Looking for Help: Google is Horrible

[Goofballs22]

I have spoken with Google customer care, I have reset the Nest wifi products hundres of times, I have done everything they have asked me to and I am still having issues.  I wouldn't have purchased this set up if I knew it would drop internet so frequently.  Is there a company i can hire to come and fix this set up?  Does anyone have a recommendation?

[LovelyM]

Hello Goofballs22,

Thanks for posting. This certainly hasn't been easy on you.

A few questions: when did this issue start? How frequently does your internet drop? What's your modem model? Is there a switch on your network? 

Please check if you've factory reset your Google Nest Wifi devices using the steps in this article. If not, go ahead and reset your network, then reconfigure it. I would also appreciate it if you could share the Case ID number given by the Google support agent you've talked with so I can review all the things that you've tried before.

Keep me posted.

Best,
Lovely

[LovelyM]

Hi Goofballs22,

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 trouble from here, as I would be happy to take a closer look and assist you further.

Cheers,
Lovely

[Goofballs22]

Yes I am.  I have factory reset everything and the same issues are happening.  My prevous case is as follows.

Your Google Support Inquiry: Case ID [0-2919000034474

I have tried numberous time to restart the devices but they keep dropping internet connection.  I have phones, laptops, TVs and other devices which keep disconnecting and causing it impossible to use the Internet.  I understand Google is a big company but the customer service is horrible and nobody seems to help.  It would be great if they follow up on cases opened and have tech support which can help out.

[LovelyM]

Hey there Goofballs22,

Sorry for the delay. This certainly hasn't been easy on you. I already reached out to our team, so one of our agents can get back to you and assist you with your concern. Please check your email from time to time, as they should get back to you soon.

Thanks,
Lovely

[LovelyM]

Hi Goofballs22, 

I know it has been a while, but I want to ensure that everything is covered on your end. Please inform me if you still need a helping hand.

Kind regards,
Lovely

[Goofballs22]

There has been no fix. I have factory reset all routers and wifi points.  We still lose connection at least 10 times per day.  I have called out ISP and ruled out the modem.  I have even gone as far as hiring a technician who said it was a bad antenna in the router, so I bought a new router and set up everything again and still have the same issues.  And all the while Google has done nothing to help and has 0 (zero) customer support to help customers.  Which makes me want to move to Netgear or Amazon or Apple.

[LovelyM]

Hello Goofballs22, 

I know how it feels when something isn't working the way it should. If you wouldn't mind filling out this form, I'd be happy to get you the right level of help. Let me know once you're done.

Cheers,
Lovely

[LovelyM]

Hi Goofballs22,

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

Cheers,
Lovely

[Goofballs22]

Yes, I completed it.

[LovelyM]

Hey Goofballs22,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Best regards,
Lovely