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VLAN tagging

Nikki229
Community Member

‎11-10-2024 08:48 PM

Hi, my ISP switched to PPPOE and I was requested to reset my NEST PRO. I entered the username and password, and it said “configuring PPPOE failed. Please note that VLAN ID tagging is not supported”. I reconfirmed with my ISP that they DO NOT use VLAN. 

Now my WIFI can be used in default settings (cannot change name and password), but it cannot be connected to Home app, and there is blue light indicating that it was not connected. I’ve gone through all the relevant help center webpages about VLAN issues, but seems like there is no one having the same problem as mine. 

Thank you for any reply. 

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jenniffert
Community Specialist
Community Specialist

‎11-15-2024 04:58 PM

Hi Nikki229,

 

Thanks for posting in the community! I'm truly sorry you're having inconveniences with the PPPoE to set up your Nest WiFi Pro in the Google Home app. I'd be happy to help!

 

I appreciate all the details you've provided. Just to confirm, could you confirm if you performed a factory reset after changing the PPPoE? If not, I'd recommend performing a factory reset on the Nest WiFi Pro to be able to set up again through the Google Home app. This is for the Nest device that takes the new information.

 

Additionally, to continue investigating, I'd like to ask the following:

 

  • Do you have a modem and router?
  • Are you using the Ethernet cable provided with the Nest Wifi Pro or a different one?
  • Have you tried a different cable?
  • What troubleshooting steps have you done so far?

In the meantime, I'd suggest the following steps:

 

  • Make sure the Ethernet cable is securely connected to the WAN port on your Nest WiFi router and modem. All devices should be powered on and connected to the same Wi-Fi network, and your modem should be linked to your internet provider.
  • Ensure all setup requirements are met. To double-check, you can go to Set up Nest WiFi Pro or Nest WiFi.
  • Perform a restart on the Nest WiFi Pro. For reference, you can check out this article: Restart Google Nest or Google WiFi devices.
  • Uninstall, then reinstall the Google Home app.

 

If you encounter any difficulties during the setup, please refer to these articles: PPPoE issues during Google Nest Wifi or Google Wifi setup and Troubleshoot Google Nest Wifi setup issues.

 

Let me know how it goes.

 

Best regards,

 

 

Jenniffer

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