Google Home Max-'Hang on while I get connected to the Internet'

[vicky1967]

I have a (very expensive Google Home Max Speaker@ It has stayed in the exact same position since the day I bought it, and my Wi-Fi has not changed in that time.

About 6 months ago, it started saying 'hang on while I get connected to the Internet' I had to unplug it, then start it again, and it would stay connected for about 5 days or so.  It has been getting worse over time, and now is never connected to the internet. If I want to use it for anything, I have to turn it off, then wait for it to connect.  Today even turning it off then on, it wont connect.

I am very disappointed that such an expensive item should be useless already.  
Answers, please Google...

[Muddi]

Hi vicky1967,

Thanks for reaching out and for being a step ahead of us. To cover all the bases, let's go ahead and try moving your device near the router. Please make sure that it is within 15-20 ft. away from the router to get a better signal. If it's still the same, reset your Google Home Max to refresh all the settings on your device. Follow the steps below to know-how:

• On the back of Home Max, press and hold the factory reset button, located near the power cord, for about 12 seconds. Your Home Max will let you know that it's resetting.
   

Let me know how it goes.

Cheers,

Muddi

[vicky1967]

My Google Home Max is approximately 2 metres from my router.  It is the closest Google device in my whole house. 

I did as you suggested-pressed the factory reset button. It connected and worked OK for one day. It is now giving me the same message 'Hang on while I get connected to wifi'

I am very unhappy with this-I want a replacement product that works or a full refund please.

[Muddi]

Hey vicky1967,

Thanks for trying. Just an added question: are there other Google speakers/display in the house that is working on the same network? What is the current firmware version of your device? Follow the steps below to know-how:

1.  Swipe up from the bottom of the display screen.
2. Tap Settings > About device. You should find your "Cast firmware version."
   • For Nest Hub (1st gen) and Nest Hub Max: If “Fuchsia Version” is also listed, this means your device runs in Fuchsia.

Also, please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

[Muddi]

Hi vicky1967,

I just wanted to check if you had the chance to fill out the form.

@Biggsyboi: Thanks for trying to help here!

Cheers,

Muddi

[vicky1967]

I have Google speakers around my house.  All work perfectly.  My Google Home Max is the closest to my router.

I dont understand your instructions to find the firmware of my device...do you mean the Google Home Max?  What display screen?

I have just filled in the form.

Can I check-are you an official Google employee or a kind volunteer-I wish this complaint to be dealt with officially by Google.  Please can you provide me a phone number or email address to deal with them officially

[LovelyM]

Hello vicky1967,

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 as this thread will be locked after 24 hours.

Best, 
Lovely

[Biggsyboi]

What is the make and model of your wifi router? Or, more simply, is it WiFi 6? If yes, Google have said their devices are incompatible with WiFi 6.

[vicky1967]

THank you but I have 5 other Google Devices around my home. None have ay issues connecting to my wifi.

[Biggsyboi]

Is the only one that has the problem, the one that's closest to the WiFi router? If yes, the others may be connecting to 2.4ghz due to the distance, and the one which is closest could be connecting to 5ghz and then having connection problems.

I have connection issues with all my speakers except one, and it's the one that's furthest away from the mesh routers (and hence is more likely to connect to 2.4ghz by itself)

[LovelyM]

Hey Biggsyboi, 

I appreciate your input. Our specialist team will be reaching out to vicky1967 to help address her issue with her Google Home Max. If you are having connection issues, please inform us so we can take a closer look at them.

Kind regards, 
Lovely

[vicky1967]

It would be helpful if you do actually respond to me directly to be honest. This is a rather slow way of getting help. And I still don’t know what Community Soecialist actually means - are you a Hoogle employee who can actually make decisions and get things resolved for me?  I keep asking this and asking for contact details for Google but I seem to be getting nowhere. 

so rather than chastise people who are trying to help me, I would be grateful if you can actually give me some proper assistance. 

[LovelyM]

Hi all, 

@vicky1967, I'm sorry for the delay. It seems like you're already in contact with my senior specialist via email regarding your refund.

@Biggsyboi, I understand your point. You can send feedback to our product team about this.

Cheers, 
Lovely

[vicky1967]

Yes this is true Lovely. However this happened after Saturday. It is frustrating that it takes so many emails back and forth to try to sort this out-and I haven’t had a reply to my most recent email for over 24 hours now. Which again is frustrating.  

[Muddi]

Hey vicky1967,

We sent you an email, and one of our team members is waiting for your response. Please check your inbox to confirm.

Cheers,

Muddi

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[vicky1967]

No I am sorry I have not seen the responses you refer to. Please advise again. Thank you. 

[Princesss]

Hi vicky1967,

I've seen that our team already sent you an email last April 21st. Let's continue working on that channel so we can assist you further.

Best,

Princess

[vicky1967]

As stated above I am not in receipt of that email. Please either resend or assist via this chat. You have acknowledge the device is faulty and I am awaiting the agreed refund. 

[Princesss]

Hi vicky1967,

I understand, however you need to respond to that email as there are info that can't be disclosed publicly.

Let us know once you have responded so I can notify one of our specialist about this.

Best,

Princess

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Princesss]

Hello Vicky1967,

Just one quick final follow up since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
 

Best,

Princess

[Biggsyboi]

Hi Lovely,

I have already an open ticket with your senior technical support, who have told me none of our 6 google speakers will work with WiFi 6, a technology adopted in 2019.

It seems very possible to me that if Vicky has her Google Home Max the closest to her router(s), and it's connected to 5GHz Wifi 6, this could be the cause of the connectivity issue as it isn't immediately obvious that Google's speakers are incompatible with WiFi 6. It's possible that all the other speakers that are working, are further away and so therefore connected to 2.4GHz Wifi