Still have huge fluctutions in speed I can reset from home app and get 800mbps two days under 100mbp

[fatman105]

Hi @electroman ,  really used to think I was above average when it came to technology but couldn't for the life of me figure out why the reply button was disabled on my old thread..  so just copied your last response and started new one.

Hey everyone,
 

@fatman105, thanks for posting and apologies for the late reply — let's see what's going on.

A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? How many devices are having slow speed issues from the network? Also, do you have any paused devices? Modem or ONTe is from fiber isp provider.  Router, well is the google pro.  No paused devices.  Doesn't appear to be house wide.  But i did switch out the wifi points to see if one was defective but both acted the same way.  I will try calling isp provider and see if the can change ont to bridge (if available).  Thing that i can't get my head around is why does it work after a reset work a few hours to days sometimes but then go back to reduced speeds.

Please confirm if you’ve done all the steps below:
 

• If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.  So, i don't have access to the modem unless i call my ISP fiber provider.  Kinda annoying... so will check on this one.
• Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart. not an issue
• Remove any special characters in your network name and password. none
• Turn off IPv6. already turned off
• Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right. already assigned
• Unplug the power from your Google Wifi devices for 2 minutes. Have tried before
• If the issue persists, try factory resetting your network. Take note that this will delete all network data.  Basically I think this is were i'm at but have bad feeling it's not going to fix.

If the issue persists after trying all these steps, we can escalate your case to a senior specialist and they can check replacement eligibility for you.

Thanks for the help. @electroman.
 

Best,
Abi

[AbigailF]

Hello there fatman105,

Thanks for posting and I’m sorry to hear about your issue. To clarify, were you able to do all the steps mentioned above? I’ll wait for your update.

Regards,
Abi

[West22]

Good luck on the replacement.  I've had issues for a few weeks now and my tickets been "in consult". I keep asking for Google to just send me a new node under the 1 year warranty.  No response.  Sounds like there is no fix at the moment.  The last update to this device was 6 months ago. Yikes.

[AbigailF]

Hi West22,

I'm sorry to hear about your experience. We'd like to make it up to you. Could you provide the case ID number of your interaction so I could check your case for you? I'll wait for your update.

Best,
Abi

[West22]

Thanks AbigailF, is there a way to direct message you?  I did not intend to hijack the thread and don't want to post my case number publicly.

[AbigailF]

Hey again,

We don’t have a way to reach you via direct message here in the Community. However, you can fill out this form instead so we can look for your case. Please let me know once you’re done.

Thanks,
Abi

[LovelyM]

Hello West22, 

I just want to give you a nudge since we haven't received a form from you. Please reply to this thread if you still need assistance so we can give you a helping hand.

Cheers,
Lovely

[West22]

Hello!  Tech support got back to me.  We repeated a number of the same troubleshooting steps.  Hoping google sends me a new one.  But no further help required from my end from here.  Just a painful process that's been going for over a month with lots of missed handoffs and lack of communication from Google support.

[LovelyM]

Hello there West22,

We deeply appreciate you sharing your thoughts and experiences and we'll take it as feedback. Let us know if you have additional questions or concerns; otherwise, I'll close the thread after 24 hours.

Cheers,
Lovely

[Jake]

Hey there,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake