Good afternoon,
I last signed into my Google account that I have used for years (without any issue). Last signed into a ChromeOS device on 8/25/2022. Then shortly-thereafter, I lost access to my Nest account/products.
I have the following:
1. Nest Doorbell
2. Nest IQ Outdoor Camera
3. Nest Thermostat
I had a Nest Aware subscription to maintain 60 days of footage and all other features that comes with the service.
The platform has worked flawlessly for over two years, but something happened to my [Google] account after 8/25/2022 that basically de-registered all of my devices and I could not access them via the Nest or Google Home App.
I opened a support case with Nest and the Tier 1 support staff told me that my serial number for my devices were not associated with my account anymore and advised me to treat this as a new account setup and go through setting up all three of my devices using the Google Home app.
The next day, I started the process of re-adding my devices, starting with the Nest Thermostat. Every time I try to add the thermostat, I get to the screen for the "Supplemental Nest terms" that I am prompted to agree to before proceeding further. Upon clicking 'I agree' the screen just spins and eventually presents an error:
"Problem Connecting, Please check if you are online"
Try again does not help, and yes I am online, all other internet-connected service is working fine. This issue is specific to Google/Nest services.
When I try to access home.nest.com from the web browser, I log in using my Google account, using Google as the authenticator, and it just loops to back to the login screen and I can't log in to Nest.
When I try to log into my Google Account using the Next App, I get the following error:
"There was a problem connecting to the Nest Service, Try again in a few minutes"
I have tried reinstalling both the Nest/Google Home Apps, with no success or improvement. Google Nest support has been less than helpful and their only advice is to create a new account and re-register the devices on a new account.
Further, no one at Google can seem to tell me what happened to my account after 8/25/2022 and why my Nest devices were disassociated with my account and access to my 60-day of footage has been lost. I was at least able to get a refund for my Nest Aware subscription, but that doesn't help the fact that I have three non-functioning Nest devices that I can't seem to get re-registered.
Lastly, I went into my Google Account security settings and removed Nest as an authorized 3rd-party app and re-authorized the app, no improvement.
Looking to see if anyone else has had these issues and have any pro-tips. I think simply creating a new account is a poor answer as I want to continue to use my current account that I have had without issue for over a decade, and using Nest products for two years without issue.
Of course it is impossible to get past Tier 1 support who just read scripts and can't talk to an engineer who can troubleshoot this issue. That is probably the most challenging aspect of this entire experience.
Thanks in advance.
