Internet Is Unstable But All Points Have Great Connection and Speed is "Blazing"

[PhillyJay]

Hi! Hopefully someone can help.

We switched to Mesh a few months ago. We're getting faster speeds (yay!) but the consistency is awful. Weirdly, all of our points are showing "great connection" AND the mesh test regularly come back as great. 

Unfortunately the internet is incredible unstable. Zoom freezes and looses connection, phones drop signal, that kind of thing. Doesn't seem to be any rhyme or reason or regular consistency in when it fails. Sometimes it works, sometimes it doesn't. It's infuriating. 

All suggestions are welcome! 

[EduardoN]

Hi @PhillyJay,

Thank you for contacting our support community! I sincerely apologize for the slow internet speed in your house, and I appreciate you taking the time to share this information. I'm glad to assist you.

I've reviewed the information you provided, and I have a few more questions to help me better understand the situation and share with you the correct troubleshooting steps.

• Do you use a modem and router combo?
• Do you use the same network name and password as your previous network?
  
• Is there a switch located on the network?
• What troubleshooting steps have you already tried before you contact us?
• How many devices actively use the internet at once?

Please feel free to share any additional details you think might be relevant.

Best regards,

Eduardo

[PODhero]

Hello Google, 

we have have a similar issue really just starting about a week ago.  I have had the pods for 3 years now and no issues.  We even change out our fiber AT&T modem/router assuming that was the issue.  Connection directly to the AT&T modem/ router is blazing fast and no buffering.

some thing has changed with pods.  Has there been a new software update?

Matt

matt

[EduardoN]

Hi @PODhero,

Thank you for contacting our support community! I sincerely apologize for the slow internet speed in your house, and I appreciate you taking the time to share this information. I'm glad to assist you.

Based on this information you provided, I'll have more questions, and depending on your answers, I'll share the appropriate troubleshooting steps.

• What type of internet service do you have (e.g., cable, DSL, fiber)?
• Do you have a separate modem and router, or is it a single combined device (sometimes called a gateway or modem/router combo)?
• Are you experiencing any specific problems besides the video issue, like slow internet speeds, difficulty connecting to certain websites, or problems with online gaming?

Please feel free to share any additional details you think might be relevant.

Best regards,

Eduardo