Nest Router unable to obtain IP address from Modem

[V0tron]

My Google Nest worked fine for a over year but I’ve recently had issues with my internet.  Thinking it was my ISP, I had a technician come out and checked everything. I also had him install and reprovision a new Motorola MB8611 I just bought.  The signaled was great and I got internet from my laptop directly connected to the modem.  So I sent the tech home. 

After he left I tried setting up my Google Nest with no luck. I spoke to 3 different online support techs from Google that just had me doing the same things over and over.  The status report from the router indicated it was receiving an IP address from the modem.  So the only thing the online support can say is that I need to have Comcast reprovision the modem or get a new one.  But I’ve done both and it’s still not working.

 I plugged in my old Linksys router and it works perfectly fine. 

Someone please help. 

Thanks. 

[EdwardT]

Hi V0tron,

Thanks for reaching out. I'm sorry to hear that you're having an issue with setting up your Google WIfi. I'd love to know more about this. Could you share the case number of your interaction with our team so we can dig deeper?

Thanks,

Edward

[Jeff]

Hi, V0tron.
I just wanted to jump in real fast to see if you saw Edward's reply and to see if you still needed some help on this or if you were able to get it sorted out. If you are still needing some help, just let us know and we'll be happy to continue helping.
Thanks.

[V0tron]

Hey Jeff, 

Sorry I’ve been meaning to but didn’t get a chance and then I forgot.  The case number is 7-3153000032181.  The problem still hasn’t been fixed.  Looking back at my original post I realized I made a typo.  The status return from the router indicated that it was NOT receiving an IP address.  I was emailing the the google help desk back and forth saying that it has to be the router and whether they can send me a replacement if I send my old one in.  Of course they said no and the only thing they suggest was to work with my ISP.   I asked to escalate the issue higher and that’s where the conversation stopped.  They said they would but I haven’t heard anything for a while.  That’s where I’m at now. 

thanks. 

[Jeff]

Hey, V0tron.

To clarify, are you saying that Google support or your ISP support was going to escalate the customer service issue? If it was with Google, I want to check in on that. If you were waiting on the ISP, have you heard back at this point?

Thanks,

- Jeff

[V0tron]

Google support said they would escalate.   

[nerdette]

Hey V0tron, I hope you got your issue fixed! I'm chiming in because I saw your post when looking for answers for my own router issues (that sounded very similar to yours). Just in case it helps you or others finding this post, my router finally worked again after talking with my ISP (after finding out the router wasn't seeing an IP address from my modem). The rep who helped me ended up editing the boot file of my modem and "removed unwanted static signals from the modem" that were causing interruptions. He said it was an issue with network congestion that doesn't happen very often. I know this isn't a straightforward response (I didn't get more details from him besides him saying it should prevent it from happening again), but you might have luck talking again with your ISP and asking if they can try related solutions. 

As a side note, this was after an earlier ISP rep said they attempted provisioning my modem, which didn't work.

[EdwardT]

Hi folks,

@nerdette, thanks for the help!

@V0tron, how's it going with your Google Wifi? Were you able to hear from our support team after the escalation? If you're still experiencing the same issue, please try the steps provided by nerdette to isolate the issue further.

Thanks,

Edward

[Jeff]

Hi V0tron,

I'm just touching base once more to see if you were able to try Dorlando's steps and to see if they had any impact for you.

Thanks,

Jeff

[Jeff]

That's great news, Dorlando. Thanks for the update.

Before I mark this as resolved, is there anything else you might need?

Thanks,

Jeff

[Dorlando]

I have the exact same issue.  However I placed an old router in between the modem and the Google Nest and it started working.  No matter how many times I factory rebooted and talked to Google, Netgear and my ISP so far this is the only thing that seems to work.  

[EdwardT]

Hi folks,

@ Dorlando thanks for letting us know the steps that worked for you. 

@V0tron If you're still experiencing this issue, you may try the steps that worked for Dorlando and let us know the results.

Thanks,

Edward

[Dorlando]

I found out that for whatever reason a new IP address would release from my modem to my Google Nest Wi-Fi if I powered off the modem for about an hour.  After My modem booted back up I powered on my router and it worked flawlessly as before.  I’m assuming for some reason the modem wouldn’t release a new IP to the router until I forced it to by connecting another router or powering it off for a period of time.  Not sure why this works but it resolved my issue..

[EdwardT]

Hi Dorlando,

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.

Thanks,

Edward