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

[SpottedQuoll]

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@makeitmorehuman wrote:

So you sold us a crap that doesn’t work and now you want us to buy crap pro? That’s your fix?

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It craps at a faster speed.  I think there's even a word for that. 🤔

[Davnet999]

So.. I have to throw out all my Google products, locks, cameras, Max screens, phones, speakers, nodes, more than$1500 to go to an Alexis environment???  Or is Google going to do the right approach and send us all new Google Mesh Pro..  As a Senior Problem Manager applying all framework idealigubto this issue (ITIL), I am absolutely upset with having to buy a new Google Mesh Pro or migrate to Alexis products.... 

[Robert1480]

You already know the answer to that. 

Google will continue to troll, letting people know that they are aware of the issue and fix is imminent. Nothing will happen. 

[Jhonleanmel]

Hey folks,

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.

Also, Google Nest Wifi Pro takes advantage of the benefits of the 6 GHz radio band to deliver a new level of Wi-Fi performance. Nest Wifi Pro runs the mesh connectivity between Nest Wifi Pro nodes exclusively over the 6 GHz band. 

Best,

Mel

[cjf]

“We’ll take your pain and ill spent money as feedback” Mel laughed maniacally as thousands hot cried tears of rage. 

Mel does not care about you. Google does not feel bad for stealing your money.

[SpottedQuoll]

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@Jhonleanmel wrote:

Also, Google Nest Wifi Pro takes advantage of the benefits of the 6 GHz radio band to deliver a new level of Wi-Fi performance.

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I don't need a new level of performance.  I need the existing level of performance that I paid for to just work; like it effectively used to, before the Google Home software/app and repeated firmware updates ruined its reliability.

Don't be such a corporate greed robot. I wish I could say that we hope we can change your mind in the future, but I suppose for the case of robots, we have to be able to give you a mind in the first place.

[KadoZ]

Mel,

Does this mean Google will replace these defective Mesh Units with Google Nest Wifi Pro? What is the solution here? We are stuck with these defective units and Goole is not offering any remedy. Please clarify.

[Jhonleanmel]

Hey everyone,

@Robert1480, we got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

To all, I'm sorry you're still having issues with your Google Nest Wifi devices. I suggest filling out the form so our team can take a closer look at what is happening.

Best,

Mel

[Robert1480]

I don't expect a resolution at this point to be clear. I wish my conscience would let me sell them. 

Take your time. My Netgear equipment is working flawlessly. 

[Jhonleanmel]

Hi Robert1480,

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

Best regards,

Mel

[cjf]

When are you sending out the upgraded equipment with the return USPS labels? I’m ready to get this over with. 

[Jhonleanmel]

Hi folks,

@Davnet999, We got your form — thanks for filling it out. Keep your lines open as our team will reach out to you via email anytime soon. 

@cjf, could you give us more details about this? Have you reached out to our support team by phone or chat? 

Best,

Mel

[Davnet999]

@cjf @Jhonleanmel..  Thanks for confirming the reception of my form.. Hoping for a fix on my current Google mesh to a realist wifi speed of above 500 meg up and down on my fiber 1 gigabyte Isp brand new neighborhod system instead on my current 124meg l up and 98 Meg down after countless reconfiguring, resetting, direct connect to the ISP.. Asking and getting my neighbors to shut down their WiFi for 30 minutes for WiFi testing... Absolutely no difference... Soemtime I do get 173 meg up and down...  I am looking for a replace of my Google Mesh and 3 nodes to try out the new Google Mesh Pro with 3 new Mesh Pro..

[Jhonleanmel]

Hi Davnet999,

You're welcome. We're here to help you out. Also, I suggest you continue the conversation there to avoid confusion once you receive our team's email.

Regards,

Mel

[Tonycdh]

I just upgraded to nest wifi pro and I am getting worse speeds than nest wifi. None of my connections have changed, just the nest product. I'm getting about 300mb now compared to 600mb I was getting.  My computer directly connected is running 850mb, so it's not my service. I think I'm going to return my wifi pro tomorrow sadly. But Google has known about this issue for over a year and now it's even worse in their newest product. 

[SpottedQuoll]

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Also, please continue the conversation there as this thread will be locked after 24 hours.

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Why would you lock the thread?  No solution has been formulated.  We tried everything suggested here, and the issue is still present.  It's your job to provide a solution, not to discard the problem and lock it away.

[Davnet999]

Form completed for Davnet999 as instructed.  As of Oct 3rd, 2022 speeds tested on my Google Mesh is still between 75-134 meg down and 97 - 135 up.. Tested on Apple Ipad, phone 13, 4 different Dell new laptops, Dell desktop and LQ 4k TV...  All attached to the Google Mesh ONE at a time to multiple connected.. SAME slow speed..  All my devices connect to my ISP router shows 680-780 down and up... Indeed a mesh solution to extend WiFi the edge of my house... WiFi bulbs outside and wifi camera... We are looking to see what action is taken by Google development, production support and change control management.. Please implement a permanent solution while mitigating reoccurrance... Solid Remediation is required... Please escalate, now......

[Robert1480]

I love that "Mel's" answer to your statement that you filled out a form is to ask you to fill out a different form telling them the same thing. LOL

[Counciltucky]

Just got an ad for the new Nest Pro: 

“Nest Wifi Pro isn’t compatible with previous generations of Nest or Google Wifi devices.”

[Davnet999]

So.. When is Google going to replace your defective product??  They solved the problem (Root cause).  Now, the solution is an update firmware, software that seems (requires our testing first) to be a product replacement.. Google Mesh Pro and Pro nodes.. I am looking forward to receive and test their new product.. Hope it works..... 

[Cej]

I need to sell these things asap before they don’t hold a value or more people are aware of the issues. I thought Google was a good company that I can rely on since they are so influential. I went this route since Apple got out of the networking/wifi game. But my Apple AirPort Extreme was fn amazing. And need to offload all Google cameras and products. Garbage. 

[makeitmorehuman]

 Jhonleanmel Hopes your mind will change in the future magically without them doing anything

[cjf]

Yep. I’m never buying any Google product again. The contempt they have for us is extraordinary. 

[Davnet999]

Ok... Let get this straight.. Google has a new product called the Google Nest WiFi Pro that replace their defective Google Mesh.. Proper protocol would naturally be for Google to replace problematic Google Mesh with this new product... When will I be getting my new Google Mesh Pro... Understand the 6Ghz band will require for me to replace all my 4 nodes as well?  Please confirm... So... The new Google Mesh WIFI PRO confirm that Google found the root cause and its remediation is a brand new product.. According to Google ethical line of behavior, this remediation will include all existing defective Google Mesh.. You have my email on file.. Please contact me for shipping address for sending me  new Google Mesh Wifi pro with 4 nodes... I will be glad to return all my defective Google Mesh Product... We (stakeholders with old defective Google mesh product will be glad to put the new Google Mesh Pro through its testing process... Locking this conversation with customer satisfaction does not look good for Google...  Please fix my problem as I can not afford a whole new product line....

[CreekFreak]

Anyone know an attorney that would pick this up for class action? All I want is either a refund for what I paid, the newer Nest equivalent or both. It's time these companies own their mistakes. Because at this point I have a router and point that is now e-waste! 

[Jhonleanmel]

Hi CreekFreak,

We're here to help. Have you had the chance to try the steps above? If so, how was it?

Regards,

Mel

[makeitmorehuman]

I’m convinced you enjoy tormenting us by repeatedly saying you hope to change our mind by doing jack.

[Jhonleanmel]

Hi makeitmorehuman,

I'm sorry you feel that way. Let me know if you have other concerns or questions ― we'd love to help.

Best,

Mel

[SpottedQuoll]

Your copy paste answers are simply appalling.  I'm going to start looking for ways to report your behaviour.  This is not acceptable anymore.  You've chosen the worst time to showcase this behaviour, with the new product line-up being launched.  Time to get the Android and other tech publications to start writing articles about this, so people are warned what they are potentially buying into in terms of support.  I thought @Jeff was bad, but you're two Super Saiyan levels up from that in terms of corporate trash behaviour.  It boggles my mind how a real person can be like this.

[jonstrong]

Mel -

I'm assuming that you're aware of the year old threads in this forum describing essentially the same kind of symptoms experienced by numerous people. We don't know why it's only affected a subset of the users - what's common to those who experienced it. After a year, all these folks have been hoping the September firmware update would fix it - but from what we're reading, not only did it NOT fix the issue for most (all?) of these folks, but the update added a whole new contingent of people suffering these same (it seems) issues. After years of solid Google WiFi experience I'm now experiencing this over the last week, and it's rendered all the WiFi based IoT devices, TVs, doorbell, security cameras, garage door opener, etc. totally undependable. On top of that my ability to actually do my job (at a CTO for a major university business school) is hampered.

I'm sure you can "read the room" here, as people have been venting their frustration due, in large part, to feeling that they've been strung along for a year with no candid feedback and no solution forthcoming.

I've been a Google fan for many years and have pushed that perspective for years. I am, frankly, amazed and disappointed to see the way Google (assuming you ARE with Google?) is treating this frustrated group of customers. This has been going on for more than a year. Dismissing the well-earned anger and frustration with "sorry you feel that way" does NOT send a positive or constructive message.

I urge the Google / Nest product support team to take this group of customers seriously, and treat them (us) with enough respect to candidly share some meaningful information about the situation that we've been told FOR A YEAR Google "is aware of". Being dismissive and disingenuously "polite" just sends the wrong message.

- Jon

[cjf]

I could not agree more about this entire  appalling process. Mel, in particular, is, as you say, dismissive and disingenuous. I’m sure she’ll respond with a “sorry you feel that way” without irony. 

The only way to deal with this is through legal channels combined with publicity. There’s a share button for each post. Let’s use it to push back against Google’s attempt to contain this situation in the hopes that nobody ever notices outside this small group of users. 

[SpottedQuoll]

Share it far and wide.  Keep on replying and commenting also: this boosts the thread in Google's (search engine) rankings effectively.  At this point, if you Google certain issues, these threads full of complaints are already starting to surface.  Soon they'll be the first hit.  People like Mel should be exposed for all to see.  It's hard to comprehend how Google would want to be associated with their behaviour towards paying customers here.

[Robert1480]

LOL - I pulled my Google equipment out of the basement again and plugged it in. It did (!) update to the new firmware after a few hours. I had also tried all of the various steps suggested (NAT changes, DNS changes, etc). Bottom line, within 2 hours, had another disconnect. 

Meanwhile, the Netgear Orbi I bought 10 months ago was plug-and-play. No need to play Network Engineer to try and get it to work. Zero outages in 10 months.

Just admit that we need to toss these. If you want to stay with Google, buy the new one. If you don't buy something else. Either way, these ones are sketchy at best, complete failures at worst.

[CreekFreak]

I'm in the same boat... I went with a better Asus router. But yeah you try all these suggestions and none of it works! You fill countless forms out and never hear a word. That's why I suggested class action again. Because these are just e-waste like my stadia controllers now!

[cjf]

I’ve been asking this question for months. This is ripe for class action. They have been knowingly selling a defective product for over a year. This sorta thing used to be illegal. 

[Robert1480]

If there are really enough people interested, I could suggest a few. Would likely best be a class action, ideally filed in Northern District of California. Lots of suits filed there against Google, Apple, etc.

I've testified there and in other venues (not on this kind of issue), but I could easily find a name who'd be game.

[mschwarzzz]

Great idea!  Need Google to take responsibility and have accountability.

[Robert1480]

To be clear, you need to have REALLY low expectations. Best case scenario - we'd get some sort of coupon for equipment, meaning to get ANYTHING out of the virtually-ensured settlement, you'd likely have to buy Google equipment.

Any cash in the settlement would likely go to the attorney.

[Davnet999]

Agree... The absolute smartest action Google should take and save face is to apologize for deploying a defective product and offer all of us with a "Generous " coupon to buy the Google Mesh Pro and Pro pods... I honestly like Google products and would like to keep recommending and using their products.. For a company worth 1.44 trillion dollars, one would think this upgrade for current Google Mesh owners would be to do the right think and So so easy to implement.. 

[Robert1480]

Not sure how generous it would be - an easy example was a massive lawsuit against GM. The outcome was for the class members to receive a $1000 certificate good towards the purchase of a brand new pickup with an MSRP averaging $45,000, or about a 2.2% discount. So, maybe $5 or $10?