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Apple devices disconnecting reguarly over the last few months
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1 Recommended Answer 110 Replies 126 Upvotes FYI it's Google Wifi not Nest, but they seem to have removed that option!
Over the last few months I've had continuous disconnects from ios devices; iphone 8, 10, ipad air 2 and also constant vpn drops from my macbook, when connected to Google Wifi. All have the latest updates, albeit still waitining on the very latest Google Wifi firmware; currently on 12371.52.22.
Connecting directly to my broadband router solves the issues, as long as I assign a static IP etc to ensure its routed throught the router and not google wifi. DHCP server is off on my broadband router.
We've had the mesh for a few years, it seems a recent issue. It seems all other devices are fine (even the Apple TV which is weird).
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Hi Dean,
Welcome to the Google Nest Wifi Help Community,
Thank you for posting your concern here. I apologize for the delayed response. Are you still having this the same issue? If yes, then let's go ahead and see how we can assist you regarding this matter. Could you possible tell us what's the make & model of the modem you're using on the network? Also if you haven't done so, could you try changing your network name/SSID and password? Make sure that you're giving your network a new name & password and avoid using special characters or spaces as other wireless devices are not able to read or do not support special characters, it may connect at one point but it may also have a hard time to maintain a stable connectivity on the network.
To change it, open the Google Wifi app 
> Tap Settings & actions tab 
> Network & general > Under the "Network" section, tap your network name > Tap Edit 
> Enter a new network name and password > Save.
> Tap Settings & actions tab 
> Network & general > Under the "Network" section, tap your network name > Tap Edit 
> Enter a new network name and password > Save.Also, try changing you network's DNS - this can help the network connecting to a closer or more optimized DNS servers, eliminating checking multiple redundant DNS servers. From the Google Wifi app 
> Settings Tab 
(3 dots and a gear) > Network & General > Advanced Networking > DNS > select either “ISP’s DNS” or “Custom” if you select Custom we recommend putting these - on primary server put in 8.8.8.8, on the secondary server put in 8.8.4.4 > Save.
> Settings Tab 
(3 dots and a gear) > Network & General > Advanced Networking > DNS > select either “ISP’s DNS” or “Custom” if you select Custom we recommend putting these - on primary server put in 8.8.8.8, on the secondary server put in 8.8.4.4 > Save.Once done, do a full network restart to allow the entire network and the devices connected to it to reestablish connections.
- Disconnect the power cable and Ethernet cable from the primary Wifi point.
- Disconnect the power cable from the other Wifi points, if applicable.
- Disconnect the power cable from the modem.
- Allow the power to stay disconnected from all for 5 minutes.
- Connect the power back to the modem only and wait for it to fully boot back up.
- All lights should be lit up before moving to the next step.
- After the modem is back online, connect the Ethernet cable back to primary Wifi point's WAN port. (globe symbol port).
- Connect the power cable back to the primary Wifi point/ Wifi points.
- Allow all Wifi points to be fully back on.
Hope this helps.
All the best,
Nhest
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Hi Dean,
Welcome to the Google Nest Wifi Help Community,
Thank you for posting your concern here. I apologize for the delayed response. Are you still having this the same issue? If yes, then let's go ahead and see how we can assist you regarding this matter. Could you possible tell us what's the make & model of the modem you're using on the network? Also if you haven't done so, could you try changing your network name/SSID and password? Make sure that you're giving your network a new name & password and avoid using special characters or spaces as other wireless devices are not able to read or do not support special characters, it may connect at one point but it may also have a hard time to maintain a stable connectivity on the network.
To change it, open the Google Wifi app > Tap Settings & actions tab > Network & general > Under the "Network" section, tap your network name > Tap Edit > Enter a new network name and password > Save.
> Tap Settings & actions tab > Network & general > Under the "Network" section, tap your network name > Tap Edit > Enter a new network name and password > Save.Also, try changing you network's DNS - this can help the network connecting to a closer or more optimized DNS servers, eliminating checking multiple redundant DNS servers. From the Google Wifi app > Settings Tab (3 dots and a gear) > Network & General > Advanced Networking > DNS > select either “ISP’s DNS” or “Custom” if you select Custom we recommend putting these - on primary server put in 8.8.8.8, on the secondary server put in 8.8.4.4 > Save.
> Settings Tab (3 dots and a gear) > Network & General > Advanced Networking > DNS > select either “ISP’s DNS” or “Custom” if you select Custom we recommend putting these - on primary server put in 8.8.8.8, on the secondary server put in 8.8.4.4 > Save.Once done, do a full network restart to allow the entire network and the devices connected to it to reestablish connections.
- Disconnect the power cable and Ethernet cable from the primary Wifi point.
- Disconnect the power cable from the other Wifi points, if applicable.
- Disconnect the power cable from the modem.
- Allow the power to stay disconnected from all for 5 minutes.
- Connect the power back to the modem only and wait for it to fully boot back up.
- All lights should be lit up before moving to the next step.
- After the modem is back online, connect the Ethernet cable back to primary Wifi point's WAN port. (globe symbol port).
- Connect the power cable back to the primary Wifi point/ Wifi points.
- Allow all Wifi points to be fully back on.
Hope this helps.
All the best,
Nhest
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All of this has been done, albeit a lot of it is the equiviliant of turn it off and on again.
FYI the new firmware update has been applied.
It seems largely to be disconnects and reconnects from one mesh point to another that seems to cause the outage on the devices. Also, the Apple TV is connected by ethernet which explains why it isn't an issue here.
By the way, this seems to be a reoccurring issue on Apple devices - there are many threads on it, on here and Reddit.
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Also, the ISP is BT (UK) and it's a Smart Hub 6 with the latest firmware (SG4B1000E020)
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Hi Dean,
Thanks for the heads up! We appreciate you sharing some information regarding the issue. I'll definitely try to take a further look into this matter on my end too. Please feel free to loop back in if you have further questions or concerns and I'll be happy to assist you.
Thanks again!
All the best,
Nhest
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If anyone is still experiencing this issue, please follow the instructions below and assign a static IP address for each affected device:
Believe me when I say that I have been pulling my hair out ever since I purchased my google WiFi system - I have had a ticket open for the best part of six months and nothing Google suggested made any difference.
Ever since I assigned a static IP address for each iOS device, I’ve had no problems whatsoever, so it looks like this is the definitive solution.
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