Google Nest Wifi setup with Spectrum Modem

[scottperz]

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

[Wildhaven]

Literally having this identical problem. Had a Spectrum tech out today with the same issue. Called Google, did the dance, they told me to have Spectrum "reprovision the modem" which I just did. Didn't work, so waiting on Google to call me back. They said they'd call back in 30 minutes but they haven't.

[Wildhaven]

I have an update. If I use the Charter/Spectrum router, and daisy-chain the Nest Wifi router, things work. It is only specifically when the modem connects directly to the router that that the problem exists.

I am still waiting on a callback from Google. 

[stucumber]

I'm having a similar issue. I just moved to a new place and got a new Spectrum modem. My Nest router appears to connect to the modem, but no matter what I try (factory resets, different network names  that weren't previously used etc.) I get stuck when the app says "Creating your WiFi network". It tells me something went wrong and to check that wifi and Bluetooth are still enabled on my phone, which they are.

[DirtNasti]

Any updates having e same issue

[Jeff]

Hey, everyone.

Sorry to hear about all the setup issues you're having. That sounds pretty frustrating. I realize that some of you might have slightly different setups, but I'm going to ask a few things. If you can respond with your situation, I will be happy to address each one individually as we go.

• Is your ISP modem a router as well (can it do WiFi)?
• How is your setup wired up? Does it go from the wall to your modem and then to your Nest WiFi router? If not, how does it differ?
• Are you seeing any colored status lights on your WiFi points during setup? If so, what color are they when it fails to advance?

If you can all give me some answers to those questions, I think we can figure out what's happening in the process and get this sorted out. I look forward to hearing back from you all.

Thanks.

[Wildhaven]

• It is modem-only. No wifi or additional LAN ports.
• What I am trying to do is connect the Nest Wifi router directly to the modem. That doesn't work. How I can get it to work is to connect the modem to a different router, and then connect the Nest Wifi router to that. This adds the unnecessary second router in the mix, which is what I am trying not to do.
• I cannot get to the point where I am adding points, as I'm not able to connect to the router directly from the modem. On the router, I get pulsing white during setup, and then when it fails to connect to the modem/get an ip I get pulsing yellow.

I've been on with Google support once again this morning, and they're continuing to point the finger at Spectrum. This makes no sense, as hardwiring and other routers work with the modem - it is exclusively the nest wifi router that does not work.

[scottperz]

Hi Jeff - my responses are below...

• My modem is a modem only
• The modem is connected to the coax coming in from the road and the Nest WIFI is connected to it via an ethernet cable to the port with the globe on it.
• I do not have any points setup yet.

Thanks for helping!

[scottperz]

The light on my router pulses while also.

[Jeff]

Hey, all.

With all the reports and the common thread of Spectrum being involved, I'm going to pass this along to an internal team to see if they have any more insight on this. I'll report back once I know more.
Thanks.

[Jeff]

Hey, everyone.

For those affected by the Spectrum connectivity issue, there was actually a spike in outages reported that might have been the cause of the connection and setup problems. Is there anyone still affected by these issues here? The Spectrum outage has subsided, so if anyone is still having trouble, please let me know and we can look deeper into your specific setup and situation.

Thanks.

[Jeff]

Hey, all.

Just a quick follow up here. Since the outage has been reported as resolved by Spectrum, I wanted to make sure none of you were still needing help on this. If you're still having issue, just let me know.

Thanks.

[Jeff]

Thanks for the update, SergeMedia.

Is everyone else seeing things work out properly at this point? Just let me know.

Thanks.

[Wildhaven]

Hi Jeff - I am still experiencing the same problems. At this point I have given up - Google tech support is zero help, blaming Spectrum. Spectrum has been out here three times and they've tried everything they can and they think its the router.

[scottperz]

Hi Jeff,

I also gave up and ended up renting Spectrum's wifi router because I needed access for work.  I do plan on trying to reconnect the Google Nest, but haven't had a chance to do that yet.

Thanks for following up!

Scott

[Jeff]

No problem, scottperz.

Sorry to hear that we weren't able to resolve the issue here, but thanks for letting me know which direction you took on this. If you need anything else, just ask!

[Jeff]

Hey, ValS.

Sorry that you're seeing the same issue. I know it's a frustrating situation. Can you provide me a quick summary of your setup with the Spectrum modem? Is your modem a modem only, or does it have a built in router as well? If so, do you have the router disabled? If you can give me a little detail about the setup, we can make sure that's all set up properly to work with the mesh network.

Thanks.

[ValS]

Hello, Thanks for the fast response. It is a a Spectrum modem only. When I finally just now connected the Google nest to my current Asus router rather than directly to the Spectrum modem it works. However I wanted to get rid of this router as I now have too many wifi signals polluting the house. 

[Jeff]

Thanks for the update, JoeZ. I'm happy to hear that you got it worked out, and thanks again for sharing what turned it around for you.

[Jeff]

Hi, JJK.

Did you try the solution that JoeZ shared? It looks like it's working for some. If you've tried that and it still isn't working, let me know and we can take a closer look at your specific situation.

Thanks.

[JJK]

I tried Joe z’s steps and these did not work for me. 

[Jeff]

Hi, JJK.

Sorry for the late response here, but are you still having the same issue? It's been a couple of weeks and I wanted to check in to see what's happening with your situation. Let me know where things are at.

Thanks.

[JJK]

I was able to connect two of my four hubs to the router using one of the methods that was suggested after multiple attempts (factory reset and then manually inputting the code rather than scanning QR code).  This worked but 2 of the 4 hubs that I factory reset are not being picked up by the google home app and I can't add them.  I've tried all of the various tips on here and now i have 2 very expensive paper weights.  I think someone else said they had the same issue where they were successful with adding one or two but could not add anymore to their network.  Can you please have your technicians look into why this is happening even after factory reset?

[Jeff]

Hi, JJK.

The inability to connect or set up after a factory reset is one of the current issues we're tracking and working on internally. It's one of the more frustrating bugs we have going on as it doesn't seem to follow any sort of consistent pattern. I'll update as I know more.

Thanks.

[Jeff]

Hey, everyone.
As an update for you all, I wanted to let you know that we have a firmware update coming out now. Some people may have already received the update, but most will see it coming still. Everyone will have it before the end of April. If you receive that update and don't see an improvement in your issues here, please let me know and we can keep looking into things.

For those that are failing entirely to get through the first step of setup (getting the router online), can you let me know? The router does need to connect in order to pull the update down, so we might have to look at things differently for you.
Thanks.

[Gvmeliberty]

What software version will the Nest Wifi show to confirm this patch is applied?

[Jeff]

Hi, EricDeanMorse.

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

Thanks.

[EricDeanMorse]

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]

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.

[Jeff]

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]

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]

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?

[Jeff]

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]

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.

[Jeff]

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]

JoeZ's solution worked for me

[EricDeanMorse]

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

[stucumber]

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.

[CarolinaClipper]

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. 

[SergeMedia]

I’m having the same exact issues.