Home app help chat - I can’t answer!

[Damwam77]

 I’m trying to get help through the Google Home app and I start a chat and I can get someone on the line but I can’t respond. No keyboard ever comes up on either of my two iPhones. 

I can’t receive a phone call either because on Google calls me I have to press one to be able to talk to someone and I press one and nothing happens. 

 

[Azarco]

Hey Damwam77,

We're sorry for the inconvenience.

Try reinstalling your Google Home app. If the issue persists, try contacting them through our help page. Using a different phone might help too. We can also try assisting you here, share more details on what's happening with your device so that we can help.

Best,

Alex

[Azarco]

Hey there,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Regards,

Alex

[Azarco]

Hello Damwam77,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Thanks,

Alex

[Damwam77]

I was on a chat call with a specialist for many hours. We tried multiple phones, OS X and android. We rebooted and reinstalled everything several times. The Google next router is not working. It is not connecting to the cloud. I will need to return all 3 unless you have a different solution.

[Azarco]

Hey Damwam77,

We're sorry for the trouble this may have caused you. Do you have the case ID from our support team? If so, can you provide it to us so that we can review your case interaction?

Thanks,

Alex

[Azarco]

Hello there,

Checking back in to see if you still need help with this. Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Best,

Alex

[Damwam77]

Your Google Support Inquiry: Case ID [8-2806000033275]

[Azarco]

Hi Damwam77,

I reviewed your case and it seems like our team sent you an email last week. They suggested some steps and if the issue persists, they can review your case for possible replacement. Please reply to the email so that our team can further assist you and to continue your conversation there.

Regards,

Alex

[Azarco]

Hey there,

To make sure, did you have a chance to check your email? Let us know if you're able to receive the email from our team. Feel free to respond to this thread if you have additional questions or concerns and I'd be glad to answer it for you.

Best,

Alex

[Azarco]

Hello Damwam77,

One quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need assistance, feel free to start a new thread in the Community and we’ll be happy to help.

Kind regards,

Alex