Nest pro set up - Connection Failed

[havengreen]

I'm trying to set up a Nest network for the first time. - via Google Home on my iPhone.  I've physically connected the first Nest Pro to my router but get a 'connection failed' message. I've tried resetting everything but get the same message.

I've called my internet provider (Three UK) but they can't identify any issues at their end. Any ideas?

thanks!

[Dan_A]

Hi havengreen,

That certainly isn’t the experience we want you to have, and we apologize for the delay. A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? Which Google/Nest router are we working with? What device are you using to set up your network (iOS or Android)? Do you have the Internet from your modem? What country are you located in?
 

You can do a sequential reboot of your entire network and see if that helps.

or

Please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

For more information and troubleshooting, see this helpful guide: Set up Nest Wifi Pro or Nest Wifi.

Keep us posted.

Best,

Dan

[Naoto]

I have the same issue with my Google Nest Pro. Strangely I had no issues when I first got the device back in March. I'm guessing it might be an issue with the Google Home app as I've eliminated everything else (ethernet wire, modem, resets). I've tried calling Google support for help and the line dropped and I haven't been able to get a callback since. If you have resolved your issue please let me know how. If not, please call google and bring it to their attention. 

[Dan_A]

Hi folks,

@havengreen, @Naoto, may we know the status of your Nest Wifi Pro? Are they now connected? If not yet, have you tried the steps provided above? How was it?

Looking forward to your response.

Regards,

Dan

[Naoto]

Hi Dan, 

Unfortunately sending it back isn't an option for me, I called support and was ignored (hung up and no call back) so worked with chat and was given the runaround trying everything I've done already. Eventually, the support tech thought it was a double Nat issue, and I turned on bridge mode and gave it some time before trying to set it up again and it finally went through. The Nest Pro Wi-Fi only works in bridge mode for me now. If I turned off bridge mode it won't work. I'm leaving it as is since this is the only way to get them working and not have them as paper weights. 

[Dan_A]

Hello there,

havengreen, we’re sorry that it has come to this. We hope we can make it up to you in the future. Send us a message if you change your mind.

Naoto, hats off to you! We thank you for your patience and for your intuitive and ingenious resolution to your concern. This sure gives us insight on a different way to fix it. If you have other questions or concerns, don’t hesitate to reach out. We’re here to help.

Kind regards,

Dan

[havengreen]

Hi Dan

I'm afraid i sent it back. I tried every fix i could find on the internet but in the end opted to replace for a different brand. It worried me that if it was this difficult to set up, i didn't want to risk ongoing problems.