topic Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi in Home Automation

Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

rem1 — Thu, 08 Feb 2024 16:24:42 GMT

I have had a Nest x Yale Lock since early 2019 that previously connected to Wi-Fi through my Nest Guard. Now that Google made Nest Guard defunct, and I replaced by security system with their new ADT system, I can't access my Nest x Yale Lock. Per Google's support page, I should be eligible for a Nest Connect to allow me to use my Nest x Yale Lock, but Google is refusing to provide one and says I'm ineligible. Has anyone else run into this problem? I was told I'm only eligible to receive the new free Connect if I already had a Connect before, which makes no sense. Any tips or solutions?

From the Google Support website:

"If you currently use Nest Guard as a bridge to connect your Nest x Yale Lock to Wi-Fi, we recommend replacing your Nest Guard with a Nest Connect. Eligible users received an email in January 2024 with instructions on how to receive a Nest Connect at no cost."

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Thu, 08 Feb 2024 17:00:59 GMT

Hi rem1,

Oh no! I’m sorry to hear that. Can you share the case ID from your interaction with the support team so I can check what happened?

Keep me posted.

All the best,

Lance

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Thu, 08 Feb 2024 17:12:03 GMT

hi lance i have the same problem, i own a Nest x Yale Lock but i dont own a Nest Connect. According to the new policy/communication google will provide one at no charge. How can i get a new nest connect delivery so i can continue using the yale lock?. i have talked to 5 people in support through chat and 1 google advisor but non of them are able to assist with this matter. mi email for contact #

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

rem1 — Thu, 08 Feb 2024 17:18:26 GMT

Hi Lance - I've had a number of different tickets, but most recently 5-8926000036330 (when I was transferred to the Store Support) and 6-2844000035690. The people I chatted with were very kind, but can't seem to find a solution. Thanks for your help!

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Thu, 08 Feb 2024 17:25:30 GMT

Thanks how to proceed to get the best connect shipped?

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Thu, 08 Feb 2024 18:25:37 GMT

Hey everyone,

@rem1, thanks for the case IDs. Upon checking, the support team is actively working on your case. Apologies for the delay; rest assured, they’ll reach out to you via email as soon as they have more information to share.

@ramiroperdomo, I appreciate you joining the conversation. I’d be happy to check this out for you. A few questions: do you use Nest Guard as a bridge to connect your lock to WiFi? Can you share any case IDs from your interactions with the support team so I can also check it out for you?

Regards,

Lance

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

efa108 — Thu, 08 Feb 2024 19:07:48 GMT

Hi @Lance_L ,

I have the same issue as @ramiroperdomo I use my Nest Guard to connect multiple Yale x Nest locks to wifi but I have not received an email with instructions for how to redeem a free nest connect. Any help would be appreciated.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Thu, 08 Feb 2024 19:27:32 GMT

Hi all,

@efa108, thanks for joining the discussion. I’d be glad to assist you with this. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best,

Lance

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Thu, 08 Feb 2024 20:48:31 GMT

done. my primary email account is #

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

rem1 — Thu, 08 Feb 2024 20:58:42 GMT

Thanks, Lance. I've been told that my issue was escalated to the products specialist team, who "determined that you are not eligible for the said promotion, that's also the reason why you did not receive an email, and we can't make an exemption to it." I'm glad to hear someone else is still working on the issue--my understanding from the correspondence I'm receiving is that my ticket was being closed.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

efa108 — Fri, 09 Feb 2024 15:32:20 GMT

Done. Thank you.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

BobboBell — Fri, 09 Feb 2024 16:09:40 GMT

Case ID 1-6606000035393.

I use my Nest Guard to connect my Nest Yale lock to Wifi. With the Nest Guard no longer operative in about 2 months, I need the Nest Connect to link my lock to wifi. According to the Nest App. "Redeem and install your FREE Next Connect before April 7, 2024 to keep this lock connected to WiFi"

Google Nest support has been totally unresponsive.

I was given a number by a support member (855-836-3987).

I dialed 2 (support for hardware) to get to the next menu. When i dial 2 ( Google Store)on the second menu, it says that they are closed. When i dial 4 (For Nest) it says the number no longer works)..Does anyone at Google/Nest monitor their phone support system . It's ridiculous.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Fri, 09 Feb 2024 16:21:31 GMT

case: 7-6400000036199 but i chat with support from google store, google advisor, etc. basically I do use my Nest Guard to connect my Nest Yale lock to Wifi. After april there is no way to continue using Nest Guard so I need the Nest Connect to link my lock to wifi. According to the Nest App. "Redeem and install your FREE Next Connect before April 7, 2024 to keep this lock connected to WiFi". I also called support member (855-836-3987) but no one whos how to place the order.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Fri, 09 Feb 2024 20:41:29 GMT

Lance here another case 3-1100000035278. Here the latest answer “Yes if you had a Nest Guard you can be eligible but not all customers are eligible.” but no one place the order

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Mon, 12 Feb 2024 13:38:29 GMT

hi lance, anything we can do to help and or any updates please.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Mon, 12 Feb 2024 16:48:49 GMT

Hey everyone,

@efa108, We got your form — thanks for filling it out. Our support team has reached out to you via email. Please reply to that email with the requested information so they can further assist you.

@ramiroperdomo, thanks for circling back with the case ID’s. When you get a chance, please fill out this form which is only meant for you to use and let us know when you’re finished. We’ll have someone reach out to you via email from there.

@BobboBell, thanks for joining us and providing your case ID. I’m sorry to hear that you’re having the same trouble. I’d be happy to look into this for you. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Kind regards,

Lance

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Mon, 12 Feb 2024 18:21:16 GMT

I use my Nest Guard to connect multiple Yale x Nest locks to wifi. the google store email saying i dont qualify and not details. in the meantime i will have no use whatsoever without a nest to connect. i didnt receive instruction how to get one.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Mon, 12 Feb 2024 18:33:11 GMT

Hi all,

@ramiroperdomo, we’re sorry to hear that. Just fill out the form given above, and we'd be happy to look into it for you.

Best,

Lance

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

ramiroperdomo — Mon, 12 Feb 2024 18:34:27 GMT

hi lance, i have filled the form twice.

Re: Nest Connect to Replace Nest Guard to Connect Yale x Nest Lock to Wifi

Lance_L — Mon, 12 Feb 2024 18:44:44 GMT

Hey there,

@ramiroperdomo, we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance