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Slow wifi

Arunbpt7
Community Member

Support Case ID Case ID 7-############2060
I upgraded to 1GIG internet plan and the speed is about 850 to 900  mbps from Modem or nest wifi or router with wired connection to laptop. Google home app speed test also reaching to the same speed. But wifi connection is degrading the speed and connect up to 400mpbs even less than a feet away from the router which is absolutely abnormal.
I opened above support ticket with google and the first level could not find anything and I told that case was escalated to specialist and asked to wait until get a response from them. They are not providing any ETA for this. 

One  of the pathetic  technical support and always provide readymade answers.

Any idea how do we escalate this to the higher management??

Does nest wifi not capable of provide 1Gig???

14 REPLIES 14

Arunbpt7
Community Member

 

Arunbpt7_0-1643675666254.png

 

Arunbpt7
Community Member

Case ID [7-2 5 7 1 0 0 0 0 3 2 0 6 0]

Arunbpt7
Community Member
Again today I spent 1 hour 8 minutes with a customer support executive ( ohh my god one of the most worst experience) , he was trying to gave false information and more in to argument conversation. As per him Nest Wi-Fi will generally allocate reasonable speed to device when we do speed test and when device start  to download  files / data router will allocate the maximum speed.
 
I tested the same by downloading 1 TB file from internet and  tested the speed test. As per him the speed test should give me max speed ( in my case the plan speed is 1gb and at least speed test show show 80% of that) . But unfortunately there were no differences in speed test. It was between 230 to 500 mbps with multiple tests.
 
So his theory was wrong and false. He was very rude and try to false with me . Google should have technically sound people in their customer support team. Really sad and bad experience.
My point is why the google router doesn’t give 80% speed of the isp plan. 
It’s been more than 5 days and still I haven’t got any proper  response and resolution.

Jeff
Community Specialist
Community Specialist

Hi, Arunbpt7.

Sorry for the frustrating experience you have had with all this and for the bumpy interaction with support. It's been a while since you posted, but I don't want to leave this without addressing things. Are you still seeing the same issues, or were you eventually able to work it out with support? Where do things stand as of right now? Let me know where you're at on this and I'll be happy to pick things up and start helping.

Thanks.

Arunbpt7
Community Member

Thanks @Jeff , the issue is not fix , I received a replacement router from google but it seems the issues is still persist.

google nest wifi is not providing 1gig internet over wifi devices. Even the router has only one device connected , the speed test shows less than 500mbps . Can you help me with that 

Jeff
Community Specialist
Community Specialist

Hi, Arunbpt7.

Before I jump in, have you notified support that you received the new device and that the results are the same? They might want to run some more diagnostics with you and compare them to your previous device. I will be happy to step in and help out as well, just let me know how support chooses to handle it once you notify them.

Thanks.

Arunbpt7
Community Member

@Jeff , yes I updated  the support and ran diagnostics as requested 2 weeks ago. But there after no response back from them

 

Jeff
Community Specialist
Community Specialist

Thanks for letting me know, Arunbpt7.

I'll see what I can find out from support on your situation. Thanks for sharing that case ID earlier. I'll report back when I know more.

Jeff
Community Specialist
Community Specialist

Hey, Arunbpt7.
As an update for you, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Jeff
Community Specialist
Community Specialist

Hey, Arunbpt7.
Just to give you some more info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

Jeff
Community Specialist
Community Specialist

Hi, Arunbpt7.

I know we've been waiting for the update but it's been a while since we had any activity here. I just wanted to follow up and see if you were still having the same issues, if you have received the update, and to see if you still need some help. 

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

Arunbpt7
Community Member

@Jeff  sorry  for the late response . The support from google nest team was worst and did not find anything helpful and progressive. I returned the router to Best Buy as I had the extended warranty protection plan through the purchase. 

How ever I purchased Netgear Orbi mesh router which is exactly deliver what I was looking for .

Thanks for the follow and really appreciated 

Jeff
Community Specialist
Community Specialist

Sorry to hear that we weren't able to help you out, Arunbpt7. Hopefully the new solution works out well for you. If you need anything else in the future, please feel free to open up a new discussion. For now, I'll go ahead and close up the thread.

Thanks.