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Nest Protect will not connect to Verizon Fios G3100 router

emageill
Community Member

I recently upgraded my router and my Nest Protect (3) will no longer connect. My nest thermostats connect fine.  I have tried restoring the smoke detectors to factory condition. I have tried disabling the 5 ghz networks. I have rebooted the router. My security is set to wpa2. Any suggestions?

8 REPLIES 8

MplsCustomer
Bronze
Bronze

@emageill 

Google Nest generally doesn't make it easy to change Wi-Fi settings. In fact, they say: "The simplest fix for most Nest products is to update your home network so that the network name (SSID) and password are the same as before." (https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Ctry-the-same-network-name-and-pa...). When we got a new router/modem, we set the network name (SSID) and password to the same values used on the old router/modem, and did not have to update any of our Google Nest devices.

If you can't do that, then the Google Nest process calls for removing the Google Nest device(s) from the Google Nest app or the Google Home app while you are still on the old Wi-Fi network, then doing a factory reset, and then reinstalling on the new Wi-Fi network.  If you fail to remove the device while you are on your old Wi-Fi network, you can encounter issues you cannot resolve (like messages saying the device is connected to another account [yours!]).

If you can't resolve it, you may need to contact Support (https://support.google.com/googlenest/gethelp) to see if you can get someone knowledgeable who can override the controls Google Nest imposes.

Unfortunately I already reset the devices to factory condition after taking them off old network.  Unless anyone has any other ideas I will attempt to contact support.

EmersonB
Community Specialist
Community Specialist

Hi emageill,

 

I'm sorry to hear about your experience on your Nest Protect. To know more about this, I'd like to ask a question: do you see any error code or message? Don’t forget that the Nest Protect can only connect to the 2.4Ghz bandwidth of the internet and can only be set up to the Nest App.

 

Give these steps a try:

  • Try creating a new home structure and add your Nest Protects there.
  • Try creating a dedicated 2.4Ghz bandwidth of internet and connect your mobile phone and Nest Protects.
  • To isolate the issue if it
  • Place all your Nest Protects on the table next to each other and near the Wifi router. Make sure that there's a pulsing blue light during setup indicating that it's ready to be set up.

 

Keep me posted.

 

I appreciate the help, @MplsCustomer.

 

Thanks,

Emerson

Thanks for trying to help, but nothing seems to work. Since I got them at Costco, I think I am going to return them.  So much trouble trying to change networks.  They worked great before!

janthadeus
Community Specialist
Community Specialist

Hey emageill,

 

We truly appreciate your efforts here. Don't give up on us yet. We'd like to further check on this — could you fill out this form and let me know once you're done?

 

I appreciate the help here, MplsCustomer and Emerson.
 

Regards,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Thanks,

JT

janthadeus
Community Specialist
Community Specialist

Hey there,

 

I'm checking back in to see if you are able to fill out the form. If not, please do so, so we can assist you further with your concern.

 

Best,

JT

EmersonB
Community Specialist
Community Specialist

Hi folks,

@emageill 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.

I appreciate the help, JT.

Regards,
Emerson