Unable to set up Nest Wifi

[Leah]

Hi. I am trying to set up a new wifi connection with Google Nest but I keep encountering an error message - Problem connecting to cloud. I am unable to progress any further to add my WAN settings. I have tried resetting the modem and router, and uninstalling and reinstalling Google Home, and nothing works. Can  someone please help? 

[olavrb]

How do you get internet into your place? What WAN type, and do you know if internet is VLAN tagged? What ISP and modem?

• Set up guide | https://support.google.com/googlenest/answer/9548301?hl=en
• WAN settings | https://support.google.com/googlenest/answer/6246630?hl=en
• Set up with VLAN tags | https://support.google.com/googlenest/answer/9798157?hl=en

How did you connect everything up? What happens if you connect a computer to the port you've connected Nest Wifi; does it get an internet connection and what kind of IP address do you get? If a local IP address, it indicates that you'll have double NAT.

• About double NAT and bridging
  • https://support.google.com/googlenest/answer/6277579?hl=en
  • https://support.google.com/googlenest/answer/6240987?hl=en

Where do you live (country)? Did you buy Nest Wifi in the same country/ region? This is important due to different regulations when it comes to Wi-Fi, but could also affect other aspects, as described in the setup guide:

• "Note: It's strongly recommended to purchase Nest Wifi from the country where you'll be using it. Since wireless regulations vary by country, you may experience compatibility issues if you move your Wifi device(s) to a different country and Google will be unable to offer support. If you're setting up a mesh network, it's recommended to purchase all of your Wifi points in the same country."

[Leah]

Hi. I don’t know the WAN type or what VLAN is, and I don’t have a computer with an Ethernet port. The ISP now seems to think the Google Nest is faulty so I think it’ll be easier to just get it replaced. Thanks very much for the help.

[EdwardT]

Hi folks,

@olavrb, thanks for the help!

@Leah, thanks for reaching out and I'm sorry to hear that you're having an issue with setting up your Google Wifi. Were you able to get it replaced? Let us know if you have questions.

Thanks,

Edward

[EdwardT]

Hi Leah,

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

[EdwardT]

Hi Leah,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward