topic Re: Google Nest Wifi setup with Spectrum Modem in Nest Wifi

Google Nest Wifi setup with Spectrum Modem

scottperz — Wed, 03 Nov 2021 17:58:04 GMT

Hi,

I had Spectrum internet at previous house and had my Next Wifi connected to it without any issues. I am in the process of moving and received a newer Spectrum modem to use at my new address. I tried for hours to get the Nest connected to the modem with no luck. I had a Spectrum service person at the house today to troubleshoot the problem, and he was able to confirm that the modem is working properly by connecting a Spectrum Router to it. I tried resetting the Nest, and I followed the setup instructions on the Google Home App numerous times without any luck. I get as far as connecting to the router, but it always fails while trying to obtain a connection to the modem/internet.

Anyone else experience this problem? Any tips on things to try? I really want to use this router at my new location, but I'm getting extremely frustrated trying to get things setup.

Thanks in advance

Scott

Re: Google Nest Wifi setup with Spectrum Modem

Wildhaven — Wed, 03 Nov 2021 21:32:18 GMT

Literally having this identical problem. Had a Spectrum tech out today with the same issue. Called Google, did the dance, they told me to have Spectrum "reprovision the modem" which I just did. Didn't work, so waiting on Google to call me back. They said they'd call back in 30 minutes but they haven't.

Re: Google Nest Wifi setup with Spectrum Modem

stucumber — Wed, 03 Nov 2021 22:29:09 GMT

I'm having a similar issue. I just moved to a new place and got a new Spectrum modem. My Nest router appears to connect to the modem, but no matter what I try (factory resets, different network names that weren't previously used etc.) I get stuck when the app says "Creating your WiFi network". It tells me something went wrong and to check that wifi and Bluetooth are still enabled on my phone, which they are.

Re: Google Nest Wifi setup with Spectrum Modem

Wildhaven — Wed, 03 Nov 2021 23:06:43 GMT

I have an update. If I use the Charter/Spectrum router, and daisy-chain the Nest Wifi router, things work. It is only specifically when the modem connects directly to the router that that the problem exists.

I am still waiting on a callback from Google.

Re: Google Nest Wifi setup with Spectrum Modem

DirtNasti — Thu, 04 Nov 2021 01:29:35 GMT

Any updates having e same issue

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Thu, 04 Nov 2021 16:29:27 GMT

Hey, everyone.

Sorry to hear about all the setup issues you're having. That sounds pretty frustrating. I realize that some of you might have slightly different setups, but I'm going to ask a few things. If you can respond with your situation, I will be happy to address each one individually as we go.

Is your ISP modem a router as well (can it do WiFi)?
How is your setup wired up? Does it go from the wall to your modem and then to your Nest WiFi router? If not, how does it differ?
Are you seeing any colored status lights on your WiFi points during setup? If so, what color are they when it fails to advance?

If you can all give me some answers to those questions, I think we can figure out what's happening in the process and get this sorted out. I look forward to hearing back from you all.

Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

Wildhaven — Thu, 04 Nov 2021 16:38:20 GMT

It is modem-only. No wifi or additional LAN ports.
What I am trying to do is connect the Nest Wifi router directly to the modem. That doesn't work. How I can get it to work is to connect the modem to a different router, and then connect the Nest Wifi router to that. This adds the unnecessary second router in the mix, which is what I am trying not to do.
I cannot get to the point where I am adding points, as I'm not able to connect to the router directly from the modem. On the router, I get pulsing white during setup, and then when it fails to connect to the modem/get an ip I get pulsing yellow.

I've been on with Google support once again this morning, and they're continuing to point the finger at Spectrum. This makes no sense, as hardwiring and other routers work with the modem - it is exclusively the nest wifi router that does not work.

Re: Google Nest Wifi setup with Spectrum Modem

scottperz — Thu, 04 Nov 2021 17:10:11 GMT

Hi Jeff - my responses are below...

My modem is a modem only
The modem is connected to the coax coming in from the road and the Nest WIFI is connected to it via an ethernet cable to the port with the globe on it.
I do not have any points setup yet.

Thanks for helping!

Re: Google Nest Wifi setup with Spectrum Modem

stucumber — Thu, 04 Nov 2021 17:39:30 GMT

Same situation for me -- modem only from spectrum, Nest router is connected directly to the modem via the WAN port (glove) on the Nest. I haven't attempted setting up any points yet. In my case, the light on the router remains pulsing white when I run into trouble after connecting while setting up the WiFi network.

Re: Google Nest Wifi setup with Spectrum Modem

scottperz — Thu, 04 Nov 2021 17:54:51 GMT

The light on my router pulses while also.

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Wed, 10 Nov 2021 22:02:46 GMT

Hey, all.

With all the reports and the common thread of Spectrum being involved, I'm going to pass this along to an internal team to see if they have any more insight on this. I'll report back once I know more.
Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

SergeMedia — Fri, 12 Nov 2021 02:50:06 GMT

I’m having the same exact issues.

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Wed, 17 Nov 2021 18:48:50 GMT

Hey, everyone.

For those affected by the Spectrum connectivity issue, there was actually a spike in outages reported that might have been the cause of the connection and setup problems. Is there anyone still affected by these issues here? The Spectrum outage has subsided, so if anyone is still having trouble, please let me know and we can look deeper into your specific setup and situation.

Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Tue, 23 Nov 2021 17:45:31 GMT

Hey, all.

Just a quick follow up here. Since the outage has been reported as resolved by Spectrum, I wanted to make sure none of you were still needing help on this. If you're still having issue, just let me know.

Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

SergeMedia — Wed, 24 Nov 2021 06:53:54 GMT

Okay I figured it out. I had to reset my Google nest via the Google home app.

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Mon, 29 Nov 2021 18:35:27 GMT

Thanks for the update, SergeMedia.

Is everyone else seeing things work out properly at this point? Just let me know.

Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

Wildhaven — Mon, 29 Nov 2021 18:50:11 GMT

Hi Jeff - I am still experiencing the same problems. At this point I have given up - Google tech support is zero help, blaming Spectrum. Spectrum has been out here three times and they've tried everything they can and they think its the router.

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Mon, 29 Nov 2021 21:04:48 GMT

Hey, Wildhaven.

Sorry to hear that you're still having issues. I'll contact an internal team and let them know that even after the service outage that we're still seeing the same problem. I'll let you know when I hear back.

Thanks.

Re: Google Nest Wifi setup with Spectrum Modem

scottperz — Tue, 30 Nov 2021 13:37:44 GMT

Hi Jeff,

I also gave up and ended up renting Spectrum's wifi router because I needed access for work. I do plan on trying to reconnect the Google Nest, but haven't had a chance to do that yet.

Thanks for following up!

Scott

Re: Google Nest Wifi setup with Spectrum Modem

Jeff — Tue, 30 Nov 2021 17:23:36 GMT

No problem, scottperz.

Sorry to hear that we weren't able to resolve the issue here, but thanks for letting me know which direction you took on this. If you need anything else, just ask!