Google Nest Hub Max constantly disconnecting from Wifi

[Slboggs]

I noticed this was a problem as early as 6/2022. Google nest hub max. It's not the internet provider, not the router/modem (use 3 puck Google). It's the one device. I unplug, plug in, works fine for about 8 minutes. Then, it has disconnected from internet. Have factory reset. Same problem. Have hotspotted to my phone. Same issue. Bizzarly, though, I gave the Google nest hub regular size does not do this. It is in another room and is just fine. Seeing this with the Google Max Nest Hub only. Last post said Google was aware and working on a fix. That was in August. So, no fix? Still working? I'm about to trash it because I am fed up with giving a command and having it tell me it is not connected to internet.

[Dan_A]

Hi folks,

@Mrbmw, @Fed250, just a quick update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@Martyyyy, @Mikal, we don't have access to beamforming and don't have any information about it. These are settings found on your Wi-Fi GUI page. It's great to know that disabling the beamforming on your router gave us a resolution.

@Slboggs, have you filled out the form or tried the steps provided by our fellow Community members? If so, how was it?

Kind regards,

Dan

[MplsCustomer]

It would certainly be helpful if Google Nest Support stepped in here to try to identify the circumstances under which Nest Hubs and Nest Hubs Max disconnect from Wi-Fi, because it doesn't happen to everyone. Ours do not disconnect, nor do those of a family member in a different home and different ISP in a different city.

[Pdesjardins]

Having same issue with hub max…very frustrating! 

[Buurgaard]

I may have the same issue. My Google Nest Hubs Max is 8 feet away from the WIFI router. When I ask Google to play some music, it starts playing from my Spotify account, but almost twice in every song it disconnects and stop playing and reconnect after a few seconds again and continue to play. That doesn’t happen on my Google mini’s, playing at the same time. And it doesn’t happen when I start the music from my IPhone and then stream the music to all my Google speakers, incl. the Nest Hub Max. My Google Mini’s are much farther away from my WIFI router.

But the biggest problem is when I use the Google Nest Hub Max to call my parents with Google Duo. This is why I bought two of these devices. My Parents are in the mid-eighties and living across country, and I need the visual. We can still talk via Duo. They can see me, but I cannot see them. This started about a ½ year ago. I am almost sure that their Nest Hub Max isn’t as updated as mine.
I thing that it is either a software update that coursed the problem or the WIFI reception in the deviced is malfuncitioning.

[Waltg8]

Buurgaard, I wholeheartedly agree! There's definitely a problem with the software or wifi radio receptors in the Google Nest Hub Max! My wifi router is less than 8 feet away from the Nest Hub Max and it still randomly disconnects. My 2nd Generation wired Nest camera is 25 to 30 feet away from my WiFi router and it never disconnects. I have no problem with all of my other electronics connected to my WiFi. The problem arose when I purchased the Google Nest Hub Max. I find it quite disturbing and questionable that Google can't recognize that there's a serious problem with the Google Nest Hub Max and not our WiFi network or routers, especially when there are a number of customers complaining about the same problem!! Connecting the Google Nest Hub Max to my mobile phones Hotspot did not resolve the problem or contribute to the troubleshooting process. Just a lot of wasted time!

[Buurgaard]

Hi,
I think I just solved the video problem. During a Duo call between two Hub Max I only got voice back and no video from my father's Hub Max. I visited him the other day and noticed that his Android phone wasn't on the wifi, only on cellular 5G, so I turned the wifi on, on his phone. When I got back home i made a Duo call to him, and now I get both voice and video through his Hub Max. So it seems that the mobile phone has to be on the same wifi, and has to be near by. In other words, if my father is out of the house with his phone, my mother will not be able to make a Duo video call.

[MplsCustomer]

Google Nest Support: Shouldn't you document that the phone associated with Google Duo calling needs to be on the same Wi-Fi network in order to use a Nest Hub for the call?

[Muddi]

Hey Buurgaard,

Thanks for the update. It's nice to know that you are able to figure out that it's the network and not your device. 

@Toyjunkee: We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

For other users who haven't filled out the form yet, please do so as we need to collate some more information about your device.

Cheers,

Muddi

[Waltg8]

Muddi - I filled out that form on December 19th per a request from Dan_A. 

After a few days, Dan_A asked for the form again. I responded to let him know that both, Buurgaard and me had already submitted the forms. One of your reps, Juni responded acknowledging that they received the forms. Also, I sent feedback from my Google Nest Hub Max. 

[Muddi]

Hey Waltg8,

Thanks for letting us know about it. We are waiting for other users on this thread to fill out the form as well, as we need to collate some details that can't be shared in public.

I'll keep the thread open, and make sure to post an update as soon as I have more information to share.

Cheers,

Muddi

[Toyjunkee]

FYI, I have two hub max units. One a bit older and one brand new that both have the issue.  I submitted feedback for the older one as well.

[Waltg8]

The problem with your Duo calls isn't the same subject matter of this thread. 

The problem we've been discussing has to do with the Google Nest Hub Max randomly disconnecting from our WiFi network which shuts down everything. This has nothing to do with Duo calls or ensuring that your mobile phone is connected to the same WiFi network. 

[ChrisMChevez]

I was having the same issue but I think I found a solution, I turned off beamforming on my router and the hub display stoppeddisconnecting, if your router supports that feature, turn it off.

[Buurgaard]

Thank You, I will try it. My Wifi setup is with a router sending the wifi signal to a couple of extenders and i think that it is some sort of beamforming.

[Dan_A]

Hi folks,

@Buurgaard, have you tried @ChrisMChevez solution to our concern? If so, how was it?

Best,

Dan

[Waltg8]

I have a ubee Spectrum WiFi router and it doesn't have those options. There are too many customers experiencing the very same problem with the Google Nest Hub Max only! My Nest camera and other devices maintain a consistent connection without any problems whatsoever. This is a problem that Google needs to address by providing an appropriate fix. 

[ChrisMChevez]

I totally agree with you, Google needs to provide a permanent solution to the problem right now, it's an expensive piece of equipment that should work smoothly, this is definitely a Google issue.

[Mikal]

Totally agree. I had a Spectrum wifi 6 mesh router and couldn't change any settings. They still disconnected. Now with my Asus router I can actually see what's going on in the logs. I have over 30 devices and they all stay connected for days/weeks or until I reboot the router, except these Hubs. 

I have legacy smart devices "b" up to "ac/ax" devices that never disconnect. But these Hubs "n/ac" always do

[Slboggs]

Let me add to that as well..

For clarity.

I have to Google WiFi. So, if I have Google WiFi and the max still does this, it's a Google problem. 

[Mikal]

Are you on the 2.4g or 5g? Did you disable Explicit and Universal beamforming? I've tried disabling both, and 1 or the other, and tried on each band. Has had no effect. Although they do seem to only disconnect during the middle of the night when on 5g. When on 2.4g they disconnect randomly.

[Waltg8]

Mikal - I've tried them both, including every troubleshooting method Google and the Community proposed, and nothing works. This is undoubtedly, a Google problem that they aren't willing to readily admit to and address. Or so it seems. I purchased my Google Nest Hub Max less than 3 months ago. If I had known about the many issues sited in this community prior to purchasing, I definitely wouldn't have!!! This is inexcusable and unacceptable for this Tech Giant to sit on their hands while consumers who spent hundreds of hard earned dollars on this product aren't made whole!

[Mikal]

Exactly. Google engineers are supposed to be top notch? Yet this issue has been happening for years across the whole Nest Hub line

[Toyjunkee]

I tried turning off beamforming and there was no change.

[ChrisMChevez]

Try also disabling Fast Roamimg, I have both settings disabled, and since yesterday no disconnects at all

[Mikal]

I have a couple Nest Hub 2nd Gen. The 1 in my living room reboots every single night between 3-4am. The Hub running sleep sense in my bedroom doesn't reboot at night but does during the day. I have my dhcp lease time set to 7 days . I've watched the outgoing connections from these things and they are constanty hitting google dns servers and sleepsense hits other google sites. I have searched many forums and A LOT of people have this exact problem with all Google Home devices.

Every other device on my network stays connected for days/weeks except these Hubs so I know it's not my network. My RSSI is never less than -30 even 100ft away from my router.  I've changed every setting possible on my router, switched between 2.4 and 5g on all devices and nothing works. There is something hardcoded on these things. I've been offered a RMA from Google to return 1 Hub but there is no point. Both Hubs do it and so do 1000's of other peoples from what I've read going back 3 years ago until the present.  I've written about this in Google forums before and the post either gets deleted or marked as spam. lol. Truth hurts I guess and Google won't acknowledge the problem. I've heard enough of the 'send feedback, reset device, powercord, outlet, closer to router' automated responses from Google. These things are junk. Not reliable for a true smart home.

[MplsCustomer]

@Mikal 

How do you manage an RSSI of -30 dBM at 100 feet? We have 3 wired access points (counting our router) and -30 dBm is the best we get at the devices closest to the access point. And we have a high-gain directional Wi-Fi antenna on one access point for the camera farthest away (25 feet), getting the RSSI to about  -55 to -60 dBm. But all of our cameras, doorbells, and Nest Hubs stay online virtually all the time, 24/7.

Our Nest Hubs do some sort of soft reboot at around 3:00 am most nights. Judging from other posts I've seen, this seems to be a regular reboot that Google Nest triggers.

[Mikal]

My house has a pretty open floorplan. Asus ax86u mounted 8feet high on a wall in the middle of the house. 6 feet away in the mornings I get -26 but in the afternoons I average -30. 100 feet away in the bathrooms my worst is -36. I measure with my laptop's ax211 and my Samsung phone and they are always very consistent. Funny thing is while I get excellent RSSI values on the apps/computer/phone the farthest hub shows 3 out of 4 bars for connectivity. 

I had a Spectrum tech come here once for an issue and he was amazed at the great signal strength I was getting from my coax. I use all gold plated coax and cat8 cabling 

[Muddi]

Hey Toyjunkee,

We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@Mikal: Please fill out the form and include the link of this thread so we can investigate further on what's happening.

@MplsCustomer: could you tell us more about your concern? What is the current firmware version of your Nest Hub? Is it a gen 1 or 2?

Cheers,

Muddi

[Mikal]

I filled out another form. I already have a RMA from Google allowing me to return 1 Hub for a new replacement but there is no point.  I have 2 Hubs and they both do the same thing as well as many other people.

To narrow it down more I can tell you exactly what is happening to mine.

Hub in living room (no sleep sense) reboots and disconnects from my router between 3-4am every single night. It takes about 16-seconds to come back online.

Hub in my bedroom (running sleep sense) does not reboot at night, but reboots about 3 hours after I wake up and say "hey google good morning" which stops the sleep sense app and gives me the sleep sense details.

So my issue clearly seems to be that when the Hub is "in-use" it stays online. After sleep sense has ended the Hub must know it missed its hardcoded reboot/update time and reboots.

Can Google just verify that these Hubs are coded to reboot/update once a day? It drives me crazy seeing only these 2 devices disconnect from my network daily.

[Muddi]

Hey Mikal,

Thanks — we got your form. While I don't have the answers to address your concerns, I certainly want you to get the help you need. I've forwarded your case to the team, and someone should be reaching out via email shortly to help you from here.

Cheers,

Muddi
 

[Mikal]

Thanks, I appreciate that. 

[jahfreedom]

I am also looking experiencing this issue and have filled out the form.  My nest hub max constantly disconnects from my Google wifi mesh.  I use the nest hub throughout the day so this is a major inconvenience. 

[4bogdan]

I have the same exact issue for about a year or so, following this thread for a while without any outcomes. I tried pretty much everything without any luck. Google mux hub on google wifi. System firmware 8.20220713.2.194059

[4bogdan]

Just filled out the form that everyone else is doing.

[4bogdan]

I believe the issue might be related with the fact that the device has all zeros for the mac address and the wifi network does not like that. Just a thought... On my home app, under device info for the hub max where the software version gets displayed, for the mac address it shows all 00000000000

[Mikal]

Mine show the MAC addresses. They show the IP Address briefly when first setup then that disappears. I know these Hubs work best with IPv6 enabled on the router. They also constantly (every couple minutes) hit Google's DNS servers. So I set my routers DNS servers to Google.  I've got both Hubs pretty stable now, they only reboot once a day during the middle of the night (3-4am) like clockwork.  I check my router logs daily and would always see the "sending stations leaving" event for my hubs MAC addresses. So I stayed up till 4am once and watched it reboot. The screen went off for a second then showed "restarting". It did not say "connecting to network" or anything like that. Total reboot time was 16-seconds. So with mine it definitely isn't a wifi/network issue. It's a hardcoded reboot/update from Google.

I just want them to finally admit that this is true. They make these things reboot even when there are no firmware/software updates. 

[Dan_A]

Hi folks,

@4bogdan, @Jibby, @jahfreedom, just a quick update. We got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel.

@Slboggs, have you had the chance to fill out the form provided above? It would help us a lot if you could, we'll be waiting for your response.

Kind regards,

Dan

[Martyyyy]

Same issues.  Seems to have become more obvious since I upgraded my Mesh WIFi to WiFi 6. (Tp-link Deco Xe75s). The issue is with the Nest Hub Max and a Nest Audio. Older Google Speakers (4 of them)  have no issues. 30 other devices on the network have solid connections. Just the Nest Devices keep loosing the WIFi. Have tried things like turning of Mesh for the device and changing DNS. Factory resets done and devices moved to different positions. Nothing helps so far.

[ChrisMChevez]

I have the same mesh and I turned off beamforming on my network and the hub display stopped disconnecting, if your router supports that feature, turn it off, and try also disabling Fast Roaming, I have both settings disabled, and since a week ago no disconnects at all, hope this helps.

[Dan_A]

Hi folks,

@ChrisMChevez, we really appreciate you sharing your resolution. It means a lot.

@Martyyyy, apologies for the inconvenience, could you try the steps provided above since he got it resolved and is sharing it here in the Community. It would help a lot if you could do a sequential reboot first. Unplug the power cord of your modem then your router followed by your Nest speakers. Plug them back in after 3 minutes tops. Restarting your phone might also help. Tell us  how it goes.

Cheers,

Dan