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Not enough information on how to set this up!

SallyC
Community Member

I'm going from OnHub to Nest and the mini-brochure is maddening. My modem connects to Netgear Fast Ethernet Switch, with three  ethernet cables there: one for wifi, one for the modem connection, and one for our security system. It all works fine with OnHub, but repeat attempts to replace OnHub with Nest have failed. I'm about ready to put it all back in the box and ship it on home to Google. Is it even worth making the change?

9 REPLIES 9

Juzdu
Silver Product Expert
Silver Product Expert

I wonder if changing the switch might help here. Make it so that the only thing plugged into your modem is the Nest wifi router. Then use the ethernet port on the router to run into your switch, and plug your security system into that. Having the switch between the modem and router could be causing you some issues with the Nest wifi.

And if the only thing you have plugged into the switch is your security system, perhaps even plug that directly into the Nest router, and do away with the switch altogether? It's just the switch might come in handy if you need anything else hardwired down track.

SallyC
Community Member

I tried what you suggested but it didn't work. The Home app on the phone froze each time I tried scanning the QR code on the bottom of the Nest. I think I'll return this.

SallyC
Community Member

Also our security system was disconnected while I experimented with different configurations, and I  spent an hour with tech support trying to reconnect it, now am scheduled to have a service person come to fix it. This was a bad experience.

Jeff
Community Specialist
Community Specialist

Hi, SallyC.

I'm sorry that you've had such a frustrating time during setup. You mentioned that you were having a technician out to help. Were you able to get things sorted out there, or are you still stuck in the setup phase? Let me know where things stand and I'll be happy to help you look into this.

Thanks.

SallyC
Community Member

Thanks- it got worse and worse! We did a virtual video consult with ADT and after various steps and another hour the tech told me to call netgear, that it was their problem. The number he gave me for netgear support was dreadful and probably a fishing scam, but I was kind of numb at that point. They did a takeover of my computer! and were trying to get me to buy some kind of virus protection "for life", very creepy. n solution was their name. Been monitoring my bank account daily ever since. Went back to ADT in one last desperate call, and the tech person had one last possibility, sending the alarm cable directly to my Go. (At this point had already shipped back the Nest.) That worked, whew, since we were going out of town next day and needed home security. Thanks for asking. Three other cords still go into the switch, and from there to the router.

Jeff
Community Specialist
Community Specialist

Sounds like quite a confusing series of events there, SallyC. Sorry it's been such an ordeal for you. At this point do you feel like things are more sorted out? Do you need anything else from the Nest community on this?

SallyC
Community Member

No, but thanks. I'll try some other system next, not sure what.

Jeff
Community Specialist
Community Specialist

Sorry we weren't able to resolve it for you here, SallyC. Hopefully your next solution works out for you. I'll go ahead and close up the thread, but if anything else is needed down the line, please feel free to open up a new discussion.

Thanks.

SallyC
Community Member

Thank you Juzdu. I will try this tomorrow when family members won't be complaining about the loss of the internet!