home network doesn't connect to internet but guest network does

[wittlerj]

I have had my nest wifi system for a couple years and recently no device can get online when connected to my home network. I have no problem with devices connecting to the guest network. This wasn't really an issue until the last couple of week and now my printer isn't discoverable by any devices on either network. I have restarted the modem, I've reset the network, I've unplugged and plugged back in the router. I don't know what else to do. 

[mrphil85]

Can't help but have similar issues and feel your pain 

[GeremiG]

Hi folks!

Thanks for posting in the community. I'm sorry to hear that the devices connected to your Nest WiFi system aren't connecting to the internet, while devices connect to the internet when connected to the guest network. I appreciate your efforts in taking those steps before. I'm happy to help you!

To help me find the best solution, I'll need to ask you a few questions:

• What model of Google Nest WiFi device do you have? Here is an article that can help you identify it: How to identify your WiFi device.
• How many Google Nest WiFi devices do you have?
• Do you use a modem and router combo?
• Have you made any recent changes to your network settings (e.g., DNS, IP address assignments, firewall rules)?
• Do your Google Nest WiFi devices display any LED lights? If so, what color are they?

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[mrphil85]

Hi Geremi

Thanks for replying. 

I have 3x Google Nest Wifi Pro Routers in a mesh system (although only two currently work because a power pack has stopped working - that is a separate complaint that I am managing re case 9-2940000038732). 

I originally had the Google Nest Pro Router plugged straight into the modem. This worked fine until about 2 weeks ago when I started to experience connectivity issues. Nothing had changed in terms of the network set up or router locations etc which is why I am struggling to understand the root cause.

I am now going via my ISP router which is plugged into the modem (so modem > ISP router > Google Nest Pro #1 > Google Nest Pro #2). Via the ISP router, EVERYTHING connects, all devices. Via the Google Nest Pro, some devices connect most of the time, some never connect (laptops seem to be the main device that cannot connect at all). 

I have tried moving locations, switching the order of the Nest Pro routers, I always get the same results. 

The Nest Pro Routers always have a solid white light and in the Home app, speed and mesh tests always suggest everything is connected and happy. However, some devices can never connect (either get "No Data Connection" or "No Internet, Secured".

Thanks 

Phil

[GeremiG]

Hi @mrphil85!

Thank you for the information provided. Let's work together for a solution.

Your Nest Wifi Pro router needs to be connected to a modem. Connecting 2 routers can extend the Wi-Fi coverage in your home. But when there are 2 routers ― each with their own private Wi-Fi network ― your personal devices can have a hard time communicating with each other. This scenario is called Double NAT. Here's an article that will guide you step-by-step through how to fix Double NAT: Fix Double NAT when two routers run at the same time.

If the problem persists after fixing Double NAT, let’s perform some troubleshooting steps:

1. Let's check if we have any special characters or spaces in the SSID or password.

• Let’s remove any spaces or special characters from the SSID or password, if there's any. The SSID and password are both case-sensitive, and if there are special characters or spaces, it might cause connection issues. Special characters could be apostrophes, commas, underscores, quotation marks, and UTF-8 (emojis).

2. When you run the mesh test to verify the connection between your points, do you get any message indicating a "weak" connection? If so, let's move the WiFi points closer to the main router.

3. Let's run a 2-minute power cycle.

• Disconnect the modem from its power source.
• Unplug the Ethernet cable and power cord from the parent point.
• Remove the power cord from the child point.
• Leave everything unplugged for 2 minutes.
• Connect the power cable to the modem and allow the modem to fully turn on before proceeding.​ This process can take up to a minute.
• All light indicators should be solid colors.
• Connect the Ethernet cable, then the power cable, to the parent point. Wait until the modem is fully back online.
• Connect the power cable to the child point(s).

4. Let's check your network's performance over the next 24 hours.

Please keep me posted. I'll be waiting for your response.

Best regards,
Geremi

[mrphil85]

Sorry, just realised I replied to the wrong topic with my own issues, did not mean to steal the thread!