Since the start of July I have been having all kinds of connection issues with my 1 router and 1 point setup. I have had this setup since 2020 and it has worked flawlessly. Instead of replacing the system, i thought maybe I should get a new router, and while I am at it, the point. So I would have a 2 router 2 point setup. Well 1 router, and 3 points if you want to get technical. My issues got even worse with connectivity. Dropping points all day. Dropping wifi all day random times. Extremely frustrating. Mind you, I have 20 yrs exp in IT and tried every single troubleshooting method I had in my arsenal. I finally opened a case with support. First off the ticketing system is trash. You cant view your ticket or the past notes on the ticket. Anyways. I proceeded to tell the tech the issues and every troubleshooting method I took to try to pin point the issue. Personally i believe its a software issue. If the cloud interaction is ticked on, all kinds of issues. If its ticked off. Then the issues occur less often. I conveyed this information to support. And crickets. The only interaction I had was when I first opened the ticket and they told me to power recycle everything in a certain order. Mind you, I already did this multiple time. I told the tech I did these basic steps and never received a response. I had 1 interaction with google support, then crickets. I'm sorry but that type of customer service is trash. Especially if you look at my account and see I have pixel phones, 11 smoke detectors, 2 thermostats, 4 mini assistants. 2 Nest hubs, 2 doorbells, 3 cameras.
Like is this how you treat a customer that has spend thousands with you guys? Unfortunately, you have lost a customer after i tried and tried and tried to help provide you guys with information pertaining to my wifi issues and I showed nothing but patience. For 4 years for the system to run flawlessly, then all of a sudden issues? There HAS to be something in the logs to convey some sort of issue. Or is this Google's way of pushing people to the next gen wifi?
Regardless, Ill be doing some research for my next mesh system. Because if support is like this, then I dont even want to bother. Especially if I get a lemon device.
Step up your game google for your loyal customers.
