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Unclear situation

The Chromecast issues show how difficult it is to trust Google and other giants 

Around the same time as Google's Chromecast issues emerged, Tele2 experienced disruptions in its network. Google took many hours to even respond to the problem reports. Tele2 quickly released information and resolved the issue.

Erik Mörner
Published Modified

Sure, the comparison might be a bit off, we still don't know what was behind the respective problems. However, it is clear that it can often be completely impossible to get help from several of the big tech giants. If you buy a Chromecast or another product from Google, you want to be able to trust that it will work. If it suddenly doesn't, you want information about the cause and what you should do to get your Chromecast working again. Here, Google has clearly failed. 

When reports of Chromecast problems started appearing on Sunday, no one knew what the issue was. More than that, the problem was so widespread that it wasn't a single, local issue. Speculations quickly spread on forums and possible solutions were discussed. One of these was to first reset the device and then reinstall it with the date on the phone set to an earlier date. This would potentially circumvent the problem, which was believed to be due to an expired security certificate. It would trick the Chromecast into thinking the certificate was still valid, and once reinstalled, you could then set the date on the phone correctly again. 

Hours later, when Google went out on scattered forums and on X (formerly Twitter) with what seemed to be official information, factory resetting was something they advised against. Despite the fact that resetting was something Google's own support pages listed as a possible solution for connection problems. 

We were otherwise only informed that Google had been made aware of the problems and was working on a solution. More information was supposed to come, but we have not heard anything more yet.

Given the extent of the problems, we at Mobil have been completely inundated with questions, I thought that Google would solve this quickly. Even Google's short message that a fix is under development and that even those who have accidentally factory reset their devices will receive instructions to get them working again pointed to a quick solution.

I have heard horror stories about how those who have been locked out of their Facebook or Google account have found it more or less impossible to get in touch with a human to solve the problem.

To test Google, I try to ask Google a question about a problem with a Pixel phone. I google Pixel support. I go directly to a support page, write there that the ready-made questions do not answer my question. How long should it take to get hold of a human?

The answer: Chat or the option to be called back directly both have a waiting time of less than a minute. When I get through, the support person is almost overwhelmingly friendly, saying she hopes she has brought a smile to my face and wishes all the best to me and my family. 

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So even Google can when and if they want to.

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