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Wired / Wireless Upload speeds capped at 100mbps? ATT Fiber

sliderkb2
Community Member

I have gigabit internet through att fiber and just bought a google nest wifi 2 pack a week ago. Setup was a breeze and everything looked good until I noticed my upload speeds were capped at 100mbps on every device behind the nest. Google advised a replacement so I did just that. Everything looked perfect for a day - i was getting expected speeds for wired at 800mbps and wireless was around 300 - 400mbps up and down. I check today - same issue as before where all devices are getting great download speeds but capped at 100mbps upload. I found out, however, that if I select a device as priority in google home, that device now works as I expect. Its like the nest is throttling every device in my network for some reason unless i say otherwise. The priority settings fixes both wired and wireless settings. Im pretty sure the problem must be on the Google side since that change fixes the issue. If I could prioritize all devices 24 hours a day, I would be happy with that workaround 🙂

For reference the setup is

ATT ONT --- ATT Router (bypass mode) --- Google Wifi

Wifi has been disabled on the ATT router and that router is now simply forwarding all traffic to the google nest. I put in a ticket with google who requested I put the router in bypass mode and force DNS to 8.8.8.8 and 8.8.4.4, These changes made no difference. They then requested logs and are reviewing the files I sent them via the home app and will get back to me. During testing, they told me not to prioritize a device but thats the only way things work as they should. Im seriously considering returning the nest wifi but wanted to hear if anyone else had issues like this. Again, two different nest routers having the exact same issue. 

I put in a ticket with ATT who said there should be nothing on their end throttling the traffic. If I plug my computer into the same att router port as the google wifi (move the nest off the port, then replace with my computer), the computer links up at a gig and the speeds look fine. 

832 REPLIES 832

DJDJ
Community Member

Headache personified. Loved 7 years with the original wifis, but a hellish experience with nest versions.

Horrible. Can't have a 5 minute conversation without stutter, drops, breaks.

There are more ways, Google, you can bring misery. Just not this one.

JAmante
Community Member

My google Wi-Fi keeps dropping connections to various devices repeatedly. This started in July 2021, seemed to go away or occur less frequently until no,  late September 2021.

I reset the modem and all of our devices multiple times. I called our ISP provider and they checked connection and found no issues. I even upped my speed but that hasn’t helped (not surprised that wasn’t the issue).

 

I found blog post from the other Google community but could not find one in this new Google nest community so I posted this. Hopefully Google fixes this soon, I purchased these to have better Internet not worse.

Has anyone been able to find a fix for this?

Ashepherdson
Platinum Product Expert
Platinum Product Expert

its hard to find the sweet spot for mesh systems.  I found with the Google wifi in my three story home no issues, but I did have to tweak the locations of the points for max coverage and signal.  Have you run a mesh test to ensure a great connection to each node?  Is it the same devices dropping ? Have you tried relocating devices or nodes ? 

Thanks for the help. I have four nodes, one in the basement, one on the main floor, and two on the second floor. All are hard wired back to the node acting as the router. With google WiFi I could hard wire all of them. The devices dropping are right next to one of the access points as well as in the same room and in other rooms. 

We have not had issues for at least 1.5 years before these issues popped up. 

Jeff
Community Specialist
Community Specialist

Hey, everyone. This is actually an ongoing issue and we have a thread right now where this is being discussed. I'm going to merge these posts into that thread. Please feel free to continue sharing your experience there as our internal teams are working on this and watching things.

Thanks.

sliderkb2
Community Member

Hi @Jeff I have a support case open which Im being told that there might be some "incompatability" with my network. I feel support is lacking here and would love someone to give some visibility to this case. Case [2-5246000031810]. Here what an email I just got this morning after having this case open since September 13th

We will offer another replacement provided that your device is still within warranty and purchased from an authorized retailer. 

If the replacement Google Nest Wifi Router still shows the same behavior, the issue might be related to your ISP or compatibility.

After all of the tests I have done how can support possibly point the finger at my network. If I prioritize a device within the Nest Wifi, speeds are fine. If I bypass Nest Wifi, speeds are fine. Speed test from my ATT modem are fine. the only problem I have is when connecting to the Nest Wifi.

Now I appreciate you helping out here and Im sure there are a lot of angry customers but your customer facing support team just sucks and doesn't help do your job. Please do what can to get eyes on this case.

Jeff
Community Specialist
Community Specialist

Hi, everyone.

I appreciate everyone who has continued to update their situation and to stick around and contribute to the growing thread. We've still got teams looking into this. Some bugs are a quick fix, others can take some extra time.

@sliderkb2, there must be more we can do and I'll keep pressing on the issue.

Thanks again, everyone.

ywang
Community Member

Hey Jeff, is there any update on this issue? I am currently experiencing the same issue. I requested google customer service from Nest website but it is not helpful at all.

Jeff
Community Specialist
Community Specialist

Hi, Kd9374560.

Thanks for adding to the thread with your experience. Sorry that you're finding yourself in the same boat with the speed issues. If you haven't yet, could you share feedback directly to our team. I'll share that process again here.

 

Step 1. Turn on device reports

  1. Make sure your mobile device or tablet is connected to the same Wi-Fi or linked to the same account as your Chromecast, or speaker or display.
  2. Open the Google Home app Google Home app.
  3. Select the device you want to share feedback about.
  4. At the top right corner of the screen, tap Settings   Recognition & sharing.
  5. Turn on Send [device model] device usage and crash reports to Google. (Example: Send Google Home device usage and crash reports to Google.)

Step 2. Share your feedback

  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 .

I'll keep things updated as I learn more. Thanks.

Kd93745960
Community Member

Done. But when will the issue be resolved. I don't want to spend another $100 ona device bc Google broke their own device.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

Just as a general update, there are some deeper steps being taken internally and I know they're working with some of you a bit closer to help sort out the problem. For those that are here, we'll keep the updates coming as we have them, but things are definitely moving along.

Thanks.

jborchel
Community Member

Is there any way to let us know some more detail. I was planning on de-installing my Google Nest Wi-Fi this morning and putting my original Google Wi-Fi back up, as I didn't have the problem with that mesh. This de-install/re-install is a technical challenge for me and I don't want to end up in the Help line for an hour or two trying to fix my mistakes. 

Are there any further updates on this?  It is still an issue, and obviously a problem with the Nest because I can solve it by unplugging the satellite routers.

What do you mean ? If you keep the main route only to generate the wifi, the wifi does not drop anymore?

Any update Jeff? I recently bought and having same issue.

 

 Thanks 

 

How recently did you buy it? They aren’t going to fix this. Best to try and return it and buy a system that works and has ACTUAL support. 

juani7896
Community Member

Having the same issues with my system 

Lando1
Community Member

I have four pucks in house with 1 gig service. I have to restart system daily because of connection issue. Most of my family use their phone hotspots because of inconsistent wifi. I have checked modern, cables, & have added a power station (uninterrupted power) at source of modern & nest hub.  Nothing has worked. Wifi interruption continues. Very frustrated.

What’s the latest? I’m paying for 1gig internet (fiber to my house from FIOS) but won’t get more than 100kb leaving the nest router. 

This is a known & unsolved issue from a year ago! The solution is to return it and get Amazon EERO, TPLink Deco, or Asus Zen WiFi as these appear to work best by users in this thread. 

 

Weirdly enough for the span of eight days my router went back to working properly without me doing anything and then went back to not working probably early without me doing anything either

Jeff
Community Specialist
Community Specialist

Hey, jborchel.

Right now, as it's an emerging issue that we're investigating, it's really hard to share specifics until we know more. I personally have a Nest WiFi and Google WiFi hybrid setup. When I first added the Nest WiFi points to the network, I had a little odd stuff to work out, but through resetting some points (including the Google WiFi points) and my individual devices, I have everything working even better than ever.

I know my situation differs from your own and it's a lot of work to do multiple resets and setups, so I understand you not wanting to go that route if you've already tried it once. Hopefully a known fix will be available real soon.

Thanks.

jborchel
Community Member

Jeff,

 

Thanks for the info. I am currently using a mixed setup of older and newer. Could I run parallel old and new mesh networks by running the Ethernet cable from the modem into my Netgear switch and then two Ethernet cables out, one to each designated host; one for the new Nest Wi-Fi and one for my old Wi-Fi? That way I could test for my dropouts by connecting my radio to the old Wi-Fi network. If it works then it would verify that the new Nest Wi-Fi is causing the problem, as this thread seems to insinuate.

So my basic question is: Can I run two networks out of one modem using a switch?

MichaelP
Diamond Product Expert
Diamond Product Expert

Hello @jborchel 

If it's really just a modem, then this would probably not work. If it's actually a combination modem+router+firewall, then it might work, but you'd want to be sure to use a different WiFi network name (SSID) for each parallel system and be sure to keep them far enough apart (at least a few feet). Even then, they'll all be sharing the same 5GHz WiFi channel with each other. That isn't a problem, necessarily, but it does mean heavy traffic on one will impact the other one.

It is just a modem. So that's that. If I just unplug the power to my Nest W-Fi router and it's slave will it come back up automatically by re-powering it after I have experimented with trying to put up a new  network using my Google Wi-Fi for testing of the dropout?

MichaelP
Diamond Product Expert
Diamond Product Expert

Hello @jborchel 

Yes, if you power off and disconnect your existing Nest WiFi system while you experiment, it should come back just like it was once you reconnect it to your internet service and power it back on again.

Wave  tech was here this morning. He found incoming line was out of spec. He adjusted to correct values. He put a splitter on incoming line as apparently the signal was too strong. I’ll find out tonight if he fixed my problem of the internet radio dropping the stream intermittently. 

Every time I run a mesh test I get an error message. I have two points and they drop connection multiple times per day. No tech support, bad customer service from Google

I was able to reach support via phone without issue...they just were unable to help.  I got a level 1 tech who wanted me to do some useless things to start troubleshooting.  Eventually she said my router was a version of firmware behind, so we had to factory reset to force the router to update.  While the issue is not as bad as it was, my wireless speeds still degrade overnight going from over 200 down to well under 100 down and and less.  They were supposed to call me back last night and didn't.  At this point, I told them not to bother; there are no settings they can tweak to fix this.  As others have noted, at some point, bad firmware went out and now the device' operation is flawed.  Until the fix the firmware (assuming the devices automatically download and install), the issues won't go away.  I'm already looking at replacing this setup.  It's a major flaw that an end user, and even support, can't manually install firmware when needed.  The only way to do it if your system gets stuck is a factory reset. 

Ive had the same problem. I tried everything and suspect it’s related to the latest firmware. Regrettably I’ve not found a solution. 

Sydtriman
Community Member

Same. I think I it’s the latest firmware. 

Martin1
Community Member

Mein Router hat eine Internetgeschwindigkeit von 250 Mbit, Diese erreiche ich auch wenn ich das WLAN vom Router benutze, der Router zeigt auch an, der Angeschlossene WIFI Point hat am Ethernet Kabel nur 100 Mbit, Sollte aber 1000 unterstützen, Somit kann ich die Internet Leistung nicht voll nutzen.

Wie kann ich den Point einstellen damit er 1000 Mbit nutzt?

Jeff
Community Specialist
Community Specialist

Hi, Martin1.

This is an ongoing issue that we're tracking. We have another discussion going on with lots of people affected. I'm going to merge your thread in with theirs and you can follow updates on the issue there.

Thanks.

Sydtriman
Community Member

Seriously. How much longer are we expected to wait for an update. I’ve had at least 10 drops today, most or during work calls. It’s reasonably clear that your attempt to adopt the standard DHCP protocols in your latest firmware have failed. Google: what an utter waste of money. 

stingmao
Community Member
Nest wifi and points keep dropping internet but don’t loose connection
 
I am using Google Nest Wifi with 2 points. The problem happens on all devices(phones, iPads, TV) 1-2 times a day. Especially when streaming and downloading. All I need to do is disconnect wifi and connect it right back, when Internet drops. 
 
There is no double NAT. I see people posting the same issue on Reddit.  Very frustrating and disappointing.

Have similar issue ..... My WiFi drops every evening at about same time and is very very spotty till midnight then it comes back on it's own some time. Tried all tricks no resolution. Moved router, got all points on cat 6 cable. The devices that are wired, works well but WiFi signal drops..... Any suggestions or go with some  other device???

Chaos
Community Member

Same problem. Can it be fixed? I had just used my old router...

 

 

 

Ashepherdson
Platinum Product Expert
Platinum Product Expert

Hello all,

When in doubt, a factory reset can work wonders with fixing issues such as this.  If you have already factory reset, then a conversation with nest support would be the next step as of course it may be a faulty device, but don't rush to that conclusion.  I had an issue last year that a factory reset was able to solve, and my wifi has been going strong ever since.  

I have what I think is the same problem. I listen to a streaming iHeart radio station at night and all of a sudden the stream will drop. Sometimes it comes back up after about 20 seconds but sometimes I have to hit that stations button and it will come back up.

I would try a reset but Before I do I would like to know if it changes anything to where I have to go through a setup again?

especially when you download something.  I was downloading games on my new game console yesterday. Connection dropped 6 times. 

and a reset didn’t help.