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Google Wifi Support bricked my wifi point

colinsk
Community Member

I was encountering some slow speeds with my Google Wifi, so I called support and they walked me through a bunch of steps including speed tests, rebooting, etc.  After an hour the last thing he had me do was do a factory reset.  If only he had asked if I still had all the stickers on the bottom of the devices...

 

So I do the factory reset and start the process of reconnecting all my pucks, when I reach a roadblock when I realize one of my pucks no longer has the sticker at the bottom.  I had previously attached this puck to the wall using 3M adhesive and over time it must have taken the sticker off (so no QR code or setup key).  Apparently it's a known issue that this essentially renders the Wifi point useless because connecting to it doesn't reveal a psk.  It's incredibly frustrating that the agent didn't first ask me if I had all the stickers on the bottom (how would I know this would end up bricking my device?) AND since it's past warranty, they're refusing to replace it.  I don't understand how it's their policy to not make it right when the advice they give takes the device from slow to completely unusable.

12 REPLIES 12

Jeff
Community Specialist
Community Specialist

Hi, colinsk.

Sorry about the issues you've had with your WiFi point. I'm sure that's been quite frustrating. You don't actually need the QR code to complete setup, it's just a bit of a shortcut in the process. The setup code is actually engraved onto the bottom of the device, in the rubber ring. It's a hard to see code, but get the device in some good light and see if it shows up for you there. If you can't find the code, let me know.

Thanks,

- Jeff

colinsk
Community Member

I must have the version before they started doing that because there’s definitely nothing engraved in the ring. Or, it was on the small part of the ring that got torn off along with the sticker. 

Jeff
Community Specialist
Community Specialist

Hi, colinsk.

I'm sorry, you are correct about the code placement. The Nest WiFi points have it on the rubber, the Google WiFi points are printed with the code and QR code right onto the device. Let me check with an internal team to see if there's more we can do here. I'll return with an update as soon as I can.

Thanks,

- Jeff

colinsk
Community Member

Thank you Jeff. Let me know if there’s any other info I can provide (case #, photo, etc.). 

Jeff
Community Specialist
Community Specialist

Hi, colinsk.

I passed this all along to a higher tier of support. I'll let you know when I hear back from them. I'm hoping to get word today.

Thanks,

- Jeff

colinsk
Community Member

Thank you Jeff. You’ve been much more helpful already than the agent I’ve been working with, who told me for the fifth time yesterday that my device was past warranty. 

colinsk
Community Member

Any update Jeff?

Jeff
Community Specialist
Community Specialist

Hey, colinsk.

I'm still waiting for word on this. I had expected to hear back by now, but I'm wondering if the holiday has slowed down things a bit. I'll follow up again and see if I can get some info flowing.

Thanks,

- Jeff

Jeff
Community Specialist
Community Specialist

Hi again, colinsk.

Just to update you, I was able to speak with some team members about this yesterday and I'm hoping to have an answer real soon on how we can handle the case for you. I know it's been a long wait, so I appreciate you being patient with us on this. I'll update again when I can.

Thanks,

- Jeff

colinsk
Community Member

Hey Jeff, just wanted to check in again since it’s been a couple weeks. 

colinsk
Community Member

Jeff, any update?

Jeff
Community Specialist
Community Specialist

Hey colinsk,

 

I'll follow up on this for you. I haven't heard anything directly. Sorry for the slow movement on this. I'll let you know when I hear back.

 

Thanks,

Jeff