Adding Wifi Point – Can't Connect To Mesh

[andrewjparker]

Hi all, I've recently bought a Google WiFi Point with the intention of setting up a separate wireless network in my home office.

My current set up is a Virgin Hub 5x and a Google Wifi Point upstairs which is set up as an access point (network called "Upstairs Wifi). The house is Cat5 cabled throughout.

Wifi strength into the office is poor so I bought a second Google Wifi Point with the intention of adding it as another access point, calling the network (Office Wifi).

I've followed these steps to set it up, with the cable from the ethernet port in the room to the Wifi port  –

1) Add Device in Google Home app
2) Scan QR code
3) "Searching for Google Wifi..."
4) "Preparing mesh..."
5) "Connecting to Wifi..." > Join
6) "Connecting to Wifi..."
7) "Where is this device?" > Office

At this point I immediately get the message –

"Couldn't connect to mesh network – Try restarting router and set up Wifi point again"

I've tried doing several hard resets on the hub and have power cycled several times, but I always get this message.

What am I doing wrong?

[virnab]

Hi andrewjparker,

Thank you for posting in the community.

I understand that your attempt to add a second Google Wifi point (intended for your office) consistently fails with the 'Couldn't connect to mesh network' error. I appreciate you providing the detailed description of your mesh (Virgin Hub 5x, an existing 'Upstairs Wifi' access point, Cat5 backhaul) and the steps you've taken to add the new access point. I'm ready to assist you in resolving this issue.

Before we start troubleshooting further, I need to ask you a few questions:

• Are you using the latest version of the Google Home app or Google Assistant app? If not, you can check this Google Help Center article to learn more: how to update the Google Home app.
• Is your smartphone’s operating system updated?
• Are you using an Android or iPhone device to manage your mesh system?
• Does the new Google Wifi point region match with the existing network region?
• What's the color of the lights on the new Wifi point during the failure?
• How far from the existing primary Google Wifi point is the new point when you attempt the setup?
• Is your existing "Upstairs Google Wifi point" the primary one, or is the Virgin Hub 5x currently acting as the primary router?

In addition to this information, please post a picture in this thread of your Virgin Hub 5x, also a screenshot of your mesh setup on the Google Home app.

Please reply with this information so we can continue troubleshooting.

Best regards,

Virna

[andrewjparker]

Hi Virna, many thanks for your assistance with this matter.

In answer to your questions:

• Yes, latest version of the Google Home app
• Yes, latest version of iOS
• iPhone
• Yes, both supplied with UK plug, so assume same region
• Light is slowly blinking blue during set up

The Virgin Hub 5x is the primary router. Because this router won't work in modem mode, the Google Wifi point upstairs is set up as an access point. It is not a mesh network. Essentially I want to do the same with the second Google Wifi point.

Thanks, Andrew

[virnab]

Hi andrewjparker,

Thank you for your timely response and the comprehensive information you've provided. Based on this information, I recommend that you follow these instructions to enable your Google Wifi point at your home office.

The description of your mesh installation indicates that your Upstairs Google Wifi point is currently being recognized as a router. This means you are using two routers—the Virgin Hub 5x and the Upstairs Google Wifi point—which is causing a double Network Address Translation (NAT) configuration. 

To resolve this, I recommend you remove the Virgin Hub 5x from your installation and connect the Upstairs Google Wifi point directly to the modem provided by your Internet Service Provider (ISP). Following this step, you should be able to add the second Google Wifi point to your mesh system.

To learn more you can refer to this Google Nest Help Center article: Set up Google Wifi.

If you have any other questions about Google Nest products or need more help with anything else, just let me know.

Best regards, 

Virna

[andrewjparker]

Hi Virna, unfortunately I can’t remove the Virgin Hub because it is both modem and router, and it doesn’t have modem-mode functionality. 

[virnab]

Hi andrewjparker,

Thank you for confirming that your Virgin Hub 5x is operating as both a modem and a router.

Given this configuration, you will need to contact your Internet Service Provider (ISP) or the device's manufacturer and ask them to enable Bridge Mode on the Virgin Hub 5x.

Please let me know how this goes.

Best regards,

Virna

[andrewjparker]

Thanks for your ongoing help Virna. Unfortunately Bridge Mode on my ISPs router is not an option. There is a whole separate community that I have follower for the last year discussing that particular aspect!

However, I was under the impression that you could add multiple Google Wifi just set as APs?