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)
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.
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!
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.
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: 220.127.116.11, Secondary: 18.104.22.168 > 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.
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:
Let us know how it goes.
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.
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.
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 .
@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.
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. 🙂
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?
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.
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.