Hello. I'm hoping someone out there can help. We have been dealing with this problem for almost a year now. We initially had the old puck style Google mesh system that worked flawlessly and we loved it. All of a sudden our basement point started disconnecting. I called Google and they did all the things they could think of. In the end they said the point was bad and since out of warranty I was out of luck. I bought the new bubble shaped Google Nest mesh system with 3 points. This system worked great for a couple days and then we noticed disconnecting. Sometimes for minutes. before it would come back. I then replaced our modem with a Motorola DOCSIS 3.0. The problem continued.
I downloaded Ping Plotter and could now see all the package loss occurring. It was happening at all times of day and sometimes small loss and other very long losses. I had Cox come out 3x and in the end we hardwired my PC and the drops stopped, pointing to it being the router as the issue. I then replaced the Google Nest mesh with an old TP Link router. No problems with wifi and package loss. I contacted Google and they had me do some trial and error with different electronics in the house that could be causing interference. Nothing fixed the issue. We had not changed anything when the problem began.
Frustrated I went out and bought another expansive mesh system, the Eero. This worked great for a couple days and the problem AGAIN came back. We both work from home so this is extremely problematic. Why would this happen on both the Nest and Eero. There's no rhyme or reason for when the drops start. For example as I'm typing this I went to look at Ping Plotter and there was a disconnect for almost 10 minutes. Please can anyone point me to a solution or reason? It has been so frustrating to have Zooms drop for work.
I downloaded Ping Plotter and could now see all the package loss occurring. It was happening at all times of day and sometimes small loss and other very long losses. I had Cox come out 3x and in the end we hardwired my PC and the drops stopped, pointing to it being the router as the issue. I then replaced the Google Nest mesh with an old TP Link router. No problems with wifi and package loss. I contacted Google and they had me do some trial and error with different electronics in the house that could be causing interference. Nothing fixed the issue. We had not changed anything when the problem began.
Frustrated I went out and bought another expansive mesh system, the Eero. This worked great for a couple days and the problem AGAIN came back. We both work from home so this is extremely problematic. Why would this happen on both the Nest and Eero. There's no rhyme or reason for when the drops start. For example as I'm typing this I went to look at Ping Plotter and there was a disconnect for almost 10 minutes. Please can anyone point me to a solution or reason? It has been so frustrating to have Zooms drop for work.
- Provide us with the make and model of your laptop (if applicable) - We have an Apple MBP, an HP Desktop (never used) and a company supplied Dell laptop.
- Provide us with the make and model of your router (if provided by your ISP please note) - Currently running the Eero AX1800 with 3 pucks total
- Provide us with the make and model of your modem (if provided by your ISP please note) - Motorola DOCSIS 3.0
- Provide us with the exact specifications of your PC (if applicable) including:
- Make and model of motherboard
- Make and model of USB / PCI-E / motherboard Wifi Adapter,
- Operating system and current version being used (eg Windows 10 version 1909 or Mac OS X version 10.5.3 - This happens on all devices, not just a PC.
- You will also need to post your ISP and connection type*. - Cox. Coax. I think that's what this is asking.
- You will also need to post the exact number of devices connected to your router (this includes tablets, smart phones, laptops, and desktop PCs) as some routers can only handle a specific number of devices at a time. - Around 10 depending on time of day.
- Post any and all error messages you are getting from your ISP or Windows itself - None, other than what I see on Ping Plotter.
- If requesting help with current Wifi standards, such as Wifi 6, it will help to know what equipment you are connecting to what router
- If requesting help with non PC related Wifi devices, such as a gaming console or streaming device, let us know what it is you are trying to connect - This issue disrupts everything. Including when using our Apple TV's and Apple iPad.