topic Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months! in Speakers and Displays

Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Tue, 16 Aug 2022 11:03:41 GMT

I moved house 9 months ago and my nest hub still keeps telling me how far away I am from home using my old address. When standing in my kitchen, at home, the nest hub tells me I am 31 mins away from Home.

I have changed my address in the google home app (as per https://support.google.com/googlenest/answer/7551002?hl=en ) -- the nest device is added as a member object in that HOME (as it was when I used to live at my old place) and it's one of two HOMES I have specified in the app. (The other is for testing purposes (called TEST), and it also has my current (new) address)

I also updated it In the google assistant settings under "Your places" I have specified my Home address as the correct address.

I did these updates in December 2021 when I moved.

I even went into the Home App Settings and used "Clear app location" and then re-entered my details in the above two places... and still, the Nest Hub tells me I am 31 mins from home and reports the address as the old street address where I USED to live.

Can someone please help me fix this - it's driving me nuts.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Cathal_S — Tue, 16 Aug 2022 14:18:34 GMT

Hi Zebitty,

Have you also changed your home and work locations on Google maps?

https://support.google.com/googlenest/answer/7551013

If you still have issues please try factory resetting your device.

https://support.google.com/googlenest/answer/7073477

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

JillG — Tue, 16 Aug 2022 14:19:49 GMT

HI @Zebitty

The only other things I can think of would be to clear the Google and Google Home app caches and check your address listed in Google Maps. Let us know if this helps at all---thanks!

Change your home or work address

Open Google Maps and make sure you're signed in.
In the search box, type Home or Work.
Next to the address you want to change, click Edit.
Type in a new address, then click Save.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Wed, 17 Aug 2022 02:12:13 GMT

Thanks for the reply.

I changed my home address on google maps in December when I moved. I've just checked on my Windows computer using google maps website and the address is correct (ie my new/current address)

I'll try clearing caches now and report back. * Caches are cleared for both apps. I'll give it a while and see if anything changes. Will update tonight.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Wed, 17 Aug 2022 08:23:09 GMT

Thanks for the reply.

I changed my home address on google maps in December when I moved. I checked just now and it's correct (ie my new/current address) so that's not it.

As for a factory reset, I'm fairly sure that's not going to make a difference. The nest hub in the kitchen that's reporting the wrong home address is only a few weeks old. I bought it because the old one was getting a little flaky and I hoped that having a brand new (Gen 2) device would make this incorrect home address problem go away, but it did not. So the current (new) nest hub was _never_ at my old address, yet somehow it's picked up the old address information when I set it up. It must be something to do with my google account or my google home app settings, but I've tried changing the address everywhere I can find in both my google account and the home app settings but the problem still persists.

So I still need a solution to this problem if you have more things to try?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Wed, 17 Aug 2022 08:22:05 GMT

Update: Nope - it still thinks I live ~30 mins away at my old address. Any more thoughts?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

JillG — Wed, 17 Aug 2022 16:00:25 GMT

If you ask your Google device "where am I" does it respond with the old or new address?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

JillG — Wed, 17 Aug 2022 16:02:59 GMT

Another thing to try😏 is to open Privacy settings and remove saved home address there.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Fri, 19 Aug 2022 02:59:53 GMT

Ok... oddly is tells the correct/current address when I ask that, even though on the home page there is a widget telling me I am 31 mins from home.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Fri, 19 Aug 2022 03:03:12 GMT

Sorry - which privacy settings are you referring to? The google home app or my google account? Can you give me some steps to follow? Thanks?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

JillG — Fri, 19 Aug 2022 16:38:27 GMT

I escalated your post over to our Community Specialists from Google. I really appreciate all your troubleshooting. Let's see if they have any other troubleshooting steps for you.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Sun, 21 Aug 2022 12:58:32 GMT

Ok thanks. Keen to get an answer for this.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Tue, 23 Aug 2022 11:24:11 GMT

Hi,

Did they come back with any advice yet?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Tue, 23 Aug 2022 11:24:43 GMT

Hello - problem still exists .. any updates please?

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Muddi — Tue, 23 Aug 2022 14:26:03 GMT

Hey Zebitty,

Thanks for sharing details about the issue here. I appreciate @JillG for helping.

Sorry to hear about your experience with your Google Nest Hub (2nd gen). We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Cheers,

Muddi

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Wed, 24 Aug 2022 00:30:44 GMT

Form has been filled out as requested. Looking forward to hearing from you.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Jake — Fri, 26 Aug 2022 17:28:33 GMT

Hey Zebitty,

We got your form, thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep an eye on your email as they may reach out to you anytime soon.

Best regards,

Jake

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Jake — Mon, 29 Aug 2022 19:10:23 GMT

Hey Zebitty,

I wanted to check in with you, and ensure you are in contact with our Team. Please let me know if you have any questions from here, as I would be happy to review.

Best regards,

Jake

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty — Tue, 30 Aug 2022 00:33:39 GMT

Jake,

Yes, I am. Thanks for asking. If we can keep this item open, when the problem is resolved, I'll report back here with a post explaining how it was fixed, so others with this issue can see it.

Re: Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Jake — Tue, 30 Aug 2022 19:34:37 GMT

Hey Zebitty,

I am glad to hear you are in contact with our Team. I will keep the thread open at this time. If you are able to find a solution, please feel free to post it for others to see.

Best regards,

Jake