Wifi point wont connect to cloud

[Katiehavingprob]

I purchased a Nest Wifi with router and 2 points today. One Router and one point works fine, but the other one keeps saying it cannot connect to the cloud, and is only showing up as a speaker, and not a point. I have tried factory resetting everything, as well as rebooting it, and nothing is happening. It won't let me remove it from Google Home app.

[Dan_A]

Hi  Katiehavingprob,

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)? Is this a first-time setup? What device are you using to set up your network (iOS or Android)? When you did the factory reset, was it the same steps as what you see in this link?

You may also try to 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.
    

Let us know how it goes.

Best,

Dan