Nest Protect Gen2 Heads Up Not working and Google isn't fixing it

[joemellin]

Hello, 

I bought 8 Nest Protects and the Heads-Up feature is no longer working meaning all the fire alarms go off when we cook.

This is scaring my little son.  

There are a variety of threads where paid google community support members give basic instructions that do not work.  

Re: Nest Protect won’t do heads up - Google Nest Community

My Nest Protect no longer gives me heads up warnin... - Google Nest Community

This is a defective product and I would appreciate if it was fixed or replaced.

For google's paid community members who are reading this, please share with me the form I need to fill out to escalate this issue.  

To anyone else, I suggest not buying Nest Protect Gen2 devices until this is fixed.

[Lance_L]

Hey joemellin,

Thanks for reaching out to the Google Nest Community. I’m sorry to hear that you’re having issues with Nest Protect. I’d be happy to help you with this.

I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

All the best,

Lance

[Lance_L]

Hi joemellin,

We haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Regards,

Lance

[SoCal]

@Lance_L - I am having the same issue in a home I recently set-up with 5 nest protects.  I have already:

- updated WiFi on all devices 

- confirmed they are all running 3.5rc3

- ensured the Heads Up setting is on in all cases

- run through a system check.  

Three of my nests have alarmed, 2-3 times each (my boyfriend likes Cajun food, and long hot showers, what can I tell you?) .  We have never received a “heads up” from our Gen 2s.  I had 5 back Gen 1s at my prior home and they all did Heads-ups prior to alarming — it’s why we continued with Nest even though there are other smart, networked options out there.z. 

Any advice?!

[Lance_L]

Hi folks,

@SoCal, thanks for joining the discussion and sharing all the steps you’ve tried to fix the issue. Since the steps didn't work on your end, I'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once you're done.

Best,

Lance

[Lance_L]

Hello everyone,

@SoCal, we haven’t seen your form submission come through — were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Regards,

Lance

[SoCal]

I do still need help, Lance, thanks.  I have tried the following with your phone support team:

- factory reset of all units

- verify all units have latest operating system

 - sound check including alarms

- confirmed all units are configured to allow “Heads-up” in the Nest App

And just tonight I had another alarm from the unit labeled “upstairs: with no “Heads Up.”. It’s so frustrating  having paid a premium for five of these units to have the feature that drove me to pay that premium not work.   Please let me know what’s next. 

PS it may be helpful to know I have a property in Boston with 5 Gen 1 Nest Protects on the same Nest and Google Home accounts.  That set functions perfectly w/r/t “Heads-up”

[SoCal]

Form submitted @Lance_L thanks!