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Whole Nest home deleted

DR321
Community Member

I have two homes on Nest. I have a Nest Aware subscription (£50/year) for each. My main home has a Nest camera, thermostat and smoke alarm.

This evening, one home disappeared entirely from the Nest App - nothing is visible about that home. All Nest devices were also deleted from the Google Home app (with the message "Device removed. [My email address] removed it from your home").

I have tried re-adding the home in the Nest App using the + icon at the top right corner. It finds the home from my Google Home app, I follow through the steps, it appears to work, but the home is not added.

Any help appreciated - there are no options to contact support which is ridiculous for expensive products with a paid subscription. It's not a free service like Gmail or Chrome so it should have support.

 

 

 

4 REPLIES 4

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that this issue can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? I'm happy to continue helping you here, or if you wanted to call and speak with someone you can visit this link.

Please let me know.

Best regards,
Garrett DS

GarrettDS
Community Specialist
Community Specialist

Hey there,
Just wanted to jump in here to check to make sure that you saw our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Have a great day.
Garrett DS
 

DR321
Community Member

Hi Garrett

Thanks for reaching out. I did speak to customer support who advised that the only solution was to delete my home in Google Home app as well, and recreate everything from scratch. A painful process but it did work so I am set for now!

Still no idea why my home disappeared in the Nest app in the first place

Thanks

David

GarrettDS
Community Specialist
Community Specialist

Hey there,
I'm glad to hear that you were able to get a fix for the issue. Since we have come to a solution I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS