Nest WiFi router does not get Internet from Modem

[gtirtha]

I have two Nest WiFi routers which were working fine along with two more Nest access points. 
Recently the mesh status was showing weak and speed I was getting was 1/5 of the speed Modem is providing. I asked my broadband company to take a look. They confirmed the Modem is good and connecting other older router to Modem works fine. 
I factory reset both wifi router and tried to connecting them back, but now it connects the phone but complains no internet from Modem and gets stuck there. Tried both wifi router and same I am seeing behavior. Tried all solution Google Home app is giving but nothing worked. 
Then I called Google support which was not very helpful as they redirect the call to my broadband service provider and mentioned issue is from Modem. Which is not the case as I tested my Modem directly as well as my old netgear router and it works fine. 
As an another test, I took one of the Nest Wifi router to friends house who uses different broadband service along with EERO mesh router. Tried to connect the Nest WiFi router to his modem and result is exactly the same. 
We have spent more than $500 on this routers in 2020 and in 2.5 years these devices have stopped working and their call support is not much of help. 
Please let me know if anyone has seen such issue and find any resolution to this. It is so hard staying without Internet these days and with my old router the coverage is very less. 

please find the screenshot of the connectivity issue where it gets stuck during installation. 

 

[PatrickP_Viking]

Hey @gtirtha .

Can you clarify what you mean by "I have two Nest WiFi routers which were working fine along with two more Nest access points"?

[gtirtha]

Hi Patrick,

Thanks for your reply.

What I tried to mean is that my home has two WiFi routers, one of which is connected to Modem and other one is connected via ethernet to first router. Additionally I have two nest access point in my network. 

Sorry for the confusion. Let me know if you have any further questions.

[PatrickP_Viking]

Thanks for clarifying, @gtirtha . I wanted to make sure that you didn't have two devices acting as routers which can cause issues and disconnects. The ISP will ALWAYS say it is the router if it isn't theirs. The old router worked because it was configured previously. I suspect the ISP did an update to the modem that tanked your setup.

There are a few things likely in play. Check each one until you are able to get things connected.

• If you have fiber service, please advise as there are more things to consider. If that's the case, let me know who the ISP is and we'll look at it differently.
• iOS causes known issues due to default Apple settings in recent updates: See the following article to address known issues with iOS settings that need to be checked/changed: Troubleshoot setup with iOS 
• Nest Wifi devices aren't fully reset: This article will assist with removing the devices. If you reset them manually at the device you will need to delete them from the Home app: Factory reset your Wifi device 
• Modem is a router/modem combo: If this is the case, Wifi and DHCP have to be disabled. To change it if you have a combo, you will need to manually change those settings in the device interface and allow bridge or passthrough mode (depends on the device). Some ISPs lock them down so you might have to contact their Support to make the changes for you.
• Modem is not in bridge mode: The modem has to be in bridge mode in order for the traffic to pass to the router. This should happen automatically when you connect the Nest Wifi router to the modem and do the setup. If not, you can connect the Nest Wifi router to the modem, power cycle both, and try again. If it's unsuccessful still, you may have to manually change the settings on the modem. ISPs push updates all the time that can cause issues with network setups and change custom settings. There are some ISPs that also require you to contact them to "register" your router for "security purposes" so that could be in play also.
• Your points (including the second "router" that acts as one) are suffering interference due to changes in or around your home. There could be interference happening now that wasn't present before, especially if the points are connected in the mesh via Wifi. This article should help with troubleshooting: Where to place your Wifi devices . It is always better to hardwire the mesh devices together to get better performance and eliminate interference between them: Hardwire Wifi devices with Ethernet 
• If all else fails, take a look at this article: Fix common setup issues 

Let me know how things go.

[AbigailF]

Hey folks, 

Thanks for lending a hand, @PatrickP_Viking.
@gtirtha, 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

[gtirtha]

Thanks @PatrickP_Viking for the detailed steps.

While I will go through each of them, please find my comments on few of them inline:

---

@PatrickP_Viking wrote:

Thanks for clarifying, @gtirtha . I wanted to make sure that you didn't have two devices acting as routers which can cause issues and disconnects. The ISP will ALWAYS say it is the router if it isn't theirs. The old router worked because it was configured previously. I suspect the ISP did an update to the modem that tanked your setup.

There are a few things likely in play. Check each one until you are able to get things connected.

• If you have fiber service, please advise as there are more things to consider. If that's the case, let me know who the ISP is and we'll look at it differently.

I am using Spectrum broadband service. I think they have fiber service included and my service has 500Mbps of speed.

• iOS causes known issues due to default Apple settings in recent updates: See the following article to address known issues with iOS settings that need to be checked/changed: Troubleshoot setup with iOS 

Tried these already and additionally I tried with separate phone as well

• Nest Wifi devices aren't fully reset: This article will assist with removing the devices. If you reset them manually at the device you will need to delete them from the Home app: Factory reset your Wifi device

Tried this as well, but will try again from scratch

• Modem is a router/modem combo: If this is the case, Wifi and DHCP have to be disabled. To change it if you have a combo, you will need to manually change those settings in the device interface and allow bridge or passthrough mode (depends on the device). Some ISPs lock them down so you might have to contact their Support to make the changes for you.

Will check with ISP but FYI my modem does not have router functionality

• Modem is not in bridge mode: The modem has to be in bridge mode in order for the traffic to pass to the router. This should happen automatically when you connect the Nest Wifi router to the modem and do the setup. If not, you can connect the Nest Wifi router to the modem, power cycle both, and try again. If it's unsuccessful still, you may have to manually change the settings on the modem. ISPs push updates all the time that can cause issues with network setups and change custom settings. There are some ISPs that also require you to contact them to "register" your router for "security purposes" so that could be in play also.

Will check with Spectrum regarding bridge mode. I have power cycle both and tried many times but did not work. Additionally, when I tried the nest router on separate broadband service (as I mentioned in initial message) it shows same issue. To be specific, the other service is from Cox and Modem is not having router functionality and it is working with an EERO router just fine)

• Your points (including the second "router" that acts as one) are suffering interference due to changes in or around your home. There could be interference happening now that wasn't present before, especially if the points are connected in the mesh via Wifi. This article should help with troubleshooting: Where to place your Wifi devices . It is always better to hardwire the mesh devices together to get better performance and eliminate interference between them: Hardwire Wifi devices with Ethernet 

Just a question, can interference cause issue with the main nest router which is connected to Modem via ethernet cable? For now, I am not worrying about other router or access points. Focusing on getting internet from the main router which is directly plugged in with the Modem.

• If all else fails, take a look at this article: Fix common setup issues 

Let me know how things go.

---

Appreciate your help, I am not giving up yet even though we are suffering a lot due to the Internet outage in the house. Temporarily we are using an old Netgear router for minimal coverage.

[PatrickP_Viking]

Hey @gtirtha .

Thanks for the additional feedback. Spectrum with 500Mbps is their regular broadband "ultra" offering (I have it too) so fiber is not in play. The ISP detail also helps.

What make and model of modem do you have?

[AbigailF]

Hi there, 

@PatrickP_Viking, appreciate your helpful response. 
@gtirtha, chiming in to ensure everything is good here. Were you able to see @PatrickP_Viking's response?

Best,
Abi

[gtirtha]

Hi Patrick,

sorry for delayed response. 
The modem from Spectrum is Technicolor DOCSIS 3.1 voice modem. 
Model #E31T2V1. 

Update on the issue:

Basically no update 😔. The same issue persist. Called one more time to Google and Spectrum. No concrete solution was given, unfortunately they are just blaming each other. 

So, I am planning as follows, please let me know what do you think about it. 
I am going for buying my own Modem and return Spectrum’s modem. This will save my monthly rental and also will have my own Modem. Then try my nest wifi routers with it. 
As modem is less costly than routers and access points I am going for it first. If nest wifi still do not work, I think I have to go for new routers. 

@PatrickP_Viking let me know if you can think of anything else to at least find the root cause of the issue. 

[PatrickP_Viking · Accepted solution]

Hey @gtirtha .

I have had Spectrum for longer than I can remember now and I can say that purchasing your own modem is 100% the best first step to try; I haven't had a Spectrum modem ever! Their Support, at no fault of the Rep, is expected to "upgrade" devices, plans, etc. whenever possible and as long as they own the equipment then they have full control. But like most ISPs, they always blame the third party system unless you can prove otherwise to their satisfaction. I just work around them. 😁

I actually have Spectrum with the 500Mbps Ultra plan, run my own modem, have a mesh setup with Nest Wifi Pro, and there are two switches in the network too so this should be a really painless process (unless they do something). Here's the steps:

1. Modem recommendation - Arris S33. You can get it from Best Buy or Amazon. It is closer to the $200 range but it is a DOCSIS 3.1, is on Spectrum's list of approved modems, and will allow you to upgrade to 2.5Gbps without replacing the modem (if Spectrum ever offers it).
2. Unplug the Spectrum modem and all cables.
3. Connect the Spectrum coaxial cable into the new modem.
4. Boot the modem and allow the lights to stabilize; it can take several minutes on first boot
5. Once stable, connect an Ethernet cable from the top port on the modem to a device like a laptop/desktop.
6. Try to go to any site and you should get a notification to provision the modem to work with Spectrum's service. If the notification doesn't happen, go to https://activate.spectrum.net/ 
7. Once the steps are completed, the provisioning files will be sent to the modem. They say "in 10 minutes" but it is usually around 30 minutes or more. Just watch the modem and you'll be able to see the lights change and a reboot or two. DO NOT do anything until it is fully provisioned.
8. After provisioning, unplug the power cable from the modem. Move the Ethernet cable from the laptop/desktop to the Nest Wifi that will be the main but DO NOT power up yet.
   
   • If you have not fully reset the Nest Wifi devices, it will need to be done to prevent issues. Disconnect the Ethernet cable, power up the Nest Wifi(s) and follow this article: Factory reset your Wifi device 
9. Reconnect the modem power cord and then the Nest Wifi power cord and wait. Once both devices are fully booted, you should now have a bridged connection between the modem and Nest Wifi main. 
10. Set up the devices as normal through the Home app. Here's some articles to help if needed:
    • Troubleshoot setup with iOS 
    • Set up Nest Wifi Pro or Nest Wifi 
    • Hardwire Wifi devices with Ethernet (just in case you need it)
    • Authorized Modems to Use on the Spectrum Network (in case you want to look at something other than the S33. I have always had great results with Arris over other brands)

[gtirtha]

Thanks @PatrickP_Viking for the details. I will follow these instruction and let you know the outcome.

Regarding Modem, I am going with Arris T25 as I have a voice plan with my Spectrum subscription. Please let me know if this is a good choice.

I know this modem supports 800Mbps but as my subscription is for 500Mbps Ultra plan, this should work, right?

[PatrickP_Viking]

Hey @gtirtha .

I've never had voice service so I can't speak to the Arris T25 specifically but Arris lists it as an Xfinity compatible device and it isn't on the Spectrum list. The Technicolor one you have is used on both so in theory it should work but I cannot say for sure. You should get an error when you do the self-provisioning if it is not. For that matter, Spectrum doesn't show any voice capable modems so it's likely that it is and that they just didn't make a list.

That Technicolor modem is made with 4 different brand names and is known for issues. I had trouble finding much information on it due to that branding and age but what I did wasn't good for the most part.

Let me know if you are able to get the new modem installed and the network set up. The instructions should be the same as what I outlined previously.

[LovelyM]

Hello everyone, 

Thanks for your wonderful input, @PatrickP_Viking.

@gtirtha, we're checking in to see if you still need help. Please tell us if you have other questions or concerns. We want to make sure you're all good now.

Best, 
Lovely

[AbigailF]

Hey gtirtha,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Thanks, 
Abi

[AbigailF]

Hi folks,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Regards, 
Abi

[gtirtha]

Hi,

Here are some update:

• Modem Arris T25 did not work with Spectrum
• We decided to give up on voice plan as we do not utilize the same to that extend
• Now we got a Arris S33 modem, I am going to try enabling that and Google Nest Routers along with it today

I will update the thread based on today's result.

[gtirtha]

Hi,

Finally we got the google nest routers and access points working with the new modem (Arris S33).

Thanks @PatrickP_Viking for all the helpful information.

It's still a mystery what caused the issue, but finally things are working.

You can close the thread now.

Regards,

Tirtha

[LovelyM]

Hello there gtirtha,

Many thanks for the update! We're glad that everything worked out for you. We're going to lock the thread within 24 hours. If you have further concerns, please feel free to create a new post.

Kind regards,
Lovely