New Nest Protect failed test the WIFI network and can't be added to account

[Feejus]

I am facing an issue while trying to add a replacement Nest Protect to my home setup. Despite multiple troubleshooting attempts, the issue persists. Please find the details below:

1. Current Setup:
   • Aruba Instant on SSID: Nest
   • Connected via PoE to a D-Link router
   • Internet connection: 1 Gbps, no firewall or any other device in between
2. Issue: The issue occurs when the Nest Protect attempts to test the Wi-Fi network during the setup process, regardless of the device used for setup it fails with error code. I know the password is not the issue as i setup a separate SSID with a very simple password.  I also used to have Nest setup and they stopped responding and working on the wifi network.
3. Troubleshooting Steps Undertaken:
   a. Tried adding the same device using a OnePlus 8T with the latest Android version, but encountered the same error.
   b. Tested with two different hardware devices (SSID sources), but the issue persisted.
   c. Attempted to add the Nest Protect to a dedicated 2.4 GHz SSID, but failed.
   d. Created a new home and tried adding Nest Protect to the account, but the attempt failed.

I have exhausted all troubleshooting options available to me, and I am unable to resolve the issue. If anyone has  any tips or solution i would appreciate it.

[ByronP · Accepted solution]

Hi Feejus,

Thank you for posting. 

Just to confirm, can you please share the case number to verify the information and help you out with this issue?

Keep me posted.

Regards,

Byron

[ByronP]

Hi Feejus,

Thank you for posting here in the community. I'm sorry that you can't connect the replacement Nest Protect to your home. I understand how frustrating it is when you have already tried all the troubleshooting steps and it still doesn't work. I really appreciate the effort to try all the steps to connect the device. Help´s here.

For this concern, please fill out this form, and our specialist team will reach out to you for further assistance on this issue.

Let me know once you're done.

Regards,

Byron

[Feejus]

Thanx. I got a open case which  has been open since 11th April and yet no progress. I even had a brand new nest protect and even the new replacement fails to be added to my account during testing WiFi. 

[ByronP · Accepted solution]

Hi Feejus,

Thank you for posting. 

Just to confirm, can you please share the case number to verify the information and help you out with this issue?

Keep me posted.

Regards,

Byron

[Feejus]

Hi 

Here is the case number! 

4-8025000035725

[ByronP · Accepted solution]

Hi Feejus,

Thank you for posting. I got your case number with the details. Let me help you here and check other options about this issue to escalate; in the mean time, please review the following article to check additional options to connect your Nest Protect.

Keep me posted if the above article was helpful.

Regards,

Byron

[Feejus]

Keep pressing wrong button. So I have done all of the steps in the article. The case number should include all the troubleshooting I have done. Still issue does remain. 

[ByronP]

Hi Feejus,

Thank you for posting. I really appreciate the effort to do all the troubleshooting steps for this issue. Our specialist team is still working on the case number you provided and has fully investigated it. As soon as we have an update, we'll inform you for further assistance on this concern.

Regards,

Byron

[Feejus]

Thanx. Can yiou pls let me know an ETA for an update as I would very much appreciate it. I understand that my case is not strictly straight forward, yet I would like to understand also what steps are taking place in the background and if the engineering team need further debug logs to troubleshoot this.

[ByronP]

Hi Feejus,

Thank you for posting. Absolutely, the specialist team will email you for any updated on this issue.

Regards,

Byron

[ByronP]

Hi Feejus,

Thank you for posting. I'm sorry that you still have not resolved the issue of the replacement charge. This could be frustrating, especially since you tried to resolve it and no one helped you with it.

For your concern, our specialist team is still working on this case. I'm sorry that it took longer than expected. However, they will reply to you as soon as they get more updates about your issue. I really appreciate their time on this matter.

Regards,

Byron

[Feejus]

Frankly I don't know what they are doing, it's been with them several days without any real updates. I got an update on Sunday to try the basic troubleshooting yet when I explained I already done that since then nothing. 

Also I been charged for replacement which was sent back and I raised this and was told the support needed to escalate it because they could not resolve this matter. I feel no one cares about customer and their experience.