Can't get Nest Wifi Pro to setup (keeps saying it's not connected to internet)

[galnextdoor]

whilst setting up the Google nest wifi pro, I hit this wall that keeps saying the nest wifi pro is not connected to the internet, but in fact it is -- the same LAN port works with other devices just fine. 

I tried power cycling the devices as per the instructions multiple times. Even factory resetted it. But doesn't work. 

I also asked for the PPPoE username and password from my ISP and I tried filling it in at the internet settings on the Home app, but also doesn't work.

Help! So frustrating.

Thanks in advance. 

❤️

[olavrb]

What ISP? Do you know if they in addition to PPPoE also uses VLAN tagging? If that's the case, see:

• https://support.google.com/googlenest/answer/9798157?hl=en

• https://superuser.com/questions/1148268/how-to-ditch-centurylink-fiber-modem

[Jeff]

Thanks for the links, olavrb.

Hi galnextdoor,

I just wanted to jump in real fast to see if you saw olavrb's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff

[galnextdoor]

hi.. yes i still do need help. i did all what the guide that olavrb posted, and I even bought a TPLINK switch. but the problem still persists...

[AbigailF]

Hey galnextdoor,

Thanks for the update. What ISP are you using? Were you able to confirm if they use VLAN tagging as well? We’ll wait for your reply.
 

Regards,

Abi

[AbigailF]

Hello galnextdoor,

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

Best, 
Abi

[AbigailF]

Hi there galnextdoor,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Cheers, 
Abi

[galnextdoor]

Hi, sorry for the slow reply. I was traveling. I live in Indonesia and the ISP I'm using is definitely unfamiliar to all of us here. The ISP name is called Biznet.

Yes, as of today I still have trouble with connecting the Nest Wifi Pro to the internet. 

[AbigailF]

Hey again galnextdoor,

Thanks for the update. To confirm, were you able to confirm with Biznet if they use VLAN tagging? We’ll wait for your response.

Best,

Abi

[AbigailF]

Hi galnextdoor,

It's me again. Just checking in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Thanks,
Abi

[galnextdoor]

Hi, sorry for the slow reply as I'm traveling right now. According to the ISP company, they don't use VLAN tagging. However I'm not sure if I'm talking to a person who is competent enough to answer that question accurately.

Nonetheless, based on the guide posted above, I have bought the switch and went through the steps to install it as if my ISP is using VLAN tagging, but I still couldn't get it to work.

[AbigailF]

Hello there galnextdoor,

We appreciate your update. Could you send a screenshot of the message that you're getting whenever you try to set up your network? 

Regards,
Abi

[AbigailF]

Hey folks,

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

Best, 
Abi

[AbigailF]

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.

Cheers, 
Abi