Google wifi - google wifi point is out of range

[Mikriz]

Had an existing set of 3 that are intakes and working for 2 yrs or so, and bought another 3 to expand coverage.

Tried the traditional route, and got the error wifi point is out of range, although it was inches away from the main one. ( Same issue with all 3 pucks)

Googled around, ppl suggested to hard wired wan (grey port) from the existing main unit, so I did that and it worked and got setup.

After which I disconnected and tried without the wan connection and it went amber. Tried again after soft and hard resets, dame outcome.

I can see the pucks on the Google home app, and can control their lighting, name and so, but no actual internet connection.

Where do I go from here?

[Mikriz]

Chatted to support and couldn't resolve this issue, it has been escalated to senior support, will update when/if we get somewhere 

[Jeff]

Hey Mikriz,

I'm happy that you were able to connect with support to work on this and find some resolution. I'll check in after a few days to see if you were able to make some progress there. In the meantime, definitely update us if things change and we can help out.

Thanks,

Jeff

[Mikriz]

Issue is still there, waiting on senior support to pick up the ticket

[AbigailF]

Hey folks,

Thanks for the help, @Jeff.
@Mikriz, could I get the case ID number that you have with our support team so I can take a look and check for you? We'll wait for your update.

Cheers,
Abi

[Mikriz]

Hey Abi, no need, I spent a couple of hours last night working on it and figured out an alternate solution.

Basically I made the a new network with the new pods.

Then reset the old ones and added  them to the new network, rather than the other way around.

Not ideal as it took me a significant time to troubleshoot that, plus a couple of days looking for support assistance and scouring the internet.

The whole point of getting the wifi pods was for it to be simple and with minimal effort.

Makes it hard to recommend them to anyone anymore.

But I appreciate the follow-up none the less.

[AbigailF]

Hi Mikriz,

Thanks for the update. I'm happy to hear the issue is now resolved. Feel free to let us know if you have any other questions or clarifications and we'll be happy to assist you.

Regards,
Abi

[AbigailF]

Hello Mikriz,

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Abi