topic Re: Home Premium unilaterally detached, footage gone in Subscriptions and Services

Home Premium unilaterally detached, footage gone

cneophytou — Wed, 25 Feb 2026 18:18:37 GMT

I've had a Nest Aware Plus / Home Premium Advanced subscription for years. My current yearly subscription started last June, so not close to expiry. Today I went to check some urgent footage from the past few days, when I realised that the subscription is not actually active. After some debugging, it seems my subscription, while active, was "Detached". I was able to re-attach my subscription to my home, but what the actual heck..

Basically I paid for a yearly subscription, money was taken out, then my subscription was effectively disabled without a single notification. Lost all my recordings, unrecoverably so. What even is the point of paying for this if it can disappear without notice?

Re: Home Premium unilaterally detached, footage gone

OliviaParker — Wed, 25 Feb 2026 19:07:11 GMT

That’s really concerning, especially since you had an active yearly subscription and weren’t notified about it being detached.

If the subscription was still paid and active but somehow became unlinked from your home, that definitely shouldn’t happen without an alert. Losing recorded footage because of a backend or account issue is a serious problem.

I would recommend contacting Google Nest Support directly and asking them to:

Confirm the subscription status history

Explain why it became detached

Check if any cloud-side recovery is possible

Escalate the case since footage loss is involved

Also ask them to confirm in writing that your subscription is now properly linked and protected going forward.

You’re absolutely right — the whole point of paying for Nest Aware Plus is reliability and continuous recording. If it can detach silently, that’s a major trust issue.

Hope support can give you a proper explanation and resolution.

Re: Home Premium unilaterally detached, footage gone

cneophytou — Wed, 25 Feb 2026 20:01:36 GMT

I've talked with support for over an hour, and the outcome of that was:

* The recordings are unrecoverable

* The subscription must have never been attached to begin with (actually it wasn't 'detached', it was 'hanging' - don't know what the difference is)

* If it was attached to begin with, then I must have been the one to detach it

* They have zero tools to detect or debug this

* They have no teams to escalate to

All in all completely inadequate and dismissive response.

Re: Home Premium unilaterally detached, footage gone

JillG — Wed, 25 Feb 2026 23:16:53 GMT

Hi-

Just wanted to hop in and let you know that we've escalated this over to our specialists for a look. If you have a case number feel free to post it here.

Jill

Re: Home Premium unilaterally detached, footage gone

kissilvike — Thu, 26 Feb 2026 03:31:44 GMT

Par for the course, when it comes to GOOGLE. They are a techno-vultures, gobbling up "once good" companies which they mismanage, collect monies, and leave customers in a lurch.

Both RING doorbell and GOOGLE home video are subpar, work part-time (I pay full time). Messages about video buffering, not available, or nothing at all, or my favorite, connect your camera/video. Exasperating!

Re: Home Premium unilaterally detached, footage gone

cneophytou — Thu, 26 Feb 2026 10:54:10 GMT

After an hour on the line, I asked for a case number or a ticket number and was assured I'd be getting one. Got nothing, and I still don't know how my premium subscription became hanging on my account, nor when.

Re: Home Premium unilaterally detached, footage gone

cneophytou — Thu, 26 Feb 2026 19:32:53 GMT

Managed to get Case ID 0-9170000040632

Re: Home Premium unilaterally detached, footage gone

Jocktech — Fri, 27 Feb 2026 01:14:48 GMT

The same exact thing just happened to us. Extremely frustrating. Paid up front months ago and now all my footage is gone. Google is trying to pin it on us. We may scrap our whole system and go a different route.

Re: Home Premium unilaterally detached, footage gone

Jam1234 — Fri, 27 Feb 2026 09:58:09 GMT

This happened to me around the exact same time of the author's post. No longer able to access historical videos on any camera. Originally thought it was a app bug but started seeing the message "You are paying for a subscription that isn't being used'. Had a subscription for several years. 'Reattached' the subscription again and now videos are recording but only from that point. No idea why this has happened.

Google chat support was a very lengthy conversation that felt like talking to an AI bot just to be eventually told that all the historic videos are not recoverable. No explanation and based on this post, it's clear that there has been an issue/bug on backend side.

Google Home Premium subscription

Craig56 — Fri, 27 Feb 2026 10:20:25 GMT

Morning

I have had a 30 day history on my nest products for a considerable period with no issues but this week that history vanished.

My card had expired but no payments had been missed with the last one being on 02nd Feb. I have now updated my card details but the history is still missing, I have also tried subscribing again but once I choose a plan and whether I want an annual or monthly fee ro be taken I get returned to the initial page detailing the different subscription options.

Any help would be appreciated.

Thanks

Re: Google Home Premium subscription

carlbidwell — Fri, 27 Feb 2026 11:07:38 GMT

It sounds like the expired card may have caused the Nest Aware subscription to lapse briefly, which can wipe the 30-day history and unfortunately it’s not usually recoverable. The resubscribe loop sounds like a billing glitch, I’d try completing it from a desktop browser or contact Google Support to refresh the subscription on their end.

All recordings before 15:18 GMT today gone

Barnsley — Fri, 27 Feb 2026 17:43:26 GMT

Where have all our recordings gone? We have had a Nest subscription since April 2023. We pay for 30 days storage of activities. I opened the app a little while ago to check what time my husband left for work today. Just wanted to know why the cat came up and cried at me. I am disabled and housebound. I could only see four thumbnails, nothing at all before that for any of our three cameras.

The camera pages all said we had an unused subscription and directed me to join Google Home Premium. I have done that and it seems to have the same end date as my Nest subscription and the same price. But I still have no older recordings. It just says loading video history. It has also lost my familar faces.

What is going on?

Re: Home Premium unilaterally detached, footage gone

JillG — Fri, 27 Feb 2026 18:55:11 GMT

Hi @Jam1234

Did you happen to get a case number with that chat? I'm forwarding all these posts over to our Specialists and our Community Manager for a look.

Thank you!

Re: All recordings before 15:18 GMT today gone

JillG — Fri, 27 Feb 2026 19:23:16 GMT

Hi @Barnsley

I'll make sure to escalate your post over to our specialists.

Re: All recordings before 15:18 GMT today gone

Jocktech — Sat, 28 Feb 2026 01:09:06 GMT

Can you escalate my case number in regards to this exact issue please. 5-1540000040860

Re: Home Premium unilaterally detached, footage gone

mattspace12 — Sat, 28 Feb 2026 05:12:56 GMT

Had the same thing happen

7-5785000040483

Re: Google Home Premium subscription

cneophytou — Sat, 28 Feb 2026 10:25:42 GMT

Nope, even if a card is expired, unless a payment is missed it shouldn't just drop an active subscription. This is 100% a failure on Google's systems, my issue manifested exactly the same way. I had an active subscription but it got detached, and all my video history was gone.

Re: Home Premium unilaterally detached, footage gone

Jam1234 — Sat, 28 Feb 2026 11:49:44 GMT

3-3777000041142

Re: Home Premium unilaterally detached, footage gone

JillG — Sat, 28 Feb 2026 18:16:42 GMT

I have this whole thread escalated to our Community Manager and your case numbers are included. Thanks so much for reporting this and posting the info.

They are aware and investigating this escalation.

Re: Home Premium unilaterally detached, footage gone

Jocktech — Sat, 28 Feb 2026 18:25:54 GMT

Did anyone else’s subscription get cancelled? They canceled mine yesterday after the chat. I paid yearly upfront so I just lost out on my money.