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Google Nest Wifi Pro speed drops to essentially zero

Sadwifi
Community Member

Hi all,

Hoping to gain some traction or assistance on this issue. I've opened multiple tickets and spoken on the phone with Google support, but they continue to close out the tickets and send me an FAQ about slow speed. I'm truly amazed Google's support is this bad. I don't think I've come across worse support in the last decade.

Background: Very regularly (sometimes daily and sometimes weekly) the speed across the entire network will drop to essentially zero. I have gig internet and there are no issues with the ISP during these times (they've checked all the error and signal logs on their side).

At first running a speed test from within the Home app would solve the issue. Sometimes power cycling all 3 mesh devices would solve the problem, but sometimes nothing helps. That no longer solves the issue.

This week I discovered that if I give a device priority during this zero speed time, that device will have normal speed but all others remain at zero (I've only been able to try this once though). Checking real time usage, no devices are using an unexpected/high amount of data during this time (so it's not one device somehow hogging the internet).

I have about 60 devices on the house connected across three Nest Wifi Pro devices. All 3 have great or good mesh connection and the speed tests within the Home app are always good.

Im at a loss and so frustrated that I paid the money to upgrade and have worse internet connection (my TP-Link Deco mesh network never had connectivity issues) when I thought I was upgrading to the newest and greatest wifi.

Some other relevant info: I have numerous other Google home devices including doorbell, outdoor cameras, indoor cameras, thermostats, and hubs in almost every room.

To me this seems like a Google software issue where there is some breakdown in the protocol to distribute internet across the mesh system. I'm no expert on the subject, but through troubleshooting I can come to no other solution.

Any advice you can offer is well appreciated. At a minimum I hope this helps Google resolve the issues because at this point the Wifi devices are useless if they're not reliable. I'm so disappointed in the customer support and the fact that one of the most sophisticated tech companies in the world has this issue on their devices.

Thanks in advance for your time!

 

 

15 REPLIES 15

sjsy09
Community Member

I am experiencing the same issue and have very similar conditions to this post. Please advise why this is occurring.

jix
Community Member

Hello,

I have exactly the same issue here, with 2 Nest Wifi Pro.

I'm working from home, my wife too 3 days a week, everything is working fine..

.. until the Nest Wifi Pro decides it does not want to work anymore, no traffic at all or very slow, it depends, with connection and disconnection from meetings .. 

There is no problem with devices connected via cable to the routeur or switches, problems are coming only with Wifi.

I had a Xiaomi router before, and no problem with it, luckily I kept it as I may have to reconnect it..

We cannot work like this, it's honestly impossible..

I hope you can help to fix this, something is very wrong here ..

AbigailF
Community Specialist
Community Specialist

Hey everyone,

@Sadwifi, thanks for posting and apologies for the late reply. You mentioned that you are already in contact with our Google support. Could you provide the case ID number for our reference? I’d like to check on your case.

@sjsy09 and @jix, 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 delete all network data.

Let us know how it goes.


Best,
Abi

Sadwifi
Community Member

Thanks Abigail. Appreciate the assistance. 

Here is the most recent ticket number I believe: 1-8241000033491

To be clear the devices aren't dropping. They're all showing connected but the speed drops to essentially zero across all devices.

  • Not using a router/modem combo
  • Points have great connection and at other times easily have wifi speeds of 500+ across network
  • No special characters used
  • IPv6 is off
  • DNS server was already changed and that didn't help
  • Power cycling doesn't help resolve the issues long term. It keeps occurring 
  • Already did a factory reset

 

I also initiated a warranty claim and have received zero response. If you can check on that would be great too, as I wasn't even provided a reference number upon submission.

 

I guess I've been lucky and not had issues with my other numerous google devices, but the lack of support for this issue that numerous users are having is truly disappointing. If not resolved shortly or through warranty claim I will be forced to give up on the google wifi entirely. 

 

AbigailF
Community Specialist
Community Specialist

Hello Sadwifi,


Appreciate the details. Thanks also for your patience regarding this issue. We'd like to make it up to you. I've sent a follow-up to our team regarding your case. You should be getting an email shortly. I'll keep this thread open for a few days so you have more time to update us as well.

Regards,
Abi

LovelyM
Community Specialist
Community Specialist

Hello there, 

 

@, I want to give you a follow-up on your previous case. Upon checking here, we are unable to take over your case. Instead, please fill out this form so we can continue from where you left off.

 

Thanks for keeping us in the loop, @jinx. Glad to know that everything's going well with your connection now. Please let us know if the issue persists so we can further help. 

Best, 
Lovely

Sadwifi
Community Member

Confirming I submitted the form. Will wait for further information.

AbigailF
Community Specialist
Community Specialist

Hey Sadwifi, 

We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

Also, please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Abi

Sadwifi
Community Member

Thanks - it seems premature to close the thread before we've reached any resolution.  At least this way folks can weigh in if they're experiencing the same issue. If closing is the standard procedure, that's fine, but I'm just skeptical as the other tech support tickets were largely ignored for over a month. 

Appreciate your responsiveness throughout this.

 

AbigailF
Community Specialist
Community Specialist

Hello again Sadwifi,

 

Totally understand where you’re coming from. We’ll keep this thread open for a few days to give you time to update us. Feel free to reply if you have any other questions or clarifications for now.

 

Thanks,

Abi

Sadwifi
Community Member

As an update I had someone reach out about my warranty claim [3-2783000033885], and they told me to refer back to my original support ticket that is being ignored and the reason for starting this thread. 

 

Is that the reach out you were referring to or is someone else supposed to reach out, because that's the only email I've received and of course is frustrating to be referred back to the original dead end support ticket.

 

Abigail I appreciate your help here, but is there any way to escalate this to actually get traction on the ticket? Thank you 

LovelyM
Community Specialist
Community Specialist

Hey Sadwifi, 

The warranty claim case that you provided is not from the form you submitted to us.

 

In the meantime, I already coordinated with our specialist team so they could reach out to you regarding your concern with Nest Wifi Pro and help you resolve it. You should hear from them soon.

Kind regards, 
Lovely

AbigailF
Community Specialist
Community Specialist

Hi Sadwifi,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Best,
Abi

AbigailF
Community Specialist
Community Specialist

Hello Sadwifi,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks, 
Abi

jix
Community Member

Hello,

 

I did all the modifications you wrote, but I had to remove the bridge mode, it was causing issues with some games on Playstation (could not connect anymore).

 

For now, everything seems to work correctly, let's wait some days to see if the problem is really corrected (but if yes, I don't know which one of the steps you gave corrected the problem :))

 

Thank you

jix