Sudden performance drop

[Masyukun]

Within the last 3 days, all traffic on my Google Wifi router has dropped to ~1 Mbps. Multiple speed test sites from my laptop and phone were reporting 1 Mbps up and 1 Mbps down. I'm on an AT&T fiber connection with 1 Gbps up and 1 Gbps down. 

Google Wifi also is having slow performance between devices on the network -- I do remote desktop sharing from my Mac to my PC (too lazy to walk to the other room) and I've noticed lag.

It would have been easier to diagnose had Google Home not mysteriously DROPPED by Wifi settings. It won't let me see them, it won't let me re-add them. Google has really dropped the ball on their Google Home app and ecosystem. It used to be a no-brainer to use Google Home, with its enormous library of supported devices, but the inmates were clearly put in charge of the assignment 1-2 years ago over there.

After checking the AT&T router, which can also do Internet speed tests, I can see that there is no network issue with my ISP -- it's purely a Google Wifi issue. What changed? How do I fix this? I did a factory reset of all my mesh nodes previously to fix the Google Wifi issue of not detecting the mesh nodes and nothing improved. Will that help me now? Is my best bet to switch to another brand?

[electroman]

Masyukun 

I've pretty much have the same sentiments, since the app change from google home to google nest I've wasted more time diagnosing only to resolve that GN mesh is junk!

Calling support was a total waste of time, was told REmove nodes...then just Move the nodes around is their solution even after saying to them everything worked fine with google home.

When I first got GH at my router I have 87mb down on the furthest node 65-70mb.

Now I'm lucky to get 30-40mb and I've tried removing and moving nodes to no avail !

In short Google Nest trashed a good system.

Support here is even worse, coupe stupid replies and they lock the thread faster then a speeding bullet.

Sorry I can't help...as Tech savvy as I am !!

In short it's pathetic for a company like Google...that's at best!

The app is just a Cluster F*** developed by amateurs !

BTW how many node do you use, I have 6 .

hth

[EdwardT]

Hi folks,

Thanks for reaching out. I'm sorry to hear that your having issues with the speed of your Google Wifi. I'd love to know more about this and I have a few questions:

• What's the approximate home or lot area in square feet?
• Were there any recent changes on your network setup?
• How many devices actively use the internet at one time?
• Are you using a modem and router combo?

Looking forward to your response.

Thanks,

Edward

[electroman]

May I ask what your experience is?

[EdwardT]

Hi electroman,

Thanks for the response. I understand your frustration and I can see that you've already tried a lot of troubleshooting steps to resolve this. I'd just like to get a better understanding of what's happening so we can investigate further.

Thanks,

Edward

[electroman]

Again...May I ask what your experience is?

Again...I've pretty much have the same sentiments, since the app change from google home to google nest I've wasted more time diagnosing only to resolve that GN mesh is junk!

Here I'll answer your questions...

• What's the approximate home or lot area in square feet? 2500
• Were there any recent changes on your network setup? NO
• How many devices actively use the internet at one time? 2
• Are you using a modem and router combo? combo

[EdwardT]

Hi electroman,

Thanks for the response. You mentioned that you've already contacted our support team. Could you also share the case number of your interaction with our team so I could investigate further?

Thanks,

Edward

[Jeff]

Hi electroman,

I just wanted to jump in real fast to see if you saw Edward's latest reply and to see if you had that info. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[electroman]

Made two calls in the last year...one a month or so ago.

Don't remember getting a case number and looked for email for one.

They should have a bug tracker setup!

I jumped thru a lot of hoops with them only to make things worse!

I'm getting <30mbps off a 83mbps router.

IOW 83mbps router is what gMesh says...my laptop at the router 87.8mbps

When I first set it up >60mbps all the time at the end of the mesh.

You might say...well what changed...nothing until the last Tech call...I don't make changes until I'm convinced I need to...and none were made until a month ago.

Things got worse not better!

Move them further apart (bull**bleep**)...remove a node (more bull**bleep**)

What I do know is the app sucks and the node firmware probably does as well.

i.e.

Digital wellbeing ....WTF is that...has nothing to do with mesh!

Like buying a Locked Cell Phone...crap you don't need!

And of course the functionality of the mesh is less then stellar.

I bought Google Mesh...then bought erro mesh... wasn't very good...gM blew the doors of erro back then...now erro blows away gM!

Ok so here's whats funny...erro sucks because of other reasons that I won't get into here.

Well here's one...they are ending updates Sept 30 2022!

You spend 300 bucks on this **bleep** and they dump you like a bad date!

It's a fu*ked Up World we live in...

[Jhonleanmel]

Hey folks,

@Jeff, thanks for the helpful response.

@electroman, chiming in to ensure everything is good here and sorry for the delay. Were you able to get the Case ID when you reached to our support team?

Best,

Mel

[Jeff]

I'm sorry it's been so frustrating, electroman.

You mentioned that you were working with support but are unable to find your case ID, right? I can try and find that, but it should be in your email when the support process started up. See if you can find that once more and let me know if it's not in your email. 

Thanks,

Jeff

[Jhonleanmel]

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,
Mel

[Masyukun]

That's counterproductive to fixing the issue. The thread should stay open as long as the issue is open.

[Jhonleanmel]

Hi Masyukun,

Thanks for getting back to us. Have you had the chance to try the steps above? If so, how was it?

Thanks,

Mel

[Masyukun]

Is this an automatic response? Because as you can plainly see, there are no remediation steps within this thread. An unthinking response from customer service is worse than no response -- it's why some of us formerly loyal Google customers feel enraged with Google products and switch to other solutions.

I have a ticket open with Google Support, and they keep pinging me periodically telling me that they're still waiting for a resolution with the developers. I vote we keep this thread open until the issue has been resolved or becomes OBE with a new firmware version (post 14150.43.81).

[Jhonleanmel]

Hi Masyukun,

Thanks for getting back to us and sorry that this has been frustrating ― let's get this sorted out.

Give these steps a try:

1. 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.
2. Remove any special characters in your network name and password.
3. Set a custom DNS at 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.
4. Unplug the power from your Google Wifi devices for 2 minutes.
5. If the issue persists, try factory resetting your network.

Let us know how it goes.

Best,

Mel

[Masyukun]

No, that's pointless FAQ-filler for people who've never used Wi-Fi before.

I've already determined and proved to the customer service agent that it's a problem in the firmware -- likely a memory leak. It steadily slows over a period of a few days to a week, then has to be restarted, at which point it resumes full speed.

Skip ahead to the point where you don't blame the user, and recognize that it's an actual flaw in this firmware version -- then tell us whether a ticket has been created for this issue, which release it's slated for, and then notify us when the next firmware update is coming out (with or without the fix so we can re-evaluate whether the issue is still occurring).

[Jeff]

Hi Masyukun,

I wanted to update you real fast and let you know that a new firmware release is actually rolling out right now to WiFi devices. You won't need to do anything to get the update, it will download and install automatically when it's ready for your devices. I'm still waiting to receive the firmware version number and release notes, but I'll share them when I have them. Let me know if you have any questions about the update.

Thanks,

Jeff

[Masyukun]

Thanks for the info, Jeff.

I'll check in on the firmware versions every day for the next couple weeks in anticipation!

[Jhonleanmel]

Hey folks,

@Jeff, thanks for the help here.

@Masyukun, checking back in should you still have some questions here. Let us know by replying to this thread.

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

[Masyukun]

Yes, Mel. Let us know when the new firmware version is rolled out. I still don't see a new version on my devices.

[Jhonleanmel]

Hi Masyukun,

The software update is rolling out now. It goes out in waves to devices and everyone will have it within the next 1-2 weeks. It really could land any day and you won't need to do anything to receive the update, it will download and install automatically for you. If you have other questions, let me know.

Thanks,
Mel

[Jhonleanmel]

Hi Masyukun,

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.

Best,
Mel

[Masyukun]

Mel,

Still waiting...

[Jhonleanmel]

Hi Masyukun,

The firmware update versions are listed below:

• Google Wifi: 14150.376.32
• Nest Wifi router: 14150.376.32
• Google Wifi (2nd gen): 14150.376.32
• Nest Wifi point: 1.56.315675

Please let me know if your device has received the update. If so, is your network still experiencing drops?

Thanks,
Mel

[Jhonleanmel]

Hi Masyukun,

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

[Princesss]

Hi there,

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

[Masyukun]

My Google Wifi routers have updated their firmware to Software version 14150.376.32 -- hopefully the issue is resolved somehow in this version. Watching to see if it's resolved..... 

[Princesss]

Hi Masyukun,

Thanks for updating us. We'll keep this thread open for few more days so you can monitor its behavior. Feel free to chime in if you notice any changes.

Best,

Princess

[Masyukun]

Sounds good. So far, so good. I haven't noticed any linear drop off yet.

[electroman]

What is the big hurry to lock the thread?

[Princesss]

Hi everyone, 

Thanks for responding.

@Masyukun, it's good to know that it's working flawlessly so far.

@electroman, we apologize if threads will be closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

Best,

Princess

[electroman]

I guess fixing a problem isn't relevant as lets say cleaning house!

Wow...

Makes no rational sense...since ppl down the road might need to add something.

Like for example...the REAL SOLUTION !

I'm involved with tech forums for 20+ years and we don't lock threads...now all of a sudden there is a GOOGLE need to lock threads.

Sorry I just don't see the need to lock threads.

Since there has been no understand or more or less a solution I guess the best you all can do is make me jump thru hoops until you lock the thread.

Please Lock it...make yourselves happy!

Wow...

Maybe you might consider a real job!

BTW I'm locking myself out now! BYE

[Princesss]

Hi electroman,

We truly value your feedback and we want to make it up to you by filling out this form so we can contact you privately. Let us know once you're done so we can check.

Best,

Princess

[Princesss]

Hi electroman,

Chiming in-- have you had the chance to fill out the form?

Best,

Princess

[Jhonleanmel]

Hi everyone,

@electroman, I wanted to follow up and see if you are still in need of any help. If so, please fill out the form so we can help you further.

Best,
Mel

[Jhonleanmel]

Hi folks,

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,
Mel