Google nest hub won't connect to wifi

[eastlondonguy]

Changed my broadband provider today and the nest hub just won't connect to wifi. 

Have tried, 

factory resetting the hub

splitting the 2.4 and 5ghz networks

turning the router on and off. 

Nothing seems to work.  Please can anyone help?

[David_K]

I'm assuming other devices are connected okay? Try these steps:

1. Make sure your Google Home or Nest device is within 15 - 20 ft (4 - 6 m) of the Wi-Fi router.
   
   
2. Make sure Wi-Fi, Location Services and Bluetooth are turned ON on your phone or tablet.
   
   
3. Turn OFF mobile/cellular data.
   
   
4. Reboot your router. Most routers just require that you unplug the power source and then plug it back in to reboot.
   
   
5. Reboot your Google Home or Google Nest device.
   
   
6. Make sure you're using the latest version of the Google Home app, by checking your app store for any updates.
   
   
7. Restart the Google Home app.
   

• Android: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app.
• iPhone/iPad: Swipe up from the bottom, hold, then let go. Swipe up on the Google Home app. On older devices with a home button, double-click the Home button, then swipe up on the Google Home app.
• Turn Wi-Fi off and on again on your phone or tablet.
• Reopen the Google Home app.

You may also want to try setup using a different phone or tablet if you have one, just to test.

[GarrettDS]

Hey there, 
Just wanted to jump in here to check to make sure that you saw the response from davidking. Shoutout and huge thank you to davidking for the help here. Please let us know if you have any other questions or concerns.

Best regards, 
Garrett DS

[Jake]

Hey eastlondonguy,

I wanted to check in, and ensure you are good to go. Please let me know if you are still having trouble, as I will be locking the thread due to inactivity. 

Best regards,
Jake

[Jake]

Hey eastlondonguy,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, 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

[eastlondonguy]

Doesn’t seem to let me fill in the form.

i keep getting this error

Refresh this page and try again. Sorry, There was a problem with the form.

[Azarco]

Hey eastlondonguy,

Thanks for letting us know, let me check this out with our team. While doing that, a few more questions though: what's the exact message you're getting when connecting your Google Nest Hub to your network? Also, have you tried reinstalling your Google Home app? 

Try these additional steps to isolate the issue:

• Check router settings. (AP isolation must be disabled and UPnP must be enabled). 
• If you're using an iOS, turn on Local network access for the Google Home app. Here's how: Privacy > Local Network > Google Home app 
• Use a mobile hotspot to set up your devices. Let's have a separate phone that will serve as a source of internet (mobile hotspot) and the other as your setup device. Connect your setup device to the other phone's mobile hotspot and let's attempt to set up the Google speakers on that network and let's see if it will connect.

Looking forward to your respond.

Thanks,

Alex

[Azarco]

Hey eastlondonguy,

Checking back in to see if the troubleshooting steps shared help. Let us know by updating this thread, and the community will be happy to lend a hand.

Best,

Alex

[Azarco]

Hey eastlondonguy,

Just checking in to make sure that you saw my response. I'll be locking this thread if we won't hear back from you again in 24 hrs. Should that happen, feel free to create a new one if you have more questions or have other concerns in the future.

Regards,

Alex

[eastlondonguy]

Hi, sorry for the late reply. Still not working at the moment. I’ll try again next weekend

[Azarco]

Hey eastlondonguy,

Thanks for letting us know. I'll keep this thread open for a few more days so that you can update us about your Nest Hub. We'll be waiting for your update.

Best,

Alex

[Azarco]

Hey eastlondonguy,

Still need our help? Let us know how's it going with your Nest Hub.

Thanks,

Alex

[Azarco]

Hey eastlondonguy,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the community and we’ll be happy to help.

Regards,

Alex

[eastlondonguy]

Hey, nope there seems to be some setting on the router or wifi which is stopping this from working. 
Everything else works except the google nest hub.