BT fibre broadband and Next WiFi Point not working

[tommcdowall]

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:

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

For more information kindly check this link below:

[TexasOG]

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

[tommcdowall]

No

[Jeff]

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.

[TexasOG]

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

[tommcdowall]

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

[Jeff]

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.

[Jeff]

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.

[Jeff]

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.

[Jeff]

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.

[Jeff]

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