Nest Wifi Pro point not turning on

[doney6012]

Hi, I've had my 3 pack of Nest Wifi Pro points for about a year now (I'll have to confirm when I bought them from the retailer though). Today I got a notification that one of my points was offline.
Upon investigating, its status light was off. I attempted to plug it into several other power points, but there was no change in status. I used the power cable and power point that another Nest Pro was using, again no change. I also plugged the Point that was active and connected into the cable/plug that was on the inactive Point and it powered on fine and showed as connected in the Home app.

What would my next step be? I am unable to factory reset the device through the app as it's constantly showing as offline, and doesn't appear to be powering on at all. I noticed there is a button on the rubber footing of the device. Is that a physical reset button?

Thank you,

Deano, NSW Aus

[tajennifer]

Hi doney6012,

Thanks for posting. I'm sorry to hear about the situation that you are experiencing with your Nest WiFi Pro that is showing offline and you want to factory reset the device. But don't worry; let's try to make it work smoothly again. If you want to factory reset the device, try with these steps: 

The factory reset button is located on the bottom of the router. Check for a circle etched into the bottom, then:

1. Press and hold the reset button for 12 seconds. The light will flash yellow, then turn solid yellow. When the light is solid yellow, release the button.
2. The reset button will start, which can take up to 5 minutes. Don't unplug the power cord during this process.
3. When the factory reset is complete, the light on your router will flash white, then blue to indicate that the device is ready for setup.
4. After the device has been reset, the device will still appear in the Google Home app. To remove the device, follow the instructions for app factory reset. To set up again, add back your device to your existing network or create a new network.

Please let me know how this goes; I'll be waiting for your response.

Best regards,

Jenny

[doney6012]

Hi Jenny, thank you for your response. I went through the instructions you gave, but unfortunately there is no response out of the Wifi Point (indication lights remain off, Mesh network not identifying Point).

I have just checked my purchase receipt and it was purchased through the retailer Bing Lee on the 1st of November 2023 as part of a 3 pack (code GA03690-AU) for AU$649.00.

What would be the next step? Should I contact my retailer, or can the item be shipped directly to a Google technician for inspection?

Thank you again

[tajennifer]

Hi doney6012,

Thanks for your replay and the update. I'm sorry to hear that after all the steps and the factory reset, the Nest WiFi Pro is still not working as normal. Don't worry, we can 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

[doney6012]

Thank you again Jenny,

I have just completed and submitted the form you provided.