Google Home App not recognizing 2 gang smart switches

[solbeto]

Google Home App is not recognizing multi-gang smart switches as individual switches while all of the other manufacturers apps recognize them.  This is happening since last year and multiple complaints of this on your Community Forums and your reps only offer stupid superficial solutions like re-start, sync again, etc….  Myself and many others being telling your reps about this for a long time and Google keeps ignoring this.  Is this the Google standard?

[Juni]

Hi solbeto,

Thanks for reaching out, I know how it feels when something isn’t working as it should.  Have you tried creating a new home structure? If not, try it and observe if it makes a difference? Check out the steps below on how to create a new one.

1. Open the Google Home app .
2. Tap Settings Add .
3. Select Home.
4. Follow the steps.

Note: You can have up to 5 homes in your account. 

Regards,

Juni

[solbeto]

I tried that and many other “superficial” solutions  that is the only thing that  your Community Specialists can come up with.  This is not at the user level as there are a lot of people with the same problem.  If you don’t escalate this to the appropriate level we will continue to suffer.  What does it take to get this fixed without so many obstacles from your Team?

[Princesss]

Hello solbeto,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

[Ali001]

Instead of focusing on the perceived lack of action, let's work together to find a solution:

1. Gather Details:

• Which brand and model of multi-gang switches are you using?
• Did they ever work individually in the Google Home app, or has this always been the issue?
• Have you tried contacting the switch manufacturer's support to see if they have any insights or workarounds?

2. Explore Community Resources:

• Search the Google Home Community Forum for existing threads about your specific switch model and the issue you're facing. There might be hidden gems in user-to-user discussions.
• If you haven't already, consider posting a detailed thread yourself with all the relevant information, including the switch model, troubleshooting steps tried, and error messages encountered. This can attract other users facing similar issues and potentially lead to a collective solution.

3. Consider Advanced Troubleshooting:

• Have you tried checking for and installing any available updates for both the Google Home app and the switch's firmware? Outdated versions can sometimes cause compatibility issues.
• If your switches offer a local control option through a dedicated app, try configuring them individually through that app and then linking them to the Google Home app. This approach might bypass the initial recognition issue.

4. Engage with Google Support:

• Explain your situation and the troubleshooting steps you've already tried clearly and concisely. Emphasize the fact that this issue has been reported by multiple users and isn't just an isolated incident.
• Be persistent but polite in your interactions. Remember, support representatives are often facing a high volume of requests and might not have immediate access to a solution, but they can potentially escalate the issue for further investigation.