Google home hub not able to detect or connect to WiFi with Nova NetComm router

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joshtnx

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#255887 4-Sep-2019 20:47

Hi all - I have fibre broadband with Nova and am using their supplied NetComm router.

I have also recently bought (from TradeMe) a new nest/Google home hub. Unfortunately the hub cannot detect my WiFi networks. It can detect all the neighbours networks. It also can't connect to mine even when I manually type in the details.

I have tried resetting my router, hard resetting the hub, and using multiple devices to try to set up the hub.

Does anyone have any suggestions for what else might work? Could there be issues with the router? All my other devices connect to it.

tripp

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#2310784 4-Sep-2019 20:51

Change the channel of your WiFi on your router.
If the hub is from the US then they don't use some of the wifi channels we do here.

joshtnx

19 posts

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#2310786 4-Sep-2019 20:54

Hi, thanks for the idea - unfortunately Nova lock down access to the router and I am unable to login to it to do that. I will try calling their helpline tomorrow though to see if they can do that for me.

tripp

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#2310787 4-Sep-2019 20:56

joshtnx: Hi, thanks for the idea - unfortunately Nova lock down access to the router and I am unable to login to it to do that. I will try calling their helpline tomorrow though to see if they can do that for me.

It's normally just under wifi settings, would not see why they would lock that out. Mind you isp are bad at locking out basic things.

tripp

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#2310788 4-Sep-2019 20:59

See if this helps (I know it's not Nova but another isp that may use the same router)

https://ask.trustpower.co.nz/app/answers/detail/a_id/476/~/changing-your-wireless-channel-for-nf18acv-modems

joshtnx

19 posts

Geek

#2310789 4-Sep-2019 21:00

Yeah I mean I literally can't login to the router at all - can't change ssid etc. Not sure why they have done that, it's pretty unfortunate.

It seems to be from NZ (possibly Australia) as it came with a local plug which appears to be the real deal (Google branded) rather than having been swapped out by parallel importer.

richms

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#2310790 4-Sep-2019 21:02

If you run wifi analyser or something, what channels are your networks on?

Richard rich.ms

tripp

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#2310791 4-Sep-2019 21:03

joshtnx: Yeah I mean I literally can't login to the router at all - can't change ssid etc. Not sure why they have done that, it's pretty unfortunate.

It seems to be from NZ (possibly Australia) as it came with a local plug which appears to be the real deal (Google branded) rather than having been swapped out by parallel importer.

Yes just looked at their site and it has zero help for internet apart from what the lights mean on the router.

Awful support from a provider.

Equinox IT

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tripp

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#2310793 4-Sep-2019 21:07

If you have the router model Google for the default username name (normally admin) and password and try that on the login page for router.
If that doesn't work try novaenergy or Novaenergy as the password for admin

joshtnx

19 posts

Geek

#2310795 4-Sep-2019 21:17

I've tried the default (admin/admin) as well as several combos of admin/Nova/Nova energy but no dice.

I've also just downloaded WiFi analyser for my android and it can't detect that I'm connected to a WiFi network at all. I'm now wondering if Nova possibly have their ssid not set as visible to all types of devices? Is that something that's even possible? My Google home mini did connect with no problems at all.

And yes, I agree that it's very poor from Nova to lock down their system and then provide zero information on their site at all. Thinking I may have made a poor choice in ISP - though I remember seeing a thread on here a few months ago where a guy who was involved in building the network seemed to speak highly of them.

joshtnx

19 posts

Geek

#2310799 4-Sep-2019 21:26

This is what I get from WiFi analyser:

(02:00:00:00:00:00)

IP address: 192.168.20.3
Lease duration: 86400 sec(24 hr)
Gateway: 192.168.20.1
Netmask: 255.255.255.0
DNS1: 192.168.20.1
DNS2: 0.0.0.0
Server IP: 192.168.20.1
Link speed: 866 Mbps
Hidden SSID: Yes

richms

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#2310802 4-Sep-2019 21:31

Thats a weird mac address and says that ssid is hidden which noone should ever do if they want a reliable network so something is screwy there.

Richard rich.ms

joshtnx

19 posts

Geek

#2310807 4-Sep-2019 21:49

Ok, I'm genuinely unsure how I did it, but I managed to get the hub connected.

First, I turned off every other device connected to WiFi except my one. Then I hard reset the hub and restarted the router. Then, my networks showed up, both 5ghz and 2.4ghz. My phone was on 5 so I tried to use that to connect - failed 3 times. Then I entered the password for 2.4 in the Google home app and it somehow connected.

I really have no idea why - I had tried all of these steps before.

WiFi analyser still can't identify my network etc. But somehow I solved this problem. Hopefully I never need to unplug it........

quickymart

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#2312415 7-Sep-2019 17:37

Do you need to use their locked-down router? That's one thing that would keep me away from any specific RSP, no matter how cheap they might seem.

michaelmurfy

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#2312431 7-Sep-2019 17:59

Connect the Google hub to 5GHz also.

No idea why Nova would enforce such a lockdown on the router. That seems a little backwards.

Michael Murphy | https://murfy.nz
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