Unable to Finish Nest WIFI Setup

[Karthik_in]

Hi

I had no issues using nest WIFI for quite sometime, recently i changed my ISP. After that on Google Home APP the router and wifi point were showing as offline even though internet and wifi was working. I did factory reset in the App and on the device as well. Now when i am trying to setup the router i am getting error "Something went wrong" "Looks like we lost contact with your Wifi point, Please ensure that WI-Fi and Bluetooth are still enabled, and try setup again"

I did hard reset multiple times, the setup goes through all the steps, at the last leg when the screen shows "Gathering more info" i get this error.

Pls help on this.

[Jeff]

Hi, Karthik_in.

Sorry for the setup issues you're having with your network. That sounds like a major frustration. Let's see what we can do to get this working correctly for you.

I do have a few questions that might help us out.

• When you changed the ISP, did they give you a modem/router combo, or is it just a modem?
• Is everything wired the same way it was with your previous ISP?
• Can you double check to make sure the ethernet cable is plugged into the correct port on the Nest WiFi router?

If you can give me a few more details about the setup with the new ISP modem, I think we could get this worked out. I look forward to your reply.

Thanks.

[Jeff]

Hi, Karthik_in.
I just wanted to check in real fast to see if you saw my reply and to find out if you still needed any help on this. If you're still needing assistance, please just let me know and I'll be happy to continue helping.
Thanks.

[Jeff]

Hi, everyone.
As we haven't had any activity here recently I'm going to go ahead and close the thread. If you have more to add, feel free to start a new discussion.
Thanks