Cannot add Google Nest wifi point to router

[phil13]

Hi - I have had the google Nest wifi for over 3 years. Last week both my wifi points lost connection with the router and would not re-connect. I reset both the points and tried to add them back to my mesh via the google home app. The entire process goes through successfully(discovering the point , entering the code etc.) except at the last step when it is supposed to complete it gives me an error saying unable to communicate with the wifi point and it exits. No matter how many  I try it I get the same result.

Philip

[PD6]

I have the same issue.

[jenniffert]

Hi there,

Thanks for posting here in the community! I'm sorry to hear that your Nest WiFi point is unable to connect to the router. Help's here!

I appreciate the effort already performed. Let's try these steps:

• Remove the Nest WiFi point from the Google Home app. You can refer to the next article: Remove Google devices from the Google Home app.
• Delete the Google Home app from your phone, and then install it again with the latest version.
• Perform a factory reset on the device by pressing and holding the button located at the bottom of the point. This button is marked with a circle.
  • Press and hold the factory reset button on your point.
  • After about 5 seconds, your device will begin the factory reset process. Continue to hold the button for about 10 seconds. Note: Don't release the button until there's a sound confirming the device is resetting.
• Move closer to the main router, add the Nest WiFi point through the Google Home app, and follow the steps on the screen to set up the point.

Let me know how it goes.

Best regards,

Jenniffer

[phil13]

I tried what you suggested. I get the same result. It still goes through successfully but then fails to add the wifi point  to the mesh. I don't understand why it was working till two weeks ago and now it has stopped. Please help.

[jenniffert]

Hey everyone,

Thank you for following up and for your efforts in troubleshooting this situation. I'm sorry to hear the steps haven't resolved the issue.

I'd be happy to take a look into this for you by filling out this form, which will provide all the information required for further assistance. Please let me know once you've completed the form.

Please keep me posted.

Best regards,

Jenniffer

[PD6]

We have tried absolutely every troubleshooting step that both google and other users have to offer on every search I can find.  There is plenty of others with the same issue so it's easy to find threads on the topic.  Nothing helps.  We are now just running off the router node and even it keeps dropping out and only provides 2.4Ghz.  I am done with it and have ordered another mesh system.

[phil13]

Hi - I have managed to resolve the issue. The key change that I made was that when I was asked for the QR code/ key from the router , I was previously providing the code from my main wifi router. This time I inputted the code from the bottom of the wifi access point and it was accepted and then the wifi point was added successfully. I don't know if this is the reason why others have had trouble or not. 

Phil