Can't add Google WiFi point through Google Home

[rmanzatt]

I have Google WiFi and am trying to add (re-add, actually) a wifi point. I've followed all instructions including resetting the wifi point (5 times), but it won't set up. When I try, it creates its own network named with the code on the wifi point. It works for a few seconds and then goes back to my home network and the point just starts flashing blue again. I've disconnected and then re-connected the first point to the modem and tried resetting that and the point I'm trying to connect but nothingt works. After resetting the point I need to reconnect, the blue light comes on steady, then goes dark, then just flashes blue. I do not think Google Home is equipped to actually set up Google WiFi and I can't find the original Google WiFi app. It's gone and I'm stuck.

[PatrickP_Viking]

Hey @rmanzatt .

The Google Wifi app was retired some time ago and the Google Home app should be used to set up the Google Wifi. There are issues due to default iOS settings that can cause issues with setup. The below article should be able to help:

Troubleshoot setup with iOS 

[rmanzatt]

I've tried all the "help" posts from Google without success. Here is my workflow based on Google Home instructions:

1. Set up Google Wifi > Next

1. "Choose a home" – I chose my home

1. "Looking for devices"

1. "Would you like to set up setupD6EB0?" (this is the Google Wifi point I'm trying to set up) > Next

1. "Scan QR Code" – I scan the code

1. "Google Home wants to join wi-fi network 'setupD6EB0'” > Join

1. "Connection failed couldn’t connect to device. Try again or tap get help"

1. "Connected"

1. "Connect Ethernet Cable" (to the main point?? It’s already connected but I disconnect and reconnect)

1. “Connected” then immediately “Connection failed”

1. "Connect Ethernet cable" > Next

1. “Connected” then immediately: “connected failed”. "Connect Ethernet Cable" > Next

…and I’m in a never-ending loop. The wifi point I'm trying to set up just keeps blinking blue. Meanwhile, I’m still connected under Settings > Wi-Fi to “setupD6EB0” If I go to Settings and go back to my home Wifi, I have to start over.

If I disconnect ethernet cable from main point and then start over from #1 above, then in #9 I connect ethernet cabler and continue, the same thing happens. "Connection Failed"

This is ridiculous, and Google support stinks. There is no support number.

[PatrickP_Viking]

Hey @rmanzatt .

The scenario that you describe is indicative of iOS issues that are known. If you have done a full reset of the devices (Factory reset your Wifi device ) and the settings noted in the Troubleshoot setup with iOS article have been tried/checked without resolution, I'd recommend contacting Support.

There is a way to speak to someone via phone. Please see the link below and fill in the required fields as indicated. At the end, if the issue hasn't been resolved with the suggested fixes, you will have an option to select a call, chat, or email for Support.

Google Nest Help: Contact Us 

[AbigailF]

Hey folks, 

Thanks for lending a hand, @PatrickP_Viking.
@rmanzatt, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

[rmanzatt]

Abi, it appears that my only chance of solving the simple problem of adding a wifi point to my Google Wifi system is to completely reset my home wifi, meaning all the settings on my router, my SSID, password and everything else, all because Google has discontinued Google Wifi and Google Home is not capable of this simple task, meaning my Google Wifi system is nearly obsolete and unusable. What have you got?

[rmanzatt]

How about a little help, Adi? Isn't that what you offered? See case number 7-0069000034029

[AbigailF]

Hello rmanzatt,

Thanks for the update and my apologies for the late reply. The Google Wifi app is obsolete and we've rolled over to the Google Home app. I’ve checked the case ID number you mentioned and saw that you had an issue figuring out the email address you used to set up your Main Google Wifi router and your 1st point. I’d like to confirm if you’re still having this issue. I’ll wait for your update.

Best,
Abi

[AbigailF]

Hey there,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Regards, 
Abi

[rmanzatt]

I contacted a support person on the phone. Following his instructions, all went well until it became clear that my router had basically been reset so that my wifi was gone along with passwords, etc., and since it couldn't recognize the wifi network Google Home had created, the tech told me it was the fault of my ISP and that I had to contact them to remedy the situation. This was ridiculous. There's nothing wrong with my router or my ISP; the process the tech had me go through had reset my router. It took my several hours to restore my wifi settings and networks. All this because Google decided to abandon Google Wifi, which worked perfectly with my Google Wifi system, in favor of Google Home, which required blowing up my wifi settings just to add a wifi point. Totally ridiculous.

[AbigailF]

Hi rmanzatt,

Thanks for the update and my apologies for the late reply. I'm sorry to hear about your experience. Normally, if a user can't access their network anymore given that they were using the older Google Wifi app, we do a factory reset so you can set it up via the Google Home app. Please let me know if you still need any help and we'll be here for you.

Cheers,
Abi

[LovelyM]

Hello rmanzatt, 

We want to ensure you are good to go. Please reply to this thread if you still need assistance so we can give you a helping hand.

Best,
Lovely

[LovelyM]

Hi rmanzatt, 

Due to inactivity, I'll go ahead and lock this thread in 24 hours. We'd be glad to help you further so if you still need assistance, feel free to start a new thread.

Thanks,
Lovely