Devices no longer connect to Nest Pro

[mrphil85]

I live in an old property with thick walls and after trying a few booster options, one fateful call with my ISP support, we agreed trying a mesh system would be the best solution. 

I bought Google Nest Pro and for two blissful months I had no issues. 150mbs for the first time in my life reliably across all rooms and devices thanks to the mesh. This was plugging directly into the modem using ppoe to setup the mesh and not needing to use the ISP router. 

Then out of nowhere the problems started. Laptops couldn't connect ("no internet, secured" WiFi connection) and android phone said "no data connection". One Google Nest Pro power plug stopped working (coincidence I'm thinking more than related to connection issues). I called my ISP and of course there was little help they could provide without me setting up their router again to run diagnostics on the line. Low and behold, no issue with broadband coming into the house and everything connected happily to the ISP router WiFi. 

I've since tried what feels like everything. 

- plugging the Google nest router into a LAN port in the ISP router 

- putting the ISP router in bridge mode whilst plugging the Google nest into a LAN port 

- going back to plugging into the modem to replicate when everything worked originally 

- messing with ipv6 turned on and off, static IP addresses, manual IP addresses, preference for 2ghz over 5ghz, reviewing channel usage

- lots of factory resets and on and off buttons

I am totally lost and at the end of my tether. Any help would be really appreciated and apologies if I sound stupid and lost (as Reddit community confirmed). I have had some success. 

- I can get mobile phones, security cameras and Roku to connect to the nest WiFi occasionally 

- I cannot get any laptop to connect, always get "no internet, secured" despite messing with IP address setups across 4 and 6

- I cannot connect from the nest pro router via ethernet, it cannot detect a network or connection via ethernet 

ISP are happy they are providing broadband to the house and their router works. the problem must be with how the Google nest pro routers are passing on the connection. 

Once again, any help please would be massively appreciated 

[Rusell]

Hi Mrphil85,

Thank you for posting in the community. I’m sorry that your devices can't connect to the Google Nest WiFi Pro router. I appreciate your troubleshooting efforts in this situation. I understand how frustrating this must be. Help is here.

To move forward, I'd like to share some additional steps below:

•   Check for any special characters or spaces in the network name or password
  • If so, remove any spaces or special characters if there's any.
• Change the Wifi network password
  • Open the Google Home app Google Home app.
    
  • Tap Favorites.
    
  • Tap Wifi.
    
  • Tap Network settings Settings.
    
  • Enter a new network password. Click the eye icon to have the password appear in plain text.
  • Once done, tap Save.
    
• Confirm if your devices are up to date 
• Restart your Google Nest WiFi Pro router  
  • Unplug the power cable from your Wifi device.
    
  • Wait 10-20 seconds for it to fully power off.
    
  • Plug the power cable back into your Wifi device.
    
  • Wait 1 to 2 minutes for it to fully power on.
    

Keep me posted.

Best regards,

Rusell. 

[mrphil85]

Hi Rusell

Firstly, thanks for replying. 

I don't have any special characters, but have tried renaming the SSID and password but that has not fixed the issue. 

I've also tried factory resetting many many times without any change in outcome. 

Thanks 

[Rusell]

Hi Mrphil85,

Thank you for the update. I appreciate that you did the troubleshooting steps that I shared with you before.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Be sure to submit the following relevant information:

• Community Thread
• Community Username
• Email address

Keep me posted.

Best regards,

Rusell.

[Rusell]

Hi Mrphil85,

I haven't hear from you in a while please submit the information with the previous link provided.
If you still need assistance please reach out to us.

Regards,

Rusell.

[mrphil85]

Hi Rusell

I have sent the form in from the link provided but I am just repeating everything from above. 

There must be a reason some devices can connect to the router (Roku and security cameras - these may only run off 2.5ghz) but laptops cannot at all and mobile phones only connect on some occasions. 

Everything is still able to connect very happily and successfully from an ISP router. If I switch back to Google products, it starts to fail again. 

If this cannot be resolved and given they started failing after only 6 weeks (conveniently for Google whilst under warranty, they could no longer be returned for a refund), surely a fully refund should be provided?