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Google Nest Mesh system not connecting to T-mobile Gateway

Spencer88
Community Member

‎11-24-2023 03:48 PM

I recently started having internet connection issues. My current set up is a T-mobile Gateway 5G Modem/Router to 3 Google Nest Wifi pucks. I’ve had these pucks for about 2 years and they’ve been wonderful. However, due to slow internet speeds and connectivity issues these past few days,  I did a factory reset on the T-mobile Gateway and the Google nest pucks. I replaced the T-mobile Gateway to an updated model, but I have been unable to reconnect my 3 Google Nest pucks. Each time I go through the Google Home app and try to connect a Google Nest puck, it tells me it cannot connect to the network. I’m at a loss of what to do at this point. The customer service number at the bottom of the puck has since been discontinued, so I’m at a standstill of what to do at this point. Please help

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Dan_A
Community Specialist
Community Specialist

‎11-27-2023 12:29 PM

Hi Spencer88,

 

Thanks for posting and apologies for the inconvenience ― let's get this sorted out. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Also, do you have Internet from your modem?
 

Give these steps a try:

 

  1. Inspect the bottom of your main point for the setup network and setup code.
  2. Go to your phone's settings, then WiFi. Then check if that same setup network will appear as one of the available WiFi networks your phone can connect to.
  3. If already connected, I need you to forget that network and reconnect back.
  4. If not yet, you can connect to it and use the setup code as the password.
  5. Turn off your cellular data and make sure that your Bluetooth and location services are on. Then check if you can still access the Internet while only connected to the setup network.
  6. Reinstall your Google Home app.
  7. Attempt setup.
  8. Try another phone.
  9. If the issue persists, factory reset your device.

 

You may also try these steps:

 

  1. When you get "Something went wrong" on your phone when adding a point to the wifi network, leave the setup.
  2. Go to "Network Settings" and restart the entire network.
  3. Once devices are back up, go to the devices tab at the bottom of the Google Home app. You will see your point under a heading called "Local." Click on it, and it will take you to a setup screen where you can successfully add it to the network.
  4. Run a mesh test to confirm that the network is set up properly.

 

Let us know how it goes.

 

Best,

Dan

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