Primary Nest Pro works slow

[alepalermo]

I have 2 Wifi nest Pro devices that i bought separately, the primary one connected to the Modem works slow ( half or less of the top speed standing right in front of the router ) , connections drops of devices( TVs, Iphones, Ipads ), cant properly stream content out of it due to the slow speed or dropped connection, ping / latency is high, some devices cant event connect to it ( "unable to connect" or  "wrong password" errors, even when i was connected to it and ir suddenly dropped which is REALLY weird).

The new one that i setup to extend the coverage and is connecting to the main router via wifi seems to be working at the expected speed ( same or almost the same  as my ISP Modem), with lower latency and no issues with devices connecting to it ( so far )

The response i got from support was restart it,  but it doesn't seem to fix anything ( after some trouble shooting changing the network name and password that didn't worked either ). 

Is someone else having the same issues? 

[AbigailF]

Hi alepalermo,

Thanks for posting. I'm sorry to hear you're having this issue. Could you provide the case ID number of your interaction with our support so I can take a look? We'll wait for your update.

Best,
Abi

[alepalermo]

Hi! thank you for answering this Post.
I contacted support a couple of times, first was this ID: 4-1828000033210, where we tried changing the Network name and password, after that the support recommended I restart the router. which I did and nothing happened.
The second time when I bought the second one, and i'm still trying to resolve the issue with them, but with no results so far, the ID is 2-1980000033366, Where im trying to explain this situation where one router works great, but the main one works very poorly, and they asked me for speed tests and more detail about the network and stuff, but so far the recommendation has been, "restart it", or "change the DNS" with no positive results so far.

[AbigailF]

Hello alepalermo,

Thank you for the details. I've checked both cases and saw that the second one is currently being worked on. Since you are already working one-on-one with our support team, I suggest continuing the conversation there. I'll keep this thread open for a few days so you can also update us on how it went. If you have additional questions or clarifications, feel free to reply to this thread.

Regards,
Abi

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[alepalermo]

Yes, I do. After Abigail last reply, support stoped responding, and the issue still persists 😕

[Jhonleanmel]

Hi alepalermo,

Sorry for the delay. I've reached out to our support team and they will reach out to you shortly. We'll keep this thread open so you can update us.

Best,

Mel

[Jhonleanmel]

Hey there alepalermo,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[alepalermo]

Hi!
So, support never answered back 🙄, and the problem was still there on my last reply, BUT for the last couple of days, it's been working as expected. I changed nothing, network did not change, devices are still the same, and provider speed it's still the same. Something made it work correctly and now i have full speed on both router, and now normal latency, but it wasn't something I did, nor the environment changed.
Did a silent update roll out or something? I checked firmware version and it's running v1.63.327820 ( i can't find the release date on that on this forum), and I can't recall if it was the same version when the problem started.

Either way, I'm happy it's finally working correctly now, I'm just worried it may happen again sometime in the future, and I don't know how to fix it, I have to hope it fixes itself.

If you know or suspect anything that might have triggered the fix, please let me know. I'll keep investigating if something comes up.

[Jhonleanmel]

Hi alepalermo,

Thanks for getting back to us and we appreciate your patience.

Glad to hear that your issue is fixed. Your firmware is updated and it looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

Best, 
Mel