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Wifi can't find internet connection

sprofi1333
Community Member

Sunday

I came home from vacation to find my Nest Wifi Pro with a blinking yellow light. I did a factory reset but can't finish setting it up in the Google Home app because it keeps saying it can't find a connection to the Internet. My modem and ISP say the Internet isn't out. The modem's light for being connected to a device is blinking suggesting it knows it's connected to the router, but the ISP said their diagnostics showed no Ethernet connection to the modem.

I tried changing Ethernet cords but it's the same results. I tried plugging the modem to my PC instead of the router but it also sees a connection to a network but says there's no internet connection. 

I'm out of ideas. Could the modem be faulty?

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1 REPLY 1

virnab
Community Specialist
Community Specialist

Thursday

Hi sprofi1333,

 

Thanks for reaching out to us.

I understand that when you returned from your vacation, you found your Nest WiFi Pro with a blinking yellow light, unable to connect to your network. I appreciate the troubleshooting you've already done, including performing a factory reset, changing Ethernet cords, and plugging the modem into your PC to check the network connection. Since none of those steps worked, don't worry—I'm here to help.

To provide you with better assistance, I would appreciate you responding to the following questions:

  • Is your mobile device operating system updated?
  • Are you using the latest version of the Google Home app? If not, this Google Nest Help Center article provides helpful instructions: Update the Google Home app.
  • Besides the Nest WiFi Pro router, do you have more child points?
  • Do you see the Nest WiFi Pro router on the 'devices' or 'favorites' tab in your Google Home app?

In the meantime, I recommend you try the following troubleshooting steps to reconnect your Nest WiFi Pro to your network:

Perform a 2-minute power cycle on your modem:

  1. Disconnect the power from the modem.
  2. Disconnect the Ethernet cable and power cord from the Nest WiFi Pro router.
  3. If you have additional child points, disconnect the power cord from them.
  4. Leave everything unplugged for 2 minutes.
  • Start a 2-minute timer to track.
  • Check the make and model of the modem, and make sure there isn't a backup battery. If there’s a backup battery, remove the battery. Otherwise, it won't perform a power cycle.
  1. Connect the power to the modem, then wait up to a minute until the modem fully powers on.
    • All light indicators must be solid colors.
    • Connect the Ethernet cable, then the power cable to the Nest WiFi Pro router, and wait until it is fully back online. 
    • If you have more child points, connect the power cord to them.

After performing the previous steps, please let me know the status of the Nest WiFi Pro LED light color.

I will be looking forward to hearing from you.

 

Best regards,

Virna

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