Google Nest Pro Nightmare

[#1]

I live in an old property with thick walls and after trying a few booster options, one fateful call with Plusnet support, we agreed trying a mesh system would be the best solution.

I bought Google Nest Pro and for two blissful months I had no issues. 150mbs for the first time in my life reliably across all rooms and devices thanks to the mesh. This was plugging directly into the modem using ppoe to setup the mesh and not needing to use the Plusnet hub 2 router.

Then out of nowhere the problems started. Laptops couldn't connect ("no internet, secured" WiFi connection). One Google Nest Pro power plug stopped working (coincidence I'm thinking more than related to connection issues). I called Plusnet and if course there was little help they could provide without me setting up the Plusnet router again. Low and behold, no issue with broadband coming into the house and everything connected happily to the Plusnet router WiFi.

I've since tried what feels like everything.

- plugging the Google nest router into a LAN port in the Plusnet router
- putting the Plusnet router in bridge mode whilst plugging the Google nest into a LAN port
- going back to plugging into the modem to replicate when everything worked originally
- messing with ipv6 turned on and off, static IP addresses, manual IP addresses, preference for 2ghz over 5ghz, reviewing channel usage
- lots of factory resets and on and off buttons

I am totally lost and at the end of my tether. Any help would be really appreciated and apologies if I sound stupid and lost (as Reddit community confirmed). I have had some success.
- I can get mobile phones, security cameras and Roku to connect to the nest WiFi
- I cannot get any laptop to connect, always get no internet, secured

Plusnet are happy they are providing broadband to the house and their router works. Google have been very little help, I am not convinced their help desk fully understand how to fix things (rich coming from me). They ended by telling me to ring my laptop manufacturer....

Once again, any help please would be massively appreciated

[#2]

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@mrphil85 wrote:

... I bought Google Nest Pro and for two blissful months I had no issues. ...
... ... Then out of nowhere the problems started ...

This video blames Google's automatic firmware updates - YouTube - What Is Wrong With My Google Nest WIFI? 

.

[#3]

Hi @mrphil85 

I am sorry to learn of the issues you are experiencing. Not withstanding that, I am pleased to hear the mesh system has brought about some success.

We can arrange to get in contact with you to go through some enhanced techincal diagnostics in an attempt to get to the bottom of the issue however we as a provider are pretty limited as to the support we can provide  when it comes to third party equiptment.

Please let us know at your earliest convenience if you need any further assistance.

Thanks

Lee

[#4 · Accepted solution]

Thanks Lee. 

I think the problem must be with the devices (perhaps the firmware as suggested above although I don't believe there had been a recent update that tallies to when the problem started - as noted in the video, the Home app and hardware give you very limited ability to configure things. I fear the answer is trying a different product). 

[#5]

Problem solved and no idea why I didn't try this before.

Did a factory reset, started again but used a totally different and new network name and password. That has fixed it. Annoying reconnecting all devices to the newly named network but this appears to solve the issue I was having anyway

[#6]

The Nest Pro can be configured to use WPA3-Personal-Transition for WI-Fi connections. The Plusnet Hub cannot. Many clients will not appreciate being connected to a commonly named SSID if the security mode has been 'demoted' from a WPA3 derivative to WPA2. There is some suggestion that moving in the opposite direction can also cause problems with some devices.

When using a completely 'fresh' SSID, you wouldn't encounter any of these challenges.

One way to get around problems like this is to completely 'forget' and recreate the network connection on affected devices.

Not suggesting this is the sole cause of your problems, but based on your latest post, it sounds like it could have been playing a part.

[#7]

@bobpullen 

That is interesting ... might one infer from this, that in a scenario where there are multiple WAPs, offering the same SSID / passphrase combination, some offering / supporting WPA3 and others only WPA2 ... that for some clients WAP roaming might be problematic?

[#8]

@Townman - yes, that's a fair assumption.

Didn't take much Google-Fu to find what reads like a real life example.

Things get more complicated where 6GHz and Wi-Fi 7 are concerned as both mandate the use of WPA3.

[#9]

@bobpullen WiFi 7 and 6Ghz - that’s way over my knowledge horizon.  Wonder where the business will intercept technology developments.  Still need to catch up with EE and offer WiFi 6 and WPA3!!