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Can't connect any points except the router point

RoyElboim
Community Member

My network is working fine, but when I try to add another point, by plugging it to the power, it doesn't have any connection and the app isn't able to detect it as a "device nearby". 

I have 3 nests, and had them for around 6 years. I bought them together In the same country, and it doesn't seem that one of them has an issue, because when I create a new network, I can set any one of them to be the router and they all work fine.

The problem, which I couldn't find anyone with it is that the points aren't even ready to be connected, so the app can't detect them.

1 Recommended Answer

olavrb
Platinum Product Expert
Platinum Product Expert

The point(s) you are trying to connect are factory reset and ready?

Try connecting it by ethernet cable (WAN port) to the primary (LAN port) while setting it up. Disconnect ethernet cable if success.

Or try from a different phone running the Google Home app.


I don't work for Google.

View Recommended Answer in original post

10 REPLIES 10

olavrb
Platinum Product Expert
Platinum Product Expert

The point(s) you are trying to connect are factory reset and ready?

Try connecting it by ethernet cable (WAN port) to the primary (LAN port) while setting it up. Disconnect ethernet cable if success.

Or try from a different phone running the Google Home app.


I don't work for Google.

Mome
Community Member

did this but kept getting “something went wrong” message.  Have been trying for weeks to reconnect points to no avail. I do not want to risk the connection of the router point but am beyond frustrated with the lack of connection.  Worked flawlessly…until it didn’t and now won’t. 

EdwardT
Community Specialist
Community Specialist

Hi Mome,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with setting up your Google Wi-Fi points. I'd love to know more about this and I have a few questions:

 

  • What's the color of the light on the parent point and child point?
  • Does the child point broadcast the setup SSID located at the bottom of the unit?
  • Is the child point within the recommended distance from the parent point?

Looking forward to your response.

 

Thanks,

Edward
 

EdwardT
Community Specialist
Community Specialist

Hi Mome,

 

I wanted to check back in. How's it going with your Google Wi-Fi devices? Still need our help?

 

Thanks,

Edward

 

EdwardT
Community Specialist
Community Specialist

Hi Laurita,

 

Thanks for the update. Have you receive the new one? Please let us know if you're still experiencing the same issue and we'd be glad to help.

 

Thanks,

Edward

Laurita
Community Member

Hi Edward, got the new one, everything is ok now.....dunno what happen with the other...

 

Thanks,

 

Laurita

EdwardT
Community Specialist
Community Specialist

Hi Laurita,

 

Thanks for the update! I'm glad to hear everything is back and working as intended. I will lock this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

 

Thanks,

Edward
 

EdwardT
Community Specialist
Community Specialist

Hi folks, 

 

@olavrb, thanks for the help!

 

@RoyElboim, how's it going with your Google WiFi? Still need our help?

 

Thanks,

Edward

 

EdwardT
Community Specialist
Community Specialist

Hi RoyElboim,

 

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do.

 

Thanks,

Edward

Laurita
Community Member

Hi Edward, I end up calling google and we tried everything and they told me that if the last thing we did wasn’t helpful then it was rubbish, so I bought another one to replace that one.  I hope that one will work!!

 

thanks for asking!

 

Laurita