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I’m having a problem connecting the Nest router to the cloud.

Community Member

I have done the following to troubleshoot:

I did a factory reset to the router

I pulled the Ethernet cables from the router and modem and replugged them in. 

I cancelled out the Google home page and reinstalled it.  

I am using Cox cable and they assure me it’s a strong signal.   

I’m using an Arris 6190 modem


Community Member


I have a similar issue. My router was working fine for 2 years, then stopped working.


i am able to connect to the router through the Home App, add the network name and password, add the device to a room. Click next. The device searches for updates and fails to connect to the internet.

I did the following with no success.

  • Factory reset
  • Changed Ethernet cables
  • Validated port was functional using my laptop
  • Changed connection ports on my gateway, e.g. port 1, port 2

Hey folks,


Thanks for posting ― let's sort this out.


Give these steps a try:


  1. Factory reset your Google Nest Wifi router using the reset button. Here's how: Factory reset Google Nest Wifi or Google Wifi devices
  2. Remove the offline network from your Home app.
  3. If issue persists, try to setup the network using another phone or tablet.

Let us know how it goes.




Hey everyone,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.


Hi there, 

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.