resolve this issue. 

Cheers,

Ian

[Biggsyboi]

Did you make any progress on this? We have a Deco mesh system, and ALL of our Google and Nest devices reconnected at around 3 or 4am. Every, single, morning.

Sometimes, the speakers disconnect during the day and start broadcasting their setup WiFi network. You can't set them back up again until you pull out the power for a proper reboot (or it just says unknown error after getting to the end of the setup process).

[inb8264]

Hi Biggsyboi,

I have not heard back from them after I submitted my ticket. I understand your frustration as my devices still disconnect between 3-4AM. Hopefully the developers/support will reach out soon.

[Biggsyboi]

I hope so - I opened a ticket (0-3758000033942) in March 2023 and it's still not resolved. Edward and Alfie from support said they'd relay this to a "much higher tier" team, but I stopped hearing back from them. I've emailed them back about 5 times and just get ignored now.

[Biggsyboi]

Unfortunately, the response I received was to check my warranty status of all my devices. I've since been told the warranties have now expired (It appears the date was checked from today's date and not March 2023 when I opened the ticket which appears very disingenuous indeed), and that the device replacements that I never even asked for, can't happen.

No response since.

[aperezdeleon]

Hi folks,

Thanks for the update.

inb8264, I apologize for any delays in response from our team. To help us locate your previous submission, could you please resubmit the form? Be sure to fill it out completely and include this thread link for reference.

Biggsyboi, I've reviewed your case and notified the appropriate team. Since it's related to this thread, your information will be helpful in our investigation. You'll receive a further update from them as soon as we have one.

Thanks for your understanding.

Regards,
Angel.

[inb8264]

Hi again Angel,

I have resubmitted utilizing the link you sent previously. Should I expect to receive email confirmation? If yes, it has not been received.

[aperezdeleon]

Hi there inb8264,

Thanks for your reply.

I was able to locate your submission. A member from my team will be in touch with you shortly via email to discuss the next steps. In the meantime, if you have any questions, please don't hesitate to reply to this thread.

I appreciate your help.

Regards,

Angel.

[rickjforbes]

Hi @aperezdeleon

I note you are still very active on other threads but have ghosted me here after giving me non specific information and me asking for clarity.

Still seeking clarity to your comment of 30th May 2024, where you said

"My team has acknowledged this, and we're looking into further resolutions. While I'm not directly involved with your cases, I'll keep an eye on how the process is going."

I haven't had anything resolved, you mentioned you were keeping your eye on this 53 days ago..please would you be so kind as to give me an update?

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Your-quot-Higher-Support-quot-quot-Engi...