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New wifi network - cannot remove cameras and doorbell from Home and reset

LHomeAccount
Community Member

Old wifi network (seller's) is gone.   Before this I was able to add the doorbell and cameras. But was not able to delete before wifi network switched over.   So not seeing option to remove devices from my Home.  I've tried to factory reset and scan QR but Home must recognize the old.  The instructions assume you can remove the camera on the old network which is no longer an option.

14 REPLIES 14

MplsCustomer
Bronze
Bronze

@LHomeAccount 

This forum has a continuous stream of customers in the same dilemma (of not removing Google Nest devices while still on the old Wi-Fi network). The resulting situation seems hard to fix, judging from all the posts in this forum.

You could try contacting Support (https://support.google.com/googlenest/gethelp) and hope you get someone knowledgeable who can override the Google Nest controls that make this dilemma hard to resolve.

Unfortunately, Google does not have a solution for this.  I added the devices in Home and the seller then deleted the devices from their Nest. You can only remove the devices in Nest.  So there's a process to prove transfer of ownership but I bought a house, not cameras.  Useless. 

Jeff
Community Specialist
Community Specialist

Hey LHomeAccount,

 

I just wanted to follow up real fast. Is the answer you got from support what you posted above, or did you find that through research? Have you been able to get in contact with support and receive an answer directly from them?

 

Thanks,

Jeff

From Google support.  I spoke w them and they don’t have a solution.  Very disappointing 

Jeff
Community Specialist
Community Specialist

I'm sorry you weren't able to get a resolution there, LHomeAccount. Do you happen to have a case ID and I can look into that interaction and see if there's more I can find on this?


Thanks,
Jeff

LHomeAccount
Community Member

Afraid no case ID.   I now have a Nest camera mounted on my roof, 3 others and a doorbell, all unusable.  

Jeff
Community Specialist
Community Specialist

It's been a while since I checked with you, LHomeAccount, so I wanted to circle back and see where things stood. Are you still having problems managing the cameras? Also, were you able to dig into your emails and find the case ID from support? Let me know if you have that as well.


Thanks,
Jeff

@Jeff 

Is it really your stance that this customer, who purchased a home with existing Google Nest cameras and doorbells, simply cannot transfer those Google Nest devices to their account because the previous owner failed to remove them from their Google Nest app or Google Home app, and Google Nest Support failed to provide the customer with a case number?

Can't you assist this customer in transferring the cameras and doorbells they purchased to their account?

It’s incredible really.  The seller transferred these to me on google home.  Then deleted their account. Worked fine but when I changed the wifi network it turns out I needed the transfer to Nest not google Home. So I’m SOL

Hi there,
 

We totally understand where you’re coming from. We’d like to check other options for you — could you fill out this form and let me know once you’re done?

 

Looking forward to your response.

 

Best regards,

JT

aatienza
Community Specialist
Community Specialist

Hey LHomeAccount,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

I appreciate the help, everyone.

Thanks,

Archie

LHomeAccount
Community Member

Thanks.  They didn't give me a case ID.  They just told me I needed a bill of sale for the old Nest cameras.  I bought a house not Nest cameras!  So disappointing.  Will replace I guess with non-Google cameras

Hey folks,

 

LHomeAccount, I’m sorry you’re having trouble with this. Don’t give up on us yet. Let’s try another option for you — we have camera deactivation steps that you can follow to remove your cameras and doorbell from the old account and pair it to your account.
 

Here’s how:

 

  1. The camera must be offline for 48 hours before setting it up. Unplug the camera(s). Wait at least 48 hours. 
  2. The camera will be automatically unpaired from the original owner's account.
  3. The previous owner will receive an email to notify them about the removal of the camera from their account.
  4. The camera will be paired to the new account. 

MplsCustomer, we’d love to transfer the cameras and doorbell to the user’s account but we’re limited to troubleshooting only. Users' security and privacy is our top priority.

 

Thanks for the help here, MplsCustomer and Jeff.
 

Best,

JT

Thanks but this does not work as the Google rep confirmed on the phone. The cameras still are registered w google as being on the old account - they are not unpaired- but the prior owner deleted their account. So they’re in limbo. The prior homeowner can’t do anything.  I had these cameras on my google home (but not Nest) and that’s not enough for Google.  The bill of sale to the home is not enough either because it doesn’t list the cameras. I will toss these and buy non- Google products but such a pain as some are mounted on the roof