Can't Re-Add Device

thomas18 — Tue, 23 Dec 2025 19:56:07 GMT

I can't change the Wi-Fi after upgrading my router, and the app tells me to remove the device and re-add it, but it tells me nothing about scanning a QR code or adding it manually with a six-digit code - both of which are on the back of the device, which is mounted on my ceiling. Since I have 12-foot ceilings, it's simply not possible 'uninstall' it, as google guy suggested - if I was going to do that I wouldn't have called.

This is absolutely ridiculous - that I can't change the Wi-Fi login even though I have the device paired to the app in my phone, and now that I've removed it, per the app's recommendation, I can't re-add it.

This is absolutely ridiculous - that the device's built-in Wi-fi allows me to connect to it but doesn't allow me to re-add the device or reconfigure it, and now it's just sitting there, waiting for some hacker to come along - so much for security.

This is absolutely ridiculous - that the google guy thinks he's just to walk me though troubleshooting, because I can't figure this stuff out by myself and I need him to repeat what I just said and ask me if that's what I just said, and then he suggests I reset the device using a paper clip.

This is absolutely ridiculous - that google can't come with a better strategy or better software, and that this could even happen - this is absolutely ridiculous!

Re: Can't Re-Add Device

humbertogarcia — Wed, 31 Dec 2025 12:32:02 GMT

Hi Thomas 18,

I hear you and I’m here to ensure we find a solution that respects the specific requirements of your 12-foot-high installation. Thank you for the opportunity to make this right through the community!

It’s clear we need a more practical approach that avoids the ladder entirely, so I’ve prepared a "feet-on-the-ground" plan for you. Let’s try the SSID Method:

Temporarily update your new router’s Wi-Fi Name (SSID) and Password to match your previous network credentials exactly.
If the device hasn't been factory reset, it should recognize the “old” credentials and automatically reconnect to the cloud.
Once the device is back online, try the “Add Product” feature in the app. If it asks for a QR code, look for an option that says “Continue without scanning” or “Enter code instead”.

To make sure I have the right technical details for our next step, could you confirm:

Is the device a Nest Protect or a Nest Camera?
Do you have the original box or manual? They usually contain a backup 6-digit setup code (Entry Key) that allows you to bypass the QR scan entirely.

I’m committed to getting your security back on track without you needing a paperclip or a ladder. I look forward to your update!

Regards,

Humberto

topic Re: Can't Re-Add Device in Nest Protect

Can't Re-Add Device

Re: Can't Re-Add Device