Nest Protect connectivity

[Spender71]

Hi

since Verizon changed our router I lost connection from app to the protect devices, tried all restarts, can connect to the nest WiFi but not the devices, any ideas?

[virnab · Accepted solution]

Hi Spender71,

Thanks for reaching out to our community. I understand that your Nest Protects are failing to rejoin your network and are unreachable in the app ever since you switched to the new Verizon router. I appreciate the troubleshooting efforts you have tried to reconnect your devices, and I'm ready to assist.

Please answer the following questions to help me figure this out:

• Is the Nest Protect unit that you are reporting a 1st gen or 2nd gen? You can use this Google Nest Help Center article to help identify your device: Nest Protect technical specifications.
• Are you trying to connect the Nest Protect devices to the 2.4 GHz or the 5 GHz Wi-Fi band?
• Does your new router support Multicast requests on the network?

In the meantime, I recommend trying the following troubleshooting steps to reconnect your Nest Protect devices:

1. Press the Nest button once. (It should say, "Press to Test.")
2. Press and hold the button until the Protect says, "Checking the network."
3. The LED ring briefly glows green and then turns off when the process is complete.

If the Nest Protect can't establish a connection, it says, "Try again later" and displays a yellow LED light:

1. Test in the location of an online unit.
2. Test in another location in the home.
3. Test on another network. (If possible).

Please let me know how these tests go and provide the answers to the questions above.

Best regards,

Virna

[Spender71]

Hi, I believe it’s 2nd Gen, they gave me both 2.5 & 5 ghz, I have tried the button press, still no luck.

ty

[virnab]

Hi Spender71,

Thanks for following this thread. I appreciate the information you've shared, and I'm sorry to hear that you've not been able to reconnect your Nest Protects to your network.

To help you with this, the team would like to learn more about your case. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna