topic Re: Escalation - again in Nest Wifi

Escalation - again

niteshon — Wed, 10 Aug 2022 02:34:48 GMT

After months of follow-up, Google finally exchanged the Nest Wifi router and Point. because of my past experience, I was hesitant in using it since it was replaced back in June.

Today, I unpacked it and gave it a try, the results were even worse. This thing doesn't work.

I get 550mbps speed only when I am close to the router, however, when near the Point it drops to 20mbps

Re: Escalation - again

TheSweeney — Thu, 11 Aug 2022 17:11:25 GMT

I have the same exact problem. I have 990 mpbs at my router with 500-600 mbs per second on wifi. My access point is literally 25 ft away from the router, my point is at 50 mpbs. Someone must have figured this out.

Re: Escalation - again

niteshon — Fri, 12 Aug 2022 08:12:22 GMT

not sure if Google Support has the solution, I once again packed it and went back to my old Netgear router.

Re: Escalation - again

EdwardT — Wed, 17 Aug 2022 02:04:10 GMT

Hi folks,

Thanks for reaching out. I'm sorry to hear that you're having issues with the speed of your Google Wifi. I'd love to know more about this and I have a few questions:

Have you tried doing a mesh test? What's the result?
Are there any devices near your Google Wifi points that could cause interference?

Looking forward to your response.

Thanks,

Edward

Re: Escalation - again

niteshon — Wed, 17 Aug 2022 03:26:54 GMT

Hi Edward,

I have learned a lot from long hours working with Google Support and followed all the recommended steps and tools available for testing.

I am really really surprised to see Google devices not working as promised.

fyi....this device was replaced by Google recently after the previous one was found to be defective.

Thanks

Re: Escalation - again

EdwardT — Fri, 19 Aug 2022 02:03:15 GMT

Hi niteshon,

Thanks for the response. Could you share your case number of your interaction with our team so I could investigate further?

Thanks,

Edward

Re: Escalation - again

EdwardT — Wed, 24 Aug 2022 23:51:11 GMT

Hi niteshon,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

Thanks,

Edward

Re: Escalation - again

niteshon — Thu, 25 Aug 2022 03:29:45 GMT

There were 10+ case numbers created, is there no way for you to find them?

One of it - 8-6246000032510

Re: Escalation - again

EdwardT — Wed, 31 Aug 2022 22:48:12 GMT

Hi niteshon,

Thanks for providing the case number. Just to verify, have you tried any troubleshooting steps with the replacement Google Wifi devices?

Thanks,

Edward

Re: Escalation - again

niteshon — Wed, 31 Aug 2022 22:53:51 GMT

Yes, I did whatever I could, and still the same result.

Re: Escalation - again

EdwardT — Wed, 07 Sep 2022 00:56:26 GMT

Hi niteshon,

Thanks for the response. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

Re: Escalation - again

EdwardT — Sat, 10 Sep 2022 02:22:00 GMT

Hi niteshon,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep your lines open as they may reach out to you anytime soon. Also, please be advised that this thread will be locked after 24 hours.

Thanks,

Edward