New nest router won’t connect

[LynMarie]

Picked up a Google nest system. So stoked, but when I attempted to install, I cannot get past the initial router steps. Make it all the way to checking internet connectivity, but keep erroring out at that stage. Everything has been unplugged, reset, rebooted etc. trying to connect directly to a standard modem provided by my internet provider. My old router still connects fine, but the Google one won’t!

[Stubsup2]

I’m having the same issue! Still looking for a solution. 

[Jeff]

Hi, LynMarie.

Sorry about the setup difficulties you've been having. I imagine you've been frustrated trying to get things working. I have some questions to help us narrow down a fix here.

• Are you using a VPN on your network or any of your devices involved in setup?
• How is your router wired up to your modem?
• Do you have any switches present between your modem and your router?
• Is the old router still connected during setup?
• Does your modem have its own WiFi signal as well?

If you can give me a bit more to go on, we can narrow down the fix here. I look forward to hearing back.

Thanks.

[Stubsup2]

Hi Jeff,

From what I gathered, my Telekom Speedport Pro does not have a bridge mode and therefore does not play well with the Google Router. It works fine with wifi points but because it receives and transmits its own data and wifi (it's a hybrid wifi hotspot and modem), the Google Router is not compatible unless set into its own bridge mode which is then incompatible with the wifi points to create a mesh network. The only solution for us is moving to a larger city since there aren't any other providers in our area without costing considerably more. 

To answer the questions though, we do not have our use a VPN, the router is directly plugged into the Speedport Pro using one of its several Ethernet ports, no switched are involved, I have tried connecting the Google Router to the Speedport while powered on and powered off - neither worked, and yes, the Speedport has its own wifi signal. 

[Jeff]

Hey, Stubsup2.

It appears that you're dealing with a double NAT situation. That can be fully explained here: https://bit.ly/3k7Hhmv.

There are ways to work around double NAT, but your setup from your ISP might simply be incompatible given that you can't enable bridge mode for the built-in router/modem combo.

I would reach out to support to see how they would handle the incompatibility or to see if they have any additional ideas. You can reach them here: https://bit.ly/3o1aRK5.

Let me know if you run into any issues connecting with support or if you have any more questions.

Thanks.

[Jeff]

Hi, Stubsup2.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[Stubsup2]

Hi Jeff,

Thanks for the response and guide. We are moving to a location with better Wi-Fi availability so I have stopped troubleshooting. Everything I tried with our current setup was all too finicky for me and our provider has been doing different repairs to the dsl lines in our area which has made the connection even less predictable. I’m done messing around with it for now. 
Thanks!

Steve N. 

[EdwardT]

Hi folks,

@Jeffrey, thanks for the help!

@Stubsup2, Thanks for the update. Please give us an update once you've installed the Google Wifi or if you still need assistance. We're here to help!

Thanks,

Edward

[EdwardT]

Hi Stubsup2, 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi Stubsup2, 

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,

Edward