Can’t completely remove devices from Nest app

[Redlocks]

I got a new modem and router today which changed my network and WiFi password.  It has been a nightmare to update Google devices.  Everything had to be factory reset and reinstalled.  I was unable to completely remove my Nest doorbell and indoor camera from the Nest App or Google Home to reinstall them.  I went through the delete process, but they are still showing on the app, although now I can’t do anything with them.  I finally called Nest support and after an hour of the tech trying to fix the problem, he tells me it is an issue with the app itself and is affecting others with the same problem.  He said I’ll have to wait until they can fix the issue with the app.  Just wondering if anyone is having a similar issue or has a suggestion?

[wonderamber]

Same issues! I'm ready to scream! 

[sicsacol]

Hi all,

Thanks for posting in the community page. I'm sorry to hear you're having difficulties removing your Nest cameras and doorbell from the Nest app. I appreciate that you've already tried troubleshooting with our support team and the information shared. No worries, help is here.

At the moment, we're aware of an issue where some Nest cameras or doorbells can't be removed from the Nest app. Our engineering team is working on resolving it as soon as possible. Please stay tuned to this thread, as we'll provide updates as soon as we have a resolution.

@Redlocks, could you please provide your case ID? This information will help us investigate and resolve this issue faster.

Any additional details you can provide will be helpful.

Regards,
Jonathan

[Redlocks]

The case ID is 9-7037000038964

i hope you can help me!

[sicsacol]

Hi @Redlocks,

Thanks for your case ID; it's really helpful. To better resolve this. I encourage you to submit feedback using the method available in the Google Home app if you haven’t already. Please be sure to include your case ID (9-7037000038964) and provide as many details as possible.

Please let me know once you've submitted the feedback.

Cheers,
Jonathan

[Shibbymusic]

This is somewhat helpful to know there is indeed an issue and Google techs are aware, I really hope they sort the issue out ASAP. Bit of context: I was able to remove my 1st gen wired outdoor camera from Google home app, I’m unable however to then remove it from Nest app. I’ve tried manually adding the camera back with the product 6 digit entry code and then it just get stuck in a loop trying to find my network and then just says ‘sorry, something went wrong.

[geburgess]

Also having this issue - moved houses, couldn’t just move the camera to the new house in either Nest app or Google Home app, tried removing and now it won’t remove from either app, but doesn’t exist either. Went to re-add but it is stuck in a loop of saying the device is already on the account even though its not.  Hopefully fixed in the next week or going to delete it entirely and go to another smarthome company. 

[Mhicks5722]

Following- also having the same issue. Cannot remove the camera from the nest app since it can’t connect to wifi, but then get stuck in the loop of “it’s already been set up” 

[camperj]

Been having the same issue for about 3 weeks now and I keep coming back to this thread hoping for a resolution! 

[Redlocks]

I kept contacting Google and they finally were able to remove the devices from my account, but I still couldn’t get them to reinstall, so they had me send them in for replacements.  In the meantime, we were leaving on vacation and I needed working devices, so I bought a Ring doorbell and camera.  They are working great so far.