Google WIFI

[andreneo]

Google WIFI device light not showing even after plugging in/out & also tried replacing new plug point. Device is under one year warranty and purchased in Jan 2022. Please advise how to come about sending my faulty device for service or possible to replace a new set instead. Device was purchased in Singapore via a local online marketplace (Lazada Singapore). I look forward to hearing from you, thank you. 

[EdwardT]

Hi andreneo,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your Google Wifi. I'd love to know more about this and I have a few questions:

• Have you checked if the light is turned off in the Google Home app?
• Is the setup SSID broadcasting? 
• Was there a power outage at the time this occurred?

Looking forward to your response.

Thanks,

Edward

[andreneo]

All checked. The faulty device’s light do not seems to light up at all regardless me changing new cable wired plug **bleep** new power point. Whereas my other two devices are working well. It’s bought as a set of 3 devices. The faulty device was used as router initially, but now, I’ve to disconnect from Google home app and reconnect again depending on my two outstanding available devices instead, thank you.

[EdwardT]

Hi andreneo,

Thanks for the response. Have you also tried doing a factory reset on the device that you're having issues with?

Thanks,

Edward

[andreneo]

How to factory reset? The device don’t have light up when plug in? 

[EdwardT]

Hi andreneo,

Please try to hold down the reset button of your Google Wifi for atleast 10 seconds and let us know if there are any changes on the device,

Thanks,

Edward

[andreneo]

The device do not have a reset button at all. How to press the button?

[EdwardT]

Hi andreneo,

Thanks for the reply. You could click on this link to see how to reset your Google Nest devices. 

Let us know how it goes.

Thanks,

Edward

[andreneo]

I did factory reset with my Google app and the faulty device still do not have any lights on. Hence, I can’t get it connected to my other working device as well, thank you. 

[EdwardT]

Hi andreneo,

Thanks for the update. We'd like to know more about this. Please fill out this form so we could investigate further.
 

Thanks,

Edward

[EdwardT]

Hi andreneo,

It's us again. A quick follow-up — have you had the chance to fill out the form?

Thanks,

Edward

[EdwardT]

Hi andreneo,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi andreneo,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[andreneo]

I went to service centre for device replacement, but my faulty device is export set. Hence, not eligible for replacement. 

[EdwardT]

Hi andreneo,

Thanks for the update. I'm sorry to hear that your device isn't eligible for replacement but were you able to fill our the form from the link that I sent above?

Thanks,

Edward

[EdwardT]

Hi andreneo,

Were checking back in.  Let us know once you've fill out the form so we could investigate further on what's happening.

Thanks,

Edward

[EdwardT]

Hi andreneo,

Just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward