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Googel nest wifi 2 pack, one is a lemon

MWStewart
Community Member

Bought the 2 pack of Google Nest WiFi and one is a lemon. It won't connect to the WiFi, and the home app keeps suggesting I give it a factory reset, which I have done many times.

I've tried to contact Google support, but no one has ever returned my emails, or messages.

I've had to use my old Nest WiFi for coverage, but it's slow and it sucks. I'd like a replacement for the Google nest WiFi.

I'm posting here as I can't get anyone at google's attention. I have a lot of Google stuff in my house, 2 phones, various speakers, a display, a chromecast, etc. The experience with this WiFi device makes me feel like a chump who fell for Google's ads/promises about ease of use etc.

6 REPLIES 6

David_K
Platinum Product Expert
Platinum Product Expert

To check I understood correctly:

  • You already have an existing Nest Wifi network with a Nest Wifi router and points? Or is it the older Google Wifi units? You can check here: Nest Wifi and Google Wifi products compared - Google Nest Help
  • You've bought some additional Nest Wifi points
  • You were able to setup one of the new points without issue, but the other won't setup?

Assuming that's right:

  • What colour is the light on the troublesome Wifi point?
  • What's the exact error message in the Google Home app?
  • What country are you located in?
  • Where did you buy your original Nest Wifi router and points?
  • Where did you buy your new Nest Wifi points?

Reason for asking about country and place of purchase is to make sure they're all made for the same country.

I'm not sure how you tried to contact support (they don't offer email support at least not in my country). Here is how to contact the Google Nest support team directly.

  1. Go to Contact Us - Google Nest Help
  2. Select "Wifi", type a brief description of the issue, then click "Next".
  3. Click "Other", then click "Next step" until you see the contact options.
  4. Choose to get a call or call or chat with the team as available in your country.

LovelyM
Community Specialist
Community Specialist

Hi MWStewart,

I understand where you are coming from, but getting this information let us figure out what's going on with your Google Nest Wifi devices. If you don't mind, please fill out this form so we can get you the right level of help.

Cheers,
Lovely

LovelyM
Community Specialist
Community Specialist

Hey MWStewart,

Did you happen to get that form filled out? Let me know if you have questions about it.

Sincerely, 
Lovely

LovelyM
Community Specialist
Community Specialist

Hello everyone,

I'm grateful for your help, @David_K.

@MWStewart, thanks for posting. We want to ensure you are good to go. Please reply to this thread with the information asked by David_K if you still need assistance so we can give you a helping hand.

Sincerely,
Lovely

MWStewart
Community Member

hard pass. The last time I went through this copypasta "do everything until you get irritated" automated tech support  nothing changed. I'm ditching your crap at my earliest convenience

LovelyM
Community Specialist
Community Specialist

Hello MWStewart,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Regards, 
Lovely