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Nest wifi issues

Bantha
Community Member

Hello,

Three days ago I had an issue with one of my devices not connecting to the wifi.  I have had 2 points for the last 2 years with no issues.  I have 2 phones, a laptop, and a TV connected via wifi and a PC hardwired. 

When the first one stopped connecting I decided to reset the router and modem.  This then made it so nothing could connect.  I then looked up some solutions and came to the factory reset.  I followed that step by step.  I did all of this multiple times hoping something would click into place.  So, I saw something else that said to delete the network and start from scratch.  I did all of that with nothing working.  What I always get on the Home app is the graphic of a circle closing on the point and it says, "connecting to wifi router" for about 5-10 seconds then immediately goes to "checking intetnet connection" then directly "connection issues".

 

I have done this multiple times over the course of the last 3 days.  I've already ordered a new mesh system that isn't google, but if someone has a fix for this then I'll gladly return it.

 

Thanks in advance! 

1 Recommended Answer

Thanks everyone. I've tried all of these basic troubleshooting solutions already.  My phone cannot connect to them in order to update anything. I have given up and moved on to another product.  I appreciate everyone taking time to answer me!

View Recommended Answer in original post

11 REPLIES 11

AriefAnshori
Community Member

Hi Bantha,

 

I'm sorry to hear about the issues you're experiencing with your Google Nest. It sounds like you've tried several troubleshooting steps already, but let me suggest a few more that may help:

  1. Power cycle all devices
    Turn off the router, modem, and all Google Nest devices. Wait for a minute or two and then turn them back on, starting with the modem, then the router, and then the Google Nest devices.

  2. Move the Google Nest devices closer to the router
    If your Google Nest devices are too far away from the router, it may cause connectivity issues. Try moving them closer to the router to see if that helps.

  3. Check for firmware updates
    Make sure that all of your Google Nest devices are up-to-date with the latest firmware. You can check for updates in the Google Home app under the "Settings" menu.

  4. Check for interference
    Make sure that your Google Nest devices are not being interfered with by other wireless devices, such as cordless phones or baby monitors. These devices can sometimes interfere with the Wi-Fi signal.

  5. Contact Google Support
    If none of the above steps resolve the issue, I would recommend contacting Google Support for further assistance. They may be able to help you diagnose the issue and provide a solution.

I hope this helps!

----------
Thank You

Regards,
M.S.A.

Care to share how one goes about contacting Google support??

Thanks everyone. I've tried all of these basic troubleshooting solutions already.  My phone cannot connect to them in order to update anything. I have given up and moved on to another product.  I appreciate everyone taking time to answer me!

LovelyM
Community Specialist
Community Specialist

Hello everyone, 

@AriefAnshori and @Dianahemes, thanks for your assistance here.

@Mike43, you can request a callback or chat with our support team using this support website.

I'm sorry for this experience, @Bantha and NicC. Since you've tried all the recommended troubleshooting steps, please fill out this form so one of our specialists can reach out to both of you over email.

Cheers, 
Lovely

NicC
Community Member

LovelyM- You funny...

Been down the "fill out this form road".  Nada, no joy, total BS.  Google blames everyone else but their inferior Nest wifi product.  Many people on the other thread indicate same issues with new Nest wifi "Pro" (lol).  Google done us dirty.

AbigailF
Community Specialist
Community Specialist

Hey folks,

@NicC, I'm sorry to hear about your experience. To confirm, are you already in contact with our Google support?
Thanks for the help, @LovelyM.

Best,
Abi

NicC
Community Member

Hey Abi-

Yes I worked with Andrew at Google support and absolutely NOTHING came of it.  He had me do the boot/reboot/factory reset dance several times to the router and each device all to no avail.  Then he tried to blame my internet provider who tested and retested my fiber service into the house and up to and out of my ONT and they proved that nothing is wrong with the service.  He then had me send numerous sets of network diagnostics info from the Google Home app and said he'd get back to me.  I've heard nothing.  Crickets. 

Good thing I found this thread so that I know that I'm not alone in being abandoned by Google.  I hope our posts will prevent other potential Nest users from making the same mistake we did.

AbigailF
Community Specialist
Community Specialist

Hello there NicC,

Thanks for the update. I’d like to check more on this. Could you send us the case ID number of your interaction with our Google support? I want to make sure your issue gets resolved. I’ll wait for your update.

Regards,
Abi

AbigailF
Community Specialist
Community Specialist

Hey NicC,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Abi

AbigailF
Community Specialist
Community Specialist

Hi NicC,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Abi

NicC
Community Member

You may want to check out this other Google Community thread: https://www.googlenestcommunity.com/t5/Nest-Wifi/Nest-Wifi-Unworkable/m-p/375429/emcs_t/S2h8ZW1haWx8...

It's not a new problem and Google is fully aware of the issues, but they just don't care.  Many, many of us have been waiting for a "fix" for over 2 years.  It's not going to happen.