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Google Wi-fi 6 streaming is buffering

LKH2
Community Member

Streaming on TV and laptop  experiencing buffering.  Some videos just stop playing and will not continue.  Wi-fi 6 with all indications the signal is strong.  Laptop is 3ft from router and buffered a 16 minute video that stopped 2 min in and just buffered and would not resume past the point of buffering,  While watching various programs on TV, the stream will start buffering, disconnect and the reconnect (according to messages on the Tv).  This is new equipment installed just a few weeks ago. Extremely frustrating.

11 REPLIES 11

LovelyM
Community Specialist
Community Specialist

Hello LKH2,

Thanks for reaching out. I'm sorry for this experience.

Please let us know if the same issue is happening when your devices are connected to the 2.4 GHz and 5 GHz bands. If not, give these steps a try:

  • If you're using a modem/router combo, set it to bridge mode to avoid double NAT issues.
  • Ensure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and that the Wifi points are no more than two rooms apart.
  • Remove any special characters from your network name and password.
  • Turn off IPv6.
  • Change your DNS servers to 8.8.8.8 on your primary and 8.8.4.4 on your secondary servers.
  • Unplug the power from your modem and Google Nest Wifi devices for 2 minutes.
  • If the issue persists, try factory resetting your network. Take note that this will remove all network data.


Keep me in the loop.

Best,
Lovely

LovelyM
Community Specialist
Community Specialist

Hey LKH2,

Sorry for the delayed response. To resolve the issue that you're having, the troubleshooting steps above are necessary to improve your network's performance. You can have a friend or family member help you change these network settings. The links above have a step-by-step guide. You may also perform a 2-minute power cycle first and see if that helps.

  1. Disconnect the power from the modem.
  2. Disconnect the Ethernet cable and power cord from the parent point.
  3. Disconnect the power cord from the child points.
  4. Leave everything unplugged for 2 minutes.
  5. Connect the power from the modem then your router and points.


Cheers, 
Lovely

LKH2
Community Member

i'm not a technical person when it comes to network related stuff.  so these actions  sound cumbersome and  ridiculous to me.  but i'm pretty sure i dont have any dns servers and why would i ?  not even sure how to do any of the other things recommended.  

LKH2
Community Member
I don't have a dns server. I don't have a modem. I have a fiber jack, a router and a mesh extender. This is BRAND NEW EQUIPMENT. I switched the TV to higher 5gh and buffering was WORSE.

LovelyM
Community Specialist
Community Specialist

Hi LKH2, 

We want to take a closer look at this. Please fill out this form so our senior specialist team can reach out to you and assist you further. Let me know once you're done.

Thanks,
Lovely

LovelyM
Community Specialist
Community Specialist

Hey LKH2, 

Did you happen to get that form filled out? Let me know if you have questions about it.

Cheers, 
Lovely

Markjosephp
Community Specialist
Community Specialist

Hello everyone,

 

Thanks for looking into this, Lovely.

 

@LKH2, I'm checking back in — how's it going? Have you managed to submit the form? Let us know so we can assist you right away.

 

Regards,
Mark

LKH2
Community Member

I have been out of town since 5 July.  I will get a form submitted tomorrow, 16 July. 

 

Best,

Lisa

LovelyM
Community Specialist
Community Specialist

Hey Lisa,

Sorry for the nudge. I just want to follow up to see if you were able to get the form filled out. If not, please go ahead and do so. Here's the link

Sincerely, 
Lovely

LKH2
Community Member

I have submitted the form. 

 

Best,

Lisa

LovelyM
Community Specialist
Community Specialist

Hi Lisa,

We got the form you've submitted. We'll be reaching out to you via email and continue working on your concern through that channel. Let us know if you have additional questions or concerns; otherwise, I'll close the thread after 24 hours.

Many thanks,
Lovely