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Why Does Google Refuse To Fix Cloud Services Impacting Nest Wifi?

iamcambi
Community Member

Tested this out over the course of four months. It seems that whenever I enable the Google Cloud Services, my speeds are very erratic with Verizon FiOS.

One day it'd work okay, then the next day the speed will be all over the place. Once I turned off all Google Cloud service features, ironically my speeds were stable again.

Google Assistant is fast throughout the house now. 4K plays instantly on YouTube without a loading bar. PS5 downloads an 8 GB game in under a minute.

Haven't had to look at or touch the WiFi settings for days.

How exactly are the cloud services are messing up a home network? Seems like something Google should work out with their code honestly.

You won't admit it's a bug when it clearly is on YOUR end. For a $300 router, this is ridiculous it doesn't work properly as advertised.

39 REPLIES 39

iamcambi
Community Member

Note: The reason I say "refuse" is because I've seen HUNDREDS of posts on both here AND Reddit, being told by a customer rep to toggle cloud services on and off. A decent software dev knows that's NOT a fix. That's a workaround.

Where is the FIX?

Jeff
Community Specialist
Community Specialist

Hi, iamcambi.

Sorry for the frustration you're having with the network performance. I understand how frustrating it can be to have up and down results like that.

So you are right. There is an issue and it's something we are actively working on. The cloud services toggle was found to work as a workaround, but we don't consider it a permanent solution or fix, either. There's a new firmware rolling out now that will continue to improve the Nest WiFi service, but we're still looking into more substantial fixes for theses sorts of issues.

We're currently gathering input from people who are affected, and I'll be passing your experience on to our internal teams as well. Also, you can always send feedback to our teams directly through the Home app. I'll share that process below.

  1. Open the Google Home app Google Home app.
  2. At the top right, tap your account.
  3. Tap Feedback and then tap the type of device you'd like to submit feedback for.
  4. To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  5. In the feedback summary, write a brief description of your issue.
  6. Be sure to check the box for Screenshot and System logs.
  7. To submit feedback, at the top right corner, tap Send .

Note that you have the option to include system logs. This gives our development teams insight into what is happening with your network during these fluctuations and interruptions. Thanks for sharing your account of how you've been affected. Hopefully I'll be able to share some news soon about a fix.

Thanks.

iamcambi
Community Member

Thank you so much for replying to my initial post. I've gone ahead and posted feedback trough the Google Home app.

The reason why I'm so frustrated about this, is mainly that the other features that are standard for a router are locked behind the cloud services. It shouldn't be that way at all in order to have stable speeds and all the normal routing features on a $300 device. I'd love to be able to recommend this device to other people for home networking, but in its current state that would be ill-advised. (I say this as a software engineer myself)

Jeff
Community Specialist
Community Specialist

Hi, iamcabi.

Yes, the frustration you're feeling is definitely justified. Thanks for sending those logs in for us. We'll keep things updated as we know more.

Jeff
Community Specialist
Community Specialist

Hey, iamcambi.

I'm just checking in to see if anything has improved on your end. This is still something we're looking at internally and I will share more as soon as I can. I just wanted to touch base to see if anything had changed for you along the way.

Thanks.

iamcambi
Community Member

Hey Jeff,

I was having some trouble with my S20 Ultra 5G for the Wi-Fi, but it occurred while it wasn't connected to the Nest Cloud services. 

A factory reset of each Nest Point seemed to have resolved the issue. (Have 2 points total)

When I set up both Nest Points again, I enabled Cloud Services this time. Everything seems to be stable for now, but give me a few days and I will let you know for sure.

 

I did notice that the Devices list loads without issue now and doesn't say "Something Went Wrong" constantly.

(Not sure if this was a fix on the backend at all, but kudos to whoever fixed it if it was)

Jeff
Community Specialist
Community Specialist

Thanks for the update, iamcambi.

It's been a few more days. I just wanted to see if you were still running without any issues. Let me know if you have any problems.

Thanks!

iamcambi
Community Member

Hey Jeff,

Honestly, it's been rather stable for now with the Nest Cloud Services turned on. Did you guys push a change on the backend at all? 

The only issue I have is that I still see the "Something went wrong." on the Devices card section of the Wifi Network info in the Google Home app when waking the phone up from sleep, or moving from one card section in the Wifi portion of the Google Home app and back. But that's a separate issue alone. 

As far as my network speeds go, things are relatively stable. If you guys changed something in the past few weeks, then good job. (seriously)

I just encountered an issue today. Was working from home and had to leave for lunch.

I get back from lunch, and the whole network is non-responsive even though it's saying it's up.

Yet again, turning off all Nest Cloud Services completely (not re-enabling it until there's an actual fix) and rebooting the network seems to have fixed the issue.

Jeff
Community Specialist
Community Specialist

Hey, iamcambi.

Thanks for keeping us updated on your status. Sorry that it's still been a bumpy ride. This is something we're seeing with other customers as well and I'm hoping to be able to share news of a specific fix or update soon.

Thanks.

BostonTex
Community Member

I found forum and topic as I was searching for an answer to this exact problem with my Nest wifi dropping to about a third of the speed of my main router. Both times a factory reset has resolved it, but it will eventually happen again. How do I make sure this cloud services is off, and when can we expect a permanent fix for this?

thanks

Jeff
Community Specialist
Community Specialist

Hey, BostonTex.

Sorry you're having the same issues. I know it's frustrating. This is still something that internal teams are working on and trying to find a fix for. Right now I don't have any time frames for a fix, but it is an issue I'm still following and hoping to see resolved soon.

Thanks.

BostonTex
Community Member

thank you Jeff. I'm not so sure disabling cloud services even works as a temporary fix. can you confirm that one way or the other?

Jeff
Community Specialist
Community Specialist

Hey, BostonTex.

The Cloud Services suggestion is not a guaranteed fix, but it has cleared up the issue for others. It's worth giving it a try.

Thanks

Jeff
Community Specialist
Community Specialist

Hi, BostonTex.

Just a quick check in to see if the Cloud Services reset was able to work for you. If so, let me know.

Thanks.

BostonTex
Community Member

Hi Jeff - thanks for checking in. Cloud services doesn't seem to make a difference one way or the other. I opened a ticket with the Nest support and they were able to see that my ISP router wasn't in bridge mode.

Once that change was made, I reset the Nest to factory default and setup my "home" again and the speed improved for a while. However this morning I'm back in the same predicament - Nest speed is about 1/5 of what I get if I connect directly to my ISP router
At this point I will most likely have to purchase a different system if this can't be resolved
I shouldn't have to keep doing this factory reset over and over, but please do keep me 
posted if you hear of a permanent fix
 
thanks, Tom

Just to add to what BostonTex stated, turning off Cloud Services helped me with some of the issues I was having with my internet speeds at one point. However, now I'm getting constant times where the network will go down overnight and I have to do a reboot to get it working again. (Over 3 reboots within this week alone)

I believe a factory reset only resolves the problem for a certain amount of time before the same issues pop up.

I've actually already ordered a new mesh router system from TP-Link at this point, as I WFH and can't afford to have so many disconnect issues during the work week.

Please keep us posted though Jeff, if you and your team discover a permanent fix for this.

Jeff
Community Specialist
Community Specialist

Thanks for the update, iamcambi.

Obviously fixes are better than workarounds, for sure, but for now I'm glad you've found a workable solution for now. I'll definitely share news of a permanent fix when we have one.

Thanks.

please let me know how you like the TP Link system once you get it setup

 

thx, Tom

Hey BostonTex, just wanted to let you know that the TP-Link Deco system I got (x90) is great. No disconnects in the span of three days like the Google Nest Router. I haven't encountered any lost frames or packets at all while watching 2 Netflix movies and TV shows on various apps either.

Gaming is great on it, no random disconnects or errors in Halo like I had with the Nest Wifi system. Best of all, their cloud api system for adjusting the Wi-Fi channel / signal works flawlessly. My SO's laptop is getting almost 2.5 Gbps on their Surface Laptop 3 now.  Work laptop is about 1.7 Gbps compared to the 500 I was getting with Nest Wifi. (Both are Wi-Fi 6 capable devices)

thank you iamcambi, I will check that out. I have to do something. very disappointed with the google nest. it's not that old at all, and why they can't fix it is mind boggling. perhaps they just don't want to! 

No problem BostonTex, currently casting some music to the Google Home speaker without any drop outs for about 30 mins, and I haven't had to touch the WiFi Router for a connection issue since the first week I initially got it all setup. (SO hasn't complained about the internet speed at all either in the past month)

A heads up, if you combine it with NextDNS service (make an account and follow the instructions on their website) on your new router, you can block ads across your whole network and speed up your speed at the same time.

Jeff
Community Specialist
Community Specialist

Hey, all.
It's been a while since the last check in. I can see lots of discussion of other options or workarounds. Hopefully with whatever path you go it works out for you. For those still waiting for a fix, have you seen any changes in your situation at all? If so, please let us know.

Thanks.

BostonTex
Community Member

Hi Jeff - I still have an active ticket open with google nest support, so I'm holding off purchasing the TP link system for now but if google can't fix it, I will have no choice

 

thanks, Tom

Hi iamcambi - I see the x90 is a two piece system. does it give you adequate coverage? I was looking at the x20 because it's a 3 pack system and I need coverage in my detached garage so like the Nest I would put one in there, but if the x90 will get me there maybe that's the way to go. I am in a very rural area with max 25 Mbs so I need a system that will give me every bit of what my ISP delivers 

Sorry, just now seeing this. For me, the x90 gives me more coverage than my Google Nest Wifi ever did. I can still access the WiFi now a bit outside of my door. (High-rise apartment here)

I have Verizon FiOS 1000 Up / 1000 Down and I can get over that sometimes on a good day with the TP-Link while using a Wi-Fi 6 device. (Never could with the Google Wifi System)

Jeff
Community Specialist
Community Specialist

Hey, everyone.
It looks like we've slowed down here again. We'll be closing up the thread unless anyone else has any input or needs anything else. If so, just let me know and we can keep this open a bit longer. I know many people have picked different routes for their WiFi systems, and that's ok. I would be happy to help others who are still looking for help on their Nest or Google WiFi setups.
Thanks.

Jeff,

Sincere question- have there been any solutions offered beyond "Factory reset and/or reboot daily" that have impacted meaningful change?

Not trying to troll here- just sincerely curious if there are any meaningful solutions present or if accepting massive customer churn is the accepted outcome.

Jeff
Community Specialist
Community Specialist

Hi, jmorganthall.

Yes, more has been done, but it turns out that the reset process is the most common fix. Obviously none of us expect users to reboot their routers daily as that's quite an invasive approach to network maintenance. For some users, it's a pretty specific fix, and those are often worked out as they dive deeper into the causes and fixes with support or through interactions on the forum with others who have the same problem. I know hearing similar answers being offered up sounds like a blanket fix, but it's pretty common that those resets fix a wide variety of issues.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

I just wanted to jump in with a quick update. We have a new firmware release coming out now and it will roll out to your devices automatically. Hopefully this proves to clear up the issues we're seeing in this thread, so keep an eye out for that and let me know if you see any changes. If you have questions about any of this, just let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

In the meantime, while we wait for the firmware to show up, can I get a check in from those who are still looking for some support on this here? If you're still trying to get this sorted, please let me know.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

This is just one more check it to see if we still have anyone engaged in the thread. I know we're waiting on the new firmware release, but I want to make sure the thread is still alive. If you're still looking for input here, just let me know.

Thanks.

I wish I could try that but I have NEVER been able to turn NCS off. I constantly get "unable to save settings" or "can't connect to the network". But the app can access all my lights and stuff. And it always fails the speed test even though the internet is working properly. Very frustrating.

"unable to save settings"

This is exactly what I get.  Absolutely infuriating.  

I have full, speedy internet, but I have zero control over my internal network.  Absurd.

BostonTex
Community Member

Jeff, or anyone - I just had to do a factory reset again to get the Nest wifi speed back to normal. Seems I have to do this once or twice a month and it's quite frustrating. Can you please escalate this issue and find out what/when the fix will be? thank you

jmorganthall
Community Member

I'd like to add my name to the list of folks who have simply abandoned their Nest Wifi products as a result of this ongoing issue. We had a great year of solid performance with our Nest wifi system but the last several months have been miserable.

 

After being asked to reboot or factory reset with every issue, it's become clear the Nest wifi is simply not meant for primetime- especially in the world of work from home which has turned us all into SOHO environments.

 

 

Steve_in_SF
Community Member

Fixed my crashes (for now).  I was about to buy an entire new system from alternate vendor when I gave it one more attempt.  My config was Comcast Xfinity router in bridge mode, then Google Nest router to a switch plus 3 nest points wifi and 2 older google wifi and 1 older google wifi using ethernet backhaul.  After full factory reset of everything I only plugged in the minimum for my use (1 nest, 1 older google wifi, 1 older google wifi on ethernet) and yet everything crashed right away numerous times i.e., problem was still there.  Then I recalled reading that Sonos may be partially to blame.  My sonos system had both older 5's and ZP80's which only work on the Sonos1 app as well as many newer Sonos (beam, three Play 5, and one 2nd gen sub). The Beam was hardwired/ethernet cable. Once I unplugged the ethernet cable from Beam so that all Sonos were using Wifi only all my crashes disappeared.  It seems that after 3 days things are still stable.  So, if you have Sonos music system just try using all speakers with wifi direct instead of any ethernet cable connections and see if this resolved your crashes.  Good luck, I will report back if there are more crashes.  

BostonTex
Community Member

I gave up. Bought the TP Link system and haven't had a problem since

Since my last post, on top of buying the Deco x90, I got a TP-Link Gigabit Powerline Adapter set for work to take some of the bandwidth off my Wi-Fi. (huge files I work with) No problems out of ANY of my devices since I switched everything over. (Even the Chromecast with Google TV devices are a bit faster now)