topic Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS in Nest Wifi

I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Mon, 20 Mar 2023 15:18:37 GMT

I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS. I've managed to successfully set up my 3 ROUTERS again no problem, the POINTS are a different story.

I've already been chatting to google support over the weekend and they started a ticked to check warranty, believing the POINT to be defective. I have since bought a new POINT and I get the same error when connecting to the mesh!!

It is finding the device and it's also available as a GooglePoint in my wifi list. But when it goes to add to my mesh I get an error saying 'something went wrong'.....

I have tried over and over and over but I cannot get this device to connect. Multiple factory resets and nothing…. PLEASE HELP as I know it's now happening on 2 devices, so it's another issue.

The original POINT has been working no problems until Thursday when I changed ISP and factory reset my Google wifi mesh for a clean install.

thanks

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Mon, 20 Mar 2023 16:00:43 GMT

I should also include there is no ethernet connection on my point so i can't hardwire it. This error happens even plugged in next to the router, so it's not an distance issue.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

stanleyh — Tue, 21 Mar 2023 01:01:14 GMT

It's a known issue by Google. The problem is the Google Home app for Android. In the meantime there is a temporty fix for this. By using a iPhone and using the Google Home app on the iPhone will fix this issue.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

DannyTheManny — Tue, 21 Mar 2023 11:32:45 GMT

I had similar issues when setting up devices for others, it's come up twice with nest outdoor/ indoor cameras, the error also mentioned unable to connect to cloud. I removed the home from the home app completely and started fresh and all devices were connected fine. It was a pain though.....

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

stanleyh — Tue, 21 Mar 2023 16:16:49 GMT

For anyone who still have or had this issue. Google have fix the issue. The Google Nest Wifi Router can create a WiFi-mesh with the Google Nest WiFi Point.

The update is not for the Google Home app for Android, the Google Nest Wifi Point is updated.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Thu, 23 Mar 2023 08:02:18 GMT

Thanks everyone for replying. In the end I bought a new Point, as Google support thought my device was faulty. It gave the same error so i sent it back for a refund. I perservered with my existing one, continuing to factory reset it, continually swapping setup between my android phone and ipad. Switching off my mobile data, IPv6 was switch off in google home setting, whole mesh and router resets, changed location of point..... I had tried it all over the 4 days I had the issue.

On the night it finally worked, just after posting here, I again reset the point, switched off ipv6, used my ipad for set up, made sure VPN was off and that my wifi wasn't autoconnecting anywhere and it suddenly just worked.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Thu, 23 Mar 2023 08:03:21 GMT

I was trying my ipad for days and it gave the same issue unfortunately. The issue is now fixed thankfully.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Thu, 23 Mar 2023 08:04:13 GMT

yeah, did this, home app removed, storage, cache and everything cleared, it still didn't work for 4 days of trying,

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

AbigailF — Sun, 26 Mar 2023 02:40:15 GMT

Hello folks,

@laurynsausage, thanks for posting and I’m sorry to hear about your issue. Based on your replies, it seems like it has been resolved already. If you have additional questions or concerns, feel free to reply to this thread and I’ll be happy to help out.

To everyone else, we’re aware of the issue with setting up access points and it has been resolved already. If in case you’re still having issues, let me know so I can check other steps we can do.

Regards,

Abi

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Sun, 26 Mar 2023 09:44:07 GMT

Abi, the only bit feedback I have is.... if you are aware of the issue, I would have been happier if your google support chat could have advised me it was a known issue. As it ended up they told me my device must be FAULTY and I had to email in receipts etc. (although no response ever received). Hence why I bought a new one.

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

AbigailF — Mon, 27 Mar 2023 02:30:17 GMT

Hi laurynsausage,

Thanks for the update. I'm sorry about this. Could you provide the case ID number of your interaction so I can check on your case?

Best,
Abi

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Mon, 27 Mar 2023 14:38:34 GMT

case: 9-8593000033655. (this was on the chat transcript email)

Chat advisor was Jaxx

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

laurynsausage — Mon, 27 Mar 2023 14:39:52 GMT

case: 9-8593000033655. (this was on the chat transcript email)

Chat advisor was Jaxx

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

AbigailF — Tue, 09 May 2023 03:14:15 GMT

Hello there laurynsausage,

Thanks for the update and my apologies for the late reply. I've sent a follow-up to the team handling your case and you should get an update from them shortly. We appreciate your patience on this matter.

Cheers,
Abi

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

LovelyM — Fri, 02 Jun 2023 16:38:56 GMT

Hello laurynsausage,

We're sorry for taking some time. We haven't received any updates from the agent handling your case, so we'll take over from where you left off. We'd appreciate it if you could fill out this form so we can address your issue.

Looking forward to your response.

Best regards,
Lovely

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

LovelyM — Wed, 07 Jun 2023 17:05:58 GMT

Hi there laurynsausage,

Did you happen to get that form filled out? Let me know if you have questions about it.

Cheers,
Lovely

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

LovelyM — Sat, 10 Jun 2023 17:18:30 GMT

Hey laurynsausage,

We haven't received your form. Have you had a chance to fill it out? Just in case here's the link.

Best,
Lovely

Re: I've just moved ISP and had to re-set up my mesh - now I can't link in my google POINTS

LovelyM — Tue, 13 Jun 2023 18:59:03 GMT

Hello laurynsausage,

We haven’t heard any updates from you. I’ll go ahead and lock this thread within 24 hours. If you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Thanks,
Lovely