The ping times go crazy when the remote points are powered on

[simonhogg911]

I'm running a Google Nest H2D with 4 wireless access points.

When I run just the router the continuous ping results to my laptop running a wireless connection are 9-16ms with no time outs.

When I turn on just one of the wireless access points the continuous ping test shows the response time is between 11ms and 3950ms.

It sems to be a case that there is a short response 17ms followed by a long response 1-2-3 thousand then a short then a long response time.

I've factory reset the system which fixed the issue for a short moment before the problem returned.

I;ve tried everything to fix it.  Worked with my IT company and Aussie Broadband the ISP and nothing seems to be able to fix it.  Weirdly the system was running great till a few months ago.

Could really use some help.   I'm out of ideas.

[Rusell]

Hi Ezhawk,

Thank you for your response. I understand that there are dramatic ping times as soon as the remote points are powered up, and I apologize for any inconvenience caused. I'm happy to help you!
To help me find the best solution, I'll need to ask you a few questions:

• Are you pinging the WAN IP from a device outside the WAN when you notice packet loss on your network?
• Has anything changed on your network since you started experiencing this inconvenience?
• Are you using Windows or Mac?

In the meantime, please follow these steps: 

• Perform a 2-minute power cycle
  • Disconnect the modem from its power source.
    
  • Unplug the Ethernet cable and power cord from the parent point.
    
  • Remove the power cord from the child point.
    
  • Leave everything unplugged for 2 minutes.
    
  • Connect the power cable to the modem and allow the modem to fully turn on before proceeding.​ This process can take up to a minute.
  • Connect the power cable to the child point(s).
    

Keep me posted.

Best regards,

Rusell. 

[simonhogg911]

Thanks for the reply.  in answer to your questions.

- I was pinging 8.8.8.8 continuously.  It was fine when just the router was on.  But as soon as I turned any of the access points on it did as described above.

- I was having some connectivity issues between the wifi and my phone, then my son reported the same.  I decided to add another couple of access points to try and improve coverage in the house.  Having done some trouble shooting, whether the access point was one of the original ones, or one of the new ones, as soon as it was turned on the issue was the same.  Nothing else has changed.

- I'm using a windws machine for the ping test.  But there are a number of macbooks used in the house along with iphones.

In relation to your suggested trouble shooting I've done that multiple times with the same result.

Can I ask if there has been a firmware update to these devices in the past few months?  I know this is something that I can't control at my end, but from some reading I've done, this seems to keep coming up.  Is there any way to roll back to an older firmware?

Thanks

Simon

[Rusell]

Hi Simonhogg911,

Thank you for your response. I appreciated all the information you shared, regarding your question. there isn't an option to back the older firmware and Nest devices update over time.

• Run the following tests in order to identify packet loss
• This is for Window
  • Search for cmd
  • Enter: ping -n 50 <service that experiences packet loss> and press Enter.
  • Once ping is done, take a screenshot of packets sent, packets received, and packet loss percentage.
  • Attach the screenshot of the result 

Keep me posted.

Best regards,

Rusell.

[simonhogg911]

Ping no external wifi points

Ping 3 external wifi points

First photo is no extra wifi points.  The second is with 3 external wifi points.  

The jump around in ping time seems to have fixed itself.  But gone from 1% to 6% packet loss.

[simonhogg911]

Restarted the routers this morning and all was running well.  Then out of nowhere the pings started going short then long again.Short then long ping times out of nowhere.

[Rusell]

Hi Simonhogg911,

Thank you for the update. I appreciate the details that you shared, but for now, we still need to move forward. Therefore the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Be sure to submit the following relevant information:

• Community Thread
• Community Username
• Email address

Keep me posted.

Best regards,

Rusell.