Cant connect devices to app anymore

[kay2024]

I used to be connected with no problem. I changed from xfinity to verizon and everything stopped and I couldn't get it back on. I then went back to xfinity and now still nothing. The devices won't even appear on the app they fail the set up every time. I can't do factory reset because my devices aren't in the app. I have no idea what to do. I need my internet to work at high speed and all over my house and it is no longer doing that

[nerys]

Hi kay2024,

Thanks for posting in the community!

I'm so sorry to hear that your Nest WiFi devices are not connecting to your Google Home app after you changed your ISP. No worries; I'm here to help! To assist you better, I just have a few questions for you to understand what exactly is happening.

• What's the color of the lights on the parent and child points? Does the device’s LED pulse orange?
• Did you get a message in the Home app when you added a child point?

Knowing this information will allow me to provide you with the best steps to solve this as soon as possible.

If you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.