cancel
Showing results for 
Search instead for 
Did you mean: 

Nest wifi randomly going offline

Sydtriman
Community Member

For the past week my Google nest Wi-Fi go randomly off-line. There have been absolutely no other changes in my network or environment that could cause this. I’ve had no issues prior to this. 

I can see a couple of posts in the forum of a similar vein, has anybody been able to solve this issue? Is it a firmware problem?

I’ve done a full factory reset which hasn’t helped, and in fact seems to have made it worse. 

Setup: Router (firmware 13729.57.27) and 2 points (firmware 1.54.267572)

any ideas?

 

 

 

 

1,237 REPLIES 1,237

eggman87
Community Member

Had this system for around a year with no issues and this whole mess started for me yesterday, continuing into today. Not happy to find this thread! So sad! I recommend everyone write reviews on all the channels. We are screwed but hopefully we can prevent others from making the same mistake. 

jkouns
Community Member

Same issues I've been complaining about in another similar thread, my info:

Router:

-Model: H2D

-Software version: 14150.43.81

Points:

-System firmware version: 294928

BamBam4275
Community Member

If you find a solution reply please the Google person asked me to reboot and then said it was good I'm like it will go offline in a few minutes 

klowenst
Community Member

My Nest router drops connectivity intermittently for short periods of time, usually less than 3 minutes and then it recovers on its own. This happens multiple times a day and when it drops, the light on the router remains lit white. 

Both the Wi-Fi and cabled connection from the Nest lose connectivity at the same time, however my modem appears to remain connected based on it's lights and the light on the Nest router so I suspect the router is the culprit.

Also my ISP confirmed they had no outages at the times I lose connectivity. 

I appear to be on the latest version of the router firmware. Any suggestions would be appreciated as it is very annoying to repeatedly lose my internet connection while working!

 

My version is 14150.43.81

ThomasL
Community Member

Mine is doing the same thing. Same version. If you look back there are so many other threads with similar complaints going back early 2021. Most of which people from google saying it’s a glitch and there’s no solution currently. It’s very frustrating and I’m about to pack them up and try the next thing. 

klowenst
Community Member

Yes, I looked through the forum and see many posts with the same or similar issue. This appears to be a long standing problem with no resolution whatsoever. So disappointing! 😞

ThomasL
Community Member

I agree we are a large nest product household unfortunately since google acquired nest updates and true fixes seem to be pushed way down the line

I called Google Nest "Home and Wi-fi Support" and opened a case for this issue. They said they have not had many reports of this issue, so if you are experiencing intermittent connectivity issues, please call 855-971-9121 to report the problem. Posting here is not equivalent to opening a case where you will get a ticket number for tracking the issue.

They had me perform the following steps and now I'm monitoring to see if the issue happens again. I'll post here when I have an update:

1. "2 minute Reset": They had me power off my modem and then disconnect both power and ethernet from my Nest router, and finally power off both of my Nest points. After waiting 2 minutes, I powered on the modem and waited for the lights to go from blinking to solid, then connect ethernet and power to the Nest router, and finally re-connect both Nest points.

2. Set custom DNS in the Google Home app: Wi-Fi > Settings > Advanced Networking > DNS Settings > Custom > Primary: 8.8.8.8, Secondary: 8.8.4.4 > Save

3. Submit Diagnostics, Screenshots and System Logs in Google Home app: Tap the profile icon on the upper right > Feedback > Nest Wi-Fi Router > type in description of the issue > make sure "Screenshot" and "System Logs" are selected Tap the Send icon (envelope)

4. Submit Status Report: Browse to the Nest Router IP followed by "/api/v1/status" then copy results and paste into an e-mail they sent and asked me to reply to.

5. Asked me to gather another Status Report if/when another outage occurs, then call back and ask them to send me an e-mail that I can reply to submit another status report.

The problem happened again, so I called back and talked to a different support person. He was aware of this issue and asked for pictures oh my router to determine if it under warranty as it might be failing. 

I told them it appears to be a firmware issue based on reports here that people have had their router replaced only to have the issue occur again. Also, I told them that I saw reported here that power cycling the router daily resolves the issue (smart plug scheduled) which also indicates a firmware problem.

I ordered a smart plug so I can test this theory myself. 

In the meanwhile, they are escalating the case and will get back to me. 

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@klowenst, thanks for reaching out and sharing the troubleshooting steps that you tried with our team. Keep us posted.

 

@ThomasL, how's it going? Were you able to try the steps that klowenst provided?

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi ThomasL,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi ThomasL,

 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward

 

klowenst
Community Member

This is my post! Do not lock it I am still waiting for a response since the case was escalated. No solution has been provided!

EdwardT
Community Specialist
Community Specialist

Hi klowenst,

 

Thanks for letting us know. Could you share the case number of your interaction with our team so I could investigate further?

 

Thanks,

Edward

klowenst
Community Member

Yes, my case number is 4-4631000032762.

Thanks very much Edward.

klowenst
Community Member

I seem to get a new case number every time I call. Today they gave me 9-6595000033339. Are you "investigating this further" Edward?

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.


Best,
Mel

I’m still experiencing the same issue. Nothing has helped so far!

Jhonleanmel
Community Specialist
Community Specialist

Hi klowenst,

 

Thanks for updating us. 

 

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are dropping from the network? Also, do you have any paused devices?

 

Give these steps a try:

 

  1. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  2. Remove any special characters in your network name and password.
  3. Set a custom DNS at 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  4. Unplug the power from your Google Wifi devices for 2 minutes.
  5. If the issue persists, try factory resetting your network.

Let us know how it goes.

 

Best,

Mel

Have you read the case notes? We’ve tried all of this and more. I think it’s time to move on and purchase a new system. Sigh…

Jhonleanmel
Community Specialist
Community Specialist

Hi there,

 

@klowenst, thanks for reaching out and I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

 

Thanks,
Mel

I submitted the form, thanks.

Jhonleanmel
Community Specialist
Community Specialist

Hi klowenst,

 

We didn't see the form you submitted. Could you fill out the form again with your username included.

 

Thanks,

Mel

ThomasL
Community Member

I’ve tried this before without any help

Update: The issue continues to occur when rebooting the router daily. Check that off the list of possible workarounds. Any update on my case? 😞

I called support again. Apparently the engineers had questions for me but no one contacted me to ask these questions. No surprise there but good I keep calling back again and again.... 

The questions are ridiculous, as if I never called in before and explained everything!!! Such as  "What is the issue with the Home device" and "Checking on the Case ID the issue has something to do with Google WiFi. can you verify if it is a Google Home/Nest speakers and display issue or the Google WiFi issue?"

Please!!! I have answered all of these questions already, provided multiple status reports and  done everything they have asked. Now they act like they don't even WHAT THE ISSUE IS!!

Time to start looking for a different product from a different manufacturer.

ThomasL
Community Member

When I had issues with my nest camera this happened to me too. It seems like they want you to get discouraged. But darn it we have spend a lot of money for your product. Prove to us you want to maintain us. Just like with jobs no one is interested in the long term relationship with a customer. 

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@klowenst, thanks for the update. I checked  your case and our team is looking into this. I would suggest continuing the troubleshooting there as we might need some information that can't be shared here.

 

@ThomasL, do you also have a case number from our team?

 

Thanks,

Edward

Every time I talk to some one they start over as if there is no record of the many troubleshooting steps that have already been completed.

After opening several tickets and getting nowhere. I gave up and purchased a whole new mesh Wi-Fi system which is working flawlessly. After researching, I ended up going with the AmpliFi mesh Wi-Fi . 

Goodbye Google!

ThomasL
Community Member

Sorry to see you go but completely understand. Let us know how you like it. I haven’t pulled the plug yet because I still believe in the grass isn’t always greener concept. But if you give some good feedback I might go for it. 

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@klowenst, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. Please continue the conversation there. Also, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

@ThomasL, thanks for your patience and for sharing your insights.

 

Best, 
Mel

Hey there,

 

@ ThomasL, have you had the chance to fill out the form?

 

Should you still have some questions here. Let us know by replying to this thread. 

Regards, 
Mel

I'll still track this issue, hoping that a firmware update may resolve this. If so, I'll pass on my Google system to a family member who may benefit from it. I just couldn't wait any longer if I want to keep working from home, which I very much do!

So far so good with the AmpliFi system. Setup was easy and the app interface is better than Google Home IMO. I'll need to run it for some time to feel comfortable recommending them but I'll give another update later. One thing I really likes is the points plug directly into an outlet so no need to power adapters other than the router. Also the router has 4 ethernet ports so I no longer need a switch to use a cabled connection for both my Desktop PC and camera system base. 🙂

Hate to break it to you but I worked on trying to fix it for many months (numerous posts here) and like so many on this forum I concluded Google WiFi is a lemon, so I replaced it. I'm ~2 weeks in using a Netgear orbi with zero problems. Wish I had better news for you.

I know that's the answer to replace it. But so annoyed about it. The time and money invested as well as getting no love even supporting the larger Google Ecosystem makes it hard to let it go.  Particularly when they are launching a new WiFi product as well.  This has been going on for well over a year.

I'm waiting to hear what the fixed firmware version number is........ Any day now what version is coming?

HiNick808
Community Member

It's honestly shameful and appalling that Google still advertises the current device with a discount to entice people to buy it... and there's no way I'm putting more money into Google mesh wifi hardware.

I'm not holding my breath that the firmware mentioned is coming and will actually fix the issue since this has been going on for a year or more.

isaackw
Community Member

Over the past 2ish weeks my Google Wifi (1 base and 1 connection point) are dropping out for a couple minutes with ever greater frequency. I've rebooted the network several times and checked all connections/cables. This is making WFM and streaming untenable. Are there any firmware updates available, or any tips? These are local connection issues, not my ISP. 

Chappy
Community Member

I am having the same issue. 

connorb
Community Member

Same issue here. Talked to my ISP already, no issues on their end. One device will disconnect or a few at a time. Already went through the basic troubleshooting steps. This has been happening for the past month.