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Nest Aware Plus: Plan description unclear that multiple homes require multiple subscriptions :(

ReedMikel
Community Member

So, I recently added a Video Doorbell (wired) to my 2nd home.  At that 2nd home, I already had several Protect devices (smoke dets).  In first home, I have had a Nest Doorbell (wired) for couple years.  I had an active Nest Aware subscription that has worked fine for this 1st home.  But once I added doorbell at 2nd home, I did not see the 10 day history of events at new location (2nd home).  After looking at the Nest Aware subscription plans, I figured I needed to upgrade to a Nest Aware Plus subscription to get "all my devices under one plan).  The Nest Aware Plus plan describes it "Unlimited Devices: Pay once and add as many devices as you’d like at no extra charge".  I thought that this $120 annual purchase would cover all devices, regardless of how many homes they were located in.  Seems as that was an incorrect assumption, as apparently one has to buy a separate subscription for EACH HOME 😞 

Google - WHY don't you CLEARLY divulge this information in the Nest Aware plan descriptions?  Add a footnote like "* unlimited devices in ONE home.  Additional homes require additional subscriptions".  I'm sure Google's intent was not to mislead customers, but it comes very close to doing just that 😞

Disappointed customer 😞

9 REPLIES 9

MplsCustomer
Bronze
Bronze

@ReedMikel 

I'm just another Google Nest customer, but you're right. If you look through the Google Nest Help website, there's no explicit statement that a Nest Aware subscription applies to just one Google Nest "home" or "structure". That info comes from customer posts in this forum. I think several years ago Google Nest allowed customers to have cameras in different physical homes and Wi-Fis covered by the same Nest Aware subscription.

MangoCake
Community Member

@ReedMikel  I had the same issue with Google Nest Aware Plus subscription. I thought I could have up to ten devices in two homes in two different locations. But, it seems I have to pay for separate subscriptions. 

 

But, Google Nest is still the best for 24/7 recordings with 60 days of history. So, I guess everything has a price.  It would have been good of Google to have made things clearer about their devices in different locations. 

Brad
Community Specialist
Community Specialist

Hey there, 

 

Sorry for my late response, and thanks for all of your patience while waiting for a reply. I understand how this might be upsetting, but I'm happy to assist you with this. Currently, only 1 Nest Aware subscription is allowed per home/structure. You can read more about how Nest Aware works and how to manage your subscription through this link. Thanks to all who helped on this thread!

 

Best regards,

Brad

ReedMikel
Community Member

So why not make it crystal clear that a subscription can be used for ONLY ONE home/location?  I pointed out the lack of clarity on this subject, so why not fix it?

janthadeus
Community Specialist
Community Specialist

Hey folks,
 

I appreciate the help, Brad.

 

We’re sorry about the confusion here. Signing up for the Nest Aware Base and Nest Aware Plus plan as part of the 2nd gen Nest aware is per home structure and isn’t transferable to other home structures in your Nest account. The maximum number of coverage per home structure is 10 cameras.

 

Let us know if you have any other questions.

 

Regards,

JT

@janthadeus 

Where is it stated that the maximum number of cameras on a Nest Aware subscription is 10? This Nest Aware Plus page on the Google Store says: "Cover all your Google Nest devices in your home, now and in the future. Plus, you can add more and still pay the same."

https://store.google.com/product/nest_aware?pli=1&hl=en-US

This thread says: "The newer Nest Aware subscription is now unlimited devices."

https://www.googlenestcommunity.com/t5/Nest-Aware/Max-number-of-cameras-on-Nest-Aware/m-p/129925

This page says the maximum number of cameras in the Google Nest app is 10; however, one customer reported in this forum this week that they have 15:

https://support.google.com/googlenest/answer/9293015?hl=en&co=GENIE.Platform%3DAndroi#zippy=%2Cmove-...

There seems to be no Google Nest page that states the maximum number of cameras in the Google Home app.

janthadeus
Community Specialist
Community Specialist

Hi MplsCustomer,

 

We appreciate sharing your thoughts with us. 

 

ReedMikel, give us a shout if you have any questions.
 

Best regards,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

Checking back in should you still have further questions here. Let us know by replying to this thread.
 

Best,

JT

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad