Protect connection after new router

[Whocares77]

Bought a nest Wi-Fi pro mesh router system and my nest protects will not connect to the internet or app. After working through the troubleshooting options this is my last resort. I have reset my phone, the app, my routers, the protect, I have enabled IPv6, and ensured all nest things are on my 2.4ghz guest network. Thermostat is on the same network and the app says it can’t contact the thermostat to connect with the protect, even though I can adjust everything on my thermostat from the app. I feel like I have done everything on the list and still nothing. Any one know how to remedy this? I’ve seen similar posts but not specific to this. Also router is 8 feet away from the protect and nest thermostat.  

[EmersonB]

Hello Whocares77,

Thanks for reaching out here in the Community and for sharing the steps you've done. During set up, both of your Nest devices should be awake. You may press the display of your Nest Thermostat and your Nest Protect should have a pulsing blue light. In case these steps didn't work, you may try  creating a new home structure and add your Nest Protects there then add your Nest Thermostat back.

Looking forward to your response.

Regards,

Emerson

[EmersonB]

Hi Whocares77,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Protect? Were you able to read the information I've shared? In case you have an update, you know where to find us.

Thanks,
Emerson

[Whocares77]

I added another house to add the protects to before this response. I have not yet added the current thermostat to this new house, I simply haven’t had the time to look into how to delete and add to the protects’ home. I’m sure it’s simple, just haven’t got there. Weird solution though, wasn’t too thrilled at spending about four hours searching for the info and working through all of the steps for a system made by the same company, I don’t have the time to troubleshoot for you. I will very much be questioning any further google home purchases since I have had better compatibility with non-google items working with your system. Truly makes no sense. 

[DanCoco]

Nest protects look to have badically been abandoned by google and app support has been mediocre at best. It looks like they stopped developing the nest app and just never added the functions in google home. Over time google has lost my trust and i'll personslly be migrating away from all services as i get time.

[EmersonB]

Hello Whocares77,

Thanks for getting back to us. If you have migrated your account, you need to use the Google Home app to delete your other home structure. With regards to your Nest Thermostat, were you able to reset it to the factory default before adding it to the new home? Looking forward to your response.

I appreciate the help, Brad and listairee.

Best,

Emerson

[EmersonB]

Hi Whocares77,

I'm dropping by to ensure that everything is covered here. How's it going with your Nest Protect?  In case you have an update, you know where to find us.
 
Regards,
Emerson

[Whocares77]

After following all of the steps on how to get my nest to work. Basically, all I had to do was set up a new home and delete my old home stuff and reconnect the nest with the protect under the same new home. Nowhere on the help page does it say that. I had to dig through multiple threads to get to this point. Worst customer service. 

[zoeuvre]

Hi everyone, 

@Whocares77, Awesome! I'm glad to hear that things has been sorted out and I appreciate the steps you did. Before I mark things as resolved, I wanted to check and see if there might be anything else you needed on this or to see if you had any other questions. If there's more you need, just let us know.

Thanks for your help, Emerson. 

Best,

Zoe 

[DanCoco]

Please take the indicated fix and publish it in the relevant help pages. Please link the results, so we can validate the steps work. 

[DanCoco]

So Nest Protect is not supported in Google Home, but you have to use Google Home to make adjustments to how the Nest app works?

[Whocares77]

Not quite clear on your question. I had trouble when I got a new router (google mesh) and then my protects would not connect to my nest app until I set up a new home, then I had to delete my nest thermostat and add it to the new home with my protects to have them all on one.