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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?

 

 

 

 

1,464 REPLIES 1,464

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. 

Same issue here - especially apple products (my pc seems to stay online)

I also tried a full factory reset - nest wift+2 points (with all the cumbersome and time-consuming work also re-installing 10 chrome cast tv, audio devices) 

I got the update and same it will go on for some time and go off and try to re connect i got tired of it after a week so im using my old router again, i was in contact every day for about 6 days with google reps and they just tell you to reset, they run test, ask you to send logs to show it crashes, blame my internet provider, and change DNS settings, none of it help they also refuse to send me a back up unit even after they realize it's the router, it sucks because my warranty expired and i really did like this product, i guess now i will just keep it and hope before they discontinue it they fix it so i can finally use it.

klowenst
Community Member

Same issue here, so annoying!

Jeff
Community Specialist
Community Specialist

Hi all,

 

Sorry for all the issues you're seeing with disconnects. We've actually been seeing an uptick in reports lately and we have internal teams looking at this issue right now. I've yet to hear back about that, but I'll update things here when I do hear more. In the meantime, there's an update rolling out for the WiFi products, so you might see a firmware upgrade hit soon. Hopefully this helps smooth out your issues. As for the exact timing of the update, it is starting to go out now, but it goes out in waves and some people might see it land before others. If you get the update and notice any changes, please let us know.

 

Thanks,

Jeff

isaackw
Community Member

Thanks Jeff, a fix can't come soon enough. I really want to stay in the Google ecosystem, but this is making work from home untenable. 5 dropouts today. No update yet as far as I can tell (or at least the issue is persisting). I'd upgrade to the Nest wifi, but I understand it is having the same issues and I'm holding out for wifi 6 gen 3 to be released. All in all, this is not an exceptionally old unit (got it just before Nest release), and it should have some life left in it. So frustrating!

isaackw
Community Member

Any updates on firmware Jeff? I've had to switch to a backup router in the meantime, so I want to plug the Google wifi back in when I know it can get the upgrade.

Jhonleanmel
Community Specialist
Community Specialist

Hi isaackw,

 

We appreciate your interest and patience, however, we don't have any news to share about the update's exact roll-out date. Your Google Wifi will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network.

 

Best,

Mel

Is this issue prioritized? People are wrongly blaming their ISP and devices for an issue produced by the Google router.

F1FTYTHREE
Community Member

Update on this? Just posted my experience below.

This is the same message we’ve been getting for a year; ever since google unilaterally pushed a firmware to break everyone’s device and didn’t offer a rollback option.  I have recently bought 6x eero pro 5’s to replace my 7x google wifi devices, and lo and behold, all of my issues (with regards to slow and disconnecting wifi) have disappeared the same day as the replacement and have not come back.  It’s been a year of no one at google caring.  If anyone is starting a class action suit, contact me please.  This willful destruction of purchased hardware is unethical and I dare say illegal.  I hope to see you in court.

swingle73
Community Member

Hey Jeff,  I have many of Nest Routers/AP installed in family members homes.  I've recently run into the AP going offline randomly throughout the day.  Have you hear of any update to this issue?  Is it hardware related?  Do you know if good if offering replacements within their warranty period.  Please let me know.

 

Thanks,
Mike S.

Chappy
Community Member

Hate to ask a Stupid Question, but I've been stupid before--and I know, "There are no stupid questions--but there are inquisitive idiots!" Anyway, how does one know if and when the firmware has been upgraded? Is there a notice or something, do I get an email or does the speaker on the device just announce, "Hear ye, hear ye, new firmware has been downloaded?"

Also, so glad to hear you are working on this. Today I was dropped at least 6 times. And when one is 100% remote working it is very frustrating to tell my team that I am having to logoff again.  I was looking at new routers on the Best Buy app on my phone because I was getting so frustrated. But now, I'll wait to see what happens. 

isaackw
Community Member

I'm software version 14150.43.81 (go to home app, wifi, main router settings to check). I'm assuming this is the old firmware as I just had another dropout. 

Hey - is this have a projected fix on the way? This same thing is plaguing my setup.. and it started exactly three weeks ago. Since then, I’ve fully wasted my ISP’s time and effort.. they replaced my modem, all my lines, and fittings - only to try their router and the issue went away.. then I found this thread. These google routers are marketed (and win awards) for being virtually error free and specifically for not dropping connection. 

Hi - so is it the Google Nest Router that's causing the connection drops? I've been dealing with this too for a few months. First, they sent out a tech and he upgraded my fiber jack and it was ok for a few weeks, but this week I'm getting constant drops several times a day. I work from home too and this is beyond frustrating...Does anyone have an update on this?? Firmware update? Anything?

I highly suspect that the Google Nest Router is the culprit here. See my lengthy thread about it here

I think it is a firmware issue as too many users are reporting the same issue for it to be a failing hardware router for everyone at the same time. I have also been extremely frustrated while working from home and my connection drops repeatedly. 

I opened several tickets and got no where. 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.

I gave up and purchased a while new mesh Wi-Fi system which is working flawlessly. After researching, I ended up going with the AmpliFi mesh Wi-Fi .  Goodbye Google!

Is this the one you bought? https://www.amazon.com/AmpliFi-Ubiquiti-Seamless-Touchscreen-Expandable/dp/B07YNX7WJN?source=ps-sl-s... If so I may purchase one, since it’s working great for you. I’m tired of the drops and Google giving me the run around…

Yes, but I got the bundle pack that includes 2 points along with the router. I have to say the touchscreen on the face of the router is cool and convenient! 

Is it this one? Pretty easy to set up with the fiber Jack?

I got my AmpliFi system yesterday and so far no drops! 😄👍

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

We're sad to see you go, @Amandology. We hope we can make it up to you in the future. Send us a message if you change your mind.

 

Best regards,

Mel

Hi,

I have Google Fiber as my ISP, I just can't use the Google Nest WIFI products any longer. The connection drops were over 12 time a day. That's unacceptable when you work from home.

Jhonleanmel
Community Specialist
Community Specialist

Hi Amandology,

 

We understand. If you ever change your mind, we'll be here to help. 

 

Best,

Mel

That’s exactly what’s happened to me. I do t understand how Google is letting this persist - they went from winning awards for it being the most stable consumer router out there to.. this - which is an expensive issue to be ignoring (people actively leaving the google ecosystem for stuff that works .. on a google thread). 

I do hope they fix this - I bought three of these routers, and everything was great for about a year. Now, whatever they did - it’s exactly as you’ve described, and I’m about out the door as well.

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@klowenst, thanks for the help and added details. We're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

@F1FTYTHREE, sorry for the inconvenience this has caused. 

@Amandology, thanks for letting us know about your concern and I'm sorry to hear about this, rest assured that our team is doing its best so you have a better experience with your Google Wifi.

 

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

There’s no acknowledgment of the issue we’re all talking about here - that only suddenly started happening. Your suggestions are appreciated but are not helpful. This issue needs to be rectified via an update or customer care. We shouldn’t Have to be kicking advanced settings for a device sold to be (mostly) plug and play. Again - the entire setup was GREAT until about 3-4 weeks ago now. Nothing changed, except it stopped staying connected.

Jhonleanmel
Community Specialist
Community Specialist

Hi F1FTYTHREE,

 

We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback and I totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try.

 

Best regards,

Mel

I should have stated the obvious: I tried your troubleshooting. Same issue - devices connected past the google router continue to drop, even though the speed test (from modem to router) always says things are fine.

Jhonleanmel
Community Specialist
Community Specialist

Hi F1FTYTHREE,

 

Thanks for getting back to us and for trying those steps. I'm sorry that you're still having issues with your Google Nest Wifi.

 

The firmware update is rolling out now. It goes out in waves to devices and everyone will have it within the next 1-2 weeks. It really could land any day and you won't need to do anything to receive the update, it will download and install automatically for you. 

 

Thanks,
Mel

klowenst
Community Member

Yes, that's it. I have mine connected to an ethernet port on the modem provided by my ISP.

Oh ok Google Fiber is my ISP, so I guess I could connect it to the Ethernet port on the Google Fiber Jack.

This has been happening for more than a year. There's another thread where you can see the history. Never fear though! Every month, a Google rep posts on the thread that Google is aware of the issue and a fix is imminent! 

If you need consistent connectivity, but ANYTHING else. If you want to play network engineer but not actually get anything accomplished, stick with Google. 

robbiev80
Community Member

I'm going to unsubscribe from this post because the spam emails I get are getting annoying now. Ha, that's probably what Google did. Google isn't fixing anything. Get yourselves the Eero. Good luck!