Google Nest Mesh Wi-Fi Issues

[galaia2004]

Hi there,

I have a Google Nest Wi-Fi router connected via cable to my internet router (Sky Q). The router is working as expected, and devices can connect.

I also have 3 x Google Wi-Fi Mesh Points which are in different rooms in the house to provide better connectivity in other rooms.

Everything was working until yesterday. All 3x mesh points are now showing flashing orange lights and are no longer providing internet connectivity.

I’ve tried a factory reset on all of the devices. The main router appears to be working as expected. I am unable to connect any of the Mesh Points wirelessly even after a factory reset.

When adding a new Mesh Point (after factory reset), in the last part of the setup it says the device is out of range. I have done the setup with the Mesh Point next to the main Next router but still get the same message.

The only way I’ve been able to connect the Mesh Points is using a network cable to connect it to the Nest router during setup. This will the complete the setup and the device shows correctly in the app. As soon as the Mesh Point is disconnected from the cable though it returns to a flashing orange light and no connectivity.

Not sure what else to try. It appears as though the ‘mesh’ network does not connect, even though other devices (mobiles, tablets etc.) do connect to the Nest router.

Any suggestions on what to try next would be appreciated.

Many thanks.

[David_K]

The flashing orange light means the Wifi point has no internet connection. As you're using an iOS device, there a some iOS specific things you can check to avoid issues during setup:

Troubleshoot setup with iOS - Google Nest Help

I would also recommend trying these steps:

1. Disconnect the power from your Sky Q router and modem if you have one.
2. Disconnect the power and the ethernet cable from the Nest Wifi router.
   
3. Disconnect the power from all your Nest Wifi or Google Wifi points.
4. Allow all devices to stay disconnected from the power for 2 to 3 minutes
   
5. Once done, connect the power back to the modem only (if you have one), and wait for it to fully back online (all lights should be lit up before moving to the next step). 
6. Connect the power back to your modem and wait for it to be fully back online.
7. After the modem and router are back online, connect the ethernet cable back to the Nest Wifi router's WAN port (globe symbol).
8. Connect the power back to your first Wifi point and retry setup.

If you've checked all those things and are still experiencing issues:

• What country are you located in?
• Where did you buy your Nest Wifi router from? Where did you buy your Google Wifi points from?

--

Was davidking's reply helpful? Consider using "Recommend this answer" to help other community users find answers faster.

[LovelyM]

Hello everyone,

Your help here is greatly appreciated, @David_K.

@galaia2004, thanks for reaching out. I'm checking in to see if you were able to do the steps suggested by davidking above. I want to make sure everything is covered on your end, so let me know if you still need help.

Sincerely,
Lovely

[galaia2004]

@David_K many thanks for your reply about this issue.

I have been able to fix the issue, although the resolution was not what I expected, and I wanted to add it here in case other people come across a similar issue in the future.

I'd been through the steps that you mentioned and factory reset the Google Nest Wi-Fi router and mesh points several times with no success. The remote points would only connect when physically plugged into the Google Nest router.

I then found another issue on Sunday with Sky Q, as neither the main Sky Q box (with satellite connections) or the Sky Q Mini boxes had any network connectivity. The Sky Q router was working fine, and the Google Nest Router (connected to it) were both working as expected, but the Nest mesh points, and the Sky Q boxes would connect.

I'd spent a few hours on a very helpful Google support Facebook Messenger chat on Saturday evening, and then another couple of hours on a call with a Sky engineer on Sunday. The Sky Q Mini boxes were unplugged and we tried unsuccessfully to get the Sky Q main box to connect to the Sky Q Router. The final check involved unplugging and moving the Sky Q Router to connect directly to the main Sky Q box with an ethernet cable, where it did make a connection. However, when the Sky Q Router was put back, the Sky Q main box would not connect.

The Sky engineer, who was fantastic, suggested it was a faulty Sky Q main box and was able to arrange a replacement for delivery the following day (an engineer would have meant a wait of three weeks!). With the replacement Sky Q main box in place the following day it connected to the Sky Q Router, as did the Sky Q Mini boxes.

I then restarted the Google Nest mesh points and they all came back up successfully, and returned to the usual solid white light. I'm not sure why this was the issue, however a faulty Sky Q main box appears to have been the cause. I can only assume that although the Google Nest mesh was working, the internet connectivity from the mesh points was making connections to the Sky Q boxes, which could not connect to the router. Maybe someone will be able to explain the technical details of why this caused the issue.

Very pleased though to have it all working again, great support from both Google and Sky, thank you for your replies in this thread, and I hope this may help someone else in the future with a similar issue.

[LovelyM]

Hi galaia2004,

I really appreciate you sharing these details with us. This would really help other community members who may have issues similar to yours. I'm also glad that your Google Nest mesh system is working as it should. Please let me know if you need anything since I'm going to lock this thread within 24 hours. If you have further concerns, please feel free to create a new post.

Cheers,
Lovely

[David_K]

No problem at all, glad it's resolved for you!