Wifi-Points won't connect. Worked in the past.

[Susan9]

I have a problem with Google Nest Wifi. We have purchased in 2021 (Novembre 26th) the Google Nest WiFi Router and WiFi point. It was a package with router and wifi point.  In January 2022 we bought an additional Google WiFi point.

In 2021 we used the router and both Wifi points. No problems occurred in that period. Around November 2022 we stopped using 1 Wifi point because we didn’t need it anymore (no more working at home). The other Wifi point stayed online all the time. Today we decided to enhance the connection with one of our cameras in our backyard. We wanted to connect the unused Wifi point but we weren’t successful. When we tried to add the Google point it said the Wifi Point was made for another country and possible doesn’t work with our wifi-network. Strange because we didn’t have had this message before. I have tried multiple times but nothings seem to work. I restarted the network a couple of times. I have reset the Wifi point a couple of times. I tried to connect the wifi point very close to the router and also from another room. At the end I was so frustrated that I reset the entire network as a ultimate solution. But now the troubles increased because I can’t connect both of the wifi points. So sad because one of them was working. I now have the same issues with both of the wifi points. In the install process I get the message ‘other country’. When I proceed everything seems to work until the last phase. The wifi point is attached to the network but he can’t connect to the network. The nest wifi point appears in the google home app, but without the room-name in which it is placed. I also can’t perform a mesh-test. I can’t give voice-commands (it tells me in French that I have to connect it in the Google Home app).

I am desperate because I don’t know what I can do to solve this. Everything worked fine in the past. Why doesn’t it work anymore? The router and wifi point all are from FR (it says so on the boxes) so that can’t be the problem.

I hope you can help me/us out.

I have already emailed my problems to Google. They responded only 1 time. The offered solution:  change the language of my application before I reset' didn't work. I have let them know on November 24th but untill now no response. Emailed again with no response. Tried to call of through Facebook messenger but there is not a working phone numer of webpage. 

Really hoping anyone can help!

Susan, the Netherlands

[Dan_A · Accepted solution]

Hi Susan9,

That certainly isn’t the experience we want you to have, and we apologize for the delay. 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)? Do you have the Internet on your modem? Could you describe the topology of your devices, starting with your ISP's modem? Did your ISP give you a modem/router combo?

You can do a sequential reboot of your entire network and see if that helps, or please perform a 2-minute power cycle on your entire network to re-establish the connection on your connected devices. Here's how: 
 

1. Disconnect the power from the modem.
2. Disconnect the Ethernet cable and power cord from the parent point.
3. Disconnect the power cord from the child points.
4. Leave everything unplugged for 2 minutes.
5. Connect the power cord to the modem then to your router and points.

Also, you can give these steps a try:

1. If you're using a modem/router combo, set that to bridge mode to avoid double NAT issues.
2. Make sure that there is minimal to no interference (concrete, bulletproof glass, metal, mirror, etc.) and the points are no more than two rooms apart.
3. Remove any special characters in your network name and password.
4. Turn off IPv6:
   1. Open the Google Home app Google Home app.
   2. Tap the Wi-Fi coin  and then Settings.
   3. Scroll down and tap Advanced networking.
   4. Scroll down to IPv6.
   5. Toggle the switch off Toggle button off.
5. Change your DNS server into 8.8.8.8 on the primary and 8.8.4.4 on the secondary server. Hit the save/ floppy disk icon on the upper right.
6. Unplug the power from your Google Wifi devices for 2 minutes.
7. If the issue persists, try factory resetting your network. Take note that this will delete all network data.

You may skip any step that you’ve done already.

Let us know how it goes.
 

Best,

Dan

[Susan9]

Hi Dan,

Thanks for your professional answer. Turning off IPv6 and a sequential reboot was the solution for me. Many thanks!

Kind regards, Susan

[Dan_A]

Hello again, 

Perfect! Thank you for following the steps. If you have any future questions or concerns, you know where to find us. We're here to help.

Cheers,

Dan