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Nest WiFi Pro Issues with AT&T

niajai
Community Member

I just received my WiFI Pro and I'm able to get through the set-up and then it fails at the last step, Creating a network.

I previously had a RBR850 - Orbi Tri-band Mesh WiFi 6 Router. I disconnected that, restarted everything and connected the WiFi Pro directly in place of the Orbi (same set-up).  I'm using a Pixel for Home App set-up. And I've done all the factory resets of the WiFi pro, powering down of the modem and router. And I even tried to connect the WiFi Pro directly to the modem, but that failed to establish an internet connection. 

I've also spoken with first line customer support and done all of their suggestions to no avail.

I have AT&T Fiber Internet 1000, Model: 2Wire 5268AC Gateway, small white box model with no real markings other than CCP7 on the bottom (I can't find any details in my account on the device details).

Thanks for any ideas or suggestions!  

20 REPLIES 20

olavrb
Platinum Product Expert
Platinum Product Expert

Nest Wifi works poorly with a router in front of it, which is also known as "double NAT":

It does not seem like your ISP box can be put in bridge mode, also called bypass mode. But there seems to be a workaround that might be sufficient:


I don't work for Google.

Jhonleanmel
Community Specialist
Community Specialist

Hey folks, 

We appreciate your help here, @olavrb.
@niajai, 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.

Thanks,
Mel

I am. I appreciate everyone chiming in on Clerian's issue, but my issue remains unsolved. Does the router simply not work for this system? 

If there are setup limitations or specific guidelines, it would be really helpful to have actual help center guides for initial setup and not have to hope someone on the community can help. I know my setup is not unique and this should work out of the box or with clear steps on how to fully set it up.

clerian
Community Member

I have a similar but different problem. I'm also on AT&T Fiber 1000 with the Arris BGW210-700. My previous Google WiFi mesh worked perfectly in this setup with IP Passthrough through the BGW210-700, but the Nest WiFi Pro loses connection to the Internet after being up for less than an hour.

When I connect a computer directly to the BGW210-700, it works fine and does not disconnect in the same period of time. The BGW210-700's connected device list will show the nest wifi pro but reports that the device is off even though the wifi pro has a solid white light.

Jhonleanmel
Community Specialist
Community Specialist

Hi clerian,

 

Thanks for letting us know. To confirm, is your network still working even though your Google Home app shows otherwise?

 

Best,

Mel

clerian
Community Member

My computer was connected to the nest wifi pro, but had no internet access, and all my smart devices (including the nest wifi pro itself) were reported as offline through the Google home app.

 

Last night, I completely unplugged my fiber adapter, bgw210-700, and both nest wifi pros for 5 minutes and then powered on each one in sequence, waiting for each device to finish booting up (based on the lights on the devices) before powering on the next. The order I powered on my devices was:

  • fiber adapter
  • BGW210-700 (modem + router combo)
  • Primary Nest WiFi Pro
  • Secondary Nest WiFi Pro

So far, my network has been stable since I power cycled all of these devices. I'll give another status update if my network becomes unstable again, or in a few days just to give some closure if my network remains stable.

Jhonleanmel
Community Specialist
Community Specialist

Hi clerian,

 

I'm glad to hear the improvement in your network. Let us know if you have other concerns or question ― we'd love to help.

 

Best,

Mel

clerian
Community Member

Just wanted to give another update. My network has been stable since I power cycled all my networking hardware.

To me, that suggests there was something in the ATT hardware (potentially the fiber adapter?) that did not properly reconfigure when I replaced my nest router, and then updated the settings and restarted the BGW210-700.

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@niajai, thanks for the update. To confirm, how many Nest Wifi Pro are you trying to setup?

 

Best,

Mel

I've only tried to set-up 1, the primary router.

Jhonleanmel
Community Specialist
Community Specialist

Hi niajai,

 

Are you setting up using an iOS device? If so, check this link on how to move forward: Troubleshoot setup with iOS
 

Best,

Mel

No, I'm using a Pixel 6 phone.

clerian
Community Member

Hey @niajai, here are a few troubleshooting ideas that you may not have tried:

If you have multiple nest wifi pro units, have you tried using a different one as your primary?

Can you log into your 2wire router, check the device list and verify that the nest wifi pro is connecting and getting an IP address?

Are you using a VPN software like NordVPN on your phone? Try disabling your VPN temporarily if you have one set up.

On your 2wire, temporarily disable the firewall, in case it's blocking packets that the nest wifi pro needs to complete setup.

I believe the 2wire has "DMZ+" instead of IP Passthrough. Try and capture the Mac address of your wifi pro during setup by checking the device list of your 2wire and add it to the DMZ+ list.

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

 

@clerian, thanks for the help here.

@niajai, I suggest trying the steps shared above.

 

Keep us posted.

 

Best,

Mel

Ebedia
Community Specialist
Community Specialist

Hi everyone,

@All just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

I appreciate the help, Mel and olavrb.

Regards,
Emerson

jy87
Community Member

Hi! I'm experiencing the exact same issue. I just turned off all my firewalls and will see if it helps.

 

I'm losing connectivity once daily as of the moment.

 

AbigailF
Community Specialist
Community Specialist

Hi jy87,

Do you still experience the same issue after turning off your firewall? Let us know how it goes.

Regards,
Abi

clerian
Community Member

If your router is losing connection only once per day, I think that could potentially be caused the DHCP lease timing on your ATT router. Can you make sure the interval is set to 10 minutes?

Jhonleanmel
Community Specialist
Community Specialist

Hey folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

Hi there,

I wanted to follow up and see if you are still in need of any help.

Best,
Mel