Useless customer support

[DJ9]

4 hours talking to customer support in the Philippines and still no connectivity between Nest router and Nest points.Made contact again with customer support today and immediately cut off!Absolutely useless……. Not what You would expect from Google. £300 worth of kit and it doesn’t work - what a con!

[Jeff]

Hi, DJ9.

Sorry for the frustration you've been having with your setup and with customer support. I would be happy to help you sort out both issues. Do you happen to have the case ID number that support provided? If so, could you share it here so I can look into things and we can address this more directly? I look forward to working with you on this.

Thanks.

[DJ9]

Thank you Jeff for your speedy response. 

I finally managed to get connected to customer support again (28 March) and 1 hour later it was concluded that I needed to get in touch with my ISP (BT/Plusnet) to get them to (and I quote) put "my modem/router into bridge mode” as the issue is that my existing Plusnet router/modem is “interfering” with/preventing the Nest router’s (successfully connected to my existing router/modem) ability to connect with the Nest Points (x2).

So I shall now contact my ISP - when I have recovered my equilibrium from this nightmare onslaught of IT gobbledegook! - to see if they can resolve this issue.

The proposed solution does seem logical to me ( as I have previously experienced a similar problem with a Sonos music system fighting with a non mesh wifi extender system) ….so fingers crossed the ISP can adjust my router modem as appropriate so that the Nest router can act as the primary/ solo router and duly enable connection to the Nest points. 

Since this must be  common enough problem I am surprised that this isn’t raised at the beginning of a customer support conversation or even on the Google Home app…….so that customers like me don't have to go round and round in circles for 4 hours😬!!!!!

However I am not sorted yet…..but will keep faith until I speak to the ISP (Plusnet)

The original case support number was:Case ID [2-6232000032118] ( March 21st)The advisor was very polite/helpful……but after 4 hours we got nowhere and it was suggested that my i-phone was “corrupted" so  the Google Home app wasn’t working as it should and he even suggested I take the product back to where I purchased it !!!??!!! Really?

If you have any further suggestions/help then  I would be delighted to here it.

Thank you for your interest and offer of assistance in this matter

DJ9

[Jeff]

No worries, DJ9.

I'm happy to hear you got another opportunity to work out an explanation with support. If things don't progress after the talk with your ISP, I'll be happy to jump right in there until we can get this sorted out. Thanks for sharing the case ID, it'll be good reference for me to have when we start digging into things. Let me know how it goes with the ISP.

Thanks.

[DJ9]

Jeff,

Thank you for follow up. I have spoken to ISP (Plusnet) and they advise their supplied Hub One router/modem cannot be put into  'bridge mode'. Looking at their community forums in this context it seems a third party modem only device is required which will then enable the Nest Points to connect to the Nest router. The question now is which modem to purchase that will be compatible with Plusnet ISP. Any thoughts on this?

Regards and thanks

[olavrb]

It should work even if you can't bridge your modem. This kind of setup is also called "double NAT", as you'll have two routers with NAT functionality between you and the internet. It's not optimal, but it works.

I'll leave some URLs here that might help:

• https://support.google.com/googlenest/answer/6240987?hl=en
• https://support.google.com/googlenest/answer/6277579?hl=en
• https://support.google.com/googlenest/answer/9548301?hl=en

At what point in the third URL is the setup failing, what does it say?

[EdwardT]

Hi folks,

@Jeffrey and olavrb, thanks for the help!

@DJ9, I'm sorry to hear that you're having an issue with setting up your Google Wi-Fi points. I'd love to know more about this and I have a few questions:

• Does your router have the same network name as the Google Wi-Fi router?
• What message are you getting when it fails?

Looking forward to your response.

Thanks,

Edward

[EdwardT]

Hi DJ9,

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 DJ9,

Just checking in to make sure that you saw 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

[EdwardT]

Hi DJ9,

Since we have not received any more replies for quite some time, I will lock this thread now. Please feel free to create a new thread should you have some more questions or concerns in the near future and we'll be more than glad to help.

Thanks,

Edward