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Problems connecting to Hub to wi-fi: Turn off AP Isolation and can't turn on Personalisation

BruceA
Community Member

‎10-09-2024 07:14 AM

Issues adding devices:

I have had issues adding a Google Mini speaker and Home Hub display. They connect but fail when trying to connect to wi-fi with a suggestion to Turn off AP Isolation. Both eventually connected after multiple resets/reboots. Howevever, I did a factory reset this morning on my Home Hub as it wouldn't allow me to turn on personalisation. Now I'm stuck at the connecting to wi-fi stage again (see error message below). 

The Virgin Hub has no way to disable AP Isolation but it connected previously and worked (bar the Personalisation being off). To eliminate an issue with the Deco Mesh, I created a test home using the router's own wifi but still get the same issue. I just got another Google Audio today and have the exact same error trying to add it (yes, I factory reset it). I have tried turning off 5Ghz so only 2.4 Ghz is running, closed and opened the app.

I'm running a Deco mesh system from my Virgin Hub 3 to get a good signal as half my house is basement and there's steel framed stud walling.  The Home hub is a GA000516-US and it gives a warning that wi-fi might not work as it was made for another country (USA I assume). 

Personalisation shows as off:

The Home Hub shows personalisation as off but the toggle is on (green). Wondering if this is why Personalisation isn't working? My Google Mini and Google Audio both allow Personalisation to be turn on and it displays as on.  

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jenniffert
Community Specialist
Community Specialist

‎10-12-2024 03:50 PM

Hi BruceA,

 

Thanks for reaching out to the community. I'm sorry to hear that you're experiencing inconveniences connecting your Nest speaker and Nest Hub to the WiFi network. Help’s here!

 

I appreciate all the information you’ve provided. As you’ve mentioned that you can’t turn on "Personalization," I’d like to clarify if you’re trying to turn on Personal results.

 

In addition, to better investigate the inconvenience, I’d like to ask the following:

 

  • Has the speaker and display been previously set up?
  • Did you purchase this device in the same country where you are currently?
  • How long did the device work as intended before the issue started?
  • Has the Google Nest been connected to this network before?

In the meantime, I’d suggest the following steps:

 

  • Try checking your router documentation to learn how to disable AP isolation. If you don't have access to your router settings, try contacting your ISP or router manufacturer.
  • After that, continue performing a factory reset on the Nest devices. Then, set the Nest devices up in the Google Home app. For reference, you can check out these articles: Factory reset Google Nest or Home speakers or displays and Set up your Google Nest or Home speaker or display.
  • If this doesn't work as expected, try connecting the Nest devices to a different Wi-Fi network or mobile hotspot to isolate the inconvenience.

Please let me know how it goes.

 

Best regards,

Jenniffer

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