Slow NBN Internet connection over PPPoE

[tmszdmsk]

Hi, I use Google Nest Wifi Router that is connected to a NBN FTTC box. 

I have 50/20 plan but "testing internet speed" from both Google Home app and my laptop (over wifi) results in ~30 download/20 upload. I connected my laptop directly to the NBN FTTC box with PPPoE configured and I get advertised speed of 50/20. 

just a disclaimer: NBN is an broadband network in Australia.

[Shane1234 · Accepted solution]

I have the same problem with the good nest, it seems in the nest has a bug.. But I have managed to fix it by my ISP Exetel changing me to a static IP.

I'm on 100/40 and was only getting 40-50/36 after my ISP changed my IP to static it now gets 106/36. I found other users having the same issue on Whirlpoool forums and they suggested this.

[Shane1234]

Upon further searching, I would avoid any ISP that requires you connect via PPoE when you have a google nest and only use providers that have DHCP

[tmszdmsk]

I am exactly on Exetel! 

for others having the same problem: you can do it via Exetel admin panel. It’s called “opt out from Carrier Grade NAT” just pick you need static IP for gaming. 

[Jhonleanmel]

Hey folks,

Thanks for posting and for sharing what solved your issue ―  this helps the community a lot.

Also checking in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Best,

Mel

[Jhonleanmel]

Hey everyone,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[tmszdmsk]

Nah, don't need assistance. Just fix Google Nest Wifi to not cause problems like that. 

[Jhonleanmel]

Hey tmszdmsk, 

Awesome — glad to hear that and thanks for getting back to us. 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

[Princesss]

Hi everyone,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google Wifi and we'd be glad to assist you further.
 

Best,
Princess

[Shane1234]

Hi Mel what I suggested is not a fix, only a work around.

All Australian's with a Google nest suffer this issue and most don't know what the work around is..

Google need to fix the root cause so the nest functions properly with internet providers that use PPoE in Australia. It is a bug in the Google nest router software..

[Jhonleanmel]

Hi Shane1234,

Give these steps a try:
 

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
   Turn off IPv6.
4. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
5. Unplug the power from your Google Wifi devices for 2 minutes.
6. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Shane1234]

Hi Mel

You have just given me obvious level 1 support questions... None of these are an issue, went through all this already... My issue was resolved by the ISP giving me a static IP....

As stated, there is a bug in the google nest software for Australian ISP's that require you to connect via PPoE, if you perform some specific google searches, there are so many people with the issue in Australia.

This needs to be sent to the google development team to fix, it's not a 1st level support issue.

1. I do not have a modem, I have fibre into the house so only router needed.

2. Where it is positioned is fine! no issues....

3.Don't have any special characters

4. My DNS is already set to this...

4 & 6 had done all this obvious stuff

As I said it seems to resolve the issue when the ISP provides a Static address.

If you connect to an ISP that provides IPoE (DHCP) there are no issues what so ever, it works perfectly!

[Jhonleanmel]

Hi Shane1234,

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

[Jhonleanmel]

Hi Shane1234,

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[Jhonleanmel]

Hi Shane1234,

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

Best regards, 
Mel