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Can’t get modem to give router IP address

ABinABQ
Community Member

Comcast is my ISP. I set up a Google mesh network and everything was working great until Comcast did some maintenance yesterday and the internet was unavailable. When they finished, my modem reconnected but the Wi-Fi router and points wouldn’t. After numerous restarting of the modem and router and a long call with Comcast (who said the modem was connected and looked fine) I did the factory reset on the Google router. But it still won’t connect to the modem. I’m at wit’s end. Any ideas?  

6 REPLIES 6

olavrb
Platinum Product Expert
Platinum Product Expert

Do you get an IP and internet connection if you connect a PC straight into the modem?

What specific error does the Google Home app give you?


I don't work for Google.

ABinABQ
Community Member

Yes, when I connect my Mac desktop directly to the modem with an ethernet cable, I have an internet connection on my Mac. In fact, I'm using it right now to respond to you. 

 

The message I get in the Google Home app for what feels like a hundred times at this point says:

 

Connection issue

The modem isn't giving your Wifi point an internet connection. Don't worry, this is a common issue that can be fixed with a full network restart. Here's an overview.

Restart the Wifi and modem.

Follow the steps in order

Takes about 3-4 minutes.

 

Aaaannnnddd 48 hours later, I'm still repeating all that and getting the same result. I'm stuck in a horrible circle.

olavrb
Platinum Product Expert
Platinum Product Expert

What exact modem (brand, model)? Maybe there are known or previous issues with a certain combination.

What IP do you get while connected to the modem directly: A typical local/ private IP address (192.168.X.Y, 10.X.Y.Z, 172.16.X.Y), also known as RFC 1918. Or a typical global IP address? If the first, you might have to put your modem in bridge mode before connecting up the Nest Wifi.

If you are using a iOS or iPadOS for the setup process:


I don't work for Google.

ABinABQ
Community Member

Thanks for trying to help - I ended up returning the Google points to Costco and getting another system. 

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@olavrb, thanks for the help.

@ABinABQ, we're sad to see you go. We hope we can make it up to you in the future. Send us a message if you change your mind.

 

Best,

Mel

JenniferV
Community Specialist
Community Specialist

Hi ABinABQ,

 

We haven't heard from you in a while so we’ll be locking this thread after 24 hours. Should you need help in the future, please feel free to create a new thread.

 

Thanks for the help here, olavrb and Mel.

 

Regards,

Jennifer