Nest WiFi Pro will not connect to cable modem

[sebastiansrun]

I bought the 3-pack. I am not able to get the mesh network to connect directly to my cable modem. If I plug the WAN port into my prior router (Amplifi HD), it works fine and the network has decent performance. What do I have to do to connect directly to my cable modem (Arris 8200) so I can remove the Amplifi HD from my network.

The light blinks amber until I connect to the Amplifi HD.

[PatrickP_Viking]

Hey @sebastiansrun .

You will need to remove the Amplifi HD router from the modem first then follow the below:

1. Unplug the modem power cable
2. Connect the modem to the new Nest Wifi Pro via Ethernet cable
3. Plug the modem power cable back in and immediately follow with the Nest Wifi Pro; the devices should negotiate the connection and put the modem into bridge mode
4. Follow the instructions on the Home app to add the Nest Wifi Pro

If you cannot get the modem and Nest Wifi Pro to connect with internet, contact your ISP as they may need to update a setting that is locked down on the modem preventing the bridge connection from happening and/or update a setting on their side so the Nest Wifi Pro is allowed to connect to their network. Depending on the ISP, they can lock modems down pretty hard.

Hope this helps. Let me know if you still need assistance.

[AbigailF]

Hey folks,

@PatrickP_Viking, appreciate your helpful response.
@sebastiansrun, chiming in to ensure everything is good here. Have you had the chance to try the suggestion above? If yes, how is it?

Best,
Abi

[sebastiansrun]

I tried everything but calling the ISP. I am not sure why this would be necessary since the ISP has already provisioned support for my SB8200 and it has been in service for a couple of years now. The Amplifi HD router connects to the internet via the SB8200 with no issues but the WiFi Pro cannot connect directly to the SB8200 to access the internet.

[PatrickP_Viking]

The difference is the router. ISPs often lock down settings on even your own purchased modem that can prevent the modem from connecting to a new router. Since the ISP has provisioned the modem and only the Amplifi HD router will work is proof they have something locked down on their side which will not allow their network traffic on any other router.

Contact your ISP; they should be able to assist with making the changes necessary on their side so the modem will allow traffic to the new Nest router.

[sebastiansrun]

I chatted with Spectrum. They said that they do not troubleshoot third-party routers and they do not whitelist/blacklist routers connecting to cable modems. They suggested updating the FW and/or contacting Google directly.

[PatrickP_Viking]

I have Spectrum (and an Arris modem) as well and their Support are not always familiar with what they need to check and/or do. If the modem and router will not establish a bridge connection with the procedure I outlined, they will need to put the modem into bridge mode themselves.

You can connect to the Arris modem by going to 192.168.100.1 on your browser. You'll be able to see that there's no way for you to change the settings to put into bridge mode due to he provisioning locking it down.

Here's another way to try but it will require some time. I had to do this for my mother after replacing the modem to get the bridge connection to auto-negotiate:

1. Do a full factory reset on the modem only; this will wipe the provisioning.
2. With the Nest Pro setup and connected to the modem, plug an Ethernet cable directly into another port on the back of the modem and directly to a computer/laptop/Chromebook and try to connect to a website. You should be redirected to a setup page for Spectrum for the modem.
3. Follow the prompts to reprovision the modem.
   • If you do not get the redirect, you will need to contact Spectrum Support (recommend chat on your phone).
   • Just tell them you need the modem reprovisioned only due to a reset to fix an issue, nothing more. They will get side tracked if you start talking about the issues between the Nest Pro and the modem.
4. Wait for the provisioning to occur. They say 10 minutes but is usually 30-60 minutes.
5. Once the modem reboots several times and the lights indicate internet connection, check the Nest Pro to see if it has internet now. If not, reboot the Nest Pro.
6. Once the Nest Pro is back up, check again. If the issue is still present, contact Spectrum Support again and tell them to put the modem into bridge mode (they can do it and have access). Again, don't side track them about the issue or they'll give you the same answer about not troubleshooting third party routers.

NOTE: You may need the MAC Address off the modem setup page noted at the IP above.

[sebastiansrun]

Thanks for the detailed response. It'll be a couple of days before I do this because of the holiday. I will post the outcome sometime of Friday.

[AbigailF]

Hi sebastiansrun,

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,
Abi

[sebastiansrun]

Hi - I am no longer in need of assistance. The issue appears to be resolved now. Thank you all for assisting

[AbigailF]

Hey sebastiansrun,

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else.

Best,
Abi