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Google chrome and mini not connecting to Wi-Fi.

Wayne1
Community Member

Recently changed from ADSL to NBN I  loaded through home Google chrome and a mini, but google nest and another mini will not see and load to Wi-Fi.  Provider has checked input and output and all seems to be operating as normal. I have rest model and factory reset both google products but obtain the same result. I  would appreciate any suggestions o  how this problem can be rectified. 

11 REPLIES 11

frances
Community Specialist
Community Specialist

Hello Wayne1,

 

Thank you for reaching out. I appreciate you taking the time to try some troubleshooting steps. I am sorry to hear that your device is not connecting to WiFi, I understand your concern. I would be more than happy to help look into this issue. 

 

First, I have some questions to allow our team to get a better understanding of this situation.

  • Which device are you using for Google Chrome? Is that device unable to connect to WiFi as well?

  • How long did your Google Nest Mini work before encountering connectivity issues?

  • How did you discover that it was having connectivity issues? 

  • Did the device give an audible error like:

    • “I can't reach the internet right now. Check your modem or router connection and try again.

    • “I can't connect to the Wi-Fi network. You might want to check the connection settings in the Google Home app”

    • Something else? (Please note the error message, or how the issue was discovered)

  • What is the Firmware version for your device?

  • What is your WiFi setup? (single router or multiple access points - how many?)

  • What is the location of the affected speaker in relation to the WiFi Access Points/Routers? 

  • Did your change WiFi setup recently?

    • If so, was it was working fine before? What did you swap your original WiFi device or provider to? 
       

Lastly, if you could send in feedback regarding this situation, I would appreciate it. 

 

I look forward to your response, thanks for your patience!

Jake
Community Specialist
Community Specialist

Hey Wayne1,

 

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity. 

Best regards,
Jake

Wayne1
Community Member

Jake, 

Yes and no regarding the nest working. There has been occasions where it has connected by itself and stayed on for maybe one or two days then drops out with message that it can not connect to Wi-Fi. Also attempted to connect via usb and ethernet cable to no avail.

So I just do not know

Wayne 

.

Jake
Community Specialist
Community Specialist

Hey Wayne1,

 

I am truly sorry for the trouble and frustration that you are having with the device. Wi-Fi issues are truly never ideal, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

Wayne1
Community Member

Jake I have submitted form as requested. Weird as mini, chrome, TV, computer, phone, tablet and kobo all connect

Jake
Community Specialist
Community Specialist

Hey Wayne1,

 

Thank you so much for filling out the form. Please let me know if you have not heard from our Team, as I want to ensure you are being helped and the device is working properly as intended.

 

Best regards,

Jake

Wayne1
Community Member

Jake I am yet to hear from the team. Thank you for the follow up

Jake
Community Specialist
Community Specialist

Hey Wayne1,


I am sorry you have not heard from our Team yet. I did review with the team, and they currently have a backlog they are going through at this time. They will be reaching out very soon, and I do appreciate the patience with our Team. Please let me know if you have any other questions from here, as I would be happy to assist.

 

Best regards,

Jake

Wayne1
Community Member

Not an issue Jake it will happen when workload permits.

Has been strange no connection for a few weeks, thursday afternoon massage came up to link account, i did hub activated for a couple of hours then dropped out with message saying that it can not connect to Wi-Fi. 

Wayne1
Community Member

Jake I  have never though that the Hub was an issue over a week ago I disconnected the WiFi to ths television and only connect when required. Since that time the Hub activated and has operated since and has not dropped out due wifi connection. What are your thoughts.

Jake
Community Specialist
Community Specialist

Hey Wayne1,


I am glad to hear you have resolved the issue and everything is working properly from here. With that being the case, I am going to lock the thread at this time. If you have any questions, please feel free to create a new post.

 

Best regards,

Jake