Escalate Case - Support is refusing to assist!

[stvnknoll]

Case ID [4-9878000034428]

Google is blaming my ISP.  I have confirmed with my ISP and modem vendor that it is impossible a firewall is enabled on my ISPs modem plugged directly into a Nest router.  Spectrum and Sercom said that is not possible.  

The units I purchased from the Google store are defective.

I have isolated the issue by testing a cheaper Netgear alternative.  I can return the Netgear if Google would support the issue I raised a case on.

Please help.

Thanks,

Steven

[LovelyM]

Hello stvnknoll, 

Thanks for reaching out. This certainly hasn't been easy on you.

We've made a follow up with our senior specialist team handling your case. We'll get back to you as soon as we have news to share. 

Best,
Lovely

[stvnknoll]

Thanks for your help.  I hope it works!

[3nigmagically]

I have had this same issue with other equipment and Comcast as the ISP. It required multiple frustrating phone calls to technical support and persistently stating that I wanted to speak to a highest level technical support team in their area. Finally, I was put in contact with one of the provisioning level 3 technicians who was able to put their device into FULL BRIDGE MODE. This disabled all the routing functions, NAT, firewall, and DHCP addressing of their device. It acted as strictly a modem at the new configuration was loaded by the level 3 technician. These options are not available to the consumer and must be manually configured by the ISP. My second suggestion would be to DMZ the device. 

[stvnknoll]

It's in bridged mode.  This model modem is in bridged mode out of box.  I confirmed in the documentation and speaking to the modem vendor, there is no firewall on my modem and this is what Google Support is saying my issue is.  The problem started 5 weeks ago.  I've had the modem for 3 years and these latest generation Nest WiFi devices since December 2022.  I replaced my gen 1 Nest WiFi but that performed better than these latest gen devices.

I had Spectrum swap the modem and it was new out of box, same model!  A cheap 3 node Netgear mesh system is out performing the 5 node Nest WiFi Pro latest generation.  I bought the cheap Netgear system to help rule out the issue.  I have proven the Google devices are the issue.  Support said "just keep using the Netgear then" - I was furious.  I spent over $800 in the Google Store online and they're not replacing, refunding, and barely supporting the issue.  I hear from support every 48 hours - it's a joke.

[LovelyM]

Hi folks, 

@3nigmagically, I appreciate the suggestions that you've provided. 

@stvnknoll, it looks like a return was already initiated by our senior specialist team for your Google Nest Wifi Pro devices. We're sad to see you go and we hope we can make up for it in the future. Please let me know if you have additional concerns or questions, as I'll be locking this thread in the next 24 hours.

Many thanks,
Lovely