Hey @lelindds .
The link to the "Contact Us" is below where you can select the method you want to choose.
As far as the issue, this is common if the Spectrum modem isn't in Bridge Mode. This is something that should happen automatically but sometimes fails. Fortunately, it is something that I should be able to assist you with.
Follow the below and let me know the outcome:
- Remove the power cable and all other cables from the Spectrum modem and the Nest Wifi except the Spectrum incoming feed to the modem
- Connect an Ethernet cable from the modem to the Nest Wifi
- Make sure no other cables are connected to either the modem or the Nest Wifi EXCEPT the Spectrum cable bringing the service into the modem (likely a coaxial cable)
- Plug in the modem power cable and then immediately after the Nest Wifi power cable
- Wait for both to fully boot and try the installation again through the Google Home app
If you still have issues, contact Spectrum and have them send a reprovisioning signal to your modem. If you did a reset on the modem already, this step will have to be done BEFORE attempting the above. This can sometimes be done via an online portal but varies by area. Make sure they do not do anything else and understand you don't need anything more as they will try to convince you that the Nest Wifi won't work so they can put one of their wifi devices in instead and charge for rental.
I have Spectrum with the 1Gbps speed with my own modem and the Nest Wifi Pro 2-pack and haven't had any issues with setup, service, or bandwidth. I chose to purchase my own modem so I would have the most up-to-date hardware available which Spectrum doesn't typically use, although the older is usually adequate.
Let me know if the above is successful or if you need additional help; I'd be glad to assist.
Contact Us (if you still want or need it)
