Can't set up first wifi point

[DiegoSeg]

I bought the package, tried to install the first wifi point connected to one of the Router's (Huawei Echolife eg8145v5) Ethernet port, confirmed the ethernet point works with another device, the google home app finds the wifi point, but when I hit "next", the message I get is "network is offline", which obviously isn't, and I can do nothing from there. Tried resetting and powering on and off everything, tried the 3 Wifi points in the box, tried changing the ethernet cable, nothing works. 

[Klesko12]

Right there with you, it used to be so much easier when we scanned the code to connect at start, been jacked up since the new google home app in my

experience 

[Klesko12]

ok guys, been working on this for 5hours. I invited my wife's account to the home through my app. Once she installed the app, i attempted to setup the network from her phone(same iphone 13 that i have), SUCCESS. Instantly connected.

[AbigailF]

Hi everyone,

@DiegoSeg, thanks for posting and I’m sorry to hear about your issue. To confirm, is it a Google Wifi router or a Nest Wifi point that you’re trying to set up?

@Klesko12, I appreciate your update. Thanks for your patience in doing the troubleshooting steps. Let me know if you have any other questions and I’ll be happy to help out.
 

Best,

Abi

[DiegoSeg]

It is a Google Wifi. I believe the problem is the Google Home app for iOS. Everyone at home uses iOS, and I tried with multiple phones and all failed, and don't have an android device to work with. But tried with a friend's Android phone and seemed to work, but that is not a solution. Can you please have the iOS app fixed ASAP ? thanks

[LovelyM]

Hello DiegoSeg,

This certainly has not been easy on you. We'll take your thoughts and experiences as feedback. If possible, please send us feedback so our product team can take a look at the crash log reports from your Google Home app. Visit this link for more information.

Please let me know if you need anything since I'm going to lock this thread within 24 hours. If you have further concerns, please feel free to create a new post.

Cheers,
Lovely

[DiegoSeg]

Thanks for the follow up. I am very unhappy with my purchase.

The app behaves in a random way, seems very inmature, and looks like a beta version at best. It is amazing that you charge so much for these pieces of equipment that don't seem to get enough attention from the development teams.

At the end, I did manage to set the product up, but again, trying random things until it worked. I needed to create a different home in my Google Home app, not sure why, and in the new home, I could set up 2 of the 3 wifi points. For the third one, it failed again, but I could set it up from another phone. 

Now, once it was set up, the reach of the Google Wifi points is very poor, even with 3 points, I am not getting much more than what I was getting with the Router from the ISP, I didn't get what I wanted, which is wifi access in adjacent spaces in my house, where the router didn't get. Wifi points don't get there neither, despite being a medium sized house, not a huge deal.

Bottom line, your product is not worth the money, and your support is completely useless, and the software behaves in a random way.

I wish I knew and I would have bought the Nest Wifi, that I have in my other house and works much better. But enough money wasted on you to keep trying.....

[LovelyM]

Hey DiegoSeg,

We appreciate you sharing your experiences and thoughts and we'll take your words as feedback. We'd like to look into the slow internet speed issue that you're having so provide me the following: what's your Internet service provider? What's your internet plan? What's the speed reported in the Google Home app? How about when you run a speed test on another website?

Go ahead and do a 2-minute power cycle on your entire network. Here's how: 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power from the modem then your router and points.

Best regards,

Lovely

[DiegoSeg]

Thanks for the follow up, and sorry I didn’t explain myself. The issue is not about internet speed, but wifi reach. As said, even with 3 access points, I am not getting the coverage I needed, which doesn’t seem to be a big deal.

Speed is not great (it goes down from around 250mbps to 50, but that is tolerable. The issue is that I didn’t get the wifi coverage extended to the places I needed, like the patio.

[LovelyM]

Hi DiegoSeg,

I appreciate the clarification. You can reposition the placement of your Google Nest Wifi points to avoid obstructions. Make sure they are not more than two rooms away from each other and in an elevated area for better performance. Check out this article for more information.

Thanks,
Lovely

[LovelyM]

Hello again DiegoSeg,

Checking in — how's it going? Do you still need help with your mesh network? Feel free to inform me if you still need a helping hand.

Regards,
Lovely

[Dan_A]

Hello again,

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 need assistance or want to discuss topics, feel free to start a new thread.
 

Cheers,

Dan