Can't connect my Nest Wifi Point

[tommcdowall]

 This is the last message I got from google. I looked at  "Set up a network that uses VLAN tagging" and they said if use a VLAN Router it should work but I used my home Hub and then connected the nest via an ethernet cable and the point still didn't work

Hello Tom,

Good day! Sorry for the late response. I’m sorry Kath's not available this time, I'll take over the case for now.

We do apolo for what's happening. We understand that your internet provider claims that it's nothing to do about VLAN Tagging however Google Nest Wifi devices and setup doesn't support VLAN Tagging which can greatly affect how the router works as intended, especially with the internet speed and connecting access points.

For now, kindly work with your internet provider and correct the VLAN Tagging issue. 

For more information, you may refer to these articles related to your issue.

Fix your Google Nest Wifi or Google Wifi network

Set up a network that uses VLAN tagging

Show quoted text

[licquorice]

I have no idea what Google are talking about, you are not even using a BT router, you are using a Google router. The ONT which is a modem provides VLAN tagging toward the BT BRAS and cannot be changed.

[tommcdowall]

So this is Google's last response. It's frustrating as they're doesn't to be a solution. I've already paid money for a switch which didn't change anything and they now they are saying I should buy modem. Is there no solutions form BT's side

Hello Tom,

Good day! Sorry for the late response. If your ISP can't resolved the VLAN Tagging issue there's no way for us to resolved as well since they are the source of the internet.

For another workaround. You may put another standalone modem in between your ISP modem and Google Nest Wifi to resolve the issue. 

[licquorice]

As previously stated, Google are talking rubbish.

Every ISP/CP in the UK supplying a service, carried via the Openreach FTTC (VDSL2, ITU-T G.993.2) product, makes use of a VLAN (tagged 101) between the modem and the upstream equipment. The VLAN end-point is the modem. Any equipment connected downstream of the modem has no knowledge of that VLAN. The Openreach modems (in their default configuration) will remove the VLAN tagging, so as far as the router is concerned, there is no VLAN on your connection

This equally applies to FTTP, the ONT is the modem.

The problem lies fairly and squarely with Google.

[tommcdowall]

Ok so the below is complete bs.

Hello Tom,

Thanks for sending me the screenshot of the status report as you can see the gatewayI Address is still the same 172.xx.xx.56.Your ISP should address that first beacuse we/you done alot of steps even purchasing a unmanged switch. If VLAN tagging was isolated by your ISP you can perfectly fine the point that you have. 

How to Identify VLAN Tagging: 

A VLAN is a method of creating independent logical networks within a physical network. The easiest way to identify VLAN tagging is by observing the Gateway IP Address being used by the parent point. If the Gateway ends with anything besides .1 or .254 it will indicate VLAN Tagging is in use. 

Example:

• WAN IP: 136.30.67.165
• Gateway IP: 136.30.67.129

Have a new question? There are lots of ways to get back in touch with us below.

[licquorice]

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@tommcdowall wrote:

Ok so the below is complete bs.

Hello Tom,

Thanks for sending me the screenshot of the status report as you can see the gatewayI Address is still the same 172.16.10.56.Your ISP should address that first beacuse we/you done alot of steps even purchasing a unmanged switch. If VLAN tagging was isolated by your ISP you can perfectly fine the point that you have. 

How to Identify VLAN Tagging: 

A VLAN is a method of creating independent logical networks within a physical network. The easiest way to identify VLAN tagging is by observing the Gateway IP Address being used by the parent point. If the Gateway ends with anything besides .1 or .254 it will indicate VLAN Tagging is in use. 

Example:

• WAN IP: 136.30.67.165
• Gateway IP: 136.30.67.129

Have a new question? There are lots of ways to get back in touch with us below.

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They are talking complete and utter bo*****ks, 172.16.10.56. is the address of the BT BRAS  and Gateway ends with anything besides .1 or .254 it will indicate VLAN Tagging is in use shows how totally clueless they are.

[licquorice]

If they are complaining because 172.16.10.56 is a private address rather than a publicly routable address, it doesn't matter as it is no different to your private device IP connecting to the private address of the gateway on the router.

[tommcdowall]

The Saga continues. This is the last message. 

When your set up is ONT Box > BT Smart Hub 2 > Google Nets wifi router. You have to reach out to your internet service provider to let them know that you need some settings to be implemented to your modem to make it work properly with your Google Wifi. This is also what my Senior Specialist Team mentioned on the result of their investigation.

Option 1: Enable bridge mode on the modem and router combination/upstream router settings.

Option 2: Disable the firewall (or put it in the lowest available setting).

Option 3: Set a Demilitarized Zone (DMZ) on the modem and router combination/upstream router. Open a port for the Google Cloud service on the modem and router combination/upstream router using port number 5222 UDP. Note: This will help our Google Nest router to have a smooth performance compare to connecting it directly to the main modem as having VLAN Tagging is not supported. 

I read that the home Hub 2 doesn't support bridge mode, so option 1 is not possible. What are your thoughts on options 2 and 3

[licquorice]

The only BT device in your network is the ONT which is an optical modem. There are NO settings you can make as you cannot even access the ONT.

The routing functionality is being handled by your Google router. I'm not sure where to go from here but you are not getting any useful help from Google.

[tommcdowall]

My current set up is ont - home Hub 2 - nest WiFi. So it's 2 BT products. Yeah I'm not getting anything useful.