Google nest connection issues

[rlamaky]

I just purchased the google wifi and connected it to my network however the second router unit will not connect to the first router to synchronize the two units. How do I accomplish this?? 

[jroyale]

You should be able to scan the QR code or add through google home.  That said, my honest advice - if you just bought the system and are within the return window, I would do that.  I've had these for years and it's been nothing but issues from day 1.  They have been better recently until this weekend and they completely went haywire.  Only reason I kept mine is because I spent so much money and I was past the return date.

[kcruzgonzalez]

Hi @rlamaky,

Thank you for posting in the community. I understand that you're having trouble getting your second Google WiFi router to connect and synchronize with your primary one. It can be confusing when the setup doesn't work as expected. I'm here to help you get this resolved.

To help me understand the exact setup and potential issues, please answer the following questions:

• What are the exact models of the two units you are trying to connect? You can check and visit our Help Center to know more about What Google Nest Wifi device I have.
• Do you have a modem-only device, or is it a modem/router combo device that also broadcasts its own Wi-Fi signal? If so, have you put it into "bridge mode"?
• What color is the light on the second router unit when you attempt to connect it? Knowing the light status (e.g., solid white, blinking blue, or blinking amber) can tell us a lot about what stage of the setup is failing.
• Are you trying to connect the second unit wirelessly, or are you using an Ethernet cable for a wired connection?
• How far apart are the two units? While Google Wifi is designed for a mesh network, if the units are too far apart or have many obstructions (like thick brick walls), it can prevent a successful connection during the initial setup.

Your answers will help me provide you with more targeted troubleshooting steps to get your second unit connected. I look forward to your response.

Regards,

Kevin

[rlamaky]

Kevin, Here are the answers to your questions:

1 Wifi point

2. I have a spectrum modem that also includes phone. As for the bridge I have no idea what you are discussing on that.

3. All three are blinking blue, even the one that has connected to the internet.

4. Trying to connect wirelessly

5. The distance between each point has been between 5 - 7 feet.

Thanks for you outreach

Rick

[kcruzgonzalez]

Hello @rlamaky,

Thank you for the detailed answers. That information is very helpful and gets us much closer to a solution.

Based on what you've told me, especially about your Spectrum modem and the fact that all of your Google WiFi units are blinking blue, it looks like the first unit is not actually connected to the internet. A blinking blue light means it's still in the setup phase and is looking for a connection.

The issue is most likely a "double NAT," which happens when you have two routers (your Spectrum modem and your Google WiFi router) creating a network at the same time. This can cause the router to fail during the setup process. The best way to fix this is to put your Spectrum modem into "bridge mode." When your modem is in bridge mode, it will only act as a modem and will let your Google WiFi router handle all the networking.

Since you're unfamiliar with this, the best and easiest way to do this is to call Spectrum's technical support.

Here is what you should do:

• Call Spectrum's technical support.
• Tell them you need them to put your modem into "bridge mode" so you can use your own Google WiFi router.
• Once they have confirmed the change has been made, you will need to perform a full power cycle of your devices.

After you've spoken with Spectrum, please try these steps:

• Unplug the power cord from your Spectrum modem and your Google WiFi router.
• Wait for about 60 seconds.
• Plug the Spectrum modem back in and wait for all the lights on it to become solid.
• Plug your primary Google WiFi router back in and try to set it up again.

Once the first router is successfully set up and has a solid light, you can then proceed with setting up the other units.

Please let me know how it goes after you speak with Spectrum. I am confident that this will get your system running as it should.

Regards,

Kevin