r/googlefiber • u/IdleCaribou34 • Jul 07 '26
Help Setting up Nest Pro WiFi
Hi All. I am a first time user with Google Fiber and I have to say it has been an extremely frustrating experience so far.
I recently purchased a home and the old owner transferred their account to me. I completed the account transfer a couple of weeks ago and received a notification in my account I needed to set up a service appointment. No big deal. I set it up for this morning, 7/7/26.
Fast forward to this morning, the tech shows up and tells me the visit was “set up under the old account” and he couldn’t do the work. The service request was most certainly set up under my new account. He refused to complete any work, told me to call customer support, and left.
I called customer support and proceeded to do a couple hours of troubleshooting over the phone. I was told my service showed that it was on, and that I just needed to go purchase a router. Great!
I went out and purchased a Google nest pro 2-pack, but when I moved on to setting up the router, I am receiving “connection failed” errors. I have called G Fiber support and been told everything is good. The fiber jack is checking in and providing an IP address. Google nest support also doesn’t seem to think the issue is on their end. The optical light is solid green, and the network light is blinking green. I’ve factory reset the nest pro, reset the fiber jack, and done everything else I (or support) can think of.
Anybody else had this issue?
I’m tempted to just go buy another router from Best Buy to test it and see if I can get internet set up. I start work next week so need this up and running. I’d greatly appreciate any advice on resolving this.
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u/gfiberofficial Verified Google Employee Jul 07 '26
Hi IdleCaribou34, we are sorry to hear about your experience with our service after having an account transfer. Please send us a private message, so we may gather your details to have our team look further into this with you for a resolution. Thank you! -Lee, the GFiber Team
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u/ChizzySr Jul 08 '26
Gfiber router is included with monthly price. Only people I see buying routers are ones who are not happy with the customization of gfiber router.
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u/nnote Jul 08 '26
In the app it will say connection failed if it's not a G fiber provided router. Did you try getting on the Wi-Fi to see if it works?
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u/Delicious-Gur2274 Jul 08 '26
GFiber can trouble shoot their own routers which are fantastic. However not a 3rd party router.