Nest Wifi - Devices Slow or Drop

[rbrowning]

I have had a mesh Nest WIFI for about a year and everything has been great until about two weeks ago.  I keep having issues with my WIFI points degrading in connection or dropping all together.  Location has not changed. 

Another issue - when I run a speed test on the router, I am seeing my full bandwidth; however, when i run a speed test on devise (phone, tablet, etc) I am seeing speeds sub 10M (I am on a fiber 500M connection).

I have to keep restarting my Nest WIFI Network (2 to 3 times per day) through app and that usually fixes the issue.  I have restated my fiber modem, powered off the Nest Router and WIFI points and the issue keeps coming back.

Model: H2D - Software Version 13729.57.27

[Pepperjack1]

"Mel" is a scammer!!!!!!!!

just a TROLL!!!!!!! 

[Davnet999]

Don't get negative... Help Google fix this issue as fast as possible... OMG...They are one of the largest IT companies in the world.. They must have the respect and honor to fix a systemic issue with their router in the matter of days, weeks months??  Would love to see how their geniuses are working toward a root cause and permanent remediation.. (Yes, I am a senior Problem Manager based on the ITIL Framework)....  Looking and working toward a root cause not a bandaid  STS (short term solution)

[Sturhm]

I'm starting to wonder why there's no mention if it fixed anything for so many with this issue... who actually got the update ? 

[SpottedQuoll]

I don't think anyone has confirmed getting the update yet.  I certainly didn't.  There's also no release notes anywhere online, or even mention of a new version number.  For now, it seems to be just another distraction to delay responsibility.

[Jhonleanmel]

Hi everyone,

@Davnet999, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback.

@SpottedQuoll and @Sturhm, we appreciate your interest however, we don't have any news to share about the exact release date of the software update. Your Google Wifi 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.

Regards,

Mel

[Sturhm]

Well it was already said it IS released, so wtf ?

So i guess we just all wait for like months before it is arriving, if ever i suppose. I have no faith anymore for any of Googles products, since they all are full of faults and assistant just getting dumber by the day. Everyone can see this if they search or look around in Reddit.

[Jhonleanmel]

Hi Sturhm

We're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

Best regards,

Mel

[Pepperjack1]

You are a SCAMMER!!!!!!!!!!

[Jhonleanmel]

Hi everyone,

Thanks for getting back to us.

@NicC and Pepperjack1, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

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

[NicC]

Mel-

Go talk to "Andrew"... he's the Google Support rep that I was working with A YEAR AGO!!! that initially kept blaming my fiber ISP until I proved to him that the problem was with the NEST wifi and points.  He has all of the data from the several times I used the Google Home app/ Feedback/System logs and screenshots to share what was (is) happening.  "Andrew" was going to get back to me but never did.  Crickets.

Another BS form isn't going to fix anything.  You're just a troll.

[SpottedQuoll]

---

@Jhonleanmel wrote:

@NicCand Pepperjack1, we deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can change your mind in the future.

---

I thought it couldn't get any worse than @Jeff 's dismissive replies, but it seems I was wrong. They hired the perfect corporate robot this time round. Maybe A.I. will take over all our jobs, but just not in the way we expected it to.

[SpottedQuoll]

---

@Jhonleanmel wrote:

Hi Sturhm

We're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

Best regards,

Mel

---

Wow, well that's wildly inappropriate and dismissive of your customers here.  Maybe read their message before copy-pasting from your limited dictionary of standard responses.

[NicC]

Looks like "Mel" is the new Jeff but with more condescending replies...

[SpottedQuoll]

It was mentioned that it was already released.  We're merely commenting on the fact that nobody received it as of yet.  Also, it seems you can't provide us with a changelog or version number, which casts serious doubts on the validity of your claims regarding the release of the new firmware.  You're just making announcements before anything happened already really, just to keep people busy, aren't you?

[Davnet999]

You are Google... I know how you respond yo multi billion dolar company with Google Cloud issue... Please responded to this issue immediately even if you have to redesign, UAT TEST, Validate and roll out to production charge $1 for all the customer with speed bandwith issue... According to your own Google standards, you can do this in 9 days.... Today is Sept 19, 2020..

[Davnet999]

Google.... Please engage your top Google mesh experts to resolve this issue.. NOW, PLEASE  Not sure if I am trusting Google Cloud Solutions for large corporation... Google has to realize that all their thousands of customers also are deciding billions of $ decisions to go with Google Cloud services for their companies, government, military solution....Hmmm...  Service ?? Quality... Look for Excellent service.... 

[Davnet999]

I have tried everything... I still get 134 meg down and 34 meg up (sometimes 19 meg up).. my 1 Gigabyte fiber ISP works at 989 megs (WIFI) average with all brands of router in my testing... I JUST NEED A MESH NETWORK for full distance coverage... How long do I have to wait for a solution.... This is Google... Right???

[Davnet999]

Having the exact same issues with all the trouble shooting advance techniques possibly thought of including having my surrounding neighbors their router down for 20 while I tested my Google mesh speed test... 143 meg down and 97 up..  Connected directly to the ISP.. 

[Cej]

Ugh... following. Mutha

[Jhonleanmel]

Hi everyone,

Thanks for getting back to us and for sharing your insights and I'm sorry you feel that way.

A new firmware release is going out now to the WiFi routers and points. You won't need to do anything to receive the update and it will install automatically once it's available for your hardware. Over the next q-2 weeks the update will be pushed out to all users. There are a variety of performance updates and bug fixes in the release, so I'm hoping this clears up the issues you're seeing here. Let me know if you have any questions about the update.

Thanks,
Mel

[Sturhm]

I am sure everyone would appreciate some release notes.

[SpottedQuoll]

2 weeks. We will hold you to your official announcement here.

[Davnet999]

Mel... The firmware will be fantastic.. Let us know the exact date and will start performing test right after the update... 

[DesignerJoe]

I've been very busy for awhile, but have been wanting to look into this issue as it started for us several months ago. I have a multi member household and it's been extremely frustrating for everyone having to reset the router 2 or 3 times a day. I'm also at the point where I'm ready to buy an Orbi setup. I really don't want to since I'm a huge Google advocate, but this is just too much to deal with on a regular basis. I hope this firmware release fixes the issue, otherwise I'm jumping ship on the Nest router and points. 

[Jhonleanmel]

Hey folks,

Thanks for getting back to us.

Your Google Wifi and Google Nest Wifi devices 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. Also, we do not have any news to share about release notes for the update.

Best,

Mel

[Davnet999]

Thanks Mel for the update..  Appreciate your engagement with this problem.. Hope Google can get to the root cause and produce a remediation soon.. Let us know when that is a key patch, upgrade and fix for our Google extremely slow mesh router problem.

[Jhonleanmel]

Hi Davnet999,

We appreciate your patience. For now, I suggest waiting for the update and monitor the network. Let me know if you have other concerns.

Regards,

Mel

[SpottedQuoll]

13 days to go, and we will know if you're speaking the truth.

[Scotar]

Like Designer Joe,

I too have had google products from the start and also had to reset my Nest router 2-3 times a day.  I will continue to use my pixel but will never buy a networking product from Google again.   I posted months back that I had enough and switched to EERO pro and turned my points into smart speakers connected to the eero.  I have zero faith any update is going to fix having to reset it for slow speeds.  It's been since the end of 2019 when the Nest Wifi came out.  Over three years this product has been out and never been fixed.  This system is now outdated so it doesn't make a lot of sense for google to spend money to try to fix it.   With the eero pro, I have never had to reset it, and the speeds are fast with a  rock solid signal.  I honestly think if you have problems with your nest wifi, just replace it with something else.

[JohnValley]

I have to reset my nest router at least once per day because all my devices will grind to a halt due to low speeds. I run the test and the router is getting good speeds, but yet all my devices are crawling slow!!! This is ridiculous Google!!! It's been months since this issue has been made aware to you and there is still no fix. I am getting ready to sell these pieces of junk and switch to some other mesh system. Heck I even switched over to iPhone from a Pixel 6pro. That thing was so buggy and always overheating. This is not a good trend for you Google!

[mschwarzzz]

Well, maybe this is Google's answer to the no-upgrade-in-sight issue https://9to5google.com/2022/09/18/google-nest-wifi-pro-6e/.    My bet is that there will be ZERO pre-orders from anyone on this thread for this puppy.  LOL.

[bolton]

I agree with @mschwarzzz.  After weeks of working with Google tech support and going through their troubleshooting routine multiple times and getting replacement devices (at their cost) which did nothing to fix the issue.  That was months ago.  I bought new devices and haven't looked back.  I was also told that the new update coming out was going to resolve my problem.  It did nothing.  They have spent, what like, 2 years(?) "working" on "fixing" this issue.  They are just toying with you.  They have no intention on fixing the problem, otherwise, it'd been fixed by now.  They just want you to buy their new devices.  "Jeff" and now "Mel", as alluded to by others, are likely trolls.  What vendor who is imminently rolling out an update, is unable to provide release notes?  No one that you want to do business with.  It's painful, but I second the recommendation of others of ditching the Google devices and get something (virtually anyone) else's devices.

[Jhonleanmel]

Hi bolton,

We understand. If you ever change your mind, we'll be here to help. 

Thanks,

Mel

[DesignerJoe]

Terrible response, Mel. You're loosing customers daily and preventing new customers from buying. This is not the job for you.

[SpottedQuoll]

Looks like Mel's a professional robot.

[bolton]

Ha, ha, ha!  Thanks for the morning laugh.  As noted before, you're either a bad robot, or incredibly stupid, because as others have noted, that is not a response that would keep a customer or make others want to purchase/stay with your products.

[Jhonleanmel]

Hey everyone,

I'm sorry that this has been frustrating for you ― we hear you.

@DesignerJoe, I assure you that not only do we care about our products, but very much so for our customers.

@SpottedQuoll, no bots here.

@bolton, Thanks for sharing your insights, we value this feedback.

I suggest we wait for the update.

Regards,

Mel

[DesignerJoe]

I think you're right, Bolton. They probably are trolls. It's insane that they don't care at all about their customers for this product. I've made the decision to abandon Google Nest Wifi and spend the money on a better product. Most likely going with Orbi. 

[Counciltucky]

Replying in hopes of getting updates on this issue. Some days my mesh will crawl to a halt. I go into the Home app and "test" my speeds and the wifi springs back to life. Only on occasion do I need to reboot the system. 

[Jhonleanmel]

Hi Counciltucky,

Thanks for letting us know about your network. Have you had the chance to try the above? If so, how was it?

Thanks,

Mel