topic Re: No response from Tier 2 support after numerous phone calls in Nest Wifi

No response from Tier 2 support after numerous phone calls

rburgoon — Tue, 25 Apr 2023 20:23:46 GMT

I contacted support regarding my Google Wifi. The download speed drops more than 75% from the router to the farthest room - 75-80 feet away using 5 wifi devices. My first call was approximatley 3 weeks ago and have probably made 15 phone calls. I keep being told that Tier 2 will contact me within 24-48 hours. I just need some answers.

Re: No response from Tier 2 support after numerous phone calls

PatrickP_Viking — Wed, 26 Apr 2023 12:27:37 GMT

Hey @rburgoon .

Sorry for the lack of response from Tier 2. I have escalated this post for our Community Specialists to assist.

There are several things that can cause the conditions you are experiencing, some easy fixes and some more involved, but we'd need more details and a history of what has been tried to assist in the Community Forum. I understand that can be a lot of information versus continuing with Support that has the details already.

If you decide to see if the Community Forum can assist, we'll be glad to take a look as well.

Re: No response from Tier 2 support after numerous phone calls

rburgoon — Fri, 28 Apr 2023 19:06:54 GMT

Thank you for the response. I will be glad to share anything that will help. The short of it is that I have a one story ranch house where I have the wifi Pods (not sure what they are called) no more than 20 feet apart and very little in between except a door or wall. I start with approx 454 mbps and by the time I get to the far side of the house it is less than 60 mbps.

I have tried moving the pods and even reset the whole network several times but no luck. My house is not wired so I am only using wifi after the router.

I understand I am going to have some loss but this does not seem right. I originally had 3 pods and purchase another 3 but adding does not seem to help.

I have done everything asked by tech support and keep getting promises that help is coming.

Please let me know what additional information you would like.

Re: No response from Tier 2 support after numerous phone calls

AbigailF — Sun, 07 May 2023 02:34:16 GMT

Hello folks,

Thanks for the help here, @PatrickP_Viking.
@rburgoon, I'm sorry to hear about what happened. Could you provide the case ID number of your interaction with our team? I'll check your case for you.

Regards,
Abi

Re: No response from Tier 2 support after numerous phone calls

AbigailF — Thu, 11 May 2023 05:23:31 GMT

Hey rburgoon,

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

Best,
Abi

Re: No response from Tier 2 support after numerous phone calls

rburgoon — Thu, 11 May 2023 14:14:26 GMT

Still have not heard from Tier 2. I called again and went through for the 3rd time placement of the nodes but still have less than 70 mbps at the far end of the house. It starts at 455 mbps at the router. The rep said it must have some obstructions but all of the nodes are less than 25 feet apart and only have one wall that may be in the way of each. What good is a wireless mesh system if you cant have walls between the nodes?

I am open to other suggestions on how to correct this and even willing to purchase a whole new system if needed.

Most frustrating part of this is that I have been told that Tier 2 would review and get back to me but it has been nearly 3 weeks since my issue was escalated.

Re: No response from Tier 2 support after numerous phone calls

PatrickP_Viking — Thu, 11 May 2023 14:45:59 GMT

Hey @rburgoon .

I'm sorry to hear you are still not being contacted by Tier 2 Support; @AbigailF can continue to push on her side.

I do not have access to the Support ticket since I do not work for Google so I don't know what has been done but I am willing to try and help if I can. I realize it is a big ask considering the time you've spent with them but if you can provide details I can see if there's anything I can figure out. I had the Google Wifi from launch until I recently upgraded to the Nest Wifi Pro for additional features and have a complex network setup without issues. I'd need the following if you are willing to provide:

ISP name and the service you have (i.e. speed, TV included?, etc.)
Modem make and model
Connections between devices from the first ISP device in house to the Google Wifi
Any other connections in the network (i.e. how points are being connected, any switches or other network gear, if any devices are connected hardwired, etc.)
Any errors you are getting
Devices affected by the speed issues
How you are doing speed tests
Steps that have already been tried and results

If you are willing to provide the above I'll give it a look too.

Re: No response from Tier 2 support after numerous phone calls

LovelyM — Thu, 11 May 2023 18:31:49 GMT

Hi everyone,

@PatrickP_Viking, we appreciate the assistance.

Thanks for letting us know, @rburgoon. This certainly hasn't been easy for you, so we'd like to take a closer look at your issue. Would you mind sharing the Case ID of your interaction with one of our representatives so we can bump it with our specialist team?

Looking forward to your response.

Kind regards,
Lovely

Re: No response from Tier 2 support after numerous phone calls

rburgoon — Thu, 11 May 2023 19:28:47 GMT

My case number is 0-0371000034519. Any help would be appreciated.

Re: No response from Tier 2 support after numerous phone calls

rburgoon — Thu, 11 May 2023 19:31:32 GMT

I will have to get back to you when I get home. Thank you for your time.

Re: No response from Tier 2 support after numerous phone calls

LovelyM — Fri, 12 May 2023 21:26:53 GMT

Hello rburgoon,

Thanks for the reply! I have already reached out to the agent who escalated your case to our specialist team. I'm just waiting for his response, so expect an update from me once I get news about this.

Cheers,
Lovely

Re: No response from Tier 2 support after numerous phone calls

LovelyM — Fri, 02 Jun 2023 17:11:42 GMT

Hello there pbby21,

It looks like you are already in contact with the agent handling your case for RMA. Please let me know if you need anything since I'm going to lock this thread within 24 hours. If you have further concerns, please feel free to create a new post.

Many thanks,
Lovely