Nest router not connecting to Arris modem

[Bully5]

Nest WiFi + Arris S33 Modem + Xfinity.

New modem replacing old arris. “Connection failed” and prompt to connect Ethernet cable during setup. Modem delivering connectivity when hardwired to laptop.

Thanks to posts here I have troubleshooted

- power cycling both devices many MANY times + factory restoring

- Reprovisioning modem (myself through Xfinity app and via cust service)

-Opening bridge on modem (Arris said it’s not possible on a cable modem. Xfinity said they did it after saying they don’t deal with 3rd party modems but not sure they understood me or did anything)

-Returning modem to best buy and replacing

-Giving my router MAC and serial to Xfinity to push the internet through (they were pretty clueless and ended up also taking my modem Mac and serial and probably using that instead)

Everyone is blaming everyone else and no one will talk to the other providers so I am stuck. Google have “escalated” my many requests today but who knows what that means. Status page of router remains everything under WAN is false (IP, Ethernetlink, online).

HELP!

[displague]

I ran through this exact setup myself last week. Also via Best Buy with an update to Xfinity's 1200mb plan.

Have you used the Surfboard app? That's the one thing I don't see mentioned above. I walked through both the xfinity and surfboard self-service tools, twice on the surfboard app.

https://play.google.com/store/apps/details?id=com.arris.sbc

[Bully5]

Hi! Thanks for the response. I set up the modem using the Arris app. I set up the connection to the modem using the Xfinity app. Doing what exactly in these apps made your connection work? They’re pretty basic apps, I can’t find any troubleshooting options.

[displague]

I didn't do anything special. But I do recall there being a step that I thought I should share with people at the time and now I can't remember what it was. 😅

I turned everything off, turned on the router, turned on the Nest, connected to my WiFi, and followed the instructions that came with the Arris. There were steps where it says to make sure you are connected to the Internet and so I think I had to toggle between forcing my phone to ise the no-internet WiFi or the phone network. I recall the Arris app getting stuck toward the end of the configuration the first time and that's when I gave the Xfinity configuration a whirl. After that I ran through the Arris app again.

The network mapping function of the Arris app hasn't worked for me and I suspect this may have to do with the IP ranges configured on my Nest, 192.168/16 - obscenely too much space. 

[Dan_A]

Hi folks,

That certainly isn’t the experience we want you to have and apologies for the delay. Let’s get this sorted out.

A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or Android)? Which Google/Nest router are we working with? Is it  Nest Wifi or a Nest Wifi Pro? Also, do you have Internet from your modem?

Give these steps a try:

1. Inspect the bottom of your main point for the setup network and setup code.
2. Go to your phone's settings, then WiFi. Then check if that same setup network will appear as one of the available WiFi networks your phone can connect to.
3. If already connected, I need you to forget that network and reconnect back.
4. If not yet, you can connect to it and use the setup code as the password.
5. Turn off your cellular data and make sure that your Bluetooth and location services are on. Then check if you can still access the Internet while only connected to the setup network.
6. Reinstall your Google Home app.
7. Attempt setup.
8. Try another phone.
9. If the issue persists, factory reset your device.

Let us know how it goes.
 

Best,

Dan

[Bully5]

Factory resets and phone restarts didn’t work. The solution that finally worked was switching the port on the S33 router from 1 to 2.5 which shouldn’t have solved the issue but did. Doesn’t explain why set up on my previous modem didn’t work (only had one port).

[Dan_A]

Hey there Bully5,

Fantastic! This might have been the compatibility between your Nest Wifi router and your Arris S33 Modem, but alas! Having patience and knowledge paved the way. You’re the man!

Thanks for sharing the steps in the Community. Let me know if you have other questions and concerns. We're here to help.

We appreciate the response you provided, displague! It helped a lot.

Cheers,

Dan