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Problems connecting Neato Botvac D7 to Google mesh Wi-Fi

BonnieNeptune
Community Member

Has anyone had any luck connecting a Neato Botvac D7 to your Google mesh wi-fi?

 

I have tried everything including working with Neato support. They even sent my robot back for service and return it to me and still no dice.

 

The robot is supposed to be compatible with both 2.4 and 5 ghz. I have tried it on both the regular Network and the guest Wi-Fi and neither one has any symbols or weird characters in the SSID name.

I have tried everything I can think of! Any suggestions? My Roomba connected no problem. But this robot just will not connect!

22 REPLIES 22

kev3
Community Member

I had a similar issue, the only way i could get these devices to connect was by creating a guest network and adding them to this.

Hi there! I have a guest network ant it won't connect to that one either. Did you do anything special when you set that one up? 

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

Sorry for the issues you've had getting your device to connect to your network. I know you were looking at options, but I wanted to touch base to see if you were able to get this worked out or if you still needed some help. Let me know and I would be happy to jump in here.

Thanks.

Hi Jeff,

I still need help. Neato returned my robot from being "serviced" and it's still not discoverable on the network. I do feel this is a network issue, however, as I had it connected to my old network prior to converting over to Google Wi-Fi. I would absolutely love some assistance!

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

I'll go ahead and consult with an internal team here and see if they can provide any additional insight on this for us. I'll update you when I know more.

Thanks.

That is amazing, thank you for the extra assistance! I'm not a network tech but I am technical enough to do troubleshooting with some direction so I'm happy to try anything. I love our mesh Wi-Fi and this is the only device I've had difficulty with. Upon searching the net, I'm not alone so this might help others as well. 😊

Jeff
Community Specialist
Community Specialist

Hi, BonnieNeptune.

I'm still waiting on word from our internal teams, but I do have a couple of questions that might help us out while we wait for that.

  • When the vacuum came back, did it have your previous settings, or had it been factory reset?
  • Does the network see the vacuum and just not connect, or is it totally invisible to the network at all?

Let me know what's going on with those questions and I think it would help narrow ideas down. Thanks.

BonnieNeptune
Community Member

Hi Jeff,

Great questions!

  • The robot came back and looks to have been factory reset. It's hard to tell because we did a factory reset prior to it leaving also.
  • The network does not see the vacuum at all. So the app looks for it and says it doesn't see it but also when I was troubleshooting with Neato, they asked me to look for it in the listed networks and it wasn't there - which is why they had me send it in. But I suspect that Google isn't letting the robot connect be visible as opposed to the robot not transmitting the signal (if that makes sense). 

Jeff
Community Specialist
Community Specialist

Hi, BonnieNeptune.

Thanks for the additional info and insight. Our internal help will be able to view that, and it's giving me some more directions to investigate. I'll touch base when I know more.

Thanks!

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

I've passed your specific situation onto another internal team and someone will be reaching out to you via the email address you used to sign up for the forums. Look out for that soon and they will get some more specific info from you and will be able to help you out further.

Thanks!

Jeff
Community Specialist
Community Specialist

Hi, BonnieNeptune.

It's been a few days and I wanted to follow up to see if you were able to connect with your internal support team and if you have made any progress with this. Hopefully things are progressing, but if you need any more input or help from my end, please let me know.

Thanks.

Hi Jeff,

Thank you for following up. I haven't heard from anyone from the other team. Can you please have them try reaching out again? 

Thank you!

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

It might take then a day or two to reach out to you. Keep an eye on your email address. I will also watch the progress of your case and we'll make sure you hear from someone.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

While we hear back from support, I did get referred to a case where someone was having a similar issue. I'm going to share what worked for others and we can see if it will work for your case. Here's that help thread: https://bit.ly/3nDp00T

A couple of things to notice first, is to make sure your network's password or name doesn't have any special symbols. It needs to be all numbers and letters. If you have that, you would need to change that before anything else.

If that's not the issue, you might need to change some settings for your network in the Home app. If those settings look confusing to you, let me know and we can go step by step.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

I wanted to follow up once more and see if any of those new steps helped you out with your situation. If that worked or if you're still needing help, just let me know.

Thanks.

Hi Jeff,

 

Thank you so much for the suggestion - I had actually found that thread as well, prior to posting here. The steps did not help but I could probably use some assistance since one of the steps didn't make sense. I tried accessing the link again so I could point out where, and the link no longer works. 

My network name and password do not have any special symbols.  

I still need assistance and I'm very appreciative for your help!!

~Bonnie

 

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

I know it's been a while, but I didn't want you to think that I had abandoned this. I am still waiting for further assistance on this from an internal team, but I'll definitely let you know if I hear anything new.

Thanks.

Jeff,

You are amazing. Thank you so much for staying in touch and helping me fix this!

~Bonnie

Jeff
Community Specialist
Community Specialist

Sure thing, BonnieNeptune. I know these things can be frustrating, so I'm just hoping we can get it all sorted out.

Thanks.

Jeff
Community Specialist
Community Specialist

Hey, BonnieNeptune.

I still haven't heard back from our internal team on this, but I wanted to follow up to see if you had any luck with support or if this was still ongoing with you. I definitely want to make sure you get the support you need. Let me know if this is still ongoing.

Thanks.

Hi Jeff,

Thanks for staying on top of this. I haven't received anything from Google support and Neato support was useless and closed the ticket, resolving nothing. I still need help, when the team has time to figure it out - knowing that the holidays are around the corner, I'm okay waiting!

Jeff
Community Specialist
Community Specialist

Ok, BonnieNeptune. Thanks for the update. I'll circle back with my teams too. Thanks.