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

[Com-And-Dev-Gur]

This is unacceptable. I am paying for gigablast but receiving megablast. Your mesh system used to run great. 800mbps too 1.3gbps download all the time. As of 2 months ago, 30mbps tops. 2-3 years people have been complaining and all you have to say is "we still haven't figured it out, but know we haven't forgotten about you!" Are you serious? You owe a refund to every customer on here. Furthermore, you should have easily found a fix after all this time. What is your IT team doing? I am the owner of an IT business in AZ and honestly, you used to be one of my biggest recommendations for smart home automations and mesh systems. Though it's going to be a nightmare changing 100 devices to a different setup, I'm doing it. You have caused me to lose hope and respect for you for that matter. I will not be recommending your products anymore. I have sold thousand of your products to customers who are now contacting me with non stop complaints. Do you realize how much business you have lost over this? How about how much business you would have continued to receive had your customer service team and IT team simply done their job? I'm so disappointed and discusted by your lack of caring and lack of accountability in this manner. Consider a cool million dollars lost (at least) just by losing this customer. Sadly I know I am not the only business making this decision either. Good luck Google. You will need it. Especially once the lawyers get involved.

[Jeff]

Hi, Robert1480.

I do check in after a while. If there's nothing new to share, I like to drop a message as it will bring new eyes to the thread and hopefully get others to share a fix if they've found one and it keeps the thread on my radar. I know the messaging can get a little repetitive, and I'm sorry for that, but I do like to keep the thread alive while waiting on a fix.

Thanks.

[Pepperjack1]

Jeff,   I think you are a HOAX.  I just called the support group and they walked me thru several things to attempt a FIX.  

Funny thing..... I mentioned YOU being on this thread and they say you are not part of any GOOGLE support team.    

I think you are just a FAKE personality on here making all these statements about "they are still working on it" ... 

Funny thing is that the support agent did NOT admit there was a widespread problem with the Nest Routers... 

So why don't you go TROLL somewhere else and stop giving everyone FALSE HOPES..  

To everyone else having problems......CALL  Google Nest Support  @ ############

[Pepperjack1]

They blocked the phone number...  on the thread..

GO to Google and search for "How do i contact Google Nest Support"  the phone number should display

eight Five Five four six nine six three seven eight

[Pepperjack1]

Jeff,  you are nothing but a TROLL.....  Google NEST SUPPORT management states they DO NOT have anyone like you answering threads....

[Robert1480]

Waiting for Godot...

[StefanBennett]

@Jeff It has been nearly 5 months since your last update here and this is getting a bit ridiculous. It seems very obvious that something is wrong with this product and we are all left here with our hands tied behind our backs waiting for some help. I think most people on this thread are ready to throw in the towel and ditch this Google product since it seems that your engineering team can't seem to make it work. We'd really love some support here.

[SpottedQuoll]

@StefanBennett Don't get your hopes up.  The exact same pattern has happened in other threads, with distinct major issues.  The record holder, as far as my knowledge goes, is a major issue that's been going on for 3.5 years now.  Yes, three and a half years that is.  Initially, we get replies of "we're looking at it, blablah, I know this is frustrating, blablah, but I have nothing new to say".  Then they just stop responding, probably because it gets embarrassing.  I mean, I know I would be embarrassed to be the public facing person to try and justify this still.

[Com-And-Dev-Gur]

Seriously? You aren't even a Google team member? WTF is wrong with you!!! You wasted my time and others time and had us blaming Google for your dumb replies!! Likey lost them business. Almost from me too. Shame on you troll!! Google, I recommend you ban this member before you lose even more customers. 

[Shiv21]

I am glad I found this community, I thought it was only my Nest Wifi doing this much drama. I am also wondering:

1) if you guys are having an issue with the points showing less speed than the actual router.

2) Secondly, it show that I have used around 600 GB but when I check the months its always just 3-4GB max per day. It doesn't add to become 594GB. Any advice would be appreciated. 

Additionally, Google please please please please get the wifi speed dropping and disconnecting issue fixed...... its getting quite frustrating.

[Josep]

Yes. My google wifi router is 100% fast... but my google points connectios are really slow... it is so frustrating...

I tried everything with google support but no results... 

I am still trying to figure it out how to fix it!

Google home gives me 100% speed at the app but when I make a speet test at the point, not the router, it is very slow...

[barone]

My router had the slow down and offline 2 weeks ago. I purchased a new router and today it too did the same thing. I have a few points in my network and they all just became paper weights. Working in IT and needing needing a good connection to work from home, I think my trust in Nest Wifi has been crumbling. I think a refund or a fix is due from Google.

[NicC]

Sorry to hear you've got the sh!tty Nest problem. 

Goggle has supposedly been working on a fix for  a year now.  I don't think that anyone here really believes that they actually intend to fix it.  I think they're just seeing how long they can string us along. 

Start looking for a replacement wifi system...  Most people here have finally given up and have moved on.  I'm still looking.  The nest was awesome when it worked.  It's an expensive piece of cr@p now...

[barone]

I disabled all preferred activities and that seemed to work (for now). I had video conferencing and gaming selected before.

[NicC]

Disabling the preferred activities has had zero effect for me...  

[Tbrock621]

Don't make me do it google. Please don't. Your About to make me drop these thing's in the garbage and make me go buy a full new system. My main router is fine. Over the last 2 or 3 months my mesh aps have just continued to drop and dissconnect. They have been set up for 2+ years and have worked perfectly with Great connections. Now constant poor connection to offline all the time. About to loose a life time customer. Totally going with ruckus unleashed if this continues. 

[JohnValley]

I'm with you in your sentiments... Google hasn't done squat about this issue...

[Davnet999]

Yes... I am really truly sorry for wanting the largest IT company to solve this problem.. They can and should fix a simple problem with their own created, designed and implemented product...  Simple is compared to their massive effort to provide Google Cloud Solutions for the world.. Do not understand the delay...

[ark2]

Chiming in to say that I'm experiencing similar problems. We bought the nest wifi at the beginning of the pandemic and was great for the first 2y, but the last couple of months have been dropped connections and slow speeds on some devices (not all).

[Tbrock621]

Exactly same situation of mine

[bolton]

I've been having the issue with the access point for nest dropping periodically and needing to reboot it to get it working. Right now, I'm seeing 678 megabit does on the nest router, but only 150 megabit on the nest access point even with a great connection between it and the router. What the hell?  Why am I not able to get the full 600 megabit between the two.

[Josep]

Exactly!!! 

Same to me!!!

[gtowncook]

So my issue seems different than most. I bought the Nest Wifi two-router package in Sept 2021 and installed one as a Nest point. Everything was fine, except that in one room downstairs (used as an office) speeds were too low for video calls. So in December I added an actual Nest Wifi point to then be a second access point. That's when the problems started. Whether Zoom, FaceTime, or Google Meet (go figure) the connection drops. When we unplug the second access point, everything is fine. So for me somehow the addition of the second access point screwed things up. Can't get info on a fix. Anyone else have this same problem!!??

NB: just did a full factory reset yesterday of the whole system and the problem still goes on.

[NicC]

Interesting... I'm getting slow DL speeds (<260GB) on the router and both access points, but almost full 500GB on UL now.  Was only getting ~250GB UL and DL 'til last month. 

Hadn't thought of trying to unplug one access point to see what that does to the speeds. 

Nevertheless, we were getting 480GB+ thru the router and both access pts (in both DL and UL) before the "big slowdown" in Oct/Nov 2021. 

Google isn't admitting it, but many people feel there was a firmware update that caused all of the issues we're still experiencing.  Total BS.

[Problemreport]

Same exact problem!!! What happened?

3 Nest Routers in a mesh. Run the Netflix fast speed test and 4 mbps on a 200 mbps connection???   Rock solid before

[Problemreport]

Making this as simple as possible. Redid network from scratch. 1 device on the google nest router. 200 mbps from the carrier. Result is 2.3 mbps from the laptop. Someone pooped the bed on this firmware update.

[Pepperjack1]

My OPINION.....Jeff, the so called COMMUNITY SPECIALIST is nothing but a TROLL getting peoples hopes up that a FIX is coming...

I called Google Nest Support......they are UNAWARE of anyone like this so-called "JEFF - Community Specialist giving updates on this topic.  

HE IS A TROLL!!!!!!!!!!!

My advice is call Google Nest Support.... Search Google for  the following" How do I contact Google Nest Support...  and get the phone number and CALL  CALL CALL CALL...

I would put the number here but my last attempt to give out the number, the phone number was blocked from my reply...

[NicC]

Sorry PepperJack.  I did call Google Support, I called them several times.  Was working with a guy named Alex.  He's the guy that initially blamed my ISP until I showed him the data that I get full 500GB thru the ONT and it only slows down after going thru the Google Nest router. 

Sent Google Support a ton of data packets from the Google Home app, and they had no answers.  Haven't heard a peep from them in weeks even though I've reached out several times.

I know exactly when the problem started...

Google Support is not the be all end all.   It'll be interesting to see if what they've asked you to do will actually solve the slowdowns, drops and squirrely Home app.   Let us know...

[Robert1480]

Public Service Announcement on one option - Was just at Costco and the Netgear Orbi system is $100 off right now. Toss your Google 5hit and get this (or anything else) that works!

[Dogtown19]

GG. Google nest. May you rest in peace. Waste of my time and money. When all your support staff blame my ISP.

Asus for the win

[Timmynest]

Well at least I know I'm not losing my mind! I've got a nest router downstairs in my office with the WAN connected straight to my ONT via Cat6. The LAN cable goes out to a 1G switch which is the backbone of my home system. My TV, Oppo BDP105, Roku, and my work/home office pc are all tethered. All my tethered connections seem to be ok as far as I can tell although they do go wacka-do from time to time. Especially my Roku, which requires a reboot when it gets slow and jerky. 

The wireless is a whole other matter. Like others have said, worked great initially but recently over the past few months began to slow and drop the mesh connection, and devices in the WiFi network were performing poorly. Google home speed test would continually show good DL speed (490+ on a 500/500 fiber circuit) but UL was showing 60-120Mbps even after several tries. After rebooting the system and cycling power on the nest point, it would sometimes come back but not for long, and not every time. It's especially frustrating when using iFIT on my NordicTrack. It just stops in the middle of a workout and takes 10 min to recover if it recovers at all.

[Stone808]

Same problem. Installed everything 3 months ago, been all good. Now for the last 3 weeks I get constant drop outs and low speeds through the day. Restart the whole system fixed it temporarily but it drops back out. I have a google router and 4 points. My Xfinity speeds are 1200 Mbps and the tests to their modem check out. Really need a fix for this.

[NicC]

Sorry to hear that you've joined "The Club".  Don't expect a fix from Google... it's been over a year for some of us; 5 months for myself. 

The best solution is to dump Google and tell everyone and anyone how they don't support their products. 

Don't let anyone else make the same $300+ mistake!!!

[Timmynest]

I am really considering this. I suppose I'm holding out because I am invested in the Google eco system with several nest mini speakers and such. I just want it all to work the way it used to. I really do like the system. I know they can do it. They've done it before. C'mon Google! Help a brotha out! Please don't make me switch.

I'm getting around my iFIT lag by using WiFi sharing on my mobile device. It has been suggested by some well meaning folks that the iFIT requires a 2.4gig WiFi radio connection as opposed to a 5gig. Not so says I! My mobile device has a 5gig WiFi radio and my iFIT doesn't miss a beat on that connection. It is most defiantly a Google Nest WiFi problem.

YOU CAN DO OT GOOGLE!!! I BELIEVE IN YOU!!!

[Stone808]

Question… did you enable “Bridge Mode” on your modem? I missed this step, and possible solution. Will report back.

[AndresMNB]

I do have transparent bridge mode on the modem from my ISP. I also turned the WiFi off to avoid noise. For some reason the last couple of days I haven't had the issues I was experiencing... fingers crossed 

[Timmynest]

Hi,

No I did not need enable bridge mode in my situation. I connected the Nest router directly to my ONT via Cat6. It is my understanding that bridge mode need only be used on the upstream ISP router if you're using one. In my case, I have a direct cat6 connection to the ONT as mentioned above.

[AndresMNB]

I used the transparent bridge config on my modem to increase the download speed. 

[NicC]

I'm in the same boat... my fiber ONT from my ISP connects directly to the NEST router.  There's no bridge setting that I'm aware of.  Worked fine before and now it doesn't.  Shouldn't have to be a propeller-head to fix Google's prob.

[Scotar]

Every day my wifi speeds drop to 2 mbs at some point.   I go into google home ,wireless,click on nest router and options to RestartNetwork.   Takes a few min and then my speeds are back to 400mbs.   Getting really annoying.