No internet connection during setup

[FCE]

Hi there, i just got my google nest wifi pro in germany.

During setup I cannot get an internet connection. I have a "fibreglass" ( Glasfaser) connection from "Deutsche Glasfaser".

I tried to change Internet settings to pppoe and entered my credentials there but no luck.

How do i get it to work?

Edit: i am currently using a Fritz box and everything works smoothly.

If there is dedicated forum for Germany, could anyone provide a link? Thanks a lot.

[luciaaa]

Hi, @FCE,

Thank you so much for reaching out to the community. I'm truly sorry you're having trouble setting up the Nest WiFi Pro. I’m happy to help you and find a solution. 

To better assist you, I would like to know: 

• What troubleshooting steps have you done so far?
• Do you have modem and router? 
• Are you using the Ethernet cable provided with the Nest Wifi Pro or a different one? Have you tried a different cable?

Since the setup process is failing, please try these steps:
 

• Make sure the Ethernet cable is securely connected to the WAN port on your Nest WiFi router and modem. All devices should be powered on and connected to the same Wi-Fi network, and your modem should be linked to your internet provider.
• Ensure all setup requirements are met. To double-check, you can go to Set up Nest WiFi Pro or Nest WiFi.
• If it is still not working after that, force close, then reopen the Google Home app.
  • For iOS devices: Quit and reopen an app on an iPhone.
  • For Android devices: Find, open, and close apps on Android
• Uninstall, then reinstall the Google Home app.
• Forget nearby networks:
  • For iOS devices: How to forget a Wi-Fi network on an iPhone, iPad, or Mac
  • For Android devices: Connect to WiFi networks on your Android device.
• Restart Google Nest or Google WiFi devices.
• If previous steps fail, it’s recommended you try another phone or tablet for setup. Make sure to login with the same Google account on the secondary device.

Please let me know how it goes.

Best regards,

Ana