Unable to set up Google Nest Mesh

[sharonleey]

I just got my Google Nest Mesh Wifi.  My ISP is NEXT Fiber with a Calix Optical Network Terminal  modem.  During setup, the Google home app doesn’t connect to google nest wifi router.  It seems to stall on the screen that says “Connecting to Wifi router”. Then, after several minutes, says to reboot the modem.  I do and then repeat the setup.  After several more minutes trying again to connect to the Wifi router, it gets to that same screen saying to reboot or that the WAN settings may need to be configured.  What should I do?  Thanks for any help.

[Jeff]

Hi, Sharonleey.

I'm sorry for the issues you're having getting your WiFi network set up. I imagine that's a really frustrating experience. Let's take a look at the situation and get this sorted out for you.

I do have a few questions for you.

• How is your router connected to your modem?
• Have you been able to verify that your modem is receiving an active connection from your ISP?
• Have you referred to this article regarding WAN settings? https://bit.ly/3E5qrfR

While you won't be able to edit settings for WAN in the Home app until you get connected, you should be able to check with your ISP to see what you are working with currently and if you can make any changes through them. Go ahead and let me know the answer to those above questions and I'll be happy to continue working with you on this. I look forward to hearing back from you. Thanks.

[sharonleey]

Thanks for the info; but, I have returned the Google Nest.  My ISP said that it should definitely work with my modem; since other subscribers are using the Nest router.  I could only assume that the one I got was defective even though it was new in the sealed box.

[GarrettDS]

Hey there,

Sorry to hear that you ended up returning the device. I'm going to go ahead and lock this thread. If you have any further questions go ahead and create a new thread. 

Best regards, 

Garrett DS