My Google Nest Support Nightmare - 2 Weeks and Still Broken

[rey3]

My Google Nest Support Nightmare - 2 Weeks and Still Broken

The Problem

I can't remove users from my Google Home structure and can't delete a home. Specifically:

• Can't remove my spouse from the home
• They can't leave the home themselves
• Can't remove another household member
• NONE of the standard removal methods work

Timeline

Day 1 - Case opened, reported being unable to remove users

Day 4 - Agent provided generic help articles. I explained I'd already tried everything and nothing works - requested actual troubleshooting

Day 5 - Agent apologized and "escalated to higher team"

Day 9 - Agent requested extensive documentation (screenshots, app versions, subscription details, etc.)

Day 9 (later) - I provided all requested information

Day 10 - Agent acknowledged and said they'd get back to me

Day 11 - I asked when it would be fixed since my trial period ended and I'm paying for service that doesn't work

Day 12 - Multiple agents apologized and said they're "relaying information." I set a deadline and asked them to at least activate the service I paid for

Day 12 (later) - New agent asked if my Google One subscription is tied to Google Home/Nest (despite already providing this info)

Day 12 (evening) - I expressed frustration at repeating the same information multiple times

Day 13 (this morning) - Agent provided the EXACT SAME step-by-step instructions I told them don't work

Day 13 (30 minutes later) - My response: "You guys are terrible at this. Did you not read what the problem is? THE WHOLE POINT IS NOTHING WORKS TO REMOVE USERS/HOME"

Current Status

Nearly 2 weeks of support ticket ping-pong. They keep sending me the standard "how to remove users" instructions despite me repeatedly explaining that THOSE EXACT STEPS DON'T WORK. That's literally the entire problem.

I have screenshots, I've provided subscription info, I've confirmed app versions - everything they asked for. And they just keep copy-pasting the same help article steps.

Meanwhile, I'm paying for a service that's broken and can't be fixed.

Has anyone else experienced this with @Google @madebygoogle support?

#GoogleHome #GoogleNest #TechSupport #CustomerService

[PeterP1]

That sounds incredibly frustrating. Unfortunately, you’re not the only one — a number of people have reported being stuck in the same loop where the “remove user” steps don’t work and support keeps pointing back to the same articles. From what’s been shared in other threads, this looks like a deeper account or backend issue rather than something a user can fix through the app.

The only real path forward right now is continuing to push for escalation so it reaches the engineering team instead of front-line support. Submitting feedback directly in the Google Home app can also help flag it as a product issue, not just a support case.

It would definitely help if Google could confirm whether this is a known bug and provide a proper fix or timeline, since copy-paste instructions aren’t addressing the actual issue.