Familiar face detection disabled after changing internet provider

[nickz1]

I recently switched from a cable internet provider (WOW) to T-Mobile internet. This change has seemed to affect my nest hello doorbell by deactivating the Familiar Face feature and not allowing me to toggle it back on. I believe Nest is using the IP address of my provider to decide I'm in Illinois and deactivate the feature. I am, however, most definitely not in Illinois and google should be knowledgeable enough to understand the IP detection is not an accurate way to determine location. I see the same issue on my Chromecasts which now display the wrong temperature because they believe I'm somewhere else.

Is there a solution here? I have my address set in all my Google devices but because TMobile is giving me an IP address that Google thinks is in Illinois I'm stuck.  By the way, my old provider, WideOpenWest (WOW) was actually based in a Illinois yet it worked properly. Is there a fix for this?

[mdr2]

Hi Nickz1,  I'm just taking a guess here but I don't see how the IP address would  only affect the  Familiar Face feature.  It seems like more things would be failing as well.

I know that sounds like a long shot but give this a try.  Do a full shot down of your phone and leave it off for 5-10 minutes.  When  you power it back up a lot of things in the cellular network will get reset and it might just start to work again.   Hope this helps.

[nickz1]

My IP address identifies me as being in Illinois, a state where FF is not available. I am not in Illinois. My Nest address is correct, and it's in Indiana. This has nothing to do with my phone. My internet provider is TMobile home internet. It has a gateway device that is connected to my Edgerouter 4. When I open the Nest app on my phone to re-enable FF identification, the slider is grayed out.

[mdr2]

OHhhhh,,,, wow,,, yea,,,, I see.  I didn't realize FF was not available in certain states.  I'd love to hear how you get this resolved. 

The only thing I can think of is to setup a VPN or use a IP Hiding/changing service such as this. But the cost is $3.75/month.

https://www.ipvanish.com/change-ip 

[Brad]

Hey folks,

Sorry for my late response! Lots of threads to answer. I have seen similar situations but most of the time it has to do with changing your address and other personal information. If this is coming from your ISP, there is nothing that can be done on our end to make that work. It is running off of the wifi connection you have available to the devices. You can try out what mdr2 offered if you wish.

Best Regards,

Brad. 

[Brad]

Hey folks.

Just popping in to see  if you still needed assistance with this issue? Please let me know!

Best Regards,

Brad.

[GarrettDS]

Hey folks,
It looks like we haven't heard back from the OP so I'm going to go ahead and lock the thread. If you have any further questions or concerns, feel free to create a new thread.

Have a great day,
Garrett DS