Google Nest Wifi with Virgin Hub3 connection issues

[Conn82]

Hi, I’m trying to set up my Nest wifi with my Virgin Media Hub 3. The hub is set to modem mode and DHCP, and I’ve done several resets and factory reset on both modem and nest, but keep getting connected toon issues. Sometimes it says ‘connection failure’, but when I get past that stage and it starts checking the internet connection then it fails and says ‘connection issues’ every time.

Is there something I can do to fix this?

[olavrb]

Do you get an internet connection if you connect a PC to your modem in the port where you connected your Nest Wifi router?

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Also, since iOS is mentioned.

Make sure the device used for the setup process with the Google Home app have no VPN enabled/ connected; not any 3rd party product, nor the "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).

Make sure the Google Home app has been granted permission for "local network access" ( https://support.google.com/chromecast/answer/7172427?hl=en ).

Make sure that proxy is set to disabled while connected to the Nest Wifi network ( https://www.expressvpn.com/support/troubleshooting/disable-proxy-safari/#ios ).

When adding additional points: IPv6 on Nest Wifi has caused strange problems lately. One thing to try is to disable IPv6 ( https://support.google.com/googlenest/answer/6361450?hl=en ), add new Nest Wifi unit, then leave IPv6 off or enable it again.

[Conn82]

Hi olavrb, thanks for your reply.

I tried a few of these things on a call with Google help, proxy, VPN and local network access. I don’t have IPv6 as far as I know.

Google help said the modem isn’t sending info to the Nest, so I’ve been onto Virgin Media and they sent out an engineer who replaced the Hub (second new Hub in a week as I had replaced it hoping my devices would stop dropping off and bought the Google Nest when that didn’t work). He tested the hub in modem mode and the Ethernet ports were working for him, but when he left it still wouldn’t connect to Google Nest so I did a restart and now the ports don’t work on other devices. When the engineer was here he said as long as the hub works in wifi mode they aren’t responsible for it not connecting to a third party router, so I’m kind of stuck now. If anyone has any useful suggestions I’m all ears, but starting to think it’s a lost cause.

Thanks for your help tho.

[Jhonleanmel]

Hi everyone,
 

@Jeff and @olavrb, thanks for the help.
@Conn82, 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)? Are you setting up Google Wifi or Google Nest WIfi? Also, do you have Internet from your modem?

Give these steps a try:

1. Make sure that the Ethernet cable form your modem is connected to the globe-icon-port on the bottom of your Google Nest Wifi router.
2. Inspect the bottom of your main point for the setup network and setup code.
3. 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.
4. If already connected, I need you to forget that network and reconnect back.
5. If not yet, I need you to connect to it and use the setup code as the password.
6. 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
7. connected to the setup network.
8. Reinstall your Google Home app.
9. Attempt setup.
10. Try another phone.
11. If the issue persists, factory reset your device.

Let us know how it goes.

Best,
Mel

[Jhonleanmel]

Hey folks,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

[EmersonB]

Hello everybody,

@Conn82 we haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

I appreciate the help @mel, @olavrb and @Jeff.

Regards,
Emerson

[Jeff]

Hi Conn82,

I just wanted to jump in real fast to see if you saw olavrb's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.

Thanks,
Jeff