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Unable to re-add a previously configured two-point + router network

Jair
Community Member

I’ve tried everything in my somewhat-beyond-ameture capability. 

TL;DR

I had a 2-point plus router network working fine, changed ISP, had to reconfigure, couldn’t. Tried to factory reset, now it doesn’t progress past “failed to update”. Google Nest wificare aren’t working on my case. 


I switched ISP, my new provider (nbnco via Tangerine) use PPPoE WAN config - previously configured network was DHCP. I tried to change WAN config without changing much else. Wasn’t able to proceed to PPPoE settings because google asked that I disconnected my ethernet. Did that, just was never able to change the settings. Tried closing app and opening again, tried connecting to mobile network to get to the same step, same again, etc. 

Decided that I would factory reset network, did so via home app, all good, network disappeared. Tried to re-add nest wifi router to only get stuck on the dreaded first step after scanning QR code. Tried nest router factory reset (button on underside) to no avail. Tried for around ~8 hours, often times progressing past but never got past the “update” section of the nest router section. Makes sense as I was never given the option to sign in to PPPoE account. Tried a different iP13, it allowed to get to the PPPoE sign-in section, but only once. 

tried to reach out to google asking for a call, their operating hours are from 11:59AM - 12PM M-S. Naturally, it asked me to request a call during support hours?

Sent messages to a chat helper, who never responded to my two messages until 30 minutes later saying that he was canning the chat because I wasn’t responding. Then sent an email with background to NO response. Like, come on. Is no one at google trying to help me resolve this?

 

Thought I’d turn to the community for help. Thank you in advance for any support you wish to offer. 

1 Recommended Answer

Jair
Community Member

Hi Edward, I ended up resolving by myself. I used a third device and for some reason it worked. 

View Recommended Answer in original post

5 REPLIES 5

EdwardT
Community Specialist
Community Specialist

Hi Jair,

 

Thanks for reaching out and I'm sorry to hear about your experience. Could you share the case ID of your interaction with our team so we could investigate further? Also, what happened when you try to enter your PPPoE credentials?

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Jair,

 

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

 

Thanks,

Edward

Jair
Community Member

Hi Edward, I ended up resolving by myself. I used a third device and for some reason it worked. 

Jeff
Community Specialist
Community Specialist

Hi Jair,

 

I'm happy to see that you got things worked out and I appreciate you letting us know what did the trick for you. Before I mark this as resolved, is there anything else you might need?

 

Thanks,

Jeff

Jeff
Community Specialist
Community Specialist

Hi all,

As we got our resolution here, I'm going to mark this one as resolved in the next 24 hours. Thanks to all who helped and contributed. If anyone has any other needs, please feel free to let me know before the lock.

Thanks,
Jeff