Google Wi-Fi Points Not Connected

[WonderlandLE]

After having a Google Router (2HD) and 3 Wi-Fi points (2HE) for over 3 years with zero problems, the Wi-Fi points went offline and I am unable to reconnect them. When I am going through the steps to add them, I get to the last screen while it's finishing up the last bits and always ends with "The operation timed out and couldn't be completed." For reference, we use Verizon Home Internet, Mac/PC household, modem/router/wifi points located strategically in house to maximize signal and minimize interference.

Troubleshooting Tips I've Tried (multiple times):

• Power cycling Wi-Fi points
• Factory resetting Wi-Fi points
• Power cycling router AND Wi-Fi points
• Power cycling modem, router AND Wi-Fi points
• Factory resetting entire Wi-Fi network
• Toggling IPv6 off in iOS Google Home App
• Turning off iCloud Private Relay
• Updating Google Home app
• Updating iOS software update

There are a couple interesting things that don't make sense (beyond not being able to add the Wi-Fi points:

1. All the devices that used to be connected to the network (Wi-Fi points, Nest speakers) now show up in the available Wi-Fi networks now (i.e. GoogleNestPointXXXX.XXXX.y-bc, and .ynm for the speakers).
2. I was able to reconnect the Google Nest Hub displays with no problem at all. 
3. After hitting the doomed "timed out" screen trying to re-add the Wi-Fi points, the failed Wi-Fi point shows up in the list of Network devices, stating offline. 
4. Wi-Fi router is showing good download and decent upload speed. Need the mesh network to strengthen it around the house because it is not consistent or reliable.

Any help would be greatly appreciated as I'm at wit's end to just get a decent Wi-Fi signal around my house. My husband works from home and glitchy/weak Wi-Fi really cramps our style.

[sicsacol]

Hi @WonderlandLE,

Thanks for posting in the community. I'm sorry to hear that your Google Wifi points suddenly went offline after three years of perfect service, and now you're stuck in a loop where setup consistently ends with "The operation timed out and couldn't be completed" error, where the failed point shows as offline in your device list. I understand how challenging this situation must be, especially since you have tried multiple troubleshooting steps and your husband needs a solid connection for working from home. I appreciate the detailed information you've shared so far and your efforts in troubleshooting. Don't worry, let's work together to get this resolved. To help me with that, I have a few questions for you:

• Is the main Google Wifi router already added and working on the Google Home app?
• What is the status light on your Google Wifi point? You can check out the following article to understand the meaning of the light: Wifi device light meanings: Understanding LED indicators.
• If you have more Google Wifi points, do you have this issue with all of them or just one?

Please let me know the answer to these questions.

Regards,
Jonathan

[WonderlandLE]

Hi Jonathan,

Thanks for the reply and for the assistance. Here are the answers below:

• The Google Router is connected and functioning in the Google Home app. Speed tests look great. 
• WiFi point is showing slow pulsing white. 
• this issue applies to all three WiFi points, and as I’ve been re-adding items since the entire system factory reset, I cannot get a strong enough signal to connect the Nest doorbell, the two Google Audio speakers, or the new Hub Max I just got.

I even tried factory resetting all the WiFi points and power cycling, keeping them off overnight. No luck there. 

Another oddity I noticed. In my troubleshooting and trying out recommendations from others, I had tried adding a WiFi point to a new room (front yard). It didn’t work and subsequently I have factory reset it. The “front yard” WiFi still is listed under my devices - as Offline (but no longer under WiFi points). 

[JRend]

I have the EXACT same problem as WonderlandLE, also use verizon internet. Have tried factory resetting everything- router, individual nest points, all next to the router. Tried on another iphone. I spent over 5 hours trying to fix this and have tried everything mentioned in google forums and reddit, still no luck. Nest router is working but not the 3 additional wifi points I use for the mesh, They time out during the "final bits" part every single time. 

[sicsacol]

Hi all,

Thank you for your responses and for sharing the additional information. I understand that you've tried multiple troubleshooting steps to get your Nest Wifi points working again, but none of the steps have resolved the issue. Please try the following steps in this exact order:

• Unplug all of your Nest Wifi points from their power source.
• Open the Google Home app, go to your Nest router settings, and change the DNS settings to Custom. Set the Primary server to 1.1.1.1 and the Secondary server to 1.0.1.0.
• Plug in only one access point for now.
• Perform a factory reset on that specific Nest Wifi point while it is near the router. Check the following article for information on how to factory reset your Wifi device.
• Attempt the setup process for that single device. If it connects successfully, repeat the process for the remaining points one by one.

Please keep me posted on how it goes after trying these steps.

Cheers,
Jonathan

[WonderlandLE]

Sad to report that adjusting the custom DNS server settings and factory resetting the individual Wifi point did not work. Any suggestions for additonal steps? 

[WonderlandLE]

I was FINALLY able to resolve the issue on my own. I wanted to post an update in case anyone else had been searching for a resolution.

Under Home Network Settings > Advanced Networking > DNS Settings, I switched from automatic and set to ISP. IPv6 was turned off.

Wow, that was a frustrating experience. Was about to pitch my Google Wifi into the sea.

[sicsacol]

Hi @WonderlandLE,

Thanks for your update. I'm glad to hear that you were finally able to add your Nest Wifi points by changing the DNS settings from automatic to ISP and turning off IPv6. I appreciate you taking the time to share the troubleshooting steps and information that resolved the issue, as this will surely help others.

Since this was such a specific technical conflict, I recommend submitting this fix as feedback directly through the Google Home app. This ensures our team sees exactly how the DNS settings affect your network stability.

Please let me know if you have any further questions.

Cheers,
Jonathan

[Deirdre]

I have the same frustrating problem!  Should the IPv6 be on or off?