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WiFi Pro 6e Wireless Ethernet Backhaul

jvm33
Community Member

I have 6 Nest WiFi Pro 6e Wifi points connected via Ethernet.

If I have Google Nest Cloud Services turned on, all is as expected and the Google Home app reports that each of the devices has a wired connection.

If, however, Cloud Services is turned on, then the wired connection does not work and they only connect wirelessly. This makes no sense.

How does one best communicate a bug like this to Google so that the developers can fix this?

12 REPLIES 12

olavrb
Platinum Product Expert
Platinum Product Expert

In what scenario is Google Nest cloud services turned off?


I don't work for Google.

jvm33
Community Member

For clarity, I'm not referring to *all* Google cloud services. This is a specific privacy setting found on the network interface for the Google Nest WiFi Pro 6e for a service that analyzes your network data. 

You select it under "Privacy Settings" here:

https://share.icloud.com/photos/0eeHXetHlAo_qVReVoD7Tbzyw 

And can then turn it off here:

https://share.icloud.com/photos/09cSkTmAXOc7Vpb7-IIudFDEQ

 

olavrb
Platinum Product Expert
Platinum Product Expert

Yes, but you wrote that it was on in both scenarios. So, in what scenario was it turned off?


I don't work for Google.

jvm33
Community Member

Sorry if I was unclear.

Scenario 1: All 6 WiFi points are connected to Ethernet. The cloud services is turned on. All 6 show they are connected to ethernet for the mesh interconnection backhaul.

Scenario 2: All 6 WiFi points are connected to Ethernet. The cloud services is turned off. All 6 show they are now using wireless for the mesh interconnection backhaul even though all 6 are still connected to ethernet.

 

I'm saying Scenario 2 shouldn't happen and that once connected via ethernet, it should always be usable for backhaul regardless of whether cloud services are on or off. There seems to be no reason to tie these two unrelated things together.

olavrb
Platinum Product Expert
Platinum Product Expert

Got it. I agree. I'll escalate the thread.


I don't work for Google.

jvm33
Community Member

Thank you.

Dan_A
Community Specialist
Community Specialist

Hi jvm33,

 

That certainly isn’t the experience we want you to have. Let’s take a deeper look at this. Could you tell us the topology of your devices, starting with your modem? What's the make and model of your modem/router? Is it a modem/router combo?

 

Looking forward to your response.

 

We appreciate your help,  olavrb!

 

Best,

Dan

jvm33
Community Member

The topology is simple and conventional. No unusual port settings, DHCP settings, or anything "advanced" like that.

Further details:

I have AT&T Fiber service, which uses an Arris BGW210-700 Fiber Modem / Router.

The only device connected to the Arris BGB210 is the first Google Nest Wifi Pro 6e which acts as the router for the rest of the devices on my network.

That first Nest WiFi Pro 6e, and the remaining 5 other WiFi Pro 6Es are then connected to a conventional unmanaged Ethernet switch for backhaul purposes. This Ethernet switch is a 24 port Ethernet switch, where 6 ports are occupied via the WiFi Pro 6e backhaul ethernet connections. The remaining ports are used by other ethernet devices which allows them to communicate with the "router" WiFi Pro 6e node for address assignment and routing as would be expected.

It all seems to work perfectly well with cloud services on. The only issue is the reporting of "wireless" backhaul when the cloud services are off.  I'm not even sure if it really is doing a "wireless" backhaul. The reason I say that I am unsure if it really is a wireless backhaul is that, if I disconnect Ethernet and do a mesh test, the test reports different strength interconnections (as would be expected, given different distances, etc.). But if I leave the Ethernet connected, and turn off cloud services, even though it says wireless interconnection is being used between the nodes, the mesh test still shows each node as having a "green" (excellent) interconnection. 

 

So, a first suspicion is that maybe the Google Home App on iOS reports a "wireless" interconnection is in use whenever cloud services is off even if "ethernet" is still connected and used.

This seems like something that would be pretty easy for Google to verify with a few of these access points and a basic ethernet switch.

Thanks!

 

Dan_A
Community Specialist
Community Specialist

Hello there,

 

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

 

Thanks,

Dan

Dan_A
Community Specialist
Community Specialist

Hello again,

 

We haven't received your form. Have you had a chance to fill it out?

 

Kind regards,

Dan

jvm33
Community Member

I have now filled out the form.

Alex_S
Community Specialist
Community Specialist

Hi there,

 

We got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.


Warmly,
Alex