Using Google Hub and Point with Talktalk ISP Router

[hubba-hubba]

HI. I'm trying to set up a 2 device mesh with a Talktalk FAST5364 router as the 'modem'. I have read all kinds of advice but no 'complete' advice telling me how to set this up. The router has 5 LAN ports and a WAN port. I understand that the ideal thing would be to plug into the WAN port of the router, however, when I do this the Google Hub complains that it has connected to the router but is not getting an internet connection.

When I plug into the LAN, I do get internet capability and I could set up the Hub, and then for connected wifi devices that don't physically move around the house it seems to be ok (albeit it looks like I have created a double NAT scenario). However, our phones sporadically lose internet connection but still have connection to the Google Hub (it says 'connected without internet'). We all have Android phones and this affects all of them. The connection is restored if we turn our phone wifi off and on again.

I saw one comment that said if I could move to the WAN port then it may get rid of this issue, but I can't find a way to make that possible. There seems to be some discussion on forums that Talktalk has VLAN ID of 101, while it seems that the Google Hub only supports a very limited number of VLAN IDs, and 101 is not one of those (one suggestion is to get a smart switch to combat the VLAN ID issue, maybe that is the best fix but not sure).

You can see that from having no knowledge of router issues I've tried to learn enough to fix this issue, but alas I can't think what to do next. Any suggestions would be very gratefully received. Thanks in advance.

[Jhonleanmel]

Hi hubba-hubba,

Thanks for posting ― let's get this sorted out.

A few questions: are you using a modem/router combo from your Internet Service Provider (ISP)? What device are you using to set up your network (iOS or

Android)? Are you setting up Google Wifi or Google Nest WIfi? Also, do you have Internet from your modem?

Give these steps a try:

1. Inspect the bottom of your main point for the setup network and setup code.
2. Go to your phone's settings, then WiFi. Then check if that same setup network will appear as one of the available WiFi networks your phone can connect to.
3. If already connected, I need you to forget that network and reconnect back.
4. If not yet, I need you to connect to it and use the setup code as the password.
5. Turn off your cellular data and make sure that your Bluetooth and location services are on. Then check if you can still access the Internet while only connected to the setup network.
6. Reinstall your Google Home app.
7. Attempt setup.
8. Try another phone.
9. If the issue persists, factory reset your device.

Let us know how it goes.

Best,
Mel

[Jhonleanmel]

Hey hubba-hubba,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[hubba-hubba]

Hi Mel,

Thanks for the response and sorry for slow reply.  In answer to your questions.  

The router is from tha ISP (TalkTalk) and it is a combined modem and router.

I'm setting up Google Nest wifi using and Android phone.

Both the ISP router and the Google Nest hub always have internet connection all the time (other people are streaming T.V. for example when my Internet drops from the phone).  I saw a thread from somebody else on this and they changed their Google Nest connection from LAN to WAN but that doesn't work for me.

With regard to your list of options, are you thinking that my phone is sometimes connecting to the setup network, I wasn't quite sure of the advice?

Many thanks

Paul

[AbigailF]

Hey folks,

Thanks for the help, @Jhonleanmel.
@hubba-hubba, the steps Mel provided are for when the phone used to set up can't properly connect to the setup network. Let us know once you've tried all of the steps and if the issue still persists. We're here to help out.

Best,
Abi
 

[hubba-hubba]

Hi both,

Thanks for the explanation. 

I can tell you that all four android phones in the house have the same issue so it does not seem to be limited to the phone that did the setting up.  

Any other ideas?

[AbigailF]

Hi hubba-hubba,

I'm sorry to hear that you're still having an issue with your Google Nest Wifi. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Thanks,
Abi

[hubba-hubba]

Hi.  I've raised a helpdesk item with google support.  Already tried some things that did not work but I will get back in touch with them tomorrow for phase 2.  Could be related to the point not keeping up with the router switching  channels but confess is didn't 100pc understand.   Looks like it will be escalated next.  I will let you know how it goes.  Many thanks so far. 

[AbigailF]

Hey hubba-hubba,

Thanks for the update. Can I have the case ID number of your interaction with Google support so I can take a look? We'll wait for your update.

Best,
Abi

[hubba-hubba]

Hi Abi,

My case number is 0-9955000033239.  Apparently I need to call talktalk and ask them to reprovision my router/modem (could be a nightmare with talktalk but I will give a go tomorrow night).  Wish me luck 🙂.

[AbigailF]

Hello hubba-hubba,

Let us know once you've contacted your Internet Service Provider and if the issue is resolved after troubleshooting with them. We'll wait for your update.

Regards,
Abi

[hubba-hubba]

Hi, after 3 calls to the Google support line I'm not hopeful of a solution.  I am being asked to get TalkTalk to implement an IP address pass through.   However, I'm not expecting that to be possible because their router does not have a bridging feature.   I did explain that to them.  The reason is that they are blaming the loss of Internet connection on the double NAT situation we have, but I don't get why that only impacts internet connection on mobile devices.  I was also told that the Google hub is having difficulty getting an IP address but again I don't understand why that would only affect mobile devices.  In summary I'm approaching the conclusion that this can't be fixed, but if you do have any ideas I will happily try anything. 

[AbigailF]

Hi hubba-hubba,

Thanks for the update. Are you able to request a different modem from your Internet Service Provider? It can also be a compatibility issue with your Google Wifi devices, even if it only affects your smartphones. 

Cheers,
Abi

[AbigailF]

Hey hubba-hubba,

We’d like to check in again in case you have any further questions or concerns. Feel free to reply to this thread and we’ll help you out.

Best, 
Abi

[hubba-hubba]

Hi Abi,

Thanks for checking in.  In the absence of any alternative information I have decided that the Google nest hub is not compatible with my current router.  I'm quite sad about it because I like the features that Google home offer me and the idea of the mesh but my ISP have terrible customer support and Google support don't seem inclined to help fix the issue (they keep trying to push me to get bridging mode from the router but that is not possible without buying a new one) so I'm reluctantly throwing in the towel unless you have any further ideas?

Regards,  Paul

[AbigailF]

Hello hubba-hubba,

We suggest you to get a different modem or have the modem you currently have bridged as it is a vital step to ensure that your Nest Wifi router will connect successfully. Please update us once you get an update from the customer support of your Internet Service Provider.

Regards,
Abi

[AbigailF]

Hi hubba-hubba,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions ― we'd love to help.

Thanks,
Abi

[AbigailF]

Hey hubba-hubba,

I'm 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.

Cheers,
Abi

[hubba-hubba]

Hi Abi,

It looks like Google Nest is not compatible with TalkTalk customers without significant further investment in equipment and time.  Thanks for your support.   Please do close down the thread as I'm having to admit defeat. 

[AbigailF]

Hey hubba-hubba,

Thanks for the update. I’m sorry to hear that. We're sad to see you go. If ever you change your mind, we're here to help. I’ll close this thread in 24 hours. Feel free to post a new thread if you have new questions or concerns.

Best,
Abi