Nest Wifi will not connect to cloud.

[stevecoh1]

Brand new cable modem and service.  

Modem is Motorola MB8611-30.

ISP is Cox.

Everything is connected. Internet (globe) indicator on modem is solid blue (indicating connection is good).

I plug Google Nest base router in, connect ethernet cable from modem to Nest.

I start the Google Home app. It finds the Nest, but then gives the error "Problem connecting to Cloud".

What's going on here and how may I fix it?

[olavrb]

Make sure you have no VPN enabled/ connected; not any 3rd party product, nor the "Apple iCloud Private Relay" ( https://support.apple.com/en-us/HT212614 ).

Make sure the Google Home app has been granted permission for "local network access" ( https://support.google.com/chromecast/answer/7172427?hl=en ).

You could also try the Google Home app from a different Android, iOS or iPadOS device.

[stevecoh1]

Ok, whatever the problem is, I think it rests with the cable modem. I have another router that has worked before and it also finds no connection to the internet in spite of the solid blue internet light on the cable modem. So the problem seems to be upstream of the router. Time to call Motorola.

[stevecoh1 · Accepted solution]

Actually, no. It was a Cox issue. When I finally got to high-level tech support, the fixed the problem which the agent described as “too many transactions stuck in the system.” All good now!

[Reggiemal]

Hi, how did your ISP resolve the issue?

[stevecoh1]

The message you replied to has the answer to your question.

[Jeff]

Hey stevecoh1,

Thanks for letting us know how you worked this out with your ISP's help. It's always good to know what ends up clearing things up for the user. Before I mark this as resolved for you, is there anything else you might need?

Thanks,

Jeff

[Jhonleanmel]

Hi everyone.

As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Mel

[stevecoh1]

There is no VPN, no “third party product whatever that might mean. My context is an empty house I moved into two days ago. Connection failed two days ago but that was because the house was not properly connected to Cox, but they sent a tech over yesterday and fixed that, now the modem shows as connected to the internet which it didn’t two days ago. I thought I was home free but didn’t expect this.

your second suggestion seemed more promising - ensuring that Google Home has local network access. However when I go to Settings->Privacy->Local Network, Google Home is not even listed among the apps for which Local Network access can be turned on or off! (iOS 15.6.1)

This is beyond ridiculous. Why would Google design Nest so that the only way to set it up would be through my IPhone? I should be able to plug it in and connect to it through an IP address like any other router.

[olavrb]

Google Wifi and Nest Wifi have always required an app on an Android, iOS or iPadOS device to be set up. Here are the set up instructions:

• https://support.google.com/googlenest/answer/9548301?hl=en

And the VPN thing I mentioned is about the phone used for the setup process.

[stevecoh1]

Worth remembering if anyone else encounters such an issue, at least with Cox, don't know about other providers, is that the mere presence of a solid blue Internet indicator on the Motorola is not proof that you have internet access. In my case the agent told me there was some transaction issue on Cox's end that was preventing them from allowing me to connect.  She fixed whatever it was and that was that.