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Older gen Google wifi points (pre best) cannot connect

griffinwhale
Community Member

So I've had three Google wifi points for 2 years or so now. I recently moved and suddenly the ease of use of the products are gone.

 

I've deleted and tried to start over but some of the steps are missing (qr coding the products to add to the network is missing).

I add one of the three and it works. I was able to connect 3 mini Google speakers successfully also, plus the nest home.

 

Now the two additional mesh points will not add. I go through the (+) and go through the initial steps and it never finds those two. It is a new modem and router (ATT). Everything else connected but these two and it's very odd. Original install two years ago had me qr code. But now it's not part of the process. I had the products back when there was two apps (home and wifi were separate).

 

Any suggestions?

 

Thx,

Steve

11 REPLIES 11

Jeff
Community Specialist
Community Specialist

Hey, griffinwhale.
Sorry for the late response here, but I wanted to check in to see if you were still having this issue and to see if you have done any troubleshooting so far. If you still need help, let me know and I'll be happy to work on this with you.
Thanks.

griffinwhale
Community Member

So far, no. We've done so many factory resets it's feels like an obsession. One connects and nothing else. When we first set it up, it used the codes underneath, now we moved and that isn't part of the set up and uses a search feature. It doesn't help us or we're doing something wrong.

Jeff
Community Specialist
Community Specialist

Hey, griffinwhale.

When you're setting up the network, it's not giving you the option at all to use the codes? When you're setting up the devices and it searches for devices to add, does it show any errors, or does it stay stuck searching? Do you have any of the points connected as a router to your modem at all?

It does not give any option to re-use the codes under the devices. When setting up a device, it can see it, but when you try to connect it, it does not work. No errors when searching, just errors when trying to re-connect. Your question about points connected as a router... No, I have the 3 wi-fi points, with 1 google wifi router (feeding from Att). 2 of the 3 connection points work, the third cannot be found. 

Jeff
Community Specialist
Community Specialist

Hey, griffinwhale.

Since you have already tried a variety of troubleshooting steps and are still having issues, I would suggest contacting support so that they can help you diagnose and see if the point itself has an issue. You can contact support here: https://bit.ly/3o1aRK5.

If you have any issues contacting support, please let me know.

Thanks.

I have, been a couple months and no response. I keep trying, but my support request goes nowhere.

Jeff
Community Specialist
Community Specialist

Ok, sorry to hear that, griffinwhale. Have you happened to have received a case ID number by any chance, or has it never even progressed to that point? I would like to see what's going on with your situation and see if I can't push things along for you.

It hasn't generated any progress. If possible and since you are the first to say, hey I can help, can I work directly with you?

Jeff
Community Specialist
Community Specialist

Hi, griffinwhale.

Sorry for the delay in getting back to you here. There are actually other reports of this coming in from other users, so it's something we've made internal teams aware of and they're working on a fix for this. As they dig deeper into things and work on a solution, I'll update you on anything I can find out. If things change on your end for the better, feel free to update things here. Hopefully we can get this sorted out before long.

Thanks.

Jeff
Community Specialist
Community Specialist

Hi, griffinwhale.

It's been some time since we worked on this and I wanted to check in to see if things were still the same on your end or if you have noticed any changes. Let me know where things are at and we can pick this back up if you're still seeing troubles.

Thanks.

griffinwhale
Community Member

I've given up. I try once and awhile and get the same experience. I've exhausted internet searching for answers on it. Others experience it but no one has said much in the way of a solution.