Google home device losing WIFI connection

[phr7rvr8]

My google home device (mini, nest, speaker) are losing WIFI connection and it is re-occurring lately.  I go to one device and disconnect it from the wall and wait 30 sec.  I then connect it back and then all devices get access again.  If it were just once, I would not think anything is an issue.  I have now had to reset it like this four of the last five days in the morning.  It is not hard to fix but it just started.  All other devices (mobile phones, automation devices, hue hubs, etc.) still have WIFI and have no issues.  Only my Google smart devices as stated above have the disconnect and do not reconnect dynamically.  Again, unplug and re-plug works but not a fix for the root cause.  Anyone know of an issue?  Almost feels like an update went out and not causing me issues.

[Gracie123]

I don’t have the answer, but I’m having the same problem. 
Really frustrating because I just installed the nest doorbell (wired) and now we keep missing people at the door as it keeps disconnecting and signing out. 
Only had it 48 hours but it’s pretty much unusable like this.

[frances]

Hello phr7rvr8 and Gracie123, 

Thanks for reaching out. I am sorry to hear that your Google Home device is losing WiFi connection. I would be more than happy to help get your device running and connected. First, I have some questions to get a better understanding of this situation.

• Is your device showing up as connected in the Google Home App?
• Are you seeing any error messages? On the device itself or the Google Home App?
• Could you please try to reboot your router? 
• When you say 'reset', did you do a Factory Data Reset or just reboot your device?

I look forward to your response, thanks for your patience!

[frances]

Hi All,

It's been a few days since we have heard from you. Just checking to see if you were able to see my response above. I look forward to your reply back, we're here to help!

[phr7rvr8]

Hi Frances,

I have the device showing on the app but when it responds (when not working) it states it needs to connect to WIFI.  I have not seen any errors on the device (2 minis, and 1 nest hub).  I have rebooted the router (again all my other WIFI devices work but still did it).  I have then factory reset the device (hold button on back of mini until entirely resets and then re-add it back into the home.  This works for a bit but I have had periodic disconnects.  If I wait long enough (i.e. ignore it since my phone will respond) it will eventually connect and work.  The last time it has occurred was about a day ago on only one of the devices but it is sporadic through out the three.  My phone home app doesn't loose connection or other wifi devices on my home automation.  I may reset (factory) all three again just to start from scratch but it sure feels like something got updated and is disconnecting wifi periodically and not auto logging back in.

[frances]

Hello phr7rvr8 and Sarabeth,

Thank you for your detailed responses, I appreciate it! I am sorry to hear that your devices are still encountering these issues. To give the team more information regarding this situation, could you please answer these questions?

First, which Google Nest device(s) is encountering this issue? Please list the model name and generation number of each device.

Network Connectivity Questions:

1. How long did the device work properly before encountering connectivity issues?

2. How did you discover that the network was having connectivity issues? 

Did any of the devices give audible errors, such as:

• “I can't reach the internet right now. Check your modem or router connection and try again.

• “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”

• Something else? (Please note the error message, or how the issue was discovered)

WiFi Setup Questions:

1. What is your WiFi setup? (single router or multiple access points - how many?)

2. What is the location of the affected device in relation to other WiFi Access Points/Routers? (please note distance, in same/different room, same/different floor, any major obstructions/interference like walls, floors, cabinets, appliances etc?)

3. Did you change your WiFi setup recently?

   • If yes, was it was working fine before? What did you use before and what did you swap it to? 

If you know any of this info, please provide it as well:

• Router brand (make and model)

• Router security, such as WEP, WPA, WPA2, etc

• Router software version

• What's the configuration of the network? Are you using a mesh network, WiFi repeaters etc?

Thank you for your patience, I appreciate your help!

[Sarabeth]

Mine is a second generation nest mini. It worked for about 3 months before I started to get the “I can't reach the internet right now. Check your modem or router connection and try again" message. My wifi is a single point router that is 2 feet away from the device and I have not changed my set up. 

[Sarabeth]

I would also like to add that my device won't even allow me to set it up on the home app anymore

[GarrettDS]

Hey there,
Just wanted to hop in here to see if we still needed help on this. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

[Sarabeth]

Are you serious nothing has been done to help anyone. All that has been done is we have been asked a couple questions and have been offered no fixes or explanations

[GarrettDS]

Hey there, 

If you don't mind going through and answering the questions that were asked previously, we are happy to take this information and pass it to our engineering team so that they can investigate further. 

Looking forward to hearing from you. 

Best regards, 
Garrett DS

[Sarabeth]

Garrett DS,

I do not mean to be rude but if you look at the comments I posted 2 weeks ago that you responded to you would see that I have answered the questions. I also wish that some one like yourself had provided this much attention to a post about this very situation on the old community page that had comments from over 2000 people all having the same problem in that case the last comment from a google staff member was nearly 2 years before the old community page closed the post. There was a note on that post that it would be transfered to this version of the community page but all of the comments on that one were lost when the transfer occurred.

[Jake]

Hey all,

I am truly sorry for the trouble and frustration that you are having with the device not connecting to the Wi-Fi. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps listed above, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,

Jake

[Jake]

Hey all,
 

I want to ensure you are good to go, and everything is working properly. Please let me know if you are having any trouble getting in contact with our Team, as I will be locking the thread due to inactivity. 

Best regards,
Jake

[Jake]

Hey all,

It has been a few days since the last reply, and I am going to lock the thread at this time. If you have any questions, please feel free to create a new post. 

Best regards,
Jake

[Sarabeth]

Hi I'm sorry to say that this is a problem for me too. I know that before the update to the community page there was a thread about this that had been going on for 2 years with no results. I have also tried factory resetting my nest mini on a number of occasions and every other suggestion I have seen with no change.

[Angela2]

I too am having problems with my Google mini speaker. It connects and then within a few seconds loses connection.  I have tried factory reset but still the same. Any help would be appreciated 

[Rhmops]

I have the same issue with 1 google mini , I factory reset it 4 times and it works a couple of days and then it can't connect to the wifi .the wifi is google nest with 1 router and 2 mesh points !