So what’s really going on?
The client is, indeed, experiencing a slow connection. But the cause lies somewhere in the network on the client side of the fiber jack, and not with Google Fiber service. It’s a quick process to determine that Google Fiber is operating normally.
Some providers would stop there and refer their client to their IT support team. We take the next step: looking at their entire setup to find the problem. It could be a firewall issue. It could be in the WiFi setup. It could be trouble on their local network. Usually, we’re able to zero in on the problem and resolve it. And we don’t charge extra for this, it’s just good customer service.
Spotlight Analyst Relations
For example, our client Spotlight Analyst Relations was reporting slow internet speeds even though they had Google Fiber installed. They are heavy WiFi users and like to roam around their office.
Avid provides them with a cloud controller for their WiFi access points and we saw that their laptops would stay connected to an access point even when they moved away from it. They were stuck with a weak signal the farther away the got from their specific access point.
We were able to make sure the WiFi controller was configured properly so that a handoff could occur between access points as they moved around their office. Problem solved.
For Google Fiber users without Avid? The problem can persist for quite some time. And resolving it could get expensive, with networking expertise often costing hundreds of dollars an hour.
Want to know more about taking full advantage of your Google Fiber connection? Give us a call!