Nest WiFi, Not Finding Network

[ADH12]

Hoping someone here might be able to help me out.

Issue: I’m trying to connect my Nest Wifi router to my existing internet setup, but I keep running into a “connection failed” error. I have the Nest router connected via Ethernet to my service provider’s router and followed the setup steps in the Google Home app. I get a successful initial connection to the Nest router, but when it attempts to connect to the network, it fails and prompts me to plug the Ethernet cable into the Nest’s WAN port (which it already is). This starts a loop where it just keeps repeating the same steps.

I’ve tried resetting everything and restarting multiple times, but I keep getting the same result.

Steps I’ve Taken:

1. Plugged in the Nest router to power, connected the Ethernet cable from the service provider’s router to the Nest’s WAN port.

2. One white light blinks slowly on the Nest router.

3. In the Google Home app, I select my home, and it finds the “setup…ybd” device.

4. I scan the QR code, and it briefly shows a “connection successful” message. But then, when it tries to connect to the network, I get “connection failed.”

Hardware & Internet Info:

• Service Provider: Mid-Century Fiber

• Router: Calix GigaSpire BLAST

• ONT: Calix GigaPoint

Connections:

• The ONT is plugged into the service provider’s router via the WAN port.

• An Ethernet cable connects from the service provider’s router to the Nest router’s WAN port.

I’m guessing I might have something plugged in incorrectly, but I’m not sure where. My goal is to extend coverage in my long ranch-style house, as the service provider’s router is at one end and doesn’t reach the other side well. Any guidance would be greatly appreciated!

[tajennifer]

Hi ADH12,

Thanks for posting. I'm sorry to hear that you are having problems trying to add the Nest WiFi router to your existing internet. I understand how frustrating that situation can be. But don't worry, I can help. In this case, I just need to ask for some information to provide the best assistance:

1. Are you using an Android or iOS device for the setup?
2. Did you perform a factory data reset (FDR) before you contacted support?
3. What type of device was used to set up the network?
4. How many WiFi points are set up under your account?
5. Does the setup SSID broadcast on the unit being set up?

Once I have this information, I can provide a solution. I'll be waiting for your response.

Please keep me posted.

Best Regards,

Jenny

[ADH12]

•  Are you using an Android or iOS device for the setup?

iOS

• Did you perform a factory data reset (FDR) before you contacted support?

Yes I did!

• What type of device was used to set up the network?

My iPhone in the Home App

• How many WiFi points are set up under your account?

Just this one I’m currently trying to set up. 

• Does the setup SSID broadcast on the unit being set up?

Yes it does!

Sorry for the late responses. I didn’t realize you replied!

[tajennifer]

Hi ADH12,
 
Thanks for your reply and all the information provided. I understand that you are using an iOS device to set up your WiFi point. In this case, you can try to disable VPN and the private relay on your phone settings for a better connection. 
 
Here is how to do it:
To disable VPN, ask the customer to do the following:

• Go to Settings.
• Select General.
• Select VPN and Device Management, then if connected, disable VPN.

To disable private relay, ask the customer to do the following:

• Go to Settings.
• Select [your name].
• Tap iCloud.
• Select Private Relay, then touch the slider to turn it off.

And after that, please try to turn on the local network access:

• Go to Settings.
• Select Bluetooth and make sure it's enabled.
• Go back to Settings.
• Tap Privacy > Local Network.
• Toggle Google Home on.

 
Please let me know how that goes. I'll be waiting for your response.
 
Best regards,
Jenny

[ADH12]

Hey Jenny,

I have done everything you laid out above. I’m still encountering the same thing. Still getting connection failed when looking for the network. 

[tajennifer]

Hi ADH12,

Thanks for your response. I really appreciate all the efforts to make the WiFi point connect and work as expected. I understand how frustrating the situation can be, but don't worry, we are here to help. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards,

Jenny