Google Wi-fi Pro, slow PPPOE connection

[Hearntd]

Hi,

My estate has finally reached the 21st century and we now have FTTP, so I've jumped straight onto the 900 connection available.

Once installed, I connected my existing Google wi-fi to the new router and using the built-in speed test in the home app, I was getting almost bang on the quoted speeds.

In an effort to reduce kit, points of failure etc. I thought I'd connect my Google Wi-fi directly to the ONT, using the well documented PPPOE settings for BT, but as soon as I did this my speeds dropped from 900mdpa to around 150mdps. I thought that as this was the older generation of Google wi-fi, I might as well upgrade to the new Pro (and it has matter, wi-fi 6 etc. etc. so why not....?), but sadly I'm experiencing exactly the same speeds, and as soon as I put the wi-fi pro back onto DHCP and plug into the hideous BT router I get the full 900mbps back again.

I've seen a few older posts about these issues, but nobody seems to have any real reason or explanation for it, let alone a fix. I would have thought that the spangly new Google wi-fi pro would be more than capable of running a good PPPOE speed, as let's be fair the technology has been around a while now...

Any feedback, assistance is greatly appreciated.

[luciaaa]

Hi, @Hearntd,

Thank you so much for reaching out to the community. I’m truly sorry you are experiencing slow connection. I’m happy to help you and find a solution. 

To effectively troubleshoot, please provide me with the following information: 

• Is there a network switch in use?
• What troubleshooting steps have you already attempted?
• Do you have another router besides Google WiFi Pro?

In the meantime, here are some basic troubleshooting tips:

• Run an internet speed test. Use one of these websites: https://goo.gle/3cOEWqL, https://goo.gle/2K2VsXa, https://goo.gle/2JaUmYI. If you have an old router, compare the results to your current router. Finally, check if your download speed is at least 80% of the bandwidth you pay for.
• A faulty Ethernet cable connecting your modem to the router might not be providing a strong enough signal. I recommend replacing the Ethernet cable.
• Minimize Wi-Fi interference: Identify and relocate devices that might interfere with your Wi-Fi signal, such as cordless phones or microwaves. Changing your WiFi channel can also help. This article provides more details: Troubleshoot wireless interference.
• Reduce Wi-Fi congestion: Signals from nearby Wi-Fi networks, especially those on the same channel or with strong signals, can cause congestion. Having too many Wi-Fi points in a small area can also contribute. You can check out this article for instructions:Troubleshoot interference from other Wi-Fi networks.
• Change DNS Settings: Changing your DNS settings within the Google Home app might improve your internet connection. You can refer to this article for instructions: Changing DNS on Google Home.

You can refer to this article, Troubleshoot slow WiFi, for additional troubleshooting steps. 

Please let me know how it goes.

Best regards,

Ana

[Hearntd]

Hi Ana,

Many thanks for the reply.

No, I had connected the Google Wi-Fi Pro directly to the ONT.

I connected my old Google Wi-Fi to the ONT and it was slow, I then connected the new BT Router/Modem this had the full speeds, I bough the new Wi-Fi Pro and connected it directly to the ONT and once again had slow speeds, as soon as I connect the Google Wi-Fi Pro to the BT Router/Modem and then I get the full speeds again.

As mentioned I have an old Nest Wi-Fi and the new Google Wi-Fi Pro, and both have the slow speeds when connected to the ONT using PPPOE, the BT Router/Modem that comes with the new fibre connection gives the full speed both the new and old Wi-Fi when using DHCP.

All cables are new and premade and are the same cables that provide the full 900mbps over DHCP, so should be no reason for them to not work on PPPOE .

The speed tests that I have been running is directly form the Google home/Wi-Fi app and all that was connected was the Google Wi-Fi to the ONT or the BT Router/Modem no this was literally testing the WAN speed directly and not on any hardwired or Wi-Fi connected to the Google Wi-Fi.

I will do some testing on the DNS settings to see if that makes any difference and report back once these tests are completed.

Thanks again 

[luciaaa]

Hi, @Hearntd,

Thanks for your response and the detailed information! I appreciate you taking the time to follow the troubleshooting steps.

Please let me know the results once you've completed the steps.

I'm here to assist you further.

Best regards,

Ana

[Hearntd]

Hi,

Sorry it has taken so long to test, I've had a few projects on the go.

I changed the Wi-fi Pro back over to PPPOE and set the DNS to ISP and once again the download speed was around 150mps (not the 900 I have when on DHCP connected to the ISP provided router), I did also test using automatic on the DNS but had the same results.

There is clearly some form of issues with the way that the wi-fi pro is handling the PPPOE connection.

At the moment this is not fit for purpose and if no solution is available then I will have to look to return it.

[luciaaa]

Hi, @Hearntd,

Thank you so much for the update and for following all the steps. I’m truly sorry the PPPoE is still slow. Let's work together to find a solution. 

To provide you with the best assistance, please provide the following information:

• Your BT router/modem: Is it just one device, or do you have two physical devices?

Here are some troubleshooting steps you can try: 
 

• Set up the Google WiFi devices with your old router (Double NAT). To avoid the double NAT inconveniences, please refer to this article: Fix Double NAT when two routers run at the same time. 
• Once the Google WiFi device is completely set up, unplug the old router and remove it from the network.
• Re-enter the PPPoE credentials in the Google Home app. Ensure you've entered the correct PPPoE username, password, and service name. You can refer to this article: WAN settings.
• If it doesn’t work the first time, then you might have to try a couple more times for it to stick. If the previous step doesn’t work, power cycle the modem and Google WiFi device, then re-enter the credentials in the app. You can refer to this article for further assistance: IPv6.

If you encounter any difficulties during the setup, please refer to this article: PPPoE issues during Google Nest WiFi or Google Wifi setup. 

Please let me know how it goes. 

Best regards,

Ana

[Hearntd]

Hi Ana,

Thanks fo0 the reply.

The BT unit is I guess a modem and router combined, but I think that the modem side is more redundant now as we have an ONT and this acts as a modem.

I don't think we have a double NAT issue as I get the full speeds when I have both the Google Wi-Fi and BT router together.
I know that the PPPOE details are correct (they are just a generic account) and I can connect as soon as these are saved, but I don't believe I have IPV6  enabled so will try that over the wekeend.

[luciaaa]

Hi, @Hearntd,

Thank you so much for your response and for letting me know you will be following the steps over the weekend. When you finish with the troubleshooting steps, please let me know the result.

Please feel free to reply if you have any questions.

Best regards,

Ana

[Hearntd]

Sadly I still have the same issues, whenever running the Wi-Fi Pro using PPPOE the speeds are maxing out at around 200mbps down, but when connecting to the provided unit via DHCP I get my full 900mbps.

The Wi-Fi Pro clearly has an issue with PPPOE connections or settings, which is making it not fit for purpose in my mind.

I'll await for any further things to try I guess.....

[luciaaa]

Hi, @Hearntd,

Thank you for following all the steps diligently and keeping me informed. I understand how frustrating it can be when Nest Wifi Pro doesn't work with PPPoE connections. To provide further assistance with this inconvenience, please fill out this form with your community thread link and your community username. Once you've completed the form, let me know. Someone from my team will contact you shortly to help.

Feel free to reply if you have any questions.

Best regards,

Ana

[Hearntd]

Form has been completed and sent.

[AxelD]

Hi Hearntd,

Thanks for the confirmation! We’ve received your form, keep an eye on your email because a team member will contact you as soon as possible.
 

Let me know if you have any questions.

Regards,
Axel. 

[Hearntd]

Ok, Many thanks. I'll keep an eye out for an update.

Do you guys get involved in the nest doorbell as well? I've tried reporting how slow the notifications are in the past, but all get I get are stupid replies, like "default it" or "delete it", which is great if I want to loose all my history etc. but not actually an answer.....

[AxelD]

Hi Hearntd,

Thanks for your reply! I’m sorry to hear that  you're having issues with your Nest Doorbell notifications and it hasn’t been solved yet. While I'm happy to help, this thread is about Google WiFi devices. To ensure we can provide the best assistance, please create a new thread in the Cameras and Doorbells category. We'll be there to help you resolve your Nest Doorbell issue.

Best regards,
Axel.

[martyncarr1972]

I think you will find this a know issue with the Nest WiFi Pro and applies to the built in speed test only. I have equipment connected directly to the Nest Pro router via an Ethernet cable and speeds are exactly as expected. 400Mbps for me. I'm not sure this will ever get fixed as its been like this since release of the Nest WiFi Pro. 

[Hearntd]

Thanks for the reply, I'll have to check that as I've not checked from the other side but I will do that thanks.