Google WiFi no connection

[PhilM]

I’ve followed all the instructions and advice but there is still no connection.  I turned off WiFi on the Verizon router and set it as a DMZ. I’ve reset it 5 times.  About to give up and return the Google WiFi 3-pack.  Any ideas?

[Jeff]

Hi, PhilM.

Sorry for the trouble you've had getting your Google WiFi set up. I know it can be frustrating to have to deal with that. Let's see what we can do and get your issue fixed.

I have a few questions that might help us narrow down the problem.

• During the setup process, are you getting any errors from the Home app?
• Are you able to complete setup, or does it fail?
• If you are able to complete setup, what happens if you attempt to run a mesh test?
• Are you able to verify a proper Internet connection to your modem?

If you could let me know a little more about the setup process or where things are failing, I'm sure we can figure it out. I look forward to hearing back from you. Thanks.

[PhilM]

Hello, thanks Jeff.  I was able to verify a proper internet connection to the modem.  I do not get any errors from the Home app during the setup process.  I am not able to complete the setup process.  It says:  “Checking Internet Connection This won’t take long”.  Then it says:  ”Connection issue. The modem isn’t giving your WiFi point an internet connection…” and invites me to restart the network.

Thanks for any advice,

PhilM

[Jeff]

Hi, PhilM.

Thanks for checking and getting back to me. I have some steps for you to try real quick.

First, close the Home app and do a full network restart to re-establish connections.

1. Disconnect the power and the Ethernet cable from the Nest WiFi router.
2. Disconnect the power adapter from the modem. 
3. Allow both devices to stay disconnected from the power for 2 to 3 minutes.
4. Once done, connect the power back to the modem only and wait for it to fully back up (all lights should be lit up before moving to the next step).
5. After the modem is back online, connect the Ethernet cable back to the Nest WiFi router's WAN port (globe symbol).
6. Connect the power back to the Nest WiFi router, and wait until it is fully back on.

Once done, open the app and try setting up your Nest WiFi router again in the Home app.

Note: If you have other devices wired on the modem aside from your Nest WiFi router, I suggest to disconnect them for the meantime so they won't interfere with your Nest WiFi router during the setup.

If things are still not working from this point, please let me know. We may need to look into a possible hardware issue if things persist.

Thanks.

[Jeff]

Hi, PhilM.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.

Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks