topic Re: Nest Wifi Pro Issues in Nest Wifi

Nest Wifi Pro Issues

Kmolleson — Sun, 22 Jan 2023 16:23:34 GMT

Switched recently from my ancient Google WiFi mesh in hopes of picking up some speed and support for some of my newer WiFi 6 devices but I feel like I wasted my money. I'm at a loss and thought I'd try here before returning them and moving to another brand. I've been thru these and other forums many times trying recommendations and none seem to work. I've tried factory resets, turning off ipv6, turning on/off guest network, removing special characters from password, swapping the 2 units to opposite locations, and a handful of relocations in the house; none of which have helped. Here are the issues that still persist.

1. Secondary router acting as point seems to randomly drop the mesh, even though it shows good connection. This happens 2-3 times per day, and disconnects all of my devices downstairs.

2. Physical speeds: Had cable company come out and help test every corner of my physical network. Full gigabit speeds pass through every cable and device except my Nest Pro router. Gigabit goes in and the I get less than half out even over a physical connection (960Mb/s in, 420Mb/s out).

3. WiFi speeds: As previously mentioned, confirmed gigabit speeds going into the router but even in the same room, 4 feet away, on a WiFi 6 compatible device I'm only getting around 250Mb/s. This is worse for anything connected to the point downstairs as those devices are constantly under 100Mb/s which had rendered streaming to downstairs (via Chromecast) nearly unwatchable).

Re: Nest Wifi Pro Issues

Anonymous — Sun, 22 Jan 2023 17:29:10 GMT

As it's not mentioned:

Are you running double NAT? It could affect speed and stability, thus it's recommended to have any ISP equipment in front in bridge mode.

Are you running wired backhaul? If yes, what exact switch are you uding? It should be unmanaged, and should not have loop detection/prevention features, as it will affect wired speeds. If you're using a managed switch:

Re: Nest Wifi Pro Issues

Kmolleson — Sun, 22 Jan 2023 23:12:50 GMT

No double NAT as I'm running the Netgear CM1100 cable modem. Simple modem, no router functions. I'm not running a wired backhaul yet. I have a dumb switch in the setup but I've tested w/ and w/o it and it doesn't change anything.

Re: Nest Wifi Pro Issues

Anonymous — Mon, 23 Jan 2023 07:41:33 GMT

Then I'll escalate the thread, hoping Google support/techs can take a look at logs and see what's going on.

Other things worth checking out:

Make sure you don't have any rogue DHCP servers in your environment, like a home lab project VM or whatever.
If you got a wireless surround speaker setup, those are often the cause of wireless interference with Wi-Fi gear. Should be less a problem with Nest Wifi Pro that uses 6ghz as backhaul though.
- https://www.googlenestcommunity.com/t5/Nest-Wifi/Wifi-interferes-with-my-other-devices/m-p/80276/highlight/true#M6920
- https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-Nest-access-point-quot-weak-connection-quot/m-p/126386/highlight/true#M12769

Re: Nest Wifi Pro Issues

Kmolleson — Mon, 23 Jan 2023 10:07:44 GMT

I appreciate the escalation. I went throughout the house with the WiFi analyzer too. No crazy interference other than typical neighborhood saturation.

Re: Nest Wifi Pro Issues

Smatt22 — Tue, 24 Jan 2023 20:28:54 GMT

I had a form topic open about this exact some issue a while back. A firmware update seemed to have fixed that sporadic drop in download speed for me at the time but it looks like it's back. I just saw 830mb/s from Mesh router to cable modem and 25mb/s Mesh router to iphone (13s) standing right next to the Mesh router. 30sec later, I get close to 600 mb/s on the iphone; same location, same device.

Re: Nest Wifi Pro Issues

Kmolleson — Fri, 27 Jan 2023 02:37:19 GMT

Was really hoping for a more pseudo-official response by now. Grasping for answers, I plugged the old Google WiFi units back in and set it up again. Speeds are nearly half of what the Nest Pro stuff tested at, but with none of the device connectivity problems. And the mesh is stable as a rock. There's definitely something fishy going on w/ those Nest Pro units. Incredibly disappointed.

Re: Nest Wifi Pro Issues

agiordano — Sun, 29 Jan 2023 04:11:21 GMT

I am having the exact same problem as OP!

Re: Nest Wifi Pro Issues

AbigailF — Mon, 30 Jan 2023 01:22:20 GMT

Hey folks,

Thanks for lending a hand, @Anonymous.

@Kmolleson, I’m sorry to hear that the issue persists. I understand that you’ve done most of the troubleshooting steps. One last step that wasn’t mentioned in this thread is to change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Let us know if you’ve done this too.

@Smatt22 and @agiordano, I have a few questions:

Are you using a modem/router combo from your Internet Service Provider (ISP)?
How many devices are dropping from the network?
Also, do you have any paused devices?

Give these steps a try:

If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
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.
Remove any special characters in your network name and password.
Turn off IPv6.
Change your DNS server into 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.
Unplug the power from your Google Wifi devices for 2 minutes.
If the issue persists, try factory resetting your network. Take note that this will remove all network data.

We'll wait for your update.

Thanks,

Abi

Re: Nest Wifi Pro Issues

agiordano — Mon, 30 Jan 2023 01:27:17 GMT

Hi! I was on the phone with Google support last night for 54 minutes doing the above steps with no luck. The representative sent to to what I assume is 2nd level support. I am using the modem from my fiber company-not a combo.

Re: Nest Wifi Pro Issues

Smatt22 — Mon, 30 Jan 2023 18:17:42 GMT

@AbigailF I use a Cox gateway (w7 - latest model) in bridge mode. The Mesh router is plugged into the 2.4Ghz Ethernet port of the gateway. I have 19 devices, many of them paused.

I've never seen the issues with disconnects that others are describing, for me, it's about the lack of consistent download performance. It seems download speeds have stabilized in the past couple of days (firmware update?) but peak performance continues to be somewhat disappointing. I enabled the wifi feature of the cox gateway for a while. Its built-in wifi out-performed every one of my connections via the Mesh network, even for a device that's connected to the Ethernet port of the Mesh router. Latency is very low and stable on that wired connection but download performance is pretty much the same as the wifi connection. It could be just my particular setup but I've come to the conclusion that I'd be better off just having one router / gateway in a central location of the house. The Mesh doesn't seem to add much if any value.

Re: Nest Wifi Pro Issues

Kmolleson — Mon, 30 Jan 2023 19:34:54 GMT

@AbigailF I used to only run public DNS but it was causing some authentication issues w/ some work things, so I haven't tried public DNS on the Nest Pro setup. I have since replaced the Nest Pro system w/ the old Google Wifi setup I had so that I actually had something that worked, but I will try to factory reset the Nest Pros, again, then switch them back sometime early this week to test the public DNS and see if it helps. I don't anticipate it's going to magically bring the mesh/connectivity issues inline though, so I'm hoping there's more to check. I have to completely spin down my whole home network and switch each time I want to test something because it's just flat unusable and unreliable w/ the Nest Pros in place, so the more things I'm able to test at once, the easier it is for me. Thanks though, I'll come back w/ my results.

Re: Nest Wifi Pro Issues

AbigailF — Wed, 01 Feb 2023 00:15:56 GMT

Hello again everyone,

@agiordano, could you provide the case ID number of your interaction with our senior support? I’d like to personally check the case for you.

@Smatt22, thank you for the details. I understand that you’d like to keep your current setup. In case you change your mind and you’d like to troubleshoot, you can try the steps I mentioned previously. Let us know if the issue persists after that.

@Kmolleson, we appreciate your efforts in doing the troubleshooting steps. Give us an update once you’ve tried it.

Regards,

Abi

Re: Nest Wifi Pro Issues

ChargePositif — Thu, 02 Feb 2023 03:49:09 GMT

Hi Abigail,

I hate to jump into this thread, but I have had zero luck with the suggestions that the specialist with The Google Nest Customer Care Team sent me. In fact the one about making my DSL modem a "transparent bridge" caused my Google base router node the fail to complete the setup with this error message in the Google Home app: "Request Failed. Please try again later." So I tried several times "later," with gaps of up to an hour, and still no joy. I reverted to a "Double NAT" setup (no overlap of IP address ranges between the DSL modem and the Google Nest Wifi Pro 6e base node) because at least the base node is providing wifi.

My case number is [1-5590000033390]

Re: Nest Wifi Pro Issues

Smatt22 — Thu, 02 Feb 2023 22:42:44 GMT

@AbigailF Thx for your support. One more thing. The speed test in the Google Home up consistently reports significantly lower speeds (200Mbps lower) than speedtest.net, the speedtest most ISPs recommend. I was going to open a support ticket with the ISP given the (low) numbers I'm seeing in Google Home but then found close to max speed (1Gbit) with speedtest on a wired connection into the Mesh router that's connected to the ISP gateway/modem.

Re: Nest Wifi Pro Issues

AbigailF — Wed, 08 Feb 2023 01:19:12 GMT

Hi folks,

@ChargePositif, thanks for the update. Our senior support has sent you a new email. I suggest letting them know about your issues with setup so they can further assist you.

@Smatt22, if you’re seeing inaccurate speed test results from your Google Home app, try using a different smartphone and do another speed test. You can also try uninstalling and reinstalling your Google Home app. Let us know how it goes.

Best,

Abi

Re: Nest Wifi Pro Issues

AbigailF — Thu, 16 Feb 2023 03:55:11 GMT

Hey everyone,

Checking back in should you still have some questions here. Let us know by replying to this thread.

Cheers,
Abi

Re: Nest Wifi Pro Issues

agiordano — Thu, 16 Feb 2023 03:55:58 GMT

I have returned my nest router.

Re: Nest Wifi Pro Issues

ChargePositif — Sun, 19 Feb 2023 07:37:01 GMT

Hi Abi,

I'm following up on this message thread with the same note that I have posted on several others on which I have participated.

------

I've been working with "Neil" on the Google Wifi Care team, and I was asked to swap one of the "remote" mesh nodes with the "base router" mesh node to see if that made any difference. The short answer is that it did before it didn't. The "working" two-node mesh lasted for just under 8 hours before the "remote" mesh node went offline; a state that the "remote" mesh node maintains as I type this.

The last message I received from "Neil" was the process to follow to replace one of my nodes. Unfortunately I don't want a replacement node because I don't believe anything will change. I don't believe that a replacement node will magically heal a combination of hardware/firmware/software that has no business being called a wifi mesh system. At best it is three wifi routers that work well on their own, but don't play well with others. As such I have requested that Google refund my full purchase price and pay for return shipping. That said I expect to be as disappointed with Google's response to my refund request as I have been with their response to the problems with the Google Nest Wifi Pro 6e "mesh system," and the performance of the Google Nest Wifi Pro 6e "mesh system." I'm putting mesh system in quotes because it's not actually a working system, even though it was sold as one.

Re: Nest Wifi Pro Issues

AbigailF — Tue, 21 Feb 2023 05:17:34 GMT

Hey again folks,

@agiordano, we're sad to see you go. If ever you change your mind, we're here to help.
@ChargePositif, we understand where you’re coming from. I checked your case again. The senior specialist handling it will be updating you shortly.

Cheers,

Abi