Nest Wifi is unsupported on Google Fiber Webpass

[warpforge]

Nest Wifi support examines the gateway IP address ("gatewayIpAddress" from testwifi.here/api/v1/status) to determine if the connection uses a VLAN. The gateway IP can't actually tell you that information, but it's what Nest support does. If the gateway ends in something other than .1 or .254, they insist that the WAN connection must be using a VLAN and is unsupported. I'm not the only person who has encountered this broken diagnostic step (mostly on non-Webpass ISPs): one, two, three

Google Fiber Webpass uses a gateway of X.X.X.193 in my building (with an "ipPrefixLength" of 26), and this is not the only building with a gateway like that. There is no VLAN in any Webpass WAN connection. Webpass uses a normal subnetting practice that doesn't indicate a VLAN, but Nest support refuses to fix anything because of it.

So, I don't think it's an overstatement to say that Nest Wifi is unsupported on Google Fiber Webpass. You will get railroaded away from any actual solutions if you use the two together.

[EdwardT]

Hi warpforge,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google WiFi and Google Fiber Webpass. I'd love to know more about this. Could you share the case number of your interaction with our support team so I can investigate further?

Thanks,

Edward

[warpforge]

There are plenty on file associated with this account if you'd like to look, but I'd prefer to discuss this disparity right here, especially since I've linked to three other cases where Nest support has incorrectly asserted that the gatewayIpAddress indicates a VLAN.

Based on all these interactions, I know there's some support document you have internally that states that a gatewayIpAddress ending in something other than .254 or .1 indicates VLAN. That document is wrong, and it prevents Webpass users from receiving proper support.

[EdwardT]

Hi warpforge,

Thanks for the response. I understand that it could be frustrating that you're being told that your system has VLAN tagging and you know that it doesn't. I'd love to look further into the troubleshooting steps that you've done with our team — let us know your case number.

Thanks,

Edward

[warpforge]

Let's just open a new case. I can do that if it's helpful. The existing case is just a bunch of me arguing with the support technician over whether my WAN connection has a VLAN. As soon as they saw the gatewayIpAddress from testwifi.here/api/v1/status, they just wouldn't move on from telling me my configuration was unsupported.

Literally the only other "troubleshooting" step I've been offered is to set up my network --- or even my entire "Home" --- from scratch.  I've set up the network from scratch several times now, and it didn't fix the actual issue.

This thread is about Nest Wifi supporting Webpass, though, not whatever was crashing my system.

[EdwardT]

Hi warpforge,

Thanks for the added information. I checked the Google Fiber Webpass page, and Google Nest WiFi is one of their recommended routers. I'd like to look further into this, and I have a few questions:

• Is there an upstream modem where your Google WiFi is connected to?
• When did the issue start?

Looking forward to your response.

Thanks,

Edward

[warpforge]

> Is there an upstream modem where your Google WiFi is connected to?

No, this is not something Webpass does. Webpass comes into a unit as Ethernet, ready to connect to the WAN port of a router (like the Nest one).

> When did the issue start?

It's intrinsic to the Webpass configuration in my building. Someone from Nest support noticed the gateway IP starting last week, but I have no reason to believe the configuration changed.

I'd like to point out that this VLAN topic is not really an "issue" except that Nest support is turning it into one and refusing to support the product under this configuration. My goal is to get your support documents fixed so I can fix other issues without them getting caught up in incorrect internal documentation.

[EdwardT]

Hi warpforge,

Thanks for the update. Based on your description, it looks like you have PoE. Like VLAN, PoE is also currently not supported, and possibly being confused with VLAN. With this type of system, a workaround would be connecting a switch or a third-party router in between the PoE device and the Google Wifi parent point.

We appreciate people who are keen on sharing with us their thoughts. We're always looking for ways to improve and we'll take this as feedback.

Thanks,

Edward

[EdwardT]

Hi warpforge,

It's me again, I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[warpforge]

No, you haven't solved the issue. I don't use PoE for anything, and it's unclear why you even thought that.

[EdwardT]

Hi warpforge,

Sorry for the confusion. Could you fill out this form so we can dig deeper into this: https://bit.ly/31vCfcQ

Thanks,

Edward

[Jeff]

Hi, warpforge
I just wanted to jump in real fast to see if you saw the form link that Edward shared. Filling that out will help us go deeper on support with you. Let me know if you need any more help or have any questions about that.
Thanks.

[warpforge]

I filled in the form. The reply was completely unhelpful. Citing the same, incorrect support documentation continues to happen here.

[EdwardT]

Hi warpforge,

Thanks for filling in the form. I would suggest responding to the email that was sent by our team so we could continue investigating about this.

Thanks,

Edward

[warpforge]

There is nothing new to tell them that I haven't included here, but I've replied.

Here what Webpass said about Nest's VLAN theory:
"Yes, it's not a traditional class c or /24 network range, which normally have a .1 or .254 GW. Yes, we are subnetting, nothing to do with vlans."

Nest support is still using incorrect criteria for VLAN detection.

[EdwardT]

Hi warpforge,

Our team sent you an email and it's best to continue the conversation there so we can look into other options for you.

Thanks,

Edward

[EdwardT]

Hi warpforge,

 Since a case has already been created for this, I will be locking this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward