Nest WiFi Points on FiOS

[MorganWoodruff]

ONE GOOGLE BASESTATION (HD2) WITH FIVE POINTS ON FIOS

I have experience with this exact whole-home Wi-Fi set up in two other homes one Xfinity and one Starry. Both setups used five points — and have ZERO ISSUES (for years). 

Looking for FiOS-only user help. I set up a new home with FiOS and the base station connects rock-solid green and has never been an issue. Wife is WFH never an issue 🙏🏽. Paying for 500 up / 500 down and, getting full bore speeds (if a little over) every time I test.

"ONLY" ONE ISSUE: All points continually drop every single day. Sometimes off-line for hours (if I do nothing or am off-site). I manually walk around the apartment pulling plugs and rebooting them. I am rarely if ever able to reboot via the app because (drumroll please) it can't be found mesh tests are effectively worthless.

1. Is this a soft/firmware issue with FiOS?
2. does anyone know of FiOS specific setting that I should make?

[EdwardT]

Hi MorganWoodruff,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi system. I'd love to know more about this and I have a few questions:

• What's the light status of your Google Wifi points when they go offline?
• How far are the points from the parent point?
• Have you tried doing a mesh test?

Looking forward to your response.

Thanks,

Edward

[MorganWoodruff]

Hi Edward,

so, from a baseline perspective a 1625 ft.² one floor apartment modern construction 2014.

I have beyond basic knowledge of the system I’m currently running it without flaw two other homes.

I run mesh tests regularly and 7/8ths of the time they are different than the time before. Yellow or red on some except for of course the base station (always green).

The base station router at where the fiber comes into the home (wife’s office), and then a 20 foot hallway at the end of that hallway there is a master bedroom where one of the points is. Then you come out of that bedroom and go down another hallway and there is a large kitchen combined with a living room and there is another point on top of the kitchen cabinet with the highest level of what I call a green/availability/reliability. And then at the other end of the living room there is another point. All point lights are white. I will add in that yesterday because frustration was mounting I decided that I would rebuild the network from the ground up. I really I realized that I had used this bass station and a few of the points at another location and there might have been some settings in there that were let’s just call them artifacts and so I did a factory wipe on the base station and all of the points rebuilding renaming and endlessly going around the apartment methodically and I think I’ve made progress but it still is not like it is in other homes.

[EdwardT]

Hi MorganWoodruff,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[MorganWoodruff]

• What's the light status of your Google Wifi points when they go offline?

A: the light status never changes from white. 

• How far are the points from the parent point?

A: 150 feet? It’s a 2 bed 2 bath apartment. 

• Have you tried doing a mesh test?

A: mesh tests are green and everything is wonderful until they go to sleep (yellow). Or die (red).

[EdwardT]

Hi MorganWoodruff,

Thanks for the response. In some cases, the firewall of the third-party router is more likely to block Nest Wifi Cloud Services that causes the app to indicate as offline. If possible, you could try the following:

• Set a Demilitarized Zone (DMZ) on the upstream router for the parent point.
• If possible, bridge the upstream router.
• Disable the firewall and wireless of the upstream router. 

Thanks,

Edward

[MorganWoodruff]

Interesting. You know, you say that almost like I should know how to do that? We are all here to SOLVE issues and we all do not have the same level of teachability. So, after two+ weeks I need to dig in further and, attempt to perform what should be Google‘s job for myself. Disappointing, super frustrating and beyond unprofessional.

[EdwardT]

Hi MorganWoodruff,

I'm sorry about my previous response. These settings would need to be done to your ISP router. I would suggest reaching out to your ISP for these settings. Let us know how it goes.

Thanks,

Edward

[MorganWoodruff]

Hi Edward. I guess my response to you ends my experiment with Google, and with it any hopes of what would normally be called “customer service” -  all ended with your continued 5+business day response times and insanely unprofessional finger-pointing. I went to an insane extreme of bringing in another ISP so I could be the test if it was the provider or googles inability to interpret the fiber. 

In closing, I encourage you to understand why you were here. No one’s here for assumed presumptions about other multi billion dollar companies technology. They’re here to get some thing solved regarding Google. 

Best of luck. 

[EdwardT]

Hi MorganWoodruff,

I'm sorry if you feel that way. We'll take this as feedback though as we're always looking for ways to improve. We'll be here should you ever need more help.

Thanks,

Edward

[EdwardT]

Hi MorganWoodruff,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[MorganWoodruff]

All questions remain. Zero-point-zero questions answered. Boxing it up and will FedEx it to Sundar Pichai with this transcript. 

[EdwardT]

Hi MorganWoodruff,

I understand the frustrations. We'd like to know more about this. Please fill out this form so we could investigate further.

Thanks,

Edward

[EdwardT]

Hi MorganWoodruff,

I'm checking back in. Were you able to fill out the form? Keep us posted.

Thanks,

Edward

[MorganWoodruff]

Ed - please READ my last response.  It’s over. 

[EdwardT]

Hi MorganWoodruff,

Thanks for the response. I will be locking this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward