Nest Wifi Pro not connected to interent

[Stef39]

Hi,

I have just purchased the Nest WiFi Pro and now trying to connect it all.

I have connected the router with the Ethernet cable to the fibre modem on the wall. When on the app to do the set up, I can find the router, connect my phone to the router. Then it looks for updates and crashes every single time.

Been reading so much things about it but I can't seem to figure what the problem is.

Can anyone help before I send them back and get a refund.

Many thanks

[Logandros]

It's extremely important to follow the app instructions with regards to powering off the modem and router and powering them back up and connecting them according to the sequence. Also if you have another device like a tablet, try using that and look for an option to turn off Wi-Fi switching on your phone. It's possible that you are starting the setup and then leaving the connection mid setup and connecting to either your ISP Wi-Fi or another source when it becomes available. That would explain why your setup process is getting interrupted. 

[GDog9]

I found that telling my phone NOT to ask to join wifi networks helped

[Stef39 · Accepted solution]

Thank you both for your help.

I actually needed the PPPeO password to let the router set up properly. All good now.

again, thank you for taking the time to reply.

[Jhonleanmel]

Hey there, 
 

@Logandros and @GDog9, thanks for the help.

@Stef39, 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, 
Mel