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How do I replace a nest wifi router for under warranty

Bob777
Community Member

I purchased a nest wifi router on 23-Jun-2022 from store.google com under order GS-8762-4775-1541.  This past week it started intermittently reducing throughput from the expect 1 Gbps to less that 2 Mbps which caused my network to repeatedly fail.  I isolated the faulty component and have removed it from my home network.  As it is only 6 months old it should be well within the 1 year warranty period.

 

How do I request a replacement unit?

14 REPLIES 14

RXShorty
Gold Product Expert
Gold Product Expert

Hi @Bob777 

Did you already try factory resetting the Nest Wifi to see if this resolves things somehow?

You can reach out to Google Nest Support but there are some troubleshooting steps that can be done up front. 😊

Bob777
Community Member

Thanks RXShorty,

 

 I did a factory reset about 6 times, one with your support folks on Saturday, 10-Dec-2022, night  between 10 pm and 10:45 pm, before I was transferred to the ISO to work with them. After talking to the ISP it was even more clear that it was a hardware problem.  You should have someone listen to the call.
 
After the support call failed to resolve the issue I went about isolating each component until I was able to determine the router was working at full throughput only for a few minutes after being added to the network post a factory reset.  This took another 4 hours and I finally had my network back online about 2 am Eastern Time on Sunday, 11-Dec-2022.
 
I did this by eliminating all other points in the mesh, did a factory reset on the router, created the network new, and measuring the speed first at the ISP modem Ethernet portwith a laptop, then behind the router directly plugged into the lan port.
 
Speeds were initially 950 Mbps down and 40 Mbps up, which is the service sped of the ISP.  
 
I then went about adding the next mesh point in and during that process it failed.  I went back to the lan port on the main router and measured again, the speed was down to < 2 Mbps down and < 1 Mbps up.  I then unplugged the router from the modem Ethernet port without resetting the modem and measured with the same laptop and the speeds were again 950 Mbps down and 40 Mbps up.  So by eliminating the router the throughput issue was removed.
 
I repeated these steps 3 times with same outcomes to be certain it was the router that was the culprit.
 
Once I removed that router and replaced it with another nest Router of the same model, I was able to bring the full network back up and it has had consistent performance since.
 
So the faulty router that was causing the issue is currently unplugged and I’d like to get it replaced.
 
The faulty router is 
 - FCC model A4R-H2D
 - Mac 14:22:3b:61:55:6d
 - 23101J3AN1IW57 (I believe is the serial number)

Jeff
Community Specialist
Community Specialist

Hey Bob777,

 

Have you already spoken with support via chat or email? If not, you can reach them directly here: https://goo.gle/31i1U5t. Choosing phone is most likely your quickest way to reach them and get some help with your router. Let me know if you have any issues getting in touch with them.

 

Thanks,
Jeff

Bob777
Community Member

As I mentioned above, I did speak to Nest support on Saturday night, 12/10/2o22 at 10 pm eastern time.  the tech persons name was Angela.  They did not solve my issue.  However, I am absolutely sure this router which is under warranty is failing and would like it replaced.  How do I get an RMA to get that done?

—Bob

AbigailF
Community Specialist
Community Specialist

Hello Bob777,

Thanks for the update. Could you provide the case ID number of your interaction with our support? I'll check the status of the case for you.

Regards,

Abi

Bob777
Community Member

The Case ID [1-8137000033067], but as I mentioned above, they failed to resolve my issue.  

After I was transferred to my ISP, and we determined it was not an ISP issue, I spent 3 more hours to fix it by isolating the failing component and replacing it. The network is working perfectly once removed.  As the failed component is no longer in the network there is nothing I can have them look at and I am not about to put it back in and cause more issues,

So given that, just looking for an RMA to replace the 6 month old component that caused many days of network issues until it was removed,

Thanks for your help.

AbigailF
Community Specialist
Community Specialist

Hi Bob777,

Thanks for the details. If you're looking into getting your Nest Wifi router replaced, you can reply to the email sent to you by the agent who was helping you so they can have it processed for you. 

Cheers,
Abi

Bob777
Community Member

I’ll give it a try.  Thanks.

AbigailF
Community Specialist
Community Specialist

Hey Bob777,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

AbigailF
Community Specialist
Community Specialist

Hello Bob777,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Best, 
Abi

Bob777
Community Member

Thanks for checking.  I am providing the requested info using case number 6-3504000033752.  Not quite sure an exchange has been committed to yet, but it appears to be progress.  Time will tell.

AbigailF
Community Specialist
Community Specialist

Hey Bob777, 

I checked your case again and saw that the process is already ongoing. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Abi

Bob777
Community Member

Yes, thanks Abi.  They issued the RMA last night and I am going through the replacement process now.  Thank you for all the help.

AbigailF
Community Specialist
Community Specialist

Hey Bob777, 

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Regards, 
Abi