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Money back for a poor network solution

staghornleghorn
Community Member

I've done everything possible to try and get this advertised "easy solution" to work. I've spent far too much time. This is an issue with either the software or hardware. Either way, Google should make good and refund! They broke it and my internet quality of service is now poor because of Google mesh! How come Google just doesn't own up and either fix or refund us?

25 REPLIES 25

EdwardT
Community Specialist
Community Specialist

Hi staghornleghorn,

 

Thanks for reaching out. I'm sorry to hear about your experience. Could you tell us more about what's happening? How many Google Wifi points do you have? 

 

Looking forward to your response.

 

Thanks,

Edward

staghornleghorn
Community Member

I have a Nest (2nd gen) router, 2 nest routers (2nd gen) configured as AP, and 2 google wifi (1st gen) configured as AP. I bought another 2nd gen to replace the 1s gen removing all 1st gens from the network. I've tried reboots, factory resets. They eventually have a great/good connections although a couple of days later they all go to weak connection. This is nuts I cant keep interacting with these to try and keep my network alive. I spent a lot of money on this hdw and on my internet service.

Hi staghornleghorn,

 

Thanks for the response. I'd love to know more about what's happening and I have a few questions:

 

  • How far are your Google Wifi devices from each other?
  • Have you tried doing a speed test? What's the result?
  • Which access points are affected?

Looking forward to your response.

 

Thanks,

Edward

staghornleghorn
Community Member

I've tried everything from moving them close, replacing one AP with new, factory reset. The units do go back to great connections. However shortly after they go back to weak and sometimes offline. I do speed tests and they range greatly from poor to great. I have went to a 4 puck solution and still no good. I've had it, if a fix doesn't happen soon I'm booting google out! This is absurd that I have to go to these lengths to get this solution to work.

 

Hey folks,

 

@EdwardT, thanks for the helpful response.
@staghornleghorn, thanks for getting back to us and sorry for the delay ― let's get this sorted

Are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices have slow connections? Also, do you have any paused devices? 

Give these steps a try:
 

  1. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
  2. Remove any special characters in your network name and password.
  3. Set a custom DNS at 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
  4. Unplug the power from your Google Wifi devices for 2 minutes.
  5. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

Hey everyone,

 

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

Hi there,

 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.
 

Best,

Princess

staghornleghorn
Community Member

DO NOT LOCK/CLOSE THREAD. Still waiting for Google to provide more details regarding the latest firmware that is being released to address the poor connectivity.

Hi staghornleghorn,

 

Thanks for getting back to us. We'll keep this thread open as you requested. Meanwhile, have you tried the steps posted above?

 

Best,

Princess

staghornleghorn
Community Member

I've tried everything suggested and I've just spent far too much time trying to get the solution to work as advertised. I followed at least a half dozen suggestions.  At this point I am waiting for the reported firmware release that I was told should be available over the coming weeks. I have found that rebooting everything seems to resolve for a while. I've also learned when I do a mesh test the routers come back with weak/no connections.

Hey folks,

 

@Princesss, thanks for the help.

@staghornleghorn, we appreciate you getting back to us after doing the steps above. The software update is rolling out now. It goes out in waves to devices and everyone will have it within the next 2-3 weeks. It really could land any day and you won't need to do anything to receive the update, it will download and install automatically for you. If you have other questions, let me know.

 

Thanks,
Mel

Hey folks,

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,
Mel

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

staghornleghorn
Community Member

Still waiting for the google fix. Do NOT close the thread pls. What is the latest firmware rolling out rigtht now?

Hi staghornleghorn,

 

Thanks for getting back to us. I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

 

Thanks,
Mel

staghornleghorn
Community Member

No more forms, no more trying different troubleshooting processes. I've exhausted my patience with this issue. I was told that google is rolling out firmware fix over the next couple of weeks. I need to know the latest firmware so I can be alert to it and test again then.

Hi staghornleghorn,

 

Thanks for your patience and understanding. Your device will automatically receive over-the-air updates about any software and hardware-related fix or firmware updates as long as it's constantly powered on and connected to the Wi-Fi network.

 

Best,

Mel

staghornleghorn
Community Member

I understand that but what is the version that contains the fix that was reported?

Jeff
Community Specialist
Community Specialist

Hi staghornleghorn,

 

Here are the firmware version numbers for the update that's going out now.

  • Google Wifi: 14150.376.32
  • Nest Wifi router: 14150.376.32
  • Google Wifi (2nd gen): 14150.376.32
  • Nest Wifi point: 1.56.315675

If you're seeing those numbers on your device software version, then you have the newest release. If you're still on an older version, you should expect to see it soon. Let me know if you have any other questions.

 

Thanks,

Jeff

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,
 

@Jeff, thanks for the help here.
@staghornleghorn, checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

Hi everyone, 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Mel

staghornleghorn
Community Member

We have not seen your response to the firmware level. Please repost and I will repost again DO NOT CLOSE UNTIL THIS HAS BEEN RESOLVED.

Hi staghornleghorn,

 

Here are the firmware version numbers for the update that's going out now.

  • Google Wifi: 14150.376.32
  • Nest Wifi router: 14150.376.32
  • Google Wifi (2nd gen): 14150.376.32
  • Nest Wifi point: 1.56.315675

If you're seeing those numbers on your device software version, then you have the newest release. If you're still on an older version, you should expect to see it soon. Let me know if you have any other questions.

 

Thanks,

Mel

Hi there,

 

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel