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problem whit my google home

ricardojaulin
Community Member

I bought my Google Home to use in Colombia and it works well. Now that I am in another country (France) I am trying to connect but it won't let me. I am in a student residence, meaning that the Wi-Fi is from the "public" residence, but I get a sign that tells me that since my Google Home was manufactured for another country, it may not be compatible in the country where I am. now. Could you please help me with this situation since it doesn't seem right to me that a company as big as Google doesn't let me operate in other countries.

I am waiting for your response.

Thanks.

3 REPLIES 3

MplsCustomer
Bronze
Bronze

@ricardojaulin 

There seem to be problems trying to use a Google Nest device in a country other than the one in which it was purchased; "We don’t recommend using your Nest camera in a different country than where it was purchased":

https://support.google.com/googlenest/answer/9219307

Also, there may be problems connecting with networks like the one in your student residence:

https://support.google.com/googlenest/answer/9249905

You could try contacting Support, using the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

David_K
Diamond Product Expert
Diamond Product Expert

To add to what MplsCustomer mentioned, this isn't Google stopping you using your speaker in different countries, this is something fundamental to how Wi-Fi operates.

Google Home and Google Nest products are optimized to work best with specific Wi-Fi standards depending on where they are sold. This means if you buy a product in one country, it may not work as expected, or may not work at all, if you try to use it in a different country than where it was purchased.

The first thing to try is to factory reset your speaker and retry setup. However, as MplsCustomer mentioned, Google Home and Google Nest products are not compatible with Wi-Fi systems, known as captive portals, that require you to login or register first to be able to access the internet. There are a couple of possible solutions for this:

  1. Check with whoever manages your Wi-Fi if they have a process to whitelist or register your device. They do this by allowing the unique MAC address of the device. Not all providers will be setup do this however. In addition, even this may not work on some Wi-Fi networks, as the administrator may have enabled a security feature called client or access point isolation, which prevents different devices from communicating with each other (i.e. your phone or tablet communicating with your speaker).

  2. Although unsupported by Google, you can try to use a phone or tablet as a Wi-Fi hotspot. However, this is not recommended and will use your mobile data plan, which could be expensive for you depending on the data plan you have with your carrier. Note you will need 2 devices to set this up.
    • Turn on the Wifi hotspot feature on a phone or tablet. If you're not sure how to do this, refer to the manufacturer's support website.
    • Connect a second phone or tablet to that Wifi hotspot.
    • You can then use that second phone or tablet to setup your speaker and connect it to the Wi-Fi hotspot on the first phone or tablet.

  3. If you're able to use  a wired network connection instead, you could invest in your own cheap Wi-Fi router, connect that router to the wired network provided and connect your devices to that router instead.

Anonymous
Not applicable

These joke toy cams don't work anywhere and these experts are no help. Return all nest products for a full refund.  The yayhoo will spew a few more posts of nonsense and lock this thread soon and there will be no resolution.

What is the nest yayhoo level from platinum?  Excrementum?