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Google Nest Wifi setup with Spectrum Modem

scottperz
Community Member

Hi,

I had Spectrum internet at previous house and had my Next Wifi connected to it without any issues.  I am in the process of moving and received a newer Spectrum modem to use at my new address.  I tried for hours to get the Nest connected to the modem with no luck.  I had a Spectrum service person at the house today to troubleshoot the problem, and he was able to confirm that the modem is working properly by connecting a Spectrum Router to it.  I tried resetting the Nest, and I followed the setup instructions on the Google Home App numerous times without any luck.  I get as far as connecting to the router, but it always fails while trying to obtain a connection to the modem/internet.

Anyone else experience this problem?  Any tips on things to try?  I really want to use this router at my new location, but I'm getting extremely frustrated trying to get things setup.

Thanks in advance

Scott

167 REPLIES 167

KathyDe
Community Member

Having the same issue - no internet connection!  I haven’t found the Joe Z post yet!
connect from coaxial to modem

no router attached except Google nest wifi

internet not connected

call to spectrum , reboot & modem show it’s working

 

The only thing that worked for me was a factory reset of the Google wifi.    There is a little button on the bottom, press for a few seconds and it will reset.  After that you have to set it up again in Google home.   Then do the same for any mesh routers.    Once I did that it worked fine, its just a pain to have go do

Jeff
Community Specialist
Community Specialist

Hi, EricDeanMorse.

Do you mind sharing what the error says when the setup fails?

Thanks.

Same problem everyone has, that google keeps dancing around. The Nest WiFi does not work, or play well with a Spectrum only Modem. I reinstalled the old Spectrum router, added/bridged the old google wifi router back onto that, then added 2 google wifi points and 2 nest wifi points. Seems to work but now I am stuck with a brand new nest wifi router (brick). BTW, why do not only the nest wifi points NOT come with a QR code on the back but the ID numbers on the rubber base are SO small you need a magnifying glass to see them? SMH. Come on Google, your losing me...

Jeff
Community Specialist
Community Specialist

Hey, Gvmeliberty.
The update version for both Google WiFi and Nest WiFi will be 14150.43.80. If you are seeing a different version number when you check in Google Home, you have yet to receive the updated firmware. Let me know if you have any questions about that.
Thanks.

Gurusatoshi
Community Member

How do you apply this patch?

How do I find out the firmware version if I can't set up the device (because it won't connect to the internet). I just moved to a new apartment where Spectrum is the only option, and I'm having the same issue. My router is connected directly to the modem, which is connected to the street. Internet works fantastic if I plug my computer directly into the modem, but Google WiFi won't recognize the connection. I don't have any old routers to try and use. Are you saying I have to buy or rent another router in order to get the firmware updated on the Google one? Seems crazy. If that's the case, I would probably ditch the Nest and feel a little less excited about purchasing future Google products. Hoping I don't end up spending hours on this like many of the other posters.

Did spectrum give you a modem and router?

I paid for a modem only because I already had the Nest of course.

What's your contact info. I'll try to talk to thru it.

Just an update. After a couple hours on the phone with Google support, we fully reset everything including removing the coaxial cable from the modem (hadn't done that before), then called Spectrum together to have them do some sort of reset on their end. Finally worked!

Jeff
Community Specialist
Community Specialist

Thanks for sharing what worked for you. This has been an odd issue and we've seen lots of reports of bumpy issues with Spectrum, but neither Spectrum nor our teams can find a reason why. For those that haven't tried some of the reported fixes here, give those a go and let me know if they work for you.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, all.

I'm checking in again here. I have a meeting with an internal team today and I'm hoping to discuss this thread again. Is there anyone here having issues that is NOT using Spectrum, or is everyone here a Spectrum user?

Thanks.

MacQ32
Community Member

I'm a bit late but I'm a WoW user (formerly Knology ~8+ years ago). Their service has been gold in general.

 

Just got a MB8600 modem and this router and the router isn't recognizing the connection but my NAS will.

 

Coax>8600>Ethernet>nest wifi (globe icon). Light on

Could you assist or consider my use case?

noe6
Community Member

I'm a Spectrum user and I'm having the problem and wondering if we need to put the spectrum modem into "bridge mode"

Jeff
Community Specialist
Community Specialist

Thanks for the update, Gvmeliberty. That's actually a really helpful. This is something we're continuing to see, so any reports of a fix are appreciated.

Jeff
Community Specialist
Community Specialist

Hi, all.

I brought this to attention with an internal team once more. I'm gathering reports now and when I hear more from our teams I'll update you all here.

Thanks.

rxcats
Community Member

Hi Jeff. I posted another thread a few weeks ago and you replied by telling me how to delete the old network from the home app. I had tried to set up an older Google mesh router (1st generation) at my parents house. Although I was unsuccessful, it did create a network (non-functional) that needed to be deleted. I did that, but still have not been able to successfully add a Google (now Nest/2nd generation version) to my parent's Home app. At one point I thought it was because of the Spectrum modem. I switched out to a brand new Surfboard modem, but still get error message right after scanning QR code on Nest. Brother had a friend who sets up networks for a living try. He had no luck. Mom says he was on the phone with several people from Google for nearly 2 hours and was not able to get it to work. Unfortunately I'm back in San Francisco now (parents in Charlotte) so I'm not "hands on". I'm considering giving my parents the Amazon Eero Pro 6E that I have and putting the Nest back as my Router (essentially trading with them). I'm hearing that Eero is not having any issues with Spectrum and I know Google Nest works fine with Google Webpass (my IP). Is there anything new with this apparently well known Google/Spectrum issue?

Jeff
Community Specialist
Community Specialist

Hey, Wildhaven.

Sorry to hear that you're still having issues. I'll contact an internal team and let them know that even after the service outage that we're still seeing the same problem. I'll let you know when I hear back.

Thanks.

ValS
Community Member

JoeZ's solution worked for me

Whats going on with this Jeff? A lot of us are beyond frustrated at this point.

MWDubs
Community Member

Update: Spent hours on the phone with ineffective google support. Emailing google support back and forth saying they’re “escalating” then telling me to do the same ineffective troubleshooting over and over. The Next router and new spectrum modem simply do not work together. I threw in the towel and bought new Eero mesh system. Works like a charm no issues so far. Though still very unhappy because I’ve had my nest wifi gear for over a year and now they are all out of warranty. Also can’t find anywhere online to sell. Google support would not offer me any kind of compensation to get rid of 4 nest points. HUNDREDS of dollars wasted. Go eeros. Nest is garbage and their support is worse. 

stucumber
Community Member

Same situation for me -- modem only from spectrum, Nest router is connected directly to the modem via the WAN port (glove) on the Nest. I haven't attempted setting up any points yet. In my case, the light on the router remains pulsing white when I run into trouble after connecting while setting up the WiFi network.

I just set up a new Nest Router and had to perform a Spectrum modem restart using my Spectrum app. MySpectrum Services tab->Restart Equipment 

It would not connect until I did this. 

MWDubs
Community Member

I am having this exact same issue. Spectrum recently sent me a new modem. I got it connected and set up. It is just a modem. Trying to connect directly to nest wifi router. Going through setup it stops when trying to connect to the internet. It says Connection Issue: The modem isn’t giving your wifi point an internet connection. When I plug the modem directly into a computer via Ethernet the internet works fine, so it’s not a spectrum issue. I just spent over an hour on the phone with google support and they did not fix the issue. I don’t know what to do next, but I’d really like to avoid having to buy a new router since I spent so much on the google nest router and points. It all worked fine before switching to this new modem. 

MWDubs
Community Member

Update: Spent hours on the phone with ineffective google support. Emailing google support back and forth saying they’re “escalating” then telling me to do the same ineffective troubleshooting over and over. The Next router and new spectrum modem simply do not work together. I threw in the towel and bought new Eero mesh system. Works like a charm no issues so far. Though still very unhappy because I’ve had my nest wifi gear for over a year and now they are all out of warranty. Also can’t find anywhere online to sell. Google support would not offer me any kind of compensation to get rid of 4 nest points. HUNDREDS of dollars wasted. Go eeros. Nest is garbage and their support is worse. 

Adam9218
Community Member

I switched to TP.. it’s sad google couldn’t get it together. When it was working the nest was great.. but I can’t live with reliability issues of it going out every 2 months for hours with no clear way to get it working.  I have had 0 issues with my new routers 

Dbdsy
Community Member

The cable comes directly to the spectrum modem. When I try to hook my Google router to the modem, it just simply comes up flashing red

SergeMedia
Community Member

I’m having the same exact issues. 

SergeMedia
Community Member

Okay I figured it out. I had to reset my Google nest via the Google home app. 

ValS
Community Member

So...it is now Dec 6th and I have tried repeatedly to set up my Nest Mesh Wifi directly to my Spectrum Modem...crickets.  It fails every time by being unable to see the internet when all my other devices are working.  What on earth is going on???  Is there anyone out there who can help?

JoeZ
Community Member

Same here! It has to be the Google router. By connecting the router to the other router (in series) I was able to set the Google router, however it defeats the purpose of having the Google router specially when the download speeds are better with the old router. Is disappointing to hear that for more than a month all you guys are getting "sorry to hear you have problems..." but to concrete solution. Let's see what reaction I would get from this posting.

Texas
Community Member

Hi all,

 

I am having the same exact issue. I was told Google Nest Wifi was really good and I moved into a new house and tried wifi (and was planning to get Google thermostat and security as well) but I am disappointed by the lack of solution provided by Google. Had spectrum tech come to home abs install new wires form the box all the way to the home. Spectrum modem is online but no matter what the Google neat wifi doesn’t connect to the modem. Left a sour taste in the mouth. Planning to return the shoddily designed Google Neat wifi router if I don’t hear back from Google in a day. Customer service at its nadir! And these routers arent cheap for customers to be treated with such apathy by Google!

BudaTexas
Community Member

I'm having the same issues! I have a Spectrum account and modem that is just a modem. I was super pumped about the Nest WiFi with additional access points. I went ahead and set it up. Pretty easy to setup. However, no internet what so ever. I had two Spectrum techs out to trouble shoot the hardware. Not to mention the time on the phone with Spectrum before the techs came out. They replaced the cable from the power pole to my house, swapped multiple routers, performed any test they could think of. Checked their infrastructure point. Still nothing. The morning after, I plugged in my old router and it connected to the internet right away. I am so disappointed that there is no solution for this. I literally bought thousands of dollars worth of Nest Equipment, doorbell, flood light cameras, indoor cameras, door lock, multiple speakers, a hub max, a hub mini and this Nest WiFi to tie them all together. Except I can't. 

JoeZ
Community Member

Hi, I was finally able to figure it out. I connected the Google wifi via the ethernet cable to the old router. It goes thru the process of connecting, I ended up with two routers in series. After the Google router got the data it needed to set a new network I unplugged the power on both the modem and the Google router. I connected the Google router to the modem via the ethernet cable, waited 2+ minutes, then connected the power to the modem. I waited another 2+minutes and connected the power to the Google router, I waited another 2+minutes, and it finally worked. I hope this helps.

VP2IN
Community Member

Hi JoeZ - Your approach finally worked for me. I had the same issue that everyone listed above but the step by step sequence as suggested by you did the magic. 

ValS
Community Member

WOOHOO....your solution worked Happy New Year!!

Anonymous
Not applicable

I wish I could say this worked for me but it doesn't. You've explained it pretty clearly but even when using your steps, I still cannot get the Google Nest Wifi to connect to my wifi through Google Home. I can actually select the Google router and use it for wireless within the house, but I cannot get it to connect through the Google Home app like it should. I want it to replace my Spectrum router, not run through it.

 

How did you get your Google router to get the data it needed? 

 

On a side note, I have spent multiple hours on the phone with Google and Spectrum and no one can figure it out. The whole situation is completely ridiculous that neither one of them know what to do to correct this issue.

Jessalready
Community Member

Going to try this tomorrow.  I’ve been so frustrated all evening! 

NRHTX2006
Community Member

What did Google do that everyone is having these issues.

My sister had the same situation, I tried to help her by following your instructions. She has the black Spectrum modem. I told her to turn the modem off and wait about 2 mins, I told her to connect the Google Wifi from the spectrum modem directly to the back of the GWifi in the globe slot. The GWifi started blinking pulsing blue and I told her to open the app on her IOS and follow the instructions. She was able to get connected, but in the end, she received the same message (Problem connecting Please check if you're online) Before connecting I had her connect directly to her laptop with the network wire and everything worked fine. Then she connected the renter Spectrum router and that was also working.
I had her follow your instructions to the T and she was not able to connect via the Google Home app.
Here is the strange thing, the GWifi was still blinking pulsing blue and GWifi was broadcasting the wifi signal and she was able to connect to her laptop with this setup and the password behind the GWifi. However, because she was not able to connect via the Google Home app via the IOS app and set up and connect with the other GWifi routers I told her to call Google Home support (866) 281-3017 and of course, they took forever and she got tired of waiting.

My experience, was when I purchased my Google Wifi back in 2018 and I swear I connected all 3 Gen 1 GWifi within 20 minutes. The second generation which has the weird reset bottom underneath is giving her major issues.

However, I remember back in Dec 2021, by mistake connecting my Nest Thermostat, I screwed up something on the Google Wifi app that I had to reconnect reset and reconnect all my devices and I also had the same issue. But after an hour I waited and managed to get them to work again.