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

[Sturhm]

I got the update, but it did nothing with the slow speed problem. But honestly i am not surprised, hope everyone else has more luck.

Byers beware, think again if you consider buying Google products, i would look elsewhere.

[Jhonleanmel]

Hi Sturhm,

Thanks for getting back to us and 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?
 

Best,
Mel

[DesignerJoe]

Thanks for letting us know, Sturhm. Glad I didn't wait around for that. I ordered my Orbi setup instead of waiting. Looking forward to setting that up tomorrow and having no more internet issues. 

[Jhonleanmel]

Hi DesignerJoe,

We're always here for you in case you change your mind.

Best,

Mel

[NicC]

Mel-

You're a troll and a condescending POS....   Google has known about these problems for months and has stalled and lied and ignored everyone's pleas.  This new "update" didn't fix the issues and all you can say is "We're always here for you in case you change your mind."?!?!!?

What a bunch of BS!!!

Public Service Announcement:  If anyone is reading this thread and thinking about getting Google Nest wifi mesh system - DON'T DO IT!!!!  Look elsewhere!

[Jhonleanmel]

Hey there,

@SpottedQuoll, thanks for reporting. We're investigating why there are offline unnamed devices showing in the app. We'll let you know if there is an update.

@NicC, we appreciate you sharing your insights on this. Hope we can change your mind in the future.

Best,

Mel

[SpottedQuoll]

Since the update, one of my wireless points also seems to disconnect at times from the mesh. Devices, such as security cameras, connected to this point seem to continue connecting to it, and hence they are disconnected from the internet (because the point itself is disconnected from the mesh).  So yeah, this is now an even bigger security issue than it was before the update.

I'm not sure we can still believe you when you mention you communicated these issues to the developer team.  Either that's not the case, or the developer team is somehow entirely incompetent.  The issues people have brought up here, have not been addressed, at all.  Instead, new bugs seem to have been introduced.

[Jhonleanmel]

Hi SpottedQuoll,

Thanks for getting back to us and sorry that your still having issues with your Google Nest Wifi point. I suggest factory resetting the point and add it back to the network. This time, set up the child point close to the main point, then move it back to the original location once the setup is completed.

Best,

Mel.

[SpottedQuoll]

No Mel, I tried that before and now again, it doesn't change anything. Eventually, all the same issues just pop up again. Stop gaslighting your customers into believing the problem/solution is on our end. Fix your product. The firmware update didn't fix anything, and apparently only made some things worse. I suggest factory resetting your responsibilities and kicking the developer team up their butt until they do their job properly.

[Jhonleanmel]

Hi everyone,

Thanks for reaching out and 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

[SpottedQuoll]

No Mel, we've all filled out that form before at some point, so our issues have been submitted already.  The point is that they are still the same (if not worse).  Nobody followed them up properly before, so why would it be different now?  The form is simply a way to take the more problematic discussions offline, out of the public eye.

All details are available here, extensively in this long thread.  Most of these problems happen occasionally, and might seemingly temporarily disappear as long as you randomly nudge some things (e.g. factory resetting devices).  That is why you, and support when you contact them directly, keep suggesting this.  You're just trying to struggle your way through with excuses and half-baked patch solutions.  What we need yo to do is to face the developer team and urge them to fix all the bugs in their product.  Even better would be to drag one of them over here on this forum, so we don't need to keep dealing with a copy-paster of corporate-style default responses.  Stop sending people in never ending circles to distract and keep them busy.

[cjf]

Mel’s lackluster PR responses seem calculated to make us consider a class action lawsuit. 

[DesignerJoe]

Mel's suggestion won't do anything. I had two points and once this issue started happening they would both frequently disconnect from the mesh. I don't think Mel has any connection with the developers. Their title is "Community Specialist", which doesn't really mean anything. Maybe just specializes in making it look like somebody is paying some attention. 

[Jhonleanmel]

Hi DesignerJoe,

I'm sorry you feel that way. I hope we can change your min in the future.

Best regards,

Mel

[Robert1480]

ABSOLUTELY!!! Buy ANYTHING else. Orbi is literally plug and play. No need to play network engineer...

[Jhonleanmel]

Hey folks,

@makeitmorehuman, have you had the chance to try the steps above? If so, how was it?

@Cej and @Robert1480, 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.

Best,

Mel

[makeitmorehuman]

Your most common answer in this long thread is about your future hope of changing our minds. That won’t fix our issue. 

the other stuff like reset, on and off is silly things everyone tries. 

not sure what workaround you’re getting at.

[NicC]

Mel's a Troll.... Just ignore him.

[Robert1480]

You HAVE changed my mind! I loved Google products in the past. Now, I will never buy another one. 

[Robert1480]

Good move! I did that in December and have periodically dropped back in here to see the monthly, "Google is aware of the issue and a fix is imminent!" messages from "Jeff" and now "Mel."

ZERO outages in 10 months with Orbi - versus daily outages/lost connections with the Google boxes that now sit harmlessly in a box in my basement.

I've taken them out from time to time because my son wants them (if they ever actually work). But not before then.

Fool me once...

[SpottedQuoll]

Seems like the update fixed nothing.  The "Unnamed device" problem also still persists, and the list only grows.

[AndresMNB]

@Jhonleanmel what is the latest software version for model H2D? 

[Jhonleanmel]

Hi AndresMNB,

The latest firmware version for your Google Nest Wifi router (H2D) is 14150.376.32

Best,

Mel

[makeitmorehuman]

Any updates? I have 1gb connection. On cable I get 900mbps and on Google Mesh I get 280mbps when sitting next to the main router. Meanwhile the mesh test says, the connection is excellent! What is the point of this useless device?

[Cej]

Same

[hijon89]

I assume most people have tried at this point, but for anyone new finding this thread, make sure that you have "Preferred activites" disabled in settings. It's been almost 5 months for me with 0 restarts since making that change.

And for anyone complaining about only getting 200-300Mb/s over Wi-Fi, that's roughly the limit you're going to see from any Wi-Fi 5 router and doesn't indicate a problem. You can see benchmarks from a variety of Wi-Fi 5/6 devices here: https://www.cnet.com/home/internet/netgear-orbi-ax6000-wi-fi-6-mesh-router-review/

[Davnet999]

Update... My Gigabyte ISP fiber service to my Google Mesh has improved... Android test shows 190 down 149 up (before 124 meg up, 72 meg down.  IPAD internet test 132 meg down 64 meg up.... Appreciate the work that Google is doing but still unacceptable.(Actually embarrassing to the level of recommending the Google Mesh product.. (Google product???or OEM??). How can I move my 77in OLED 4K /Xbox x to this very low speed..   Should the process at Google have a change control process to ensure the 1.2 gig advertised capacity Google mesh service work perfectly in UAT testing first before releasing to the public (PROD)...  So... WHEN will the next version software/firmware upgrade???  Hard to believe that Google (Largest IT company in the world) has not created thousands of test mesh site in various parts of the United State and EMEA to replicate and monitor the speed /bandwidth activity... OMG.. The power and financial backing of supporting their product should be ASTRONOMICAL.... The level of Einstein level intelligence should be absolutely increíble...  I would love to have a Google Mesh supporting my HOME automated functionality with my 4k / Xbox on the SAME network... 

[Davnet999]

Everyone.... Please be respectful and civil... We can get Ggogle to respond much faster and effective if we present the absolute facts toward the root cause of this problem... If the evidence toward the root cause, then Google must, by their own ethics and guidelines provide a perfect REMEDIATION without any reoccurrences... To be the best product on the market... Wonder if they use this same type of deep root cause analysis on their Google Cloud Products... Google Cloud customers are among us... Hmmm

[Davnet999]

To GOOGLE.... about your Google Mesh product..  Please help me understand your service delivery policy, ethics and obligation.. Google is valued at 1.45 Trillion dollars.. Google says a product called Google Mesh .arketed and designed to support the In Home automation process.  Google Mesh is advertised with WIFI at 1.2 Gigabyte capacity yet I invested my time , reputation and big money (for me, expensive) to have a sustained WIFI speed of 187 meg down and 124meg  up.  EVEN with their upgrade... (Was 114 meg down and 94 up before the push)..  Embarassing to have guests to my house experience slow connect speeds..Hate the delay and interuption on my 4K TV and Xbox.  Sorry, but not exceptable. And YES ... I disconnect my ISP routers, ask my neighbors to disconnect theirs for 30 minutes.. Rebooted amd STILL had the same results... Between the reboots, resets, location moving, resetting all the house peripherals, bypassing the router to go direct with.  Internet 1 gig connection 《《  》》 Google Mesh, the results are still the same.... about 145 down and 114 up testing from my Android, Apple IPad, Dell Windows 11 desktop.... Google... Get up best Engineers, developer, Problem Managers, architects, Cisco, infrastructure and product support tech and fix this problem in ONE week.. ok.. ok.. Allow for UAT testing, stress testing and deployment change control plans... Start now please... The end users and product owners.. NO more complaining... Collaboration please... Provide Google with every piece of perfect precise evidence of the poor performance of the Google Mesh Product...  

[Davnet999]

Mel... Sounds like you are the main contact and hope a critical stakeholder with this Google Mesh extreme slowness issue...  How high and broad have you (Mel) escalated this issue within the the ranks of Google.  This is so serious the a director level should beware of the progress toward total and perfect remediation inuding product replacement at no cost.. Take the opportunity to make Google Mesh the best in the industry..  Include all the end user to test and sign off on the new prodect...  After all this remediation process parallels the Problem Management framework of ALL Google product including the confidence level of clients investing millions into Google Cloud Sevices... If a very simple problem with Google Mesh can not be resolved or takes an unacceptable time to remediate the problem then what is the quality of the rest of the Google Support Dev innovation Services... Transparency... Reminder to the end user... Don't critique negatively... Provide incredible evidence and solution for this problem... I would like to see the clients (end users) show their incredible intelligence and a lessons learned to this 1.45 Trillion dollar Google company..  I love Google but I hate to see a subpar and sloppy root cause /remediation process... 

[Jhonleanmel]

Hey folks,

@Davnet999, thanks for the added information and for sharing your insights. We hear you and all our customer's concerns with our products and we make sure to help everyone get the best out of their devices. I'm sorry your network speed is still less than what it should be, I suggest filling out the form for us to take a look at this issue further.

@cjf, I'm sorry you feel that way. Have you had the chance to try the steps suggested above? If so, how was it?

@hijon89, thanks for the helpful response and for sharing the steps that helped your network.

@SpottedQuoll, since you have already filled out the form previously, I suggest continuing the conversation there for our team to look deeper into the issue.

@makeitmorehuman, 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. Also, please continue the conversation there.

Best,

Mel

[SpottedQuoll]

---

@SpottedQuoll, since you have already filled out the form previously, I suggest continuing the conversation there for our team to look deeper into the issue.

 Ah dear Mel, that is exactly where the issue lies, right?  There are no more suggested solutions for the issue.  All the copy-paste "reset your device" stuff has already been tried to death.  It doesn't solve the issue.  All the "wait until the next firmware update" has also been tried already repeatedly.  None of the updates seem to address our issues.  On the contrary: only new issues seem to emerge with each new firmware update.

You keep on acting as if we need to take steps to solve the issues of your product.  But in reality, the responsibility lies on your end.  It's your product that is broken.  You have to fix this mess.  Trying to make your customers believe anything else is plain gaslighting. 

[Jhonleanmel]

Hi SpottedQuoll,

I'm sorry you feel that way ― it is not our intention. We make sure that we do our best at helping all concerns here in the community and if needed, we ask our users to fill out a form so that the issue will be investigated further.

Regards,

Mel

[Davnet999]

Please share Googles Root cause analysis results with us.. indicate Googles remediation not just a temporary patch.. 

[Jhonleanmel]

Hi 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. 

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

Cheers, 
Mel

[JEANRIVERA]

Oh WOW, This thread will be locked in 24 hours, without a solution for more than year, let's just close this thread.

[Jhonleanmel]

Hey folks,

@Counciltucky, the 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. Older models like the Nest Wifi don’t have a 6 GHz radio, so it can’t mesh with Nest Wifi Pro.

@JEANRIVERA, have your tried the steps suggested above? If so, how was it?

Best,

Mel

[makeitmorehuman]

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

[DesignerJoe]

@makeitmorehuman That's exactly what I was thinking! lol.

[Jhonleanmel]

Hey folks,

@Counciltucky, 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. 

@makeitmorehuman and @DesignerJoe, 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.

Best,

Mel