Google Nest points stopped working after Gfiber installed

[lmarie318]

Hello. I'm hoping someone here can direct me to some information.

I have Google Nest Wifi Mesh (not sure the word order there). I have 2 points in my townhome that have worked well as speakers on each floor.

Last weekend we got Google Fiber installed. We were told that our Internet itself is managed through the Google Fiber app, but our devices (Nest cams, Nest doorbell, thermostats, Nest Wifi mesh points) are still managed through the Google Home app.

Tonight I attempted to use the points as a speaker like I have done for the past year. But the devices (Mac, Pixel) could not find the points/speakers. I tried all the steps suggested on the help page but none of them worked.

1. restart the point

2. restart wifi

3. restart the device (Mac, Pixel)

I just keep getting this error. Note: "Kitchen Wifi" is the name of the Google Nest Mesh Wifi point in my kitchen that I've been using as a speaker.

Has anyone encountered this issue after switching to Google Fiber, and can you recommend a fix so that I can use my Google Nest Mesh Wifi point as a speaker from my Pixel again?

Thanks!

[kcruzgonzalez]

Hi Imarie318,

Thank you for posting in the community. I'm sorry to hear that you're experiencing issues with Google Nest Points connecting to WiFi. I understand how frustrating this can be. I'm here to help.

If you switch internet providers or change your router, password, or network name, you'll need to reset your Google Nest Router and any connected access points. This usually involves a factory reset followed by a new setup process within the Google Home app. Please try the below steps:

• Factory reset your WiFi device.
• Set up Nest WiFi

Let me know how it goes and keep me posted.

Regards,

Kevin

[lmarie318]

This is helpful to know! It would've been nice if the Google Fiber technician had shared this when he was here setting it up. When I asked how to manage/use my existing Google Nest Mesh Wifi set up, he explained that basically I'm just replacing my Spectrum router with Google, and that it comes with a fancy extender, which we placed on the third floor where I have the worst dead zone in my home office.

When he had me set up the new network, he agreed it was the best choice to name it the same as my Spectrum network and give it the same password, so that existing devices don't all have to be manually re-connected.

Everything else works fine, it's only that my Pixel and Google Home app don't see the Google Nest Mesh Wifi points as speakers. Oh, and the technician drilled 2 holes through my wall and fingers crossed someone comes to patch and repaint.

I'll take this information to Google Fiber tomorrow. Thank you!

[lmarie318]

Kevin,

Unfortunately, Google Support said that this is not the correct solution. I provided them with this community post, and they said that a Factory Reset is not necessary for this issue. It has to do with devices on a certain bandwith, and the solution is to create a "Guest Network", even though these devices are all mine, not a guest.

Response: "Usually with printers, or speakers, those devices can only operate on a 2.4ghz band. Since there's no way to manually split your network bands, we would recommend to create a guest network in the Google Home app, if you have devices that can only operate on that 2.4ghz band. Here's a support article on how to create a guest network. https://support.google.com/googlenest/answer/6327302?hl=en&sjid=3508410263421944872-NC

[Google Nest Mesh Wifi] broadcasts both bands simultaneously.. So, if you have a device like a printer or wireless speaker, typically those devices can only operate on a 2.4ghz band. So, its recommended to create that guest network in order to connect those types of devices.

The other work around, would be to unplug your mesh extender, and move as far away as possible from the primary router to try to force those devices to connect to that 2.4ghz band."

[lmarie318]

Another update for those who are following along!

tl:dr: Google Fiber and Google Nest Mesh points are not compatible, but sales, the technicians, and Google Home support were not aware of this. Please keep this in mind if you already have Google Nest Mesh wifi and are considering Google Fiber.

I spent over an hour on the phone with Google Home support. The representative was very nice. We tried the guest wifi but she ultimately had me do a factory reset. This did not work. She had me manually reset each point and manually add. This also did not work. It kept saying that the networks were not matching. After an hour, she said she was out of ideas, and to go back to Google Fiber.

And get this: after I spoke to this technician via chat, he said that Google Nest Mesh and Google Fiber are not compatible! So the Google Fiber salesperson didn't even know this, nor the technician, not the support rep.

They cannot offer any refunds nor swap any devices. So I just wasted $119 for my Nest Wifi router system that's barely a year old.

[Anonymous]

It doesn't make sense to me.  I have Bell Fiber direct to the house, and 1.5 gbit.  They have to use their stinky modem, and then I have an openwrt modem for security.  That is then connected to the Nest wifi modem.  It all works, it's all just packets.

[lmarie318]

I'm a bit leery too, but my Google Nest Mesh points just don't work ever since Google Fiber's technician came and installed Google Fiber and their equipment. I was told so many different answers by different support representatives, I don't know what to believe.

But the one support woman spent over an hour on the phone with me. We did a factory reset, manual reset of each point, tried to manually add it, tried renaming the wifi, changing the wifi, nothing worked. Then Dylan from Google Fiber support broke the news that sales, technical, and support never said: if you get Google Fiber now, the new equipment they're using is not compatible with Google Nest Mesh wifi. He said it's one or the other.

If anyone knows otherwise, I'd love to hear how to make my Google Nest Mesh wifi points work as speakers while using the equipment required to make use of the high-speed Google Fiber.

[kcruzgonzalez]

Hi lmarie318,

Thank you for your response. I'm sorry for the misunderstanding between all Google Fiber and Google Nest teams. Let's work together for a solution.

I'm confident the devices are compatible!

However, I'd like to confirm if you've successfully connected the first router (your primary Google Nest Router) to your network.

If so, it's possible you're experiencing interference from your Google Fiber router when trying to add the access points (Nest Points) to your Google Nest network. To troubleshoot this, I recommend putting your Google Fiber modem into bridge mode.

**Bridge mode allows you to continue receiving internet from your provider while deactivating the Google Fiber Wi-Fi network. This will leave you with only the network you've created using your Google Nest Router.

Once in bridge mode, try the following:

1. Factory reset the Nest Points.

2. Attempt to add them to your Google Nest network again.

I've included an image that illustrates a possible cause of your current issue based on your previous descriptions.

Let me know how it goes and keep me posted.

Regards,

Kevin