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Hardwired Google Wifi puck connects, can't add the other 2 pucks

Hemmy12
Community Member

We recently moved, and I'm attempting to setup my google mesh to expand internet signal throughout the house.  Have an ATT Gateway.  I have puck #1 hardwired and set up directly to the Gateway/modem - all good there; and I can 'find' puck #2 two rooms over, but when I scan the QR code on puck #2 and attempt to connect, it looks as though Google Home is attempting to connect to the puck instead of connecting the puck to my newly created Internet from the hardwired puck#1 - and states it cannot connect.  What am I doing wrong?  

22 REPLIES 22

olavrb
Platinum Product Expert
Platinum Product Expert

Are you following these instructions when trying to set it up?


I don't work for Google.

Jeff
Community Specialist
Community Specialist

Hi, Hemmy12.

I just wanted to follow up real quickly to see if you saw olavrb's reply and to see if there's anything else you might have needed here. If so, let us know and we'll be happy to continue to help you out on this matter.

Thanks.

Hemmy12
Community Member

Hi Jeff - Attempted to follow the directions provided via the links from olavrb - but cannot seem to get past the first hardwired puck.  The devices are being recognized, but the option to connect to the google wifi newly created network isn't available on the subsequent wifi pucks.  It simply asks if I want Google Home to connect to the 'new' wifi point (not the one that's hardwired to the ATT gateway).  

olavrb
Platinum Product Expert
Platinum Product Expert

Is the primary/ first puck configured in regular router/ NAT mode, and _not_ bridge mode?

You are trying to add secondary to the same Google Home home, right?

Have you tried configuring secondary while it's WAN port is hardwired to the primary point LAN port?

You are _not_ hardwiring both the pucks directly to your modem? Because that for sure won't work.


I don't work for Google.

Hemmy12
Community Member

Hi Olavrb - At our previous home, I connected the first wifi point directly to my ATT gateway; and the setup process went from there.  As I understand, it created a separate 'network' option - instead of connecting devices to the ATT gateway network, I was now connecting to the newly created Google wifi (with one point connected to the router, and 2 others across the house).   Setup was really easy - and took 15min.  For some reason, I'm simply not following the new process through Home.  I can get the first wifi point connected, but subsequent points won't connect to that newly created network. 

Jeff
Community Specialist
Community Specialist

Hey, Hemmy12.

I just wanted to jump in and see if you had any more luck with this or if there's more I can do. If you're still not able to get things working, I'll be happy to bring this to the attention of our internal teams so we can get more eyes on the issue. Let me know if you are still having trouble with this and I'll take next steps with you.

Thanks.

Hemmy12
Community Member

Hi Jeff - Still haven't been able to get them to work in sequence.   Thanks for any additional help you can provide. 

Jeff
Community Specialist
Community Specialist

Thanks for the update, Hemmy12.

I'll let you know when I have more information. Thanks for hanging in there.

Hemmy12
Community Member

Hi Jeff - did we ever get more info on this issue, by chance?  I'm about ready to just go purchase something different, if needed. 

Jeff
Community Specialist
Community Specialist

Hi, Hemmy12.

It's still an ongoing issue that we're working on. I still don't have any new information to share, but I'm hoping for something soon. I'm sorry for the frustration.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, everyone.

One more quick update. This is still being actively discussed and worked on internally. I know it's been slow going, but it is still being tracked and hopefully a fix will be available soon.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, Quardapete.

I definitely don't mind you jumping in! That sounds like a really frustrating situation and actually one I haven't seen before with it wanting to create a new network for each point. Just as a quick test, would you be able to try setting up the network by swapping the initial router out with another point just to see if that changes things? It's rare, but in the past I have seen a situation or two where a point worked better as a primary router than a WiFi point. If that doesn't work, let me know and we can look into other things.

Also, you mentioned that you were waiting for a callback from support. Definitely feel free to use the forum here at the same time.

Thanks.

Hemmy12
Community Member

Sounds like my issue as well.  Swapping pucks as the initial point didn’t help.  😕

Jeff
Community Specialist
Community Specialist

Hey, Quardapete.

Thanks for giving that a try. Hopefully you will be able to find a specific cause and a fix with support. Feel free to drop back in if there's anything else we can do for you here or to share updates.

Thanks!

Quadrapete
Community Member

Hi Jeff, I ended up exchanging the system for a new one and I’m pleased to say it all set up first time with no issues! 

I did decide to set them all up in the same room first of all this time round , and then positioned around the house once sorted.

 

Thanks

Jeff
Community Specialist
Community Specialist

Thanks for the follow up, Quadrapete. I'm happy it's working well for you now.

Jeff
Community Specialist
Community Specialist

Hey, Hemmy12.

It's been a couple of weeks since we touched base. Are you still not able to get everything connected here? Let me know and we can break down some additional steps to try.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, Hemmy12.
As we haven't had any activity here recently I'll be locking the thread in the next day, but wanted to give you a chance to chime back in if things are still not working as intended. Let me know if we need more time on this.

Thanks.

Hemmy12
Community Member

I actually went ahead and sold the Google wifi on Marketplace - and bought the Amazon eero; and they connected instantly/work perfectly.  

Jeff
Community Specialist
Community Specialist

Sorry that we weren't able to sort that out for you, Hemmy12. I understand why you went the direction you did, however.

As we have our resolution on that, I'm going to go ahead and close up the thread, but if anyone else needs anything more, please feel free to open a new thread.

Thanks.

Quadrapete
Community Member

Hi Jeff,

Appreciate the quick response - yeah I tried a few things including fully resetting the system and individually resetting the pucks, plus changing the pucks around and using the “faulty” pucks as the wired main unit but to no avail.

I’m kicking myself as I had 2 pucks working and after trying the switch around I’ve now managed to corrupt the second unit so I’m now only running off the single wired puck!

I’ve re-scheduled the call with Google for tonight so will see what that brings!

Thanks

Quadrapete
Community Member

Hi - hope you don’t mind me jumping onto this thread but I’ve just bought a 3 pack Google Wifi set and I’ve had all sorts of trouble trying to set up, very similar to above.

I can set up the first puck connected to the router via a cable but it will not create a mesh with either of the other 2 - my phone and app seem to want to connect to the extra pucks as a new standalone wifi which is dead rather than linking it back to the main wired puck.

I’m ready to launch them out of the window (!!) and had no luck getting a callback from Google to try and resolve