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Nest wifi will not detect internet during setup

CroMagnon
Community Member

My wifi abruptly stopped working Wednesday afternoon. I got a tech to come in and check that ISP, and modem were working properly. Never thought it would be the google mesh - I factory reset it and that's when the problem started. I spent three hours with google wifi team to get my google wifi router and point to work properly, with no luck. It fails during setup every time once it needs to detect internet from the modem, and quits setup. Using the same ethernet cable that was connected to my google router, I verified with a laptop that internet was being provided by the modem. Long story short - I ended up getting new wifi routers from another company, and everything worked within a minute. 

 
I am incredibly displeased with google that my router and point have been bricked and will not set up properly. As I looked online, I realized that there is a whole community online that is facing the same issue. My router and point are barely two years old, and they're now reduced to paperweight!? I am really unsure if I will continue using google services in the future, especially given how much I rely on them, knowing that one day it may all just be over - quite scary to think about. 
 
I know there have been a number of people here that have faced the same issue. What was the end result? Did you system end up getting fixed? Or, did google send you another device? or help you set the system up another way?  
 
Not a happy customer. 
11 REPLIES 11

Danbyer
Community Member

Exact same problem here. Just tried a factory reset and bricked.

Same issue.  Never moves from solid yellow (factory resetting) to white pulsing (setup).  Ends up at yellow flashing (network error).  Never thought these devices would brick, but based on my experience and the comments on this support site, sounds like it in fact the case. Which sucks.

 

Google, do you have a firmware update or product replacement  strategy?

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

Thanks for reaching out. I'm sorry to hear that you're having issues with setting up your Google Wifi. @CroMagnon and Danbyer, what's the light status of your Google Wifi when you try to set it up? Also, could you share the case number of your interaction with our team so I could investigate further?

 

@Pineappleboy, to isolate the issue, could you also try resetting it using the app?

 

Let us know how it goes.

 

Thanks,

Edward

My router still shows blinking white light. I am able to factory reset it (when it goes solid yellow), and then ready to setup with blinking white light. My case number is 6-4741000032638, I have not heard back from the team on this case number since Sunday. 

 

Thanks Edward for looking into this matter, and I really hope that you can help. 

Pineappleboy
Community Member

Hi EdwardT,

Thank you for the response.  Re my situation, I do attempt to set up with the app, but the Nest Wifi Router doesn't get recognized by the Google Home app.

I do not have a case number.  How do I engage with a Google support rep to discuss and get one issued?

Thank you.

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

@CroMagnon, thanks for the response. I see that our team already sent you an email regarding this. Please respond to the email and continue the troubleshooting there.

 

@Pineappleboy, could you try resetting the Nest router without the WAN cable connected to it? Let us know if the light would go to pulsing white.

 

Thanks,

Edward

Hi Edward, 

Please stop making it seem like your team is waiting for my response. I have responded to them in a very timely fashion, and below is the final response from them.

As I have previously said on this thread, google team has been unable to help, and has taken zero responsibility for the abrupt functionality loss of the device that is less than 2 years old. This is the part that really bothers me, as it lays precedence for more google service going down in this manner, which makes me quite uncomfortable. 

"Hello Kundan,

Thanks for reaching out to the Google Nest Customer Care Team.

 
I'm sorry for the delayed response.
 
As per my higher tier of support: " It is something to do with modem provisioning allowing our Google Wifi to get a signal from their modem. It is something that we cannot do anymore. Yes, their previous router is working because it was provisioned to communicate with the modem but not our Google Wifi. "
 
Please call your internet service provider to provision the modem."

EdwardT
Community Specialist
Community Specialist

Hi CroMagnon,

 

Thanks for the response. I've been keeping an eye on your case and our team is looking into your case. Our team will respond on your last email once they get more info.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi CroMagnon,

 

I checked your case and our team sent you another email. Let's continue the conversation there as we need some information that can't be shared in public. 

 

Thanks,

Edward

Thanks Ed. I replied to that email two days ago. Appreciate your help in this matter, and I am looking forward to the next steps! 

EdwardT
Community Specialist
Community Specialist

Hi CroMagnon,

 

I'm glad to hear that. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

 

Thanks,

Edward