Can't reset or get a support line

[BMiller12900]

Somehow one of my thermostats got locked.  It was offline from our network for renovation.  Now it requires a PIN I don't have and I can't access because it's not connected.  I need the factory reset file sent to me by Nest but can't find a way to contact.  Just group chat solutions.  

[listairee]

Hello @BMiller12900,

Thanks for reaching out. Here is the link to the Google Nest support team. You will need to contact them to help since you forgot your PIN.

Hope that helps! 🙂

[BMiller12900]

Thanks but that link just sends you down the rabbit hole.  Been there 10 times today.  There is a community chat that states CS will send a file to me and, once moved into place , it will reset the devise to factory settings.  That's all I need someone to do because it is apparently possible.  My PIN was not forgotten as I did not lock the device.  Sure seems like a long way to go to get to a simple fix.

[Jeff]

Hey BMiller12900,

I have a form for you to submit that can get a higher tier of support to reach out to you. This isn't the same as the regular contact us form. By filling this out, a tech agent will contact you directly and can diagnose and resolve the problem with you. Here's that link: https://goo.gle/3BICUaB.

As for the file, I am not familiar with that, but maybe someone else can chime in about that. For now, I would fill out that form and that should help you move ahead.

Thanks,
Jeff

[Jeff]

Hello again, BMiller12900.

At this point you should have been working with support directly on your question. I just wanted to check in and let you know that we're going to close up this thread in the next day unless you have any additional questions. If so, just let me know.

Thanks,
Jeff