Nest Audio fails on wifi connection step, factory reset didn't help

[_far_]

Hi,

Two nest audio that were connected as a speaker pair, are being moved to a different network.

The speaker pair was deleted, and the speakers deleted.  They were factory reset using the mic off + hold top middle method.

Starting off getting them setup works fine (via the bluetooth component) up until the setup wifi step which always fails.  I've deleted the app, created new account/house/factory reset again but nothing seems to work.  Same issue happens with pair of mini's that used to be connected as speaker pair, but doesn't occur for 2xgoogle home minis that were setup individually.  So problem only seems to occur when they used to be part of a speaker pair, then factory reset doesn't seem to fix something with the wifi.  Everything else on network connects fine to new wifi, only problem is with googles from speaker pairs.

What is wrong/what should I try next? 

Thanks for any help

[Muddi]

Hi _far_,

Thanks for visiting the Community.

I know how challenging it is when you can't connect your Google Nest Hub to your network. To confirm, have you tried the steps provided by @RachelGomez123?

Let us know if you still need help, and we're glad to further assist you.

Cheers,

Muddi

[LovelyM]

Hello _far_, 

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist and answer any questions you may have.

Best,
Lovely

[_far_]

Thanks Rachel, Muddi and Lovely, I had already tried all those steps and more, ended up on chat with representative and it is being replaced under warranty as it cannot be connected to as it always fails at the wifi step of setup.

[LovelyM]

Hey _far_, 

Appreciate the update and for working with us through this issue! I'm glad a replacement was processed for your Google Nest Audio. Let me know if there's anything else I can do to help.

Many thanks,
Lovely

[LovelyM]

Hi _far_,

Chiming in — how's it going? I'm just making sure you're all good now. let me know if you need anything else.

Kind regards,
Lovely

[_far_]

Hi there, to be honest not sure what is happening.  I was told that the 2xNest Audio being under warranty would absolutely be replaced and that checks were being done for the 2xNest minis that were out of warranty but failed doing something as simple as changing to new wifi network and was told checks were to be made with management and response in 48hours and highly likely to be replaced. 
Switching networks worked fine for another 2 older gen google home I have, it was only the 4 by newer ones that fail at wifi connection point.  I've been told twice over last couple of weeks that someone would absolutely email me, and the second time told same day will see email about the nest audio.  The email would be details to post these 4 back.  But I've heard/received nothing after 2 lots of promises.  Have checked spam but nothing there either.  Not sure what is going on 😞

[Muddi]

Hi _far_,

Sorry to hear that. Could you provide your case ID so I can check it for you?

Cheers,

Muddi

[_far_]

Thanks Muddi!  First case, plus then second checkin on the first are following.  Email was expecting the notification on was same one as the serial number details were sent in on.  d*****#

1:  4-9355000034057

2:  8-0501000034162

[Muddi]

Hey _far_,

Thanks for the information. I followed up with the team. I'd suggest keeping track of your inbox as our team will be emailing you soon for more details. 

Cheers,

Muddi

[_far_]

Thanks they did contact me straight away. 

However everything is now OK - the app on phone updated itself so had another go, and all 4 added effortlessly exactly as would be expected.  I've let the team know to cancel the 2 cases above.

[Muddi]

Hi _far_,

Perfect! I'm happy to hear that everything is now working. It looks like the current update on the Google Home app fixed the issue. I'll lock the thread after 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Cheers,

Muddi