Connect a new Next Google Point to an existing Mesh router

[ttantrum11]

Hello,

Can I add any new points to my google wifi network?

I have trouble connecting a new Nest google point to my existing mesh router. After selecting "add new device" and choosing my home, select the Nest point from devices found. I get the prompt for the 8-digit code. QR code scan does not work.  After I add the code the get a "connection failed" message. This is where I am stuck. Any suggestions?

Thank you

[listairee]

Hello @ttantrum11,

Thanks for reaching out. Did you try factory resetting the Nest Wifi point? You can follow this step-by-step guide for perform the factory reset. You can then try to add the device again by using this guide.

Hope this helps! 🙂

[ttantrum11]

hi @listairee, yes I tried the factory settings twice and it still does not work. Also,the scan QR code does not work either. When I enter the 8-digit code is shows connection failed. This is where I am stuck.

 

[listairee]

Hello @ttantrum11,

Unfortunately, you might have gotten a defective unit. If you purchased this through the Google Store, you will need to go through support to get a replacement. If you've purchased it through a retail store, you can go back to the retailer and get a replacement. 

Hope that helps! 🙂

[ttantrum11]

It does not help. Are you sure it’s faulty? I purchase it in Best Buy. I don’t know where the original box is. 

[listairee]

Hello @ttantrum11, 

More than likely, yes, it might be a faulty device. A previous user was having the same issue too, which you can refer to here.

Hope that helps! 🙂

[AbigailF]

Hey folks, 

Thanks for lending a hand, @listairee.
@ttantrum11, apologies for the late reply. I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

[AbigailF]

Hi everyone,

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

Best, 
Abi

[AbigailF]

Hello again folks,

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.

Regards, 
Abi