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Cancel Nest Aware with ADT

softwaredevgirl
Community Member

I saw a post on here talking about Nest Aware with ADT, and trying to cancel the ADT managed subscription to resume Google self management of Nest Aware or Nest Aware Plus.

I just had the same situation. I was trying to integrate my ADT account with Google Nest Aware since ADT is advertising that they are compatible. However, once I tried to add the Google Nest devices to the ADT app through their Add Device manager and I logged into my Google account, ADT had taken control of my Nest Aware subscription and had downgraded me from the Plus subscription. Even after all this I found out you can't view the Nest cameras through the ADT app, so the integration didn't provide any benefit.

I called ADT on Tuesday twice and at first they said they didn't know how to remove it and I had to talk to Google. Google correctly said that ADT needed to remove it. Speaking with ADT again on Tuesday they said they removed it but we found out today (Thursday) that they had only removed it from billing. I had to schedule a call with a senior technician and he was able to remove the ADT managed Nest Aware from my account which unlocked my Google Home allowing me to reapply my "floating" Nest Aware Plug Subscription.

I had to be forceful as I didn't want to re-setup 44 different devices connected to my Google Home including 4 wifi pro points and 6 outdoor cameras (in ohio in the cold weather). 

I post this to let you know that you do NOT have to delete and recreate your Google Home you just have to push ADT to remove the Nest Aware subscription from both billing and from your actual video services. Push for a senior technician call if you need to. I hope that this post prevents some heartache for other ADT and Google Nest Aware users.

8 REPLIES 8

EmersonB
Community Specialist
Community Specialist

Hello softwaredevgirl,

Thanks for posting here in the Community. We appreciate you sharing here about what happened on your end with regards to your experience with ADT and from your Nest Aware subscription. We'll definitely take this as feedback — we'll ensure to learn from it to be able to deliver a better experience in the future. Let us know if you have questions in mind.

Regards,
Emerson

EmersonB
Community Specialist
Community Specialist

Hi softwaredevgirl,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,
Emerson

Thanks Emerson. I don't have any questions. I posted this here so that hopefully it shows up when someone uses google search to try to find a solution to this problem (other than deleting their google home). Hopefully this response helps others push ADT to remove the Nest Aware subscription from both the billing and the video services portion of their ADT accounts so users can regain control of their Google Nest Aware subscriptions. Please leave this thread open as vigder may want to have further communication with his similar issue. (See his comment below.) Thank you for your help.

vigder
Community Member

I am in the same situation. Can you help me take over control of my account?

Hi Vigder,

ADT has to relinquish control. When you first talk to ADT they are going to transfer you to billing and they will remove Nest Aware from your account. If your situation goes like mine did they will tell you that this should fix the problem and that in 24 - 48 hours the "Nest Aware managed by ADT" badge will go away on your Nest subscriptions. This was not accurate for me.

I had to call back and schedule a virtual tech visit with a senior technician. He got in touch with his manager and found that while billing had removed the Nest Aware from my account on the billing side, it was still applied on my video services. They removed the Nest Aware from the ADT video services and I was able to see the results on my Google Nest Subscriptions page immediately. (https://store.google.com/subscriptions?hl=en-US) When you talk to ADT if you don't see the results on the subscription page in Google push to set up that senior technician virtual tech visit. Don't give up until ADT relinquishes control.  

Thank you so much! I now have control of my account.

I've been trying to get this done for close to a year.

That's wonderful news!! I'm so glad you were able to regain control from ADT!

Hello everyone,

Thanks for getting back to us and we're glad that it's resolved now. We appreciate you sharing here what happened and the steps you’ve done to resolve this issue. We’ll consider this one complete so let us know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Regards,
Emerson