iCloud issues only on Google WiFi (narrowed it down)

[andresurena]

iCloud will work intermittently and or not upload files or pictures just over my Google WiFi.
I’ve been having this very odd and recent issue with where my iPhone or Mac won’t be able to upload photos or files to iCloud while on Google WiFi’s network…

I’ve tried EVERYTHING: Apple has checked over two months things on their end and the conclusion is that all is fine; ISP has changed its router three times in the past three months and all is good in their end (when connected directly, all works fine). Today I bought the updated version of the Google WiFi (2020) and re configured my network, and still having the exact same problem.

Plus, I’ve opened ports, changed settings on the Home App, on my Mac, iPhone and nothings fixes it. If I’m connected to another non-Google WiFi, all works fine. If I’m connected to mine, it fails. Also happening to my wife’s phone too. Not sure what to do next really.

Kindly help!

[andresurena]

It seems all works fine when I'm over a VPN but only in England (where my Apple devices are currently set it, region wise). I did purchase the pucks in the US but never had this problem. I know sometimes a Regional setting is the issue tho I cannot seem to change any setting to let the Home and or WiFi pucks "know" they're in England so everything works like the VPN situation. 

[Jeff]

Hi, andresurena.

Sorry for the connection issues you're having. You can run into some issues with VPNs or devices being used outside their home regions. While the devices may work under these circumstances, it's possible to run into issues. I would suggest speaking with support to see if they can diagnose your setup and give you a clear idea on whether or not these factors are coming into play or if it's something else. You can contact them here: https://bit.ly/3o1aRK5.

If you have any issues reaching support, please let me know.

Thanks.

[andresurena]

Thanks @Jeff I did speak to a representative and she we kinda of rude and not having a clue on what to do and or suggest. That's why I returned to the community. Send feedback through the App, and post it on Reddit too hoping for some community help 😐

[Jeff]

Hey, andresurena.
Sorry to hear you had a rough go with support. Did they give you anything to try at all in regards to troubleshooting? If so, what did they suggest? 

[andresurena]

Yes "talk to Apple…" 😐 –which I have for three months through Jan to March and, everything is fine on their end sending log reports, monitoring my iCloud status and all. It seems like a very very very specific thing happening to my pucks, Any chance you could elevate this? I've already send "feedback" through the App too.

[Jeff]

Hi again, adnresurena.

Yes, at this point I think we need to push this up to a higher tier of support. I'll need you to full this form out, here: https://bit.ly/31vCfcQ.

Once you have filled that out, let me know here as it will allow us to take the next steps forward where a more specialized member of our support team can jump in to assist.

Thanks.

[Jeff]

Hi, andresurena.

It's been some time since I referred you to a higher tier of support. I wanted to check in to see if you were able to get this worked out with them or to see if you were still having some issues. If you still need help, just let me know.

Thanks,

- Jeff

[Jeff]

Hi again, andresurena.

I'm just checking once more to see if you were able to get in touch with support and if you were making progress with them at this point.

Thanks,

- Jeff

[andresurena]

Hi Jeff! I actually talked with my ISP and run some tests in house and resolved that things worked after letting Google WiFi managed the routing altogether through DMZ on their router. The sad part of this is that I had to pay an extra fee for a public IP address to get this feature. I still don't understand why this has happen since before this it worked well without the DMZ… 

On the other hand NO one answered from the "feedback" or "support" team at Google. Just you … –which I appreciate. 

[Jeff]

I'm happy to hear things were resolved, andresurena. I'm sorry you never got to touch base with support and I'll pass your feedback along. But again, I'm happy to see that things got sorted out for you!

Before I mark this as resolved, is there anything else you might need?

Thanks,

- Jeff

[Jeff]

Hi all,

As we got our resolution here, I'm going to mark this one as resolved within the next day. Thanks to all who helped and contributed. If anyone has any other needs, please let me know.
 

Thanks,
Jeff