Google nest hubs not responding to voice commands

[Jerningham]

I recently changed my broadband supplier so had to reset my google hubs to new WiFi. Everything worked fine before, but now when I ask my Google hub a question or give it a voice command it either does not respond, or says ‘something went wrong, please try again later’.  After several attempts, things work. This happens with my first and second generation hubs, and sometimes with my google max. I see this had been raised a number of times before, but then closed down as ‘resolved’. But looking on-line this is still a live issue. I have contacted google support but they could not resolve. 
I had the opportunity for a few days to compare the broadband routers of my 2 suppliers as their service overlapped. I connected one hub to my new supplier (who use Linksys Velop routers) and the other to the generic hub of my previous supplier. The problem only occurred with the Linksys router. Neither Linksys or Google could explain this. Comparing the settings/ports on both routers we did find one port setting was different. On my old router the VLAN ID 101 is tagged, but not on the Linksys (this can’t be user set on the Velop routers). No one could tell me if this is anything relevant. 
Anyone any ideas? Thanks

[xJASIOx]

It may depend on your internet connection speed, also nest hub 2nd generation changed system, and there's much bugs for now. Maybe try factory reset your nest hub.

[Jerningham]

Thanks. The internet is running fine at around 150Mbps. I have tested this alongside the hubs. Have also tried a full factory reset on all the hubs. And restarted the router and modem.

[xJASIOx]

Have you tried to factory reset your router? As I said nest hub changed system 3 days ago, so we can expect bugs. I have much bougs because of that system change. Google should repair all bugs till the end of the month, just wait for end of month. If that will not help I will prefer to return to warranty.

[dawInMN]

Check the IPV6 settings on your routers. The latest updates seem to require that IPV6 is turned on in the router. Google help did not seem to be aware of this when I was troubleshooting with them. After much consternation, I turned IPV6 on in my Orbi router and magically, the hubs started working again.

[Jerningham]

Thanks. It is set to ‘auto’. The Velop only has auto and manual. Not sure what ‘auto’ means and if this equates to ‘on’.

[Jerningham]

It’s a shame no one from Google bothers reading these pages. Clearly they don’t care about customer service once they have sold us the latest products….

[Biggsyboi]

Is the Linksys Velop a mesh system that is broadcasting WiFi 6? Google have said their devices are incompatible with this. Even if they're also broadcasting WiFi 5 it "will not work". In reality, it does work but there are random disconnects where they refuse to re-connect until rebooted - but maybe the symptoms can vary between systems (I have a Deco mesh)

[Jerningham]

Hi, it’s good old-fashioned WiFi 5. 

[Jerningham]

Just got this in an email from Linksys support:

‘Greetings!

Your concern has been raised to the team and investigated the problem. Upon checking, there seemed to be a recent update from Google and it must have affected some features of their devices. Thus, the compatibility of the Google hub with mesh system must be affected as well. As much as we wanted to help you with this but, we're not trained with Google. So we suggest for you to contact Google as there might be some advanced troubleshooting that they can do to fix the voice command issue. 


Thank you for understanding.


Best,
Jess
Linksys Technical Support
Customer Assurance Team

[anonrbp]

Had a similar issue, everything worked fine for years until I bought a new router...

Voice commands would work for awhile after a reset of the devices, then suddenly go back to always responding with 'something went wrong, please try again in a few minutes".

I tried everything - many factory resets on all my nest hub devices (3 of them), even went as far as buying a new mesh wifi setup thinking it was something wrong with my 5 year old access point.

The second I disabled IPv6 on the new router, all the devices started working and haven't had a single issue since. 

[Dan_A]

Hi folks,

We apologize for the inconvenience, and we thank you for your patience. For confirmation, Is it only happening when setting up your Nest Hub? Are those Nest Hub (1st Gen) or Nest Hub (2nd Gen)? Have you had the chance to do the steps suggested by our fellow Community member, anonrbp? If so, how was it? It would help a lot if you could try to disable the IPv6 feature on your router and check if any changes appear.

Let us know how it goes.

Best,

Dan

[Jerningham]

Hi, it was both first and second gen hubs, plus the hub max. None of the suggestions worked for me. In the end I just gave up on the Linksys routers and used my old router - which does work. But does mean I could not set up a mesh network. 

[Biggsyboi]

Indeed, if you read above you'll see about how I wrote that any WiFi 6 compatible router will cause Google/nest products to have a poor connection, according to Google Support. It's not your fault - I don't feel Google made this particularly clear. The Google speakers should be compatible with WiFi 5 which the routers are also broadcasting

[dawInMN]

I have the 2nd Gen Nest Hubs (both act the same) connected to a Netgear Orbi RBR50 mesh router.

After the hubs updated to the Fuchsia, the hubs would no longer respond or gave the something went wrong message. Tried rebooting the hubs and they displayed the rotating dots. Tried the factory reset and setup numerous times - including with Google support chat assistance. During setup, they would get all the way to the end and then get the "Authentication isn't successful" error. Nothing would work.

Later looking through the router settings noticed the IPv6 setup page. I changed the router IPv6 Internet Connection Type setting from "Disabled" to "Auto Detect" and the hubs started working and have worked since.

If I turn IPv6 back to "Disabled", the hubs no longer respond.

[Dan_A]

Hello everyone,

Apologies for the delay! Have you all tried the steps provided by dawInMN? If so, how was it?

Also, to eliminate network issues, please try setting up your device using a mobile hotspot. Please note that you will need two mobile devices for this setup (one to serve as a router and the other to be used to set up your Google Home or Nest devices). Once done, check if your device will have the same behavior.

Keep us posted.

Regards,

Dan