added another Google WiFi, not broadcasting SSID

[nekkron]

i recently moved and had two Google WiFi (NLS-1304-25) working great and still do. however I've bought a new Google WiFi and through a complicated way was finally able to get it to join the network via a wired backhaul. sadly it is not broadcasting any WiFi. I've verified the cable is good and the LED is white. are the new Google WiFi incompatible with the old Google WiFi? (and no, there are no nest wifi anywhere in the network)

[Jeff]

Hi nekkron,

If you are referring to the Nest WiFi Pro as your new setup, then no, the older Google and Nest WiFi points are not compatible. The Nest WiFi Pro uses a 6GHz band to communicate between points, so the older models are not able to extend the mesh network as they use 5GHz bands to communicate with one another. If you are talking about another product, let me know.

Thanks,
Jeff

[nekkron]

My new point is a Google WiFi point. However a newer model than the older Google WiFi points I already have, but for sure is not a Nest point.

[AbigailF]

Hello folks,

@nekkron, let's make sure that we're talking about the same Google Wifi devices. Can you check this link and confirm? We'll wait for your update.
@Jeff, thanks for lending a hand.

Regards,
Abi

[nekkron]

@AbigailF & @Jeff, according to the link, my receipt from the Google Store, and the box it came in, the device I just purchased was the Google WiFi. I had read multiple comments before purchasing that Nest and the old Wifi systems don't play well together. I ensured I purchased the Wifi device which looks the exact same as my existing ones, except the power plug isn't USB-C like the old Wifi. 

[AbigailF]

Hey nekkron,

Thanks for the update. Could you send me a screenshot of your Google Home app showing your main Google Wifi router and points? Tap the 'Devices' tab to see it. We'd like to check if the Google Wifi points are online.

Best,
Abi

[nekkron]

While the Home app states this is a Nest Wifi router, when selecting the router & point it indicates it's a Google Wifi router.

As you can see, the router is model NLS-1304-25 (Google Wifi)

[AbigailF]

Hi nekkron,
 

Thanks for the details. Based on the screenshot, it hasn't been set up yet. You will need to factory data reset your 3rd Google Wifi point first and it should have a pulsing blue light. After that, you should be able to set it up using your Google Home app. Let us know how it goes. 
 

Cheers,
Abi

[nekkron]

I've attempted to re-add the point multiple times, however during the "Finalizing your network" phase it continually fails. This happens despite being in line of sight and about 2-3 meters away from the main router. Plugging the new point into a wired connection on the same network as the existing Google Wifi devices, I'm able to add the point. 

As soon as I disconnect the point from the wired connection, the new point doesn't connect via mesh. Plugging Ethernet back in immediately brings the device online. However, using the app "Net Analyzer" I do not see the new point broadcasting despite having an Ethernet backhaul or not.

[AbigailF]

Hello nekkron,

Thank you for the update. It's possible that the device region of that specific Google Wifi point doesn't match with the ones from your older Google Wifi router and point that you were able to set up. To confirm, where did you buy your Google Wifi devices?
 

Regards,
Abi

[nekkron]

This may be accurate. As the original points were purchased from USA store and I may have purchased the new point from the Italian store. 

Does Google offer a return policy?

[AbigailF]

Hi nekkron,

Yes, Google does offer a return policy. A few questions: was your device bought from our online Google Store? When did you purchase your device? We'll wait for your update.

Thanks,
Abi

[nekkron]

I purchased the point from the online Google Store. 

[AbigailF]

Hello again nekkron,

My apologies for the late reply. If you purchased it from our online Google Store in Italy, it would have a different device region and would not match with your other devices. You have 15 days to return it from the day you received it. More details here. Let us know if you have any other questions and we'll be happy to help out.

Regards,
Abi

[AbigailF]

Hey nekkron,

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

[nekkron]

I've reached out to support and they will be replacing the device.

[AbigailF]

Hi nekkron,

Thanks for the update. As we got our resolution here, I'm going to mark this thread as resolved. I'll be locking this thread if we won't hear back from you in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Cheers,
Abi