Google wifi is providing half the speed of my modem’s wifi. App shows no other usage, no mesh issues

[abellaj]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community.  You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community. 

Original Poster: Jay Wohlken

I have 400 mbps internet. My phone is showing 190 on a speed test app I installed. If I change to my modem’s wifi I stead of Google Wifi I get over 400.

This is not correct behavior. I looked in the Google Home app and ran a mesh test with no issue. I see the Google wifi is receiving 445 mbps download.

The whole reason I bought Google wifi was to improve speed and reliability. Why on earth is it slowing me down? Can I correct this or get a refund?

[carlk]

I am curious, is there a different way to test the speed at the router.  I have tested the speed at the ATT gateway and getting 900+ up and down, I have tested the Nest router using the Google Home app and Google Wifi app and get 500+ down and 121 up.  I have connected my PC directly to the router and it gets 900+ down and 800+ up.  So, how can I get pass through speeds at the router of 900+ but the Google Home app show 500? Is there another way to confirm the speed at the router?

[Beeman]

Ignore the google home speed results, they will always return results around 1/5 the actual speeds. Use any alternative such as Ookla or fast.com

[carlk]

So, I guess that I have done that when I connected my PC directly to the router and ran the speed test. It is about what it should be but didn't match the Google home or Google wifi results so it is odd.

I wonder why the Google home app can be so far off? The ATT smart home app measures the gateway speed accurately so why can't the Google home app? 

[carlk]

Well, added the Cat6 cable and it made no difference. Actually, slow my upload from 121 to 117.  Download is 543 so about the same. The PC speed test stayed about the same 900+ down and 800+ up and it is plugged directly into the router.

[Tonybeats]

going from hardwired to Wifi should not drop off that bad, sad that the google wifi signal is just 1/2 the actual speed it should be, if I got 1 gig Att fiber, I should be getting at least 700 download and upload from the nest wifi, throttling the wifi is what google is doing

[carlk]

Just to add, I just did a speed test with my phone on the wifi and it is 285 down and 193 up.  How can the upload speed by 121 at the router but 193 on a phone that is using the wifi signal?  Maybe the Google Home app speed test isn't accurate?

[robert-seattle]

Same issue for me. It throttles it to around half speed.

Device: Google Wifi Router (2016)
Internet Speed Test: 790 Mbps
Device Speed Tests:
- Laptop: 380 Mbps
- iPad Pro: 370 Mbps
- Pixel 4: 190 Mbps

All tests were done with the device right next to the Wifi Router. Doesn't matter if the device is labeled as "priority".

Kind of sucks, not sure why it is happening. I would expect that a single device could get access to full speeds if there is not much network activity.

I called support, but it didn't help much. The rep was very respectful but he just repeated the same talking points over and over (this is normal, the speeds are fast, nothing I can do). 

Somewhat disappointed... I really don't want to buy a new Wifi router because I know the device should be able to support speeds of ~800 Mbps on 5GHz...

[Khanbahi]

I was sick of Google wifi throttling internet so I finally moved on to TP-Link wifi 6 and no more speed issues.

[EA780]

I am in the same boat.  I have been escalated to google tech support and opened numerous files.  They simply don't care.  The google products are trash right out of the box.  They are either lying about the actual speeds they can handle or lying about throttling speeds.  It's a huge disappointment in this day and age of high tech.  

[Meligy]

I'm getting the same issue with Nest Wifi (not the pro, 3pack: router + 2 points).

I have it setup with DHCP, although my provider gives me a static IP (Australian NBN via FTTC).

I tried:

• Some threads suggested half speed is normal so I tried increasing the speed of my plan.
  Going from 250Mbps to 750Mbps (as reported by Google Home app as the router's speed) didn't change much. Common speed is still 80-140Mbps!! And very rarely going above 200Mbps (like once a day or something), and never saw anything higher than 250Mbps, 100Mbps less than the effective half speed.
• Factory resetting all Nest Wifi devices
• Disabling IPv6
• Disabling Google Cloud Services (several support people told me they are harmful)
• I happened to use different DNSes before (mentioned in the thread as a potential solution) but no difference
• My plan gives me a static IP as I mentioned, so I think cg-nat does not affect me (mentioned in the reddit thread).

[nicboy]

It is just ridiculous to see Google treated the customers this way as so many of us are having the issue, and no solution provided at all for so long. I have contacted their support who offered the same fix with the DNS change and promised to follow up solving the issue but never actually do anything. Google needs to address this issue immediately as one of the most profitable companies on earth, you can't even fix such a small issue or refund to your customer by showing your are an responsible corporation.

[icebergslim]

I have the google mesh and all my access points are hardwired.  If I unplug the connection from the main mesh to my laptop and run a speed test it shows 886MB, however if i hook it back up and run a test from google home its showing download speed of 1MB..

[carlk]

I have fixed my issue with the google router and access points that I have lived with for years.  I just bought the ROG Rapture GT6.....and now have getting the speeds that I have paid for...almost a 1 Gbps everywhere in the house.  Anybody on the market for a Nest router and 3 access points? 🙂

[Mark74]

Has anyone here had any joy in any resolution to this issue, seems like community managers have long since vacated the discussion?

Any contact with supp you just get fobbed off with same old suggested fixes that do nothing and promise of escalation and we’ll get back to you. Not once has anyone. I’m now coming across the same supp people as I’m chasing so much and they are trying to avoid me!

On asking for a timeline I get, we can’t give one as so many customers in front of me with same issue! This is over 18mths and no fix or offer of refund for faulty hardware they can’t or won’t fix. Truly shocking but not seemingly widely known outside of this forum?

[Brianm]

Nope, the best joy you will get is to buy someting else! It sets you free.

I think most people don't know they have this issue. If you have paid voor 200mb and get 100mb, not much people will notice. Or if they do: they will blaim their internet provider.

So Google is getting away with a rubbish product.

Journalist will say they love the new routers (because well that's just what they do to get their money). But actually it is **bleep**, because it was **bleep** and they just changed some unimportant stuff. So the **bleep** remains.

And Google knows but don't care, and if they are not held responsible (I don't know who can/will/must), than nothing will change...

[Alfritto]

The repeated pleas to Google having fallen on deaf ears, as this thread shows, US-based users may choose to approach some of the law firms below, who specialize in representing consumers in class actions. Many represent plaintiffs for free on behalf of all Google WiFi users. The attorneys ultimately get paid by getting a portion of the proceeds from trial award or settlement. Named plaintiffs, i.e. those who approach the firms below and sue Google, also often receive an additional bonus payment of some kind under the settlement (a few thousand dollars typically) for the trouble of bringing the case on behalf of the class.

https://www.hausfeld.com/en-us/hausfeld

https://www.lieffcabraser.com/

https://www.cpmlegal.com/

https://www.cohenmilstein.com/

https://altshulerberzon.com/

-  

[TejaT]

I am also experiencing the same issue that my ISP is offering 300mbps and was fine with their router form past 3+ years. I just got google Wi-Fi router + 2 pods that can’t even match the router speeds and coverages provided by non fancy ISP one. I at most get 30 mbps some times 3 mbps. Very frustration while working form home especially even gmail and g chat can’t be online stable. 

I  already spent hours in troubleshooting and reading forums trying all the possible solutions that I found but no solution. This might be the latest tread on this topic but the community manger is long gone. Not sure how they are allowed to do this to people.  

[Cliff3]

To anyone finding this thread...do NOT under any circumstances invest in Google Nest, it's is not fit for purpose and obviously never will be.

I'm more than happy to answer any questions regarding this statement, but I think this thread speaks for its self.

[Cliff3]

Anyone here up for a class action against Google?

[Brianm]

Hell yeah, but unfortunately from the Netherlands...

[Alkaiokt]

Our son is a recording artist who records for multiple network cartoon series from home and we're VERY frustrated with our download and upload speeds on mesh. They are a fraction of our network speeds. Our mesh speeds are 50mbps and our network speed is over 275mbps.

It seems to be about a year now that Google has been looking into this. Are they allowing returns outside of standard return windows? We really need our mesh to be working properly. 

[mfields1]

Sad seeing this thread after troubleshooting with Google support and getting nowhere. Having the same issue where my realized device speed is drastically different than both reported modem and Google Home speed test. Guess I have to look at alternative routers. 

[Alkaiokt]

Just switched to the TP-Link Deco and I'm getting download speeds over 300mbps throughout our entire household. Such a shame I couldn't stick with Google. 

[mfields1]

Thanks! Is there a review website that we can post to warn others not to buy this product?

[Meligy]

Which Deco would be a good replacement for a 3 piece Google Wifi? (router + 2 points)

I was considering moving to Google Wifi Pro, but it doesn't sound like it'd fix the issue.

[Alkaiokt]

We JUST replaced our Google Mesh with the Deco TP-Link AX3000 and we're now getting speeds greater than 300mbps throughout our home. Wish I would've known prior to our Google purchase. 

[Cliff3]

Can I just ask if anyone here is able to see my other post on this forum?

https://www.googlenestcommunity.com/t5/Nest-Wifi/Do-not-any-under-circumstances-invest-in-Google-Nes...

[Choct62]

I read it, you just got ghosted the same way I was.

[Cliff3]

Thanks for checking👍

[NPazdan]

Brand new "Pro" system has been doing this since I got it a month or two ago, even across hardwired devices. Google's community team has been less than helpful lately, offering canned responses and linking to forms rather than keeping us posted on what's actually going on. Did Jeff leave or something? 

[Cliff3]

Reading back it looks like Jeff was booted by Abigail, who has now lost interest.

They really are the worst 

[NPazdan]

Given the responses I wouldn't be surprised if they're just using an automated system instead of having actual people on the community team. 

[Truxel]

Been following this thread since I got this mesh system in 2020.  Prioritizing doesn’t help at all. I’m also getting a fraction of speed in the access points vs directly at the main router.  Would be nice for a clear answer and resolution.

[Brianm]

No the only thing prioritizing does: is frustrate even more. Because you think it will get better, but it doesn't. 

[Cliff3]

So after 2 years of trouble shooting the last email I received from Google support has bluntly told me that there is no chance of a refund or exchange as my devices are now out of warranty. The fact they have been unable to fix this issue through extensive troubleshooting wasn't even acknowledged.

I had a final chat online and was given the runaround to 3 different operators, thought I would attach it for your entertainment.

On a serious note, I am now definately up for getting a class action going as Google have quite obviously sold us a product that is not fit for purpose.

I have purchased my last ever Google hardware and I suggest that everyone on this thread does the same.

01:02:38 Alejandro: Looks like you are trying to get a refund but looks like they are outside of warranty.
01:02:48 Cliff Jones: Correct
01:03:03 Cliff Jones: It's taken 2 years to get to this point
01:03:27 Alejandro: I'm so sorry to hear that you are having performance issues with your Google Nest Wifi devices, allow me to help you out on troubleshooting these so we can improve your network performance.
01:04:08 Cliff Jones: Thats not what I am looking for...I have spent 2 years trouble shooting with your support team. I now require a refund in full
01:05:07 Cliff Jones: I have even changed ISP as suggested by your team
01:05:16 Cliff Jones: Bridge mode is enabled
01:05:23 Cliff Jones: Blah blah blah
01:06:18 Cliff Jones: We need to wrap this up in the next 15mins
01:06:26 Alejandro: I see, well in this case I need to check if the devices can be exchanged for a refund due to warranty reasons.
01:07:24 Cliff Jones: The complaint that I am going to submit to the ACCC here in Australia is that the product is "not fit for purpose" as support by the number of complkaints on the Google community forums
01:08:34 Cliff Jones: I do not want an exchange as the issues with these devices has not been addressed
01:11:07 Alejandro: I see and understand your frustration Cliff however as mentioned the device is outside of a return window in a exchange for a refund. I already consulted with a specialist and refund can't be granted.
01:12:21 Cliff Jones: In which case I will be lodging a formal complaint with the ACCC here in Australia and pushing for a Class Action suit with other members of the Google community

Happy to settle with one of the 3 following options:
1 - Full Refund of A$498
2 - Google Store credit to the full amount of A$498
3 - Exchange for Nest Plus system, with a guarantee of a full refund if functionality is still not met
01:13:09 Cliff Jones: Unless you have any alternative options you would like to propose....other than continuing with troubleshooting
01:13:37 Cliff Jones: https://www.googlenestcommunity.com/t5/Nest-Wifi/Google-wifi-is-providing-half-the-speed-of-my-modem...
01:14:15 Alejandro: Cliff I can understand how frustrating this is is but I'm limited with my resources to provide you with reasonable solution, best thing that I can do at the moment is to escalate this and ask for a refund approval on the devices.
01:14:29 Cliff Jones: That would be good
01:15:25 Cliff Jones: Please proceed with escalating my case
01:16:20 Alejandro: However escalations like this are done via Email so right now I'm not able to let you know if the refund will be possible but after I got an answer from them I will be letting you know.
01:17:09 Alejandro: It might take 48 hours though however I will prioritize the escalation so they can give me an answer in less than that.
01:18:18 Cliff Jones: All good, I understand and don't expect an immediate response. I'm just looking for a fair resolution to this issue.
01:18:57 Cliff Jones: Can you forward a copy of the transcript for this message thread?
01:19:14 Alejandro: Thanks for your understanding Cliff and don't worry let me do my best yo get you a fair resolution for this concern.
01:19:43 Alejandro: You can download a copy of this chat once we end with it.
01:19:57 Cliff Jones: OK
01:20:42 Alejandro: Please let me know if at the moment I can help you with something else?
01:21:18 Cliff Jones: No thats all for now, thanks
Will you CC me into the email or is it internal only?
01:21:34 Cliff Jones: I will need some sort of reference for this chat
01:22:10 Alejandro: I will contact you over email.
01:22:17 Cliff Jones: Thanks
01:22:45 Alejandro: Here is a reference number as well.
01:22:45 Alejandro: 5-4564000033643
01:22:55 Cliff Jones: Perfect
01:24:13 Alejandro: You're welcome Cliff and again my deepest and most honest apologies in regards to this issue.
01:24:42 Cliff Jones: Not your fault, but thanks
01:25:28 Alejandro: No worries Cliff thanks for your understanding. Hope you have a great night!
01:25:31 Alejandro: There’s a short survey coming up. Google Nest would appreciate your feedback about your experience today. Thanks for contacting Google Nest. Have a great day!
01:25:33 Alejandro: Alejandro left the conversation
01:25:34 Alejandro: Let us know how we did: https://support.google.com/googlehome/contact/gh_chat_NPS?ctx=chat&caseid=AJQiCzpPwfkaR_GLmf6li-jKIY...
01:25:34 Alejandro: Alejandro ended the conversation
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[feedme]

Hey Cliff,
Please know you're not out of line asking for a refund on a product that is not working as advertised.

Keep up the great work. I'll join the class action. I've faced the same issues, followed their suggestions for months (including changing ISPs too), and ended up with Google giving me the runaround. 

I brought a TP-Link Mesh that worked out of the box and has never let me down. It is amazing how seamless the experience is when the product works as advertised.

[Cliff3]

Thanks for the support and I will checkout the TP-link range as an alternative 

[whaleswatch]

Spectrum has bumped my speed again.  I was now supposed to be receiving 500mbps.  Which I did if I was connected to the designated Router.  But of course, when connected to any other node it dropped to 100mbps.  After waiting all this time for a resolution, I just gave and went back to TP Link who I'd used for years and went with their TP Link Dexo AX3000.  Thanks for all the people who recommended the TP Link Mesh, I'm now achieving really solid results on Wi-Fi or plugged into one of the nodes.  I can't believe I wasted all this time.  Google has lost my support!

 

[Brianm]

Yes there are a lot of people with the same problem (me included!) and in short: it is not their fault, but your problem...

I can't get my head around the fact that a multi multi multinational cant just refund those who have noticed (there are more people who don't know they're screwed) this error, that is unmistakenly their fault.

[jjstocksjj]

Let us know on the class action lawsuit.