Can’t get my Nest Hub Max to connect to wi-fi

[herdjoe]

Just opened my new Nest Hub Max out of the box. Plug it in. Follow the steps to connect it to Wi-Fi but it won’t connect. I double checked the password, restarted the router and modem, got a hold of internet company - all is good on that end. So next I tried to just use my phone’s hot spot for the internet, and still the Nest won’t connect to that even. I’m all out of ideas. Anybody that can help advise me what to do next?

[GothamNY]

Hi @herdjoe it's probably not connecting because you're using a hotspot. Most if not all of the Nest-connected devices require a secure personal WiFi connection. So that explains why it probably won't connect in that attempt.

As for the normal procedure, I notice you're using an iDevice, those generally always require that Bluetooth be turned on during the setup process for a Nest device -- location services may also need to be turned on as well. Give that a try and report back.

[herdjoe]

@GothamNY  thank you but still didn’t work. On my iPhone I made sure location services for Google Home is “Always” on, and for the Bluetooth, I see that it says “connected” to NestHubMax when I get far enough along the set up process. But still, can’t get the NestHubMax to connect to my secured 1000mbs home internet 

[herdjoe]

Still looking for help as it still won’t connect 

[herdjoe]

@GothamNY  or anybody that can help? I finally got my hands on an android tablet to see if that would help, but I am still getting hung up at the point where the device asks me to enter my Wi-Fi password. It says “Connection problem during setup” and then “NestHubMaxXXXX could not connect to Wi-Fi - please check your password”…. Even though I used this password to get my android tablet connected to my Wi-Fi and then the tablet asked if it could go ahead and use that password to connect the NestHubMax. I clicked yes, it still gives me this error. I then tried entering it manually, still gives me an error.  Please someone help 

[GothamNY]

Do you have a dual-band router? Are there any obstructions between the device and the router. Can you bring the device closer to the router and try setup? Do you have MAC address lockouts set (probably not if you got whatever table you have connected)?

Take a look at this.

[herdjoe]

@GothamNY  I am not sure if I do or don’t have a dual band router. It’s an “Arris BGW210” so I am going to guess that yes it is dual? Is there something I need to do differently? (I brought the Nest to within a foot of the router and still doesn’t work) 

[GothamNY]

Try seeing if you can get it connected using the slower band 2.4 GHz if it's dual-band.

[herdjoe]

I dont know how to do that? The tablets, nor the NEst, ask me about that? 

[GothamNY]

I'm going to suggest that you contact Nest support. I've run out of suggestions and ideas. You can do that here.

[GarrettDS]

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS