Nest Aware subcription renewal removes any video history

[Brucejhawkins]

My subcription has been recently renewed for Nest Aware and now Im now not getting any video history, just still pictures.  How do i get customer service with Nest Aware? 

[MplsCustomer]

@Brucejhawkins 

Try the "Contact Us" link under "Nest Aware Premier Care" on the page below to "Get 24/7 access to Nest Aware Experts on the Nest Customer Care team. They’re available to answer questions, help you access features, and manage your subscription."

https://support.google.com/googlenest/answer/9233159

You can also check your subscription here. Perhaps it got renewed against the wrong Google Account, or for the wrong Google Nest "home/structure".

https://store.google.com/subscriptions

[zoeuvre]

Hi folks, 

Thanks for chiming in, @MplsCustomer. 

@Brucejhawkins, uh-oh! If you recently renewed your Nest Aware subscription and you're experiencing issues where you're only receiving still pictures instead of video history, there are a few troubleshooting steps you can try:

1. Double-check your Nest Aware subscription status to ensure that it's active and properly associated with your Nest cameras. Verify the subscription details, including the start and end dates, as well as the level of service you have subscribed to (e.g., Nest Aware Basic or Nest Aware Plus).
2. Review the settings for your Nest Cameras in the Nest app. Make sure that the cameras are set to record video and not just take still pictures. You can typically find these settings under the camera's specific settings or in the Nest Aware section of the app. Ensure that video recording is enabled and configured according to your preferences.
3. Try restarting both the Nest Camera and the Nest app. Power cycle the camera by unplugging it from its power source for a few seconds and then plugging it back in. Force close the Nest app on your mobile device and relaunch it. This can help refresh the camera's connection and the app's functionality.
4. If the issue persists, you can try clearing the cache and data of the Nest app. This can help resolve any software glitches that may be affecting the video playback. Go to the app settings on your mobile device, find the Nest app, and clear its cache and data. Note that this will log you out of the app, so you'll need to sign in again.

However, if you've made the decision to talk to a live agent instead, you may contact our support by going to the Google Nest Contact Us page.

Keep us posted. We're happy to help.

Best,

Zoe

[ufo2mstar]

This just happened to me today for moving from my annual Nest Aware Plus subscription to the same this year, and both these generic answers here: of `reach out to customer care`, `try resetting your devices` didn't help. I just got off the phone with an agent, who had me wait for quite a while a few times, only to disappoint me by saying that this was expected. Adding insult to injury, she also said that I would have to deal with this Every Year going forward! 

This feels absolutely insensitive to customers and irresponsible for a company as prominent as Google, to not give any sort of notice, or grace period, or even a have a basic feature to auto-renew subscriptions to continue with the video history!

Not only have they had a price hike that the community is very unhappy about, but not having any plans of improving the situation is terrible customer service, and definitely breaks my trust with Google products...

[zoeuvre]

Hi ufo2mstar, 

I'm sorry for any frustration and disappointment you're experiencing with the Nest subscription transition and the customer service experience. We'll take your feedback as an opportunity to learn and to be able to provide a better experience in the future.

Thanks,

Zoe