Can't Re-Add Device

[thomas18]

I can't change the Wi-Fi after upgrading my router, and the app tells me to remove the device and re-add it, but it tells me nothing about scanning a QR code or adding it manually with a six-digit code - both of which are on the back of the device, which is mounted on my ceiling.  Since I have 12-foot ceilings, it's simply not possible 'uninstall' it, as google guy suggested - if I was going to do that I wouldn't have called.

This is absolutely ridiculous - that I can't change the Wi-Fi login even though I have the device paired to the app in my phone, and now that I've removed it, per the app's recommendation, I can't re-add it.

This is absolutely ridiculous - that the device's built-in Wi-fi allows me to connect to it but doesn't allow me to re-add the device or reconfigure it, and now it's just sitting there, waiting for some hacker to come along - so much for security.

This is absolutely ridiculous - that the google guy thinks he's just to walk me though troubleshooting, because I can't figure this stuff out by myself and I need him to repeat what I just said and ask me if that's what I just said, and then he suggests I reset the device using a paper clip.

This is absolutely ridiculous - that google can't come with a better strategy or better software, and that this could even happen - this is absolutely ridiculous!

[humbertogarcia]

Hi Thomas 18,

I hear you and I’m here to ensure we find a solution that respects the specific requirements of your 12-foot-high installation. Thank you for the opportunity to make this right through the community!

It’s clear we need a more practical approach that avoids the ladder entirely, so I’ve prepared a "feet-on-the-ground" plan for you. Let’s try the SSID Method:

• Temporarily update your new router’s Wi-Fi Name (SSID) and Password to match your previous network credentials exactly.
• If the device hasn't been factory reset, it should recognize the “old” credentials and automatically reconnect to the cloud.
• Once the device is back online, try the “Add Product” feature in the app.  If it asks for a QR code, look for an option that says “Continue without scanning” or “Enter code instead”.

To make sure I have the right technical details for our next step, could you confirm:

• Is the device a Nest Protect or a Nest Camera?
• Do you have the original box or manual? They usually contain a backup 6-digit setup code (Entry Key) that allows you to bypass the QR scan entirely.

I’m committed to getting your security back on track without you needing a paperclip or a ladder. I look forward to your update!

Regards,

Humberto