Help centre

Things to consider in regards to VLAN on Google Wi-Fi devices:

• Google devices that were built/ updated after June 2020 will automatically detect VLAN tags of values 2 or  10. Shouldn't have to set this manually (cannot set this manually).
• Any device that has NOT been built or updated since June 2020 will not support VLAN tagging out of the box. You will either need additional equipment or you will need to update firmware of device.
• If you're device cannot update then you will need to get a router that supports VLAN https://support.simplybroadban... - recommended routers.

Physical connection:

• Connect the WAN port of the Google Wi-Fi AC-1304 router (globe icon) to the first port (LAN1 or GE1)  on your Optical Network Terminal (ONT) using an ethernet cable.
  • Sometimes we connect to second port instead of first - check your welcome email instructions to make sure which port you should use.
• Ensure the router is powered on and that your computer or smartphone is connected to the router via Wi-Fi or a LAN cable.

Make sure that you have the Google Home app installed:

• You will need a google account.
• Go to the google play store on Android (https://play.google.com/store/...) or the app store on iOS (https://apps.apple.com/nz/app/...).
• If it is your first time using the  google home app you will need to:
  • Sign-in to your google account.
  • Set up a home.
• Follow prompts to set up a home.

• Open Google Home app.
• Tap Devices > "+" > Google Nest or partner device.
  • Choose or create a Home.
• The app will scan for the google router - scan QR code when prompted (on bottom of device).
• If QR code doesn't work or is not present then tap continue without scanning and enter the setup key on the bottom of the device.
• Follow the prompts:
  • Name your network.
  • Set a Wi-Fi password.
• The router will create your Wi-Fi network (this may take a few minutes).

• Open Google Home app.
• Tap Favorites > Wifi > Network settings > Advanced Networking.
• Tap WAN.
  • Choose DHCP (Dynamic IP)
  • Tap Save. 
• Complete setup.

• Finish set up in app. 
• The router may restart to apply the new settings. Wait a few minutes for the restart to complete.

• Once the router has restarted, check the status of your internet connection by looking at the WAN/Internet LED indicator on the router. It should be solid green.
• On your connected device, try accessing a website to confirm that your connection is active.

If your internet connection is not working:

1. Restart both the ONT and the router by unplugging them for 30 seconds and plugging them back in.
2. Double-check the device is set up correct in google home.
3. Restart phone, this may fix any app connectivity issues. 
4. Ensure that the ethernet cable is securely connected to the correct ports (first port on the ONT and the WAN port on the router).

If you cannot access the router due to forgotten login credentials or misconfiguration, reset the router to factory settings:

• Go to Google Home app: (do this first)
  • Tap Devices:
  • Tap the router that is connected.
  • Tap Settings > Factory reset network > Factory Reset
• Alternatively find the reset button, circle etched into either the bottom or back of device.
  • Press and hold the reset button for about 10-15 seconds using a pin or paperclip.
  • Release the button once the router’s lights start flashing. The router will reboot and return to factory settings.
• Go through Google Home set up again (step 3).

If you are still unable to connect, please reach out to our support team at our Support Portal - https://help.simplybroadband.co.nz for further assistance.