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Nest Wifi - Devices Slow or Drop

rbrowning
Community Member

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

591 REPLIES 591

I DO NOT WANT TO SEE A LAWSUIT...I only winners are the lawyer... Google has the funds to drag this case out beyond my own death and FOR WHAT... This not a life or death case although I did hear of a heart patient with Google Mesh connected and failed monitoring this poor heart patient diagnosis monitoring equipment...  Google simply has to issue, within a week, coupons to cover the cost of the Google Mesh Pro and up ton4 or 5 Mesh pods... Simple , reputation is high and I get to enjoy a working solution before I die... 

I can 100% guarantee that they will not do this. Period. They've dragged this out for at least a year, maybe longer. This issue will die on its own as people like me give up and buy something else and others just learn to live with regular outages. 

Over time, all of the units will be tossed. Problem solved. 

cjf
Community Member

Mel is counting on our complacency. Google has absolute contempt for their customers. They wouldn’t even give us a coupon for a penny without a lawsuit. Instead, they’ll ignore us or continue to try to use their flawed design as an opportunity to upsell to their next product. 

Davnet999
Community Member

What guarantee do we have that this new Google Mesh Pro will give me excellent 667 or greater WiFi speed??  

Davnet999
Community Member

I am hoping and praying that their (Mel) recommendations to fill out the form means they will send us ALL Gooe Mesh Pro at no charge... After all they are Google..  Suppose to be the smartest company in the world with high ethical treatment of their cuatomers....

makeitmorehuman
Community Member

Mel come and tell people you have a form and want change their mind in the future

Sturhm
Community Member

Yeah never gonna happen, what this needs is news attention,,,,everyone feel free to share everywhere so more people gets aware of just how awfull Goolge really are.

Davnet999
Community Member

I still do not understand how a 1.45 Trillion dollars company like Google did not request that all these Goggle members Mesh users were not asked to teat the new Google Mesh Pro... What has happen to the UAT process?? What happen to field stress testing?  What happen to standard process of user testing sign off before going to Production... What methodology does Google follow... Should I be worried how they seel Google Cloud to millions of top fortune 500 companies... Google, please the difference how you treat you individual customers is not a reflection of how you want to market Google Cloud solution.... Back to oír main request... Replace all our defective out of the box Google Mesh and pods with a new Mesh Pro and pods.. I have 4 pods and a Google Mesh old product... Please expedite your replacement t process... 

Google is admitting to a defective Google Mesh Product by selling a new Google Mesh Pro withandatory nodes Pro... Your protocol connectivity interface between the Mesh router and all thebpods are defective from out of the box... Please replace ny DEFECTIVE Google Mesh standard and my 4 nodes... 

Cej
Community Member

I thought this thread was getting closed 

SpottedQuoll
Community Member

Nah, we're keeping it alive for the fun atmosphere. 🎉 Or until they fix the issues in the product and stop suggesting that the issue is with how we set it up.

Hey folks,

 

@Cej, thanks for getting back to us. If you're still having issues with your Google Wifi network, could you fill out this form and let us know once you're done?
@SpottedQuoll, please continue your conversation with our support team through the email you received so our team can take a look at what's happening to your device and for you to discuss your options. 

 

Best,

Mel

Cej
Community Member

😶 how’s the outcome from others filling out the form?

NicC
Community Member

The "fill out the form" BS is just smoke and mirrors.  Google is never going to fix the NEST probs.  They'll just sweep it under the rug and hope the general public doesn't notice while they throw more money at new products that most likely will have the same problem.

Mel's just a troll sent to p!ss us off by commenting in a condescending way to every post.

Who's following up on that Class Action lawsuit?

Jhonleanmel
Community Specialist
Community Specialist

Hi everyone,

 

@Cej and @NicC, filling out the form creates a case which is then handled by our support team that provides further troubleshooting steps and other options suited for each customers.

@Davnet999, the firmware update includes the following:

  • Thread border router support on Nest Wifi router and point
  • Improved WAN offline insights
  • IPv6 stability enhancement
  • General security, stability and performance improvements

@becsta, totally understand that troubleshooting can be frustrating, but these are the most helpful steps to figure out what's going on with your device. Let's give them a try!

 

Best,

Mel

Ok..a firmware upgrade... Do I need to install the firmware upgrade or is this automatic?? How do I know the firmware upgrade is completed and successful..  Is there a Ggogle tool to see the version number and upgrade process??

You have no control over the firmware - it's automatic, and rolled out gradually by Google. It may take a few weeks for a full rollout. You can see what version each of your routers or points have loaded with the Home app or the old deprecated WiFi app. Look at the Home app, select WiFi, and the Devices. This will show a list of routers and points. Select one, and once you're looking at the page for it, click on the "gear" icon for settings and you can see the current loaded firmware version number there. You'll find that Google WiFi routers / points and Nest Routers use the same version, and Nest points use a different version. No doubt the upcoming Nest Pro routers and points will use still different firmware. 


- Jon

Robert1480
Community Member

I think they've changed tactics. Previously, "Jeff" would come on here every month and say "Google is aware of the issue and a fix is coming."

Now, "Mel" is here saying "Fill out a form and take your discussion to Google's controlled platform so no one else can see it."

Either way, I think they just hope we give up, buy something else, shut up and go away.

Jhonleanmel
Community Specialist
Community Specialist

Hi Robert1480,

 

I'm sorry you feel that way. We provide troubleshooting steps here in our community to help out with everyone's concern, and if those steps did not work, we ask our customers to fill out the form so it is reviewed by a senior support team who can provide further troubleshooting steps and other options that could help resolve your issue. 

 

Best,

Mel

When Jeff states a fix is coming Google is admitting that the fix is the new Google Mesh Pro... In order to connect the dots of the most ethical process to follow would be for Google to replace all the old defective Google Mesh and nodes with the new Google Mesh Pro and Pro nodes as soon as possible..

Cej
Community Member

For those that have filled out the “form”, any updates, success, or anything? I’m guessing, no changes. But want to hear it from the horses mouth. Unless “Mel” knows the outcome. Unlikely. 🙏🏻 

becsta
Community Member

By the sounds off it probably isn't even worth spending the time resetting up my wifi to get the update as it seems it has made no difference to anyone else. Everyone seems to get some form to fill out and I am also interested to hear how people are going with the after form support. I went through the whole process with google and they replaced my router and it was actually slower that the original one so went backwards after seeking their support. I await the outcome with batted breath. I am using quiet an old router and want to go back to mesh. I'll wait a bit longer to seem if Google resolve this issue, it not I will also jump ship and I suppose use my nest router and point as paperweights. I was on the verge of purchasing more points as well, so glad I didn't do that.

Jaswetz
Community Member

@Jhonleanmel I filled out the form. What specifically happens next to fix my Wi-Fi?

NicC
Community Member

Throw it away and buy something else...

Jaswetz
Community Member

It looks like the newest update didn't fix things and managed to break the wifi of those who were lucky enough to have their Nest Home working. 

https://www.reddit.com/r/GoogleWiFi/comments/xsjlpl/1415037632_update_broke_my_network/?utm_source=s...

Don't worry! I'm sure Jeff will be here to assure us that a fix is imminent. Or Melvin will offer to let you fill out a form!

😂


@Robert1480 wrote:

Or Melvin will offer to let you fill out a form!

😂


The tragic reality being that one only has to scroll 4~5 posts down to observe this prediction was entirely accurate.

Sadly that last scenario is the one I'm in: my Google / Nest mesh has been excellent for years. I even touted it as "an appliance" precisely because I was able to simply set it up, turn it on, and it just worked - for years. I added a pair of Nest routers to the mix a few months ago so I could have one in my basement office next to my desk and use an ethernet cable from the Nest satellite router directly to my desktop hub, and it's been great for a couple of months... and then *something* happened, which I'm assuming was the September firmware update, and for an entire week my system has been atrocious. I've spent numerous hours of time that I really can't spare, rearranging points, taking some out of the mesh, resetting, power cycling, researching online, running WiFi analysis to see if neighbors' WLANs are causing issues. That's when I learned that others have been suffering with what sounds like the exact same type off issues for more than a year.

It really hit home again today - among my meetings, two Zoom calls and a Teams call were almost impossible. Checking for local WiFi congestion -- none. Checking bandwidth at my desk, which should be at least 400Mbps and I see that download speed dropped to about 20Kbps. Checking at the base router connection to the Verizon FiOS quantum gigabyte gateway and I still had speeds up and down of about 900 Mbps.

Bad enough having the whole "smart" household upside down. But not being able to do my job is the ultimate deal breaker, especially when there's no hint of a true solution forthcoming.


- Jon

It's odd that it was so staggered in the impacts over the course of a year or so that I can tell.

The exact scenario you described, working from home and losing multiple Zoom/Teams call with clients on the same day, was what prompted my change to a plug and play Netgear Orbi. Zero issues since last December. I periodically drag my Google stuff out of the basement and test it to see if it is worth giving to my son. I let it upgrade to the then-current firmware version and test it out. Luckily, I don't have to do it manually - I connect my dog's wireless fence device which notifies me immediately by text and email when the network loses connectivity so I can corral the pooch. Last time I set it up after Melvin assured us it was fixed I had four disconnections in about 6 hours. Back to the basement in the box.

My guess is the "staggered" nature of the symptoms is just due to the confluence of whatever conditions are causing this. Maybe some QoS logic triggered by video streaming combined with bad handling of channel assignments to points, etc. So many variables - hard to even be aware of and try to track them all. I'm getting the feeling the prerequisites for the symptoms we experience are there all the time, "waiting" for a perfect storm that triggers the dysfunction.

I hate the thought of my previously perfect WiFi mesh suddenly being rendered into unreliable junk, and the expense and time sink I've got to deal with now as a result. Incredibly disappointed.


- Jon

Jhonleanmel
Community Specialist
Community Specialist

Hey everyone,

 

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

Your most recent firmware update has made things worse, Mel.  Now go and shout the previous sentence to the developers, Mel.  Maybe make them fill out some forms also, for the sheer fun of going in circles.

Since the most recent update, I have a Nest Point that disconnects every couple of days and requires a power cycle to get it connected again.  Nothing changed on my end; the point didn't move a single millimetre.  It was set up well.  The issues started the day after the firmware update arrived.  The problem is the firmware update.  Go fix the firmware.  Fix it.  Fix it already.

Davnet999
Community Member

Form has been fill out. Yet to hear from anyone.. Not sure what else I can do to troubleshoot and fix the problem...  What if I found a company to put Network sniffer tools, Splunk on the Google Mesh..  The coat may be more then the Old Google Mesh System...  I think Google already knows the problem, hence the new Google Mesh Pro with Node pros to replace the ol' Google Mesh...   

Jhonleanmel
Community Specialist
Community Specialist

Hi Davnet999,

 

I suggest waiting for the email from our support team so they can help you further and provide other options.

 

Best,

Mel

Yes... They contacted me with immediate instructions about how to remediate the problem with the cause of having 2 routers...Do not have a 2 router problem.. Already reset, reconfigured and test all configuration of JUST the Google Mesh connected directly to my Gigbyte ISP fiber station.  ISP router off with its WIFI shut down.. I even asked and neighbors surrounding my house shut down their routers for 40 minutes.. Old Google Mesh shows 897 meg up and 967 down BUT internet test on 6 Windows laptop, 3 cell phone (Samsung 21 ultra), and IPAD, all show in ALL configurations of 147 meg up and 125 meg down average using a variety of internet test software... when I connect my ISP router to the Fiber Gigabyte internet. My connect laptops show 650 meg up and 734 meg down average by Wifi..Amazing...  Not a multiple router conflict problem...

Recipient of the form (Google L1,L2,L3?? Tech support) did respond.. Their solution was based on a 2 router conflict issue ( my ISP and the Google Mesh Router... My configuration, factory reset and testing consisted of just using the Google Mesh router connected direct to my Fiber Gigabyte port... Still get 146 meg up and 98 to 125 Meg down... I even had the neighbors turn off their routers and hot-spot for 40 minutes while i reset the Mesh router and test speed again.... Not much change... Still 148 meg up and 125 to 135 meg down... 

Jhonleanmel
Community Specialist
Community Specialist

Hi Davnet999,

 

Thanks for the update. I suggest continuing the conversation there to avoid confusion.

 

Best,

Mel

I, on the other hand, would suggest to keep on reporting here about how those "conversations there" actually go.  They don't seem to lead to any solutions as well.  Mel is just trying an obvious "divide and conquer" strategy.  Let's avoid confusion and report every single bit of everyone's experiences here, including their experiences with the tech "support".  I think we're about to see some common patterns emerge real soon.

NicC
Community Member

Thx for putting this up here Davnet999!  PLEASE keep posting what's happening in this thread so that it's all in one place and Google can't sweep this mess under the rug like they're trying to do by taking this "offline" and trying to hide that nothing they recommend works...

Jhonleanmel
Community Specialist
Community Specialist

Hi NicC,

 

I'm sorry you feel that way. It's never our intention to sweep this under the rug. We are asking our users to fill out the form so our support team can focus on each customer's concerns and provide troubleshooting steps and other options that may help fix your devices.

 

Best,

Mel