topic Re: BT fibre broadband and Next WiFi Point not working in Nest Wifi

BT fibre broadband and Next WiFi Point not working

tommcdowall — Fri, 21 Jan 2022 21:21:23 GMT

Hello,

I recently upgraded to BT fibre and I can no longer set up my Nest Wifi Point. The Google Home apps says it "Could not communicate with your Nest Wifi point. The Nest Wifi Router connects along with my other devices (phoeb, smart speakers etc) but I cannot connect the point.

I have tried various set ups :

Openreach Modem (Google say this is an ONT box not a modem, whatever that means) > BT Home Hub > Nest Wifi Router

Openreach Modem (Google say this is an ONT box not a modem, whatever that means) > Nest Wifi Router

The internet and wifi both in both cases but I I can't connect my point.

Google have suggested it was a vlan tagging issue and BT have said it has nothing to do with Vlan tagging. If Google are correct why does the nest WiFi work and all other devices but not he point

The below is what Google said last.

As we've discussed, VLAN Tagging is not supported by the Google Nest Wifi devices that you have. Because having a VLAN tagging it created by multiple networks in one network which is multiple devices are connected. We have 3 ways to fixed this:

To get a stand-alone modem
To purchase a manage network Switch (Modem from ISP > switch > Google Nest Wifi device)
Reach out to ISP to transfer different network box outside

For more information kindly check this link below:

Re: BT fibre broadband and Next WiFi Point not working

TexasOG — Sat, 22 Jan 2022 04:25:10 GMT

Do you just have 2 dots on top of the wifi point that just stay on but won't connect to the main router? Thats what I'm having today

Re: BT fibre broadband and Next WiFi Point not working

tommcdowall — Sun, 23 Jan 2022 17:50:27 GMT

Re: BT fibre broadband and Next WiFi Point not working

tommcdowall — Sat, 29 Jan 2022 07:03:44 GMT

Anything Google?? I been speaking to the nest team and been going round in circles

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Wed, 16 Mar 2022 22:55:18 GMT

Hi, tommcdowall.
Sorry for the late response here, but I wanted to check in to see if you were still having this issue and to see if you have done any more troubleshooting since your last message. Have you had any more contact with support? If you still need help, let me know and I'll be happy to work on this with you.
Thanks.

Re: BT fibre broadband and Next WiFi Point not working

TexasOG — Wed, 16 Mar 2022 23:47:55 GMT

I ended up just returning the system and getting Eero 6.

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Thu, 31 Mar 2022 17:15:15 GMT

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.
Thanks.

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Mon, 04 Apr 2022 17:51:00 GMT

Hey, all.

Just as some added info, the update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.

Thanks.

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Thu, 07 Apr 2022 19:53:17 GMT

Hey, tommcdowall.

I just wanted to touch base to see if you were still seeing this issue or to see if you have been able to work it out. Let me know if you're still waiting on that update and where things stand. I'll be happy to keep helping if needed.

Thanks.

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Tue, 12 Apr 2022 17:34:49 GMT

Hi, everyone.
Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.
Thanks.

Re: BT fibre broadband and Next WiFi Point not working

Jeff — Wed, 13 Apr 2022 21:27:58 GMT

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks