Google Nest WiFi router LAN port not working

[Mabio]

Though there are many threads on this same issue I thought I should start another one to highlight the not-uncommon problem.

I had a perfectly functioning two-point Google Nest WiFi system for 14 months.  My home fibre ONT fed directly to the WAN port on the Google router via ethernet.  From the Google router I had an ethernet cable connecting the LAN port of the router with an unmanaged switch.  The switch then feeds a handful of wired devices.

All was working perfectly with this system for 14 months.  Then I noticed the wired devices were offline.  After extensive troubleshooting (numerous factory resets of Google router, new cables, bypassing the switch and plugging directly into a laptop to test LAN  port of router), Google agreed that it was a malfunctioning unit and replaced it.  I got the replacement, connected it, set it up and now discover the same exact behavior:  wifi works fine, but nothing with a wired connection leading to the LAN port works.  

I can see some of the devices within the Google home app (though they come and go), but none of the devices get internet access.  Connecting one laptop directly to the LAN port with a known working ethernet cable (tried a CAT 6 and a CAT 5e) results in no internet connection for the laptop.

[EmersonB]

Hello everybody,

@Mabio how's it going? I've checked your case and wanted to know if you were able to receive the last email that the support team sent you?

Keep us posted.

I appreciate the help @mel and @olavrb.

Regards,
Emerson

[Mabio]

Hi @EmersonB ,

It's been as frustrating as usual. I thought I had found some sincere help when I heard back from a person named Joey who is presumably some sort of manager in the WiFi team.  However, my heart sank when I got the last email telling me to redo troubleshooting steps I did more than a month ago and send him the information.  It's like thinking you're finally making a step forward but then being told to take five steps back.

I will go through the hassle of taking a laptop home from work to connect to the lan port so I can then send the status info yet again, but in all reality I have no faith that Google will ever fix this.  But at this point I'm determined to not let them frustrate me into silence.

[Mabio]

@EmersonB  - oh, and I'm wondering which case you checked up on.  I seemingly have two going since every time I try to contact people through chat or phone I get given a new case number.

5-5682000032825

6-0088000032959

[EmersonB]

Hi Mabio,

That certainly hasn’t been easy for you. When you call us the system will always generate a new case number. So I would suggest the next time you call us you just have to give them your case number so that the representative can check your previous case. It will save you time repeating yourself again and you can continue where you left off. The case number that I've checked was the 6-0088000032959.

Thanks,
Emerson

[Mabio]

@EmersonB , I give them my case number every time I contact them but yet still a new one was generated.  The one where a supposed manager named Joey is asking for troubleshooting steps is 5-5682000032825.

I've now done those troubleshooting steps again, and have sent the information off in a reply email again.  Will I get a reply with meaningful information?  Will I get resolution and renewed full access to my very expensive mesh system (or get a replacement that fully works as intended)?  

If you can't answer those questions, can you at least guide me on how to proceed when, as I fully expect, nothing happens yet again?  This has gone on for too long and zero progress has been made.  It has to end.

[Jhonleanmel]

Hi Mabio,

Thanks for clarifying that. I checked your case and there has been an ongoing conversation with you recently. I recommend waiting for the reply for now. We appreciate your patience.

Best,

Mel

[Mabio]

Update: I've been running from our fibre ONT to our ISP router, using that for wired connections and then going out of that into the Nest router WAN port to use the Google Nest mesh for wifi - in other words, running two subnets through the house just so everything works.  Not optimal.

In any case, I had a look at the Nest router status today and notice that the firmware has updated since last week.  My unit went from 14150.43.81 to 14150.376.32.  With this knowledge I decided to factory reset and see if the LAN connection issue has been fixed.  

Successfully set up the system from factory reset (after three tries where it wouldn't accept my correct PPPoE settings), confirmed working wifi and access point, attached an ethernet cable from the LAN port to my laptop, held my breath, said a prayer...and was greeted with the same "Unidentified network. No internet" message.  Switched cables, same result.  Tried I to a switch feeding multiple wired devices, still no ethernet Internet.  

In other words, still broken.  Guess I'll go through the process of getting a THIRD router sent to me so I can spend hours trying to get what once worked so well (i.e. what I paid for).

[Mabio]

UPDATE: I called support today and requested that the replacement be processed while I was on the phone with them, as the last time I sent all the required information only to then get a reply email requesting more troubleshooting.  A second replacement has now been processed and I will be getting the new router in a week or so.

My question now is:  what do you Nest router experts recommend I do when setting it up?  Do I film myself?  Do I have a wifi team member on the phone as I set it up?  Because I have every reason to believe that this one is going to have updated software pushed to it upon setup that will kill the LAN port.  And if/when a third unit develops this issue I can only imagine the difficulty of getting Google to refund or replace it yet again.

So, what would you do in this situation?

[Jhonleanmel]

Hi Mabio,

Thanks for the update. I suggest following this link during setup process. You could also reach out to our phone support so they can guide you in real-time while setting up.

Best,

Mel

[Mabio]

Hi @Jhonleanmel ,

The link you shared seems to just explain the normal Nest router setup process.  I'm well-versed in that process, as the past three months of endlessly repeating it can attest.  My question is more along the lines of "how can I prove to Google that even though I'm following their instructions exactly, the LAN port might not work for a third time?"

[rpunnoose]

I found this thread as I was searching for a resolution to the same problem.  there is no connectivity through the wired port. it is not a physical wiring problem. I've power cycled, and reset every part of my network. Firmware version on router is 14150.376.32.  

[Mabio]

Best of luck to you as you start off on what for me has been a most unpleasant road to resolution with the Google WiFi team.  I'll be most curious to hear if you get a replacement and if the replacement works as intended.  Please do keep us informed.

[rpunnoose]

It started working again after multiple network restarts and power cycled. but now 24 hrs later the wired connection stopped working again

[Jhonleanmel]

Hey folks,

@Mabio, thanks for the update, please check your email as we need you to respond to it regarding your Case ID 5-5682000032825.

@rpunnoose, I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Mel

[Mabio]

@Jhonleanmel I'm not sure what response you're waiting for.  I received an email regarding that case number on Nov. 2 after which the return was processed over the phone.  

[Mabio]

UPDATE: 2nd replacement router received and installed - working.

As confirmation that I have not done anything wrong on my end, I received the latest replacement (to replace the last replacement), plugged it in, and after well more than an hour of trying the setup process, retrying, trying again and then again a few more times...I'm right now experiencing both wifi and wired devices getting a connection.  

Nothing changed in my network topology.  I repeat: NOTHING CHANGED IN MY NETWORK TOPOLOGY.

My issues were two Google device faults - and I can say this with 100% certainty now.  However, whether Google will investigate further into the returned devices remains to be seen.

As for the flaky setup process...that's another matter completely.  I experienced every random error you can find in these forums: failure due to "vlan id tagging not supported", failure due to correct PPPoE settings not being accepted, failure due to the suitably vague "Request failed.  Your request could not be completed", failure by not being able to change LAN settings to custom ip address and range...

Eventually, like landing on a slot machine jackpot, I got to the end of a setup attempt with no errors...and here I am with functioning wired LAN port.  

[Jhonleanmel]

Hi Mabio,

Awesome — glad to hear that your issue is fixed. I understand it took a while, but we make sure to help out until you are satisfied. Thanks for being very patient with the process.

It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

Best, 
Mel

[Hell666]

I have same issue and didn't find help here... 

[LovelyM]

Hello Hell666,

Thanks for reaching out. We'd love to help. 

Please share more details about the issue that you are having so I can better assist you. I'll be waiting for your response.

Best, 
Lovely

[LovelyM]

Hi Hell666,

I know it has been a while, but I want to ensure that everything is covered on your end. Please inform me if you still need a helping hand.

Cheers,
Lovely

[LovelyM]

Hey there,

It's me again. I'll be locking this thread in the next 24 hours. If you have new issues, updates or discussion topics, feel free to start a new thread here in the Community.

Thanks, 
Lovely