Failure to add new points - incompatible

[Matar1]

i have bought 3 new 2020 google wifi points (they have no physical reset button), i want to add them to the existing network of google wifi 2016. I was able to add only one device/point to the network after so many trials and issues. At the end i did a factory reset for the new two points through the app and afterwards i started getting incompatible message. What to do. Did i loose my money for nothing. It took me hours its really annoying. 

My main point is the same one as the old and i have all points hard wired with a switch. I had no issues during the last couple of months with high speeds. 

[Jeff]

Hey, Matar1.

Sorry for the issues you're having getting all your WiFi points online. That sounds frustrating. Let's get this working for you.

I do have a few questions that might help us out here.

• What does the incompatible message say that you're seeing?
• Are these additional points new, or did you buy them secondhand?
• Where did you purchase the newest points?
• What country do you reside in?

If you can let me know a little more, we can get this figured out. I look forward to hearing back from you. Thanks.

[Matar1]

Hello. The points are brand new from a supplier on Amazon CA. I reside in a country where they are not supported but I've been using them for 3 years. The message I’m getting is a simple opps we noticed its not compatible with the new network. One of these points is working somehow. Ive spoken to google and they checked that they are compatible. I would not like to do a full reset hopefully, whats your thoughts on this

[Jeff]

Matar1, thanks for the added info.

This is an issue that we're tracking internally and I'm going to go ahead and escalate your case to a team that is already looking into this issue. They may contact you using the email address you used to sign up with on the forum. If I find out anything as we go along, I'll update the thread and if anything changes on your end, please feel free to let me know here.

Thanks.

[Matar1]

Hello Jeff. Many thanks for your support. I will be there to if any answers needs to be provided anytime. Its really frustrating. When I contacted google they mentioned that i need to turn off all devices for certain time and plug them back but didn’t  work as well. To add i have a device set as offline on my network but i cannot remove it as it says cannot connect to cloud, BTW who’s the team? Is it regular community people or is it from google? And how long is it going to take?

[Jeff]

Hey, Matar1.

The team is all internal here at Google. They're made up of support specialists and, at times, engineering. There's definitely a big support team behind what you can see here on the forums.

Thanks.

[Jeff]

Hey, Matar1.

I just wanted to check up on things and see if you were able to get in touch with support and to see if you were able to get this sorted out or if you needed any help. If so, just let me know and I'll be happy to keep helping.

Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks

[Matar1]

Hello. The points are brand new from a supplier on Amazon CA. I reside in a country where they are not supported but I've been using them for 3 years. The message I’m getting is a simple opps we noticed its not compatible with the new network. One of these points is working somehow. Ive spoken to google and they checked that they are compatible. I would not like to do a full reset hopefully, whats your thoughts on this