Home Disappeared

[FckNestAware]

I've had my home set up in Nest for years with no issue. Yesterday I tried to set my thermostat, and the app showed nothing. I signed out and in a few times, and it just kept asking me to set up a home. Apparently mine was gone. So I went through the process to set up a home. Then it asked to add a device. My thermostat was not there. The thermostat itself still showed as connected, but nothing I did helped. I ended up telling it to disconnect so I could connect it to the new home I had to set up.

Support had nothing helpful on this. I found another post about it that had been closed without resolution: https://www.googlenestcommunity.com/t5/Apps-Account/Houses-Have-Disappeared-from-my-Google-Home-acco...

I even contacted via Facebook to ask about Renew, because that was also lost and I had to rejoin, since that was the only option at the time, and they just told me when I readded the thermostat the previous data was lost. When I told them I had no option because it wasn't showing in the app, they just said I needed to create a home, which I had already done.

I keep having more and more issues with Nest and very unhelpful support. Really think I'm going to replace my stuff soon with a different brand.

[UrbanEcho247]

My home also just disappeared today, and now I have to re-add all my cameras. Happened today (Nov 14) at around 12:58am PT. I am also subscribed to Nest Aware annually, and now I have sign up again and pay again.

The other thing is that I have noticed that home is called "Test" after the incident. I hope it's not because someone working in nest/google company was doing a test migration or ran a script and accidentally affected production. Regardless, folks under nest/google can you guys get your act together. There are also others prod and UX issues I had over the years (ex. why two apps? can we stick with one app (xor nest app or google home app), frequently lost connections, continuously needing to relogin into nest app). Please resolve these reliability and quality issues. This recent incident really caused an inconvenience, and I'm at the point of planning to migrate to an alternative solution. If you're triager and reading this can you forward this feedback to the eng team. 

[FckNestAware]

Facebook support told me all the things I could've done wrong, and after explaining that I work in IT and that I didn't just accidentally delete my home, they told me there were a variety of reasons why it might happen. Doesn't that seem like an issue? Maybe you should have a backup plan to actually help those the issue affects. I've seen several reports of this issue.

[Rusell]

Hi everyone.

Thanks for posting in the community. I'm so sorry to hear that your home and devices disappear on the app. Don't worry; I'm here to help!

Therefore I would like to ask you some questions about your concern.

Please kindly answer the following questions:

• Are you signed in using the correct account?
• Have you already tried to use another phone or website? 
• Is your account migrated to google?
  
  • If you are not sure, please follow the following article: FAQs about accounts for the Nest app 
• Do you have the latest update for iOS or Android?
• Do you have the latest update for Google and Nest app?

In the meantime, if you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.

[FckNestAware]

• Are you signed in using the correct account? Yes
• Have you already tried to use another phone or website? Yes
• Is your account migrated to google? Yes 
• Do you have the latest update for iOS or Android? Yes
• Do you have the latest update for Google and Nest app? Yes

[Rusell]

Hi there,

Thank you very much for your responses, this seems like everything is fine but to assist you better, please answer the following questions:

• Which app are you currently using (Nest or Google Home)?
• Did you receive any error messages when attempting to add the thermostat back?
• What is the specific model of your Nest device?
• What is the make and model of your iOS or Android device?

In the meantime, please follow the next steps:

• Sign out of the Nest or Google Home app and sign back in
• Force close the Nest or Google Home app
• Uninstall the Nest or Google Home app, then reinstall it
• Try using a different compatible device or computer
• Ensure that the Nest or Google Home app has all necessary permissions

Please let us know if these steps resolve the issue.

Best regards,

Rusell.

[FckNestAware]

I resolved the issue myself after multiple agents told me there was nothing they could do. This post was meant to gain attention for the issue and express dissatisfaction with the service. There's nothing else to resolve at this point.

[Rusell]

Hi there,

We apologize for any inconvenience this may have caused. We appreciate your feedback. as we strive to improve our services. 

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Regards,

Rusell.

[phillipkoneswar]

Well hear this. I had a security concern with my Google account. I immediately changed the password. 

ALL devices I had on nest and Google home disappeared. I contacted support and they told me that this is normal. If you change you password you have to re-set up each device. I'm 4k km away from home on vacation

 Time to consider smaller vendors who actually care about customers. 

[FckNestAware]

That's ridiculous. My password has been the same for years though, so idk