Can not make a call from Nest Hub

[ABHCC01]

Hi google team

i have issue on my google nest in my company. We have 170 google nest hub 2nd in the our hotel room for guest to contact the reception. Now the all device can not make a call. We already updated the contact in all account and link the nest hub to meet account. There is any solutions to fix this problem. Thanks

[Son-in-law]

Hello,

My Nest Hub Max will no longer make or receive Google Meet video calls.

This device has been the only practical way my 90-year-old mother-in-law is able to connect with her children and grandchildren, as she is not able to use a smartphone or computer. Since this stopped working, she is now feeling very isolated. I have spent over 6 hours trying to fix this for her, including 2 hours on the phone with Google support.

Symptoms:

• Only shows the “Knock-knock” screen

• Rings but does not display the normal incoming video call interface

• Google Meet cannot be properly unlinked (it re-links automatically)

• Factory reset does not resolve the issue

• Creating a brand-new Google account does not resolve the issue

During my almost two hour call with Google Support last week (I can provide the case ID).  I was advised that this may be a known bug affecting Google Meet on Nest Hub Max. He was doing his very best to help and was professional and patient as he kept trying different fixes, but unfortunately, he was not able to get video calling to work. 

Video calling is a core advertised feature of this device, and it is now unusable despite full resets and clean account setup and two hours of Google support desk.

Has this issue been acknowledged, and is there an ETA for a fix? I submitted this issue via using the Nest Hub Max feedback, but have not heard anything back. Also, I asked if this issue could be escalated, but was told on the call that he was not able to do that, which I don't really understand  - hence me reaching out now on this community forum.

Device: Nest Hub Max

Software: Latest available

Country: UK

Thank you in advance for official support from Google with this issue 

[Stom0026]

I just opened mine for the first time today. I unfortunately am in the same boat. I spent a couple of hours on the phone with technical support as well. I purchased two of these devices so that my children could communicate with my mother. I really am hoping that there is support for this ASAP. If anyone has this problem, please submit feedback on the Google Home App. Let's get the message across. 

Device: Nest Hub Max

Software: Latest available

Country: United States of America

Also thank you to Google support. 

[Ledbum]

I have exactly the same issue with my 90 year old parents. We're using a workspace account but the issue is the same. 

[Ob292]

I am also having the exact same issue

[Son-in-law]

Ok, so where is the response from Google? You can't ignore this issue, and all of us need better support to address this known problem with your software and Nest. Vulnerable people rely on the Nest as a lifeline to communicate with family. Come on!!  

[Krswickjr]

Currently experiencing same issue. 

Purchased nest hub max for ourselves as well as both sets of our children's grandparents for simplified video calling. 

[WestcoastK]

I am having the exact same issue and would like an answer regarding a fix!! Who can I call to address this issue?? 

[ChantaleB]

Use Google Meet on Google Nest Hub Max and other Smart Displays

As we continue to improve quality and the overall Google Assistant experience, some underutilized features such as Meetings won’t be supported on Assistant devices.

You can still make Meet calls.

This is really disappointing. I have been utilizing Google Nest Hub Max to connect with my kids that are out of town for few years now. First Google stopped supporting sending group meeting invites from the device (but you could still join a group meeting) in 2023, and now they are doing away with the whole video meetings. It will become just a picture display for me. 

[Son-in-law]

Sorry to hear that you are experiencing the same problem. Google has just walked away from their customers on this one. When I get a resolution - which has to be a refund  - I'll let you know.

[Son-in-law]

It's been 2 weeks since I posted about my issue with video calling no longer working. I was informed by Natalia of The Google Nest Customer Care Team that the feature for sending and receiving video messages via Duo and Google Meet on Nest displays has been "deprecated". I had to look this up to find out what it actually means. It's a soft way of saying "in the process of being discontinued". And I quote, "This is why you have noticed that the application is no longer functioning as it used to." In other words - IT DOES NOT WORK. Google - you use the language of politicians who are economical with the truth. Shame with you. My 90-year-old mother-in-law is sitting in isolation - no longer able to call or be called by her nearest and dearest. Well, I have spent 2 HOURS ON WITH GOOGLE SUPPORT, and they never mentioned the small matter that the essential and core video calling feature is being dropped. Contrary to this, they tried to provide various fixes - none of which worked - of course. So, this means it's about to cease to work. I asked for a refund since this device no longer works as advertised. Come on, Google - you can't unilaterally abandon such a core feature of your product without caring about the impact on customers. You just move the goal posts. In response to my request for a refund for my device, I was emailed by Rodrigo of The Google Nest Customer Care Team, who asked me to attach the serial number and proof of purchase. I hit reply and provided the information as best I could - but it turns out that he used a NO REPLY EMAIL ADDRESS! Not only that, but Google has removed serial numbers from their Google Home App and from my Google Account section on associated devices. Plus, it's impossible to read the number on the base of the unit. So, I am being asked to provide something that is virtually impossible to provide. I only discovered that this request for impossible-to-find information had been made from a NO REPLY EMAIL ADDRESS when I got a bounce-back auto-reply from the email reply I had sent Rodrigo. Unbelievable. I can only conclude that Google is deliberately making it difficult for customers to complain. I tried to get back in contact using the chat feature - but even that is no longer working! Please can somebody from Google respond to me from an email address that actually enables me to reply - so that I can provide the information you asked for as best I can and get this moving forward for my refund.  

[DhKM]

Keen to know how this goes. Sorry to hear your problem. Same problem here with vid calling

[DH9]

We are having the same issue with my 96 year old father's Nest Hub max - however what does work is dialing the explicit phone number from Meet (on my PC in my case but it might work from Meet on a phone).  

[Pjd5]

Check to see if phone number was added to their Google account in addition to Google Meet.  

[Eb21]

I am no longer able to initiate Google Meet calls on the Nest Hub Max device. When I try to initiate a Meet call by saying "Hey Google, call [contact name] on Google Meet" or by selecting a household contact from the communication menu, the device says "Duo calling is no longer available on this device. To make or receive calls, use your phone or another eligible device." 

This issue started a few days ago and I have not been able to fix it with troubleshooting steps in the Home app. I have purchased two of these devices in order for my children to communicate with their grandparents, and we have done so almost daily until this issue started earlier this week. Looking for a fix or support! 

[Rsmith8917]

Having exactly the same issue, and so are both my parents and my in laws. This issue makes these devices essentially useless for us. Any help or guidance would’ve greatly appreciated.

[gabemcg]

same here. Followed all the instructions to remove legacy duo calling and migrate to meet. It is supposed to work on the Nest Hub Max and it doesn't. About ready to trash the entire google home ecosystem over this

[Eb21]

Yep. After an hour on the phone with nest support, they confirmed everything was configured properly on my end, and that my only option from there was to "leave feedback" that goes to the engineering team. The support person also said "then you wait, maybe in 6 months there will be an update." How can Google find this acceptable? Video calling is a core functionality of this device. They have been whittling away features and functionality, and in 6 months I will no longer be a Google customer if this keeps up.

[Son-in-law]

They told be that the video calling feature is being "Deprecated". I had to look this word up! It means they are in the process of dropping the feature.  I am still trying to hold them to account for this but thought I'd share this info with you. 

[gabemcg]

I spent over an hour on the phone with Google Technical support to troubleshoot. Multiple factory resets, new "Homes" set up in the google home app, different google accounts. Nothing works. They opened a ticket with engineering. If you are having this issue save yourself the trouble of calling in and just say "Hey Google Send Feedback" with the message, "Unable to make Google Meet video calls 40337"

[Son-in-law]

I still have this issue and have been told by Google that they are in the process of dropping the video calling feature. No indication of any plan from them to fix this for us !

[cawendt25]

Have you had any luck with this? We used to call my grand mother every night so she could see her great grandkids and now it doesn't work still!! How do these big companies get away with this **bleep**. First we had the Facebook portal, they ended that. We switched to this and it's worked for months fine and now it doesn't work anymore. 

[Frustrated15]

This is exactly my issue. I've even gotten a new device and the same thing is happening. I've been on so many phone calls sharing my phone screen with tech support, but nothing has worked. So, so frustrating.

[Edavin]

Just received a brand new Google hub max and I’m having the same issue. Very frustrating and hoping there will be a fix soon?

[Pjd5]

When logged into the account on a phone is there a legacy calling account listed in the Google Meet settings?    Is there a phone number listed?  Have you tried deleting and adding the legacy account there?  

Have you tried joining the preview program to get bug fixes sooner?

[ABHCC01]

Yesterday we try to update the phone number in google meet setting and reset my own google nest. After resetup and update gemini in my google nest 2nd, the meet call back to normal. But to mak e call we need 30 second to nest open meet call connect and ringing. I hope this bug can be solved ASAP.

[Pjd5]

Yes. They removed legacy calling from my Google Meet completely very recently.   I am in the preview program so maybe they actually are going to somehow force Meet to work.   

[WestcoastK]

chatted with support for this issue for over an hour and when he finally got all the information and “discussed” it with his senior team this was the response I received:

I can confirm you that this feature is currently under maintenance. Kindly fill up this form with your precious feedback, our tech team will make sure to solve this issue as soon as possible.

Then he unsuccessfully tried twice to send me the form and it would come to me “Access to this form is DENIED” 

He finally suggested I send Feedback through my Google Max Nest device and to be sure to include, “Video and call issues including dropped calls” with the description of the problem. 
I’m not convinced this method of Feedback will see the light of day with anyone at Google. 

I did ask for the transcript of my entire conversation to be emailed to me. And it was. Any lawyers out there??? Haha 

In my initial conversation with “Tech Support”, I suggested a member of his team come here to read the comments because no one seriously seems to have a clue about this issue. He went on to assure me that he could fix the problem. Of course that didn’t happen and here I am staring at my useless device and angry with the lack of transparency. 

Anyone  have any other updates? Anyone holding out hope that this will be fixed? I miss video calling my grandson. Using a phone is just not the same. 😕

[Frustrated15]

I'm in the same boat. Missing my little granddaughter and feeling let down by Google.

[NanoAjax]

Same here, I'm totally lost with what Google is doing, no communication at all, I cannot communicate with my family overseas anymore, there is an icon for Meet, but only makes audio calls, I was planing to buy another unit, but at this stage is not an option anymore. BTW. I did reboot, I did check my configurations, my phone number, rebooted a few times, the results are the same, it simply does not work as it used to.

[DhKM]

Same here. Suddenly no more video calling on all my google nest hub max. Got 3 devices just for the video calling. Is the feature actually being removed? 

[Pjd5]

Try joining the preview program in the Google home app.   You'll get fixed sooner.  

[SebastienC]

So weird... On my mom's nest hub max, when she tries to call me, the device says "Duo calling is no longer available on this device". I've tried to reset the device, checked the screen settings in Home application on her phone, checked the Meet parameters... Nothing worked.

Then I invited my Google account to her home (with voice recognition) and with my voice i was able to call when my mother wasn't with her voice...

So probably something linked with the account vut I haven't been able to find out...

[Alphabunny]

We had this same isssue on my mom's Nest Hub Max and have fixed it.

Step 1)

Remove the legacy calling account info from google meet.  If legacy calling info is still present the call still tries to use Duo which causes the failure.

Google Meet -> Settings -> Calling(legacy) -> Legacy Calling Account -> Remove Calling account

Once this was complete the duo error was fixed but we ran into another issue where meet was not able to find a number assoicated with the contact to complete the requested call.

To fix this we needed to modify the contact information stored in google for the person she was trying to reach to place the phone number associated with the destination meet account as the first number in the list of phone numbers for that contact.  I also had to add a +1 to the phone number as well since it is a N.A. number.

Once these changes were made she was able to complete the call using the commnad Hey Google - video call [contact name]

[SebastienC]

Thanks a lot for your support.

We've tried to follow your instructions but it doesn't work.

It removed the deprecation message from the Meet app but she still can't call me from the Hub Max. 

She can call me from her phone.

And i can call her on her Hub Max from mine.

🙁

[Alphabunny]

What error is being given on the hub?

Have you removed the legacy calling info from both accounts?

[SebastienC]

Hello,
Sorry for the delayed answer but i'm progressing step by step (and slowly because i don't have a direct access to the device).

I think this is something related to my account because she can call my brother from the Hub Max.
Now I have removed the legacy calling, the device say something like "There is no number for this contact".
I'll let you know if I solve this one day.

[Pjd5]

Add your phone number at the Google account level.   You'll also have to enable it for other people to search for account by phone number.

[Alphabunny]

You are progressing though the same sequence and I did.  To fix this part, check your mom's contact info for you and make sure your mobile number is the first one listed and I had to add the +1 in front of the number as well.  You are very close!

[SebastienC]

Hi all,

Sorry for the radio silence. I’m back with an update: I finally managed to get everything working!

I’m not 100% sure what the magic fix was, though.

We tried everything: adding and removing phone numbers, deleting secondary email addresses, and double-checking settings... in Meet, Contacts, the Google account... It’s working now so i'm not touching anything anymore.

That said, I’m still running into some frustrating issues:

• The user interface is soooo small.

• The camera zoom changes every call and sometimes drifts.

• The ringtone volume is ridiculously low and easy to miss.

I really hope Google is actively working on these, rather than letting them fall to the wayside like so many other things in the past.

Good luck to you all.