Trouble shoot new Google Nest router + 2 points

[TD74]

@googlesupport

Hey I need help please! I have plugged everything into the right ports for the router, scan the QR code & the app goes to a WAN page wanting all the digits. I’ve trouble shooter this and Google states to go to PPPoE section and I’ve tried multiple passwords, account name (as the first made up one didn’t work). there’s an error message every time regarding the PPPoE. (Which I can’t recreate at the moment, because I’ve put my old router back on again.) do I have a faulty unit??

I thought that the QR code was meant to basically give all the information that the phone needed to connect, and then I create a name and password that we used to share to everybody to log into this new router.??  Please help. I hate technology lol (I also hate that Google doesn’t have a phone number then I can ring for Support or even an active live chat) Thank you

[olavrb]

What ISP (internet service provider) do you have?

What modem (brand and model)?

Are you running double NAT? Nest Wifi does not always handle that well. More about that:

• https://dongknows.com/double-nat-vs-single-nat/

Do you know if your ISP uses VLAN tagging _and_ PPPoE? Nest Wifi isn't very good with that combination.

About supported WAN types:

• https://support.google.com/googlenest/answer/6246630?hl=en

About supported VLAN tags:

• https://support.google.com/googlenest/answer/9798157?hl=en

About a workaround if ISP uses VLAN tags not supported by Nest Wifi:

• https://superuser.com/questions/1148268/how-to-ditch-centurylink-fiber-modem

[LovelyM]

Hello everyone,

I appreciate your assistance, @olavrb. 

@TD74, thanks for reaching out. Have you tried the troubleshooting steps in the links suggested by olavrb above? Let me know if that helped or not, so we can try something else. 

Best,

Lovely

[LovelyM]

Hi TD74,

I want to ensure you are good to go. Please reply to this thread if you still need assistance, so I can give you a helping hand.

Sincerely,
Lovely

[LovelyM]

Hey TD74, 

Due to inactivity, I'll go ahead and lock this thread in the next 24 hours. I'd be glad to help you further, so if you still need assistance, feel free to start a new thread.

Thanks, 
Lovely