Delays when starting video calls

[rsblackburn36]

Each time I go on a video call, regardless of the platform (ie Zoom, Teams, Meet) there is a delay which lasts about 30 seconds before wifi catches up to the call. It happens at all times of the day, and there are no issues after that 30 seconds has elapsed.

It feels like Google Wifi is searching between 2.8GHz and 5.0GHz, and then it settles in. If that's the case (not sure if it is), is there a way of setting it to always use 5.0? "Prioritizing" one computer doesn't help, because my wife and I are both on calls throughout the day, so we can't prioritize one over the other. 

Again, there are NO issues other than the delay mentioned above, but on professional calls with clients it's unacceptable to deal with this each time.

I'm using Google Wifi Snow, 3 points, and we're both sitting within feet of the main point. Thoughts?

[cifuentesj]

Hi @rsblackburn36,

Thank you for your timely post and the comprehensive information you've provided.

I am sorry to hear you're running into some trouble with your Google Nest WiFi when you make video calls, and there is a delay. Don't worry, I'm here to help you.

Please follow these steps and let me know how it goes.

1. Open the Google Home app.
2. From Favorites, tap WiFi. 
3. Tap Network Settings. 
4. Tap Preferred activities.
5. Next to Activities, tap the checkbox for the apps, activities, or family Wi-Fi groups the customer would like to prioritize. 

Also, as for prioritizing 5.0GHz over 2.80GHz, there is no specific option for that; I will provide you with other possible solutions. Please share the results of the steps I have provided you.

Thank you for your attention. I await your response.

Regards.

Jeremy

[rsblackburn36]

Hi Jeremy,

Thank you very much for your reply! I really appreciate it. 

I already had done what you asked relative to the Preferred Activities. Do you have any other suggestions?

I know you can also set one device at a time as Preferred for a certain amount of time, but that doesn't really help as my wife and I are both on calls throughout the day so it would be chaotic trying to determine whose device is Preferred, and whose is not throughout the day. 

Again, everything works fine after the initial 30 seconds, but my calls are with my clients and it's not acceptable to have poor WiFi every time I am getting on a call. 

It seems like the WiFi system is searching for the fastest band, and until it does the WiFi is delayed and unstable. I will need to remove Google quickly if I can't get this fixed. 

Thank you, Jeremy! I'm anxious to try anything else you're thinking. 

Rick

[cifuentesj]

Hi @rsblackburn36,

Thank you for your timely response and the information you've provided.

I really appreciate the steps to follow on the previous post and the details. I am sorry to hear that you are still encountering the issue. To assist you further, please provide me with the following information:

• When did the issue start?
• What other devices are connected to the network when you are on a call?
• Is this the first time you are experiencing this issue?
• Have you tried to Hardwire your computer?
• Have you tried connecting to Hotspot? Does it happen the same?
• Did you already try connecting to one point? not just the main router?
• Is there a switch located on the network?

In the meantime, you can try these basic troubleshooting steps:

• Power cycle your devices and computer. If you don’t know, you can follow the steps on this link: Restart the Google Nest or Google WiFi device.
• Unplug your computers and leave it just for 2 minutes, and then plug back in.

Thank you for your attention, let me know how it goes.

Regards,

Jeremy

[rsblackburn36]

Thank you, Jeremy! See below please:

When did the issue start? IT STARTED WHEN WE INSTALLED GOOGLE. WE HAD DIFF ROUTER PREVIOUSLY. (ASUS I THINK) I BELIEVE IT HAD A STATIC BAND, MEANING IT DIDN'T SEARCH FOR THE FASTEST BAND.

What other devices are connected to the network when you are on a call? NOTHING THAT IS USING MUCH BANDWIDTH. STANDARD DEVICES LIKE PHONES, TV, PRINTER, ETC

Is this the first time you are experiencing this issue? SINCE INSTALL

Have you tried to Hardwire your computer? NO. AGAIN, IT WORKED FINE WITH PREVIOUS ROUTER - BEFORE GOOGLE.

Have you tried connecting to Hotspot? NO

Did you already try connecting to one point? not just the main router? NOT SURE WHAT YOU MEAN, SORRY. THE SYSTEM HAS 3 POINTS, AND MY MACBOOK AND MY WIFE'S ARE BOTH WITHIN FEET OF THE MAIN POINT.

Is there a switch located on the network? NOT SURE WHAT THAT MEANS, SORRY.

In the meantime, you can try these basic troubleshooting steps: Power cycle your devices and computer. I HAVE TRIED THAT SEVERAL TIMES.

Jeremy, is it easier if we set a time to talk by phone?

Best regards and thank you!
Rick
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[rsblackburn36]

Hi Jeremy,

I replied to your last note with questions, but I've been traveling and may have missed your reply?

Very interested in a solution. Thank you for your help!

Rick

[lusvin]

Hi @rsblackburn36,

Thank you for your reply, and sorry for the delay. I’m sorry to hear that the situation persists. 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

[lusvin]

Hello again @rsblackburn36, 

we haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help!

[rsblackburn36]

Yes, the problem still exists, and I have completed the form and submitted. I need to rectify this quickly, otherwise I need to purchase a different wifi system. Thank you for your help!

[rsblackburn36]

Hi Lusvin,

i completed the form, and I want to ask a question if you don't mind. 

I spoke with an IT person who thinks it might be a security setting that is causing the delay. Because we use our computers on a private network, the security setting can likely be removed. 

Any thoughts!