Complaint: Discontinuation of Nest 1st & 2nd Gen Thermostat Support – Legal Action Being Considered

[MR-QPR1991]

I am extremely disappointed to learn that Google/Nest has decided to discontinue support for the 2nd Generation Nest Thermostat, with no proper migration to the Google Home ecosystem.

Many of us paid a premium for these devices under the clear expectation they would be supported long-term. Stripping away essential smart features like remote control, scheduling, and home integrations — without warning — has effectively turned these into basic, outdated thermostats worth a fraction of their original price.

I have seen many other customers posting similar complaints, especially regarding both the 1st and 2nd Generation Nest Thermostats. It's clear this is not an isolated issue, but a widespread problem affecting a large number of loyal customers.

This decision appears to breach consumer rights, particularly around misrepresentation and unfair commercial practices. If Google/Nest does not offer a clear resolution — whether that be compensation, refunds, or a suitable upgrade path — I will be seeking legal advice and escalating this through formal consumer protection channels.

Google has taken this too far. Customers who invested in Nest products trusted the brand to deliver on its promises, and this trust has been seriously damaged.

[engmgr67]

I agree. I paid a fortune for the 1st Generation. It works great and the app meets my needs. I have no need to upgrade. It makes no sense why it can't continue to function as is. This is a pure revenue generation play. Do better Alphabet.

[Tasandriel]

I have two Nest Gen 2 thermostats and I was appalled to hear about this news.
I spent 500 € in these devices thinking I would've made a good investment, that would serve me years to come.
Only for them to pull the plug for no reason other than greed.
I'm going to send an email to Louis Rossmann about this so he can at least publically shame Google for this unbelievable dickmove.

[TastyReg]

Another product on the google graveyard. I've got 4 nest thermostats that will soon become useless. Lesson learned tho: never buy a google product

[DLK10]

My 2nd Gen was bought in 2014 as a Nest product,  well before google took it over. I was quite dismayed tbh and have never migrated over to a google account despite them emailing regularly to try and persuade me. 
my thermostat works well and I’m disgusted with google for doing this 😠

[bixieupnorth]

yes me too, i got mine via npower when it was a nest product. very disappointed with the news this week. i'm hoping they reverse their decision and keep the app usage at the very least.

[Fil0083]

I agree with you. The decision to stop support for the 2nd Gen Nest Thermostat without a proper upgrade path or transition to the Google Home ecosystem is frustrating, especially for long-term customers who trusted the product.

I’m in the process of reaching out to consumer protection organizations like Which? and exploring legal avenues if necessary. I encourage others to do the same to ensure we get a fair resolution, whether that be compensation or a suitable upgrade offer.

[bixieupnorth]

even with a decent upgrade offer we'd still have to pay an electrician or similar to come out and fit the new thing.

i just want them to leave the app alone so that we can easily programme a fully working device, albeit 11 years old, and counting, if it ain't broke, don't fix it!

[foxharbour]

Fully agree.  If this is the approach with Google products, then sell them with expiry date.  But this is not a carton of milk.  It is a fully functional technical product that only suffers with being too well built.  Governments need to step in to address this type of company decisions.  Legal action similar to that with John Deer and the right to repair laws should be considered.

[stapleto]

I agree!

[bixieupnorth]

consider adding your comments to their facebook  page?

https://www.facebook.com/profile/100045059590919/search/?q=nest%20thermostat

[ktilbury]

I get page not found?

[bixieupnorth]

ok sorry about that! i just searched for nest on their facebook (it's called made by google) page and commented on every post i saw!

[FrankM1]

I completely agree. Essentially what Google is doing is stopping support on our first and second GEN nest thermostats which will save them A LOT of money, while offering us a minor discount so they can make A LOT more money by requiring us to pay for an upgrade to a supported device.  All while trying to cloak it is as customer loyalty discount. Come on Google you can do better than that. 

This is a smart device that should have a long life cycle. If you are discontinuing premium features which most of us paid for like remote access, Google should follow similar replacement process as D-link did for their smart water sensors. For out of support devices, you simply replace at no charge with the latest device. 

I would kindly ask Google to get with the program and show true customer loyalty for this situation. Please do not let this fester and turn into a class action suit. 

Thanks Frank

[bixieupnorth]

a lot you say? how much in reality does it cost to maintain it do you think? i've no idea. it's a drop in the ocean to their billions of profits and similar saved through tax avoidance.

it's the abandonment and sheer waste that i hate.

[ktilbury]

I agree. 

I am appalled these thermostats are still fit for purpose and nothing wrong with them.

Look what happened when Sonos announced they discontinuing  there range of speakers they had to back track dramatically and had huge financial impact on the company as a result! 

I hope Google will do the same or at least offer us replacements 

I do t want to go the Tado route I am happy with my nest product! 

[Fil0083]

Hi all,

Quick update for those following the Nest Learning Thermostat issue in the UK, especially regarding the remote control and scheduling features being shut off in October 2025.

I contacted Citizens Advice to understand where I stand legally as a consumer. Here's the summary of their response:

Since I bought the device in 2016 from Currys, it's outside the 6-year window to take legal action under UK consumer law.

They confirmed that because I didn’t pay Google directly for the smart features (like scheduling via the app), there’s no formal contract with Google — so no legal consumer rights apply there either.

Basically, we’re left relying on goodwill from Google or the retailer.

Citizens Advice said they will pass this on to Trading Standards as intelligence, but that won’t directly resolve the issue.

So unless Google voluntarily improves the 50% offer (which I agree still isn’t fair), there’s no formal way to force a repair, refund, or replacement.

Let me know if anyone has had success pushing further or if there's a coordinated action being considered.

[DLK10]

Google clearly knew what they were doing then.  It’s just middle fingered a whole load of their UK and EU customers and I for one, am researching an alternative. I don’t want a discount on a product I don’t want.  I’d just like my perfectly working product to continue as it has done for the last 11 years. 

[TastyReg]

I bought 3 of them less than 2 years ago for different zones in my house (I already had one). The "discount" on the Tado thermostat that I don't want only extends to a single thermostat. Again, thanks a bunch, Google.

[chassall]

Good luck with getting any action out of Google for their faulty thermostats.

I would strongly recommend you stay away from Google Nest thermostats, DO NOT BUY.

This is my experience with Google Nest warranty:

Google has now responded that this thermostat is no longer supported in my area and that it is out of stock and no longer available.  This is in response to my repeated requests for the thermostat to be replaced under warranty.

But Google has made it absolutely clear to me that they would honour their warranty and replace the unit sent to them, as shown in the following emails. Google have said to me:

• 19/4/25 ‘We will ensure you receive the replacement unit as soon as possible’. This is after Google had stolen my faulty unit in December 2024, kept it in their store, and not advised me of anything.
• 19/4/25 ‘You’ll get another email when your item is dispatched’
• 19/4/25 ‘We confirm the defective device was correctly returned on 10 December 2024. We’ve successfully processed a new replacement for the Nest Thermostat E to be sent to you. And it will be shipped within 2 to 3 business days.’
• Additional to the replacement of the thermostat, Google even offered me a cash credit as a goodwill gesture to compensate for the inconvenience I experienced. There is no amount of compensation that Google could offer that compensates me for Google’s illegal behaviour in this matter. I rejected their offer.
• 23/4/25 ‘We can assure you that the thermostat we sent you is a pristine, tested and fully functional replacement. The replacement thermostat is on its way.’

Total lies from Google, there was no replacement thermostat ever sent and it was definitely not on its way to me. This is typical of Google behaviour regarding warranty claims, they will flood the customer with feel good responses which are lies in order to appease the customer and delay as much as possible a resolution of the problem.

• It has taken Google a minimum of 4 months to get to this point. Right from the day Google directed me to send them the faulty thermostat on 27/11/24 for replacement under warranty, Google has persisted in lying to me, delaying any action on their behalf, and avoiding any action that adheres to their legally constituted warranty conditions.
• Google has kept my faulty thermostat for at least 4 months without notifying me of their actions, and during the last three weeks they have regularly advised me that they would be replacing it under warranty, right up to a week ago! And now 4 months later Google is telling me that there is no stock available where I live and are offering a cash refund. Why has Google refused to tell me this up to now, why didn’t Google tell me this 4 months ago? My heating system has been inoperable for at least 5 months due to Google’s ineptitude and illegal actions.

If Google persists in running this line that there are no replacements available in my area then I reject that as false. I do not want a cash settlement, I want a thermostat that works for more than 4 weeks and continues to connect to Wi-Fi and Bluetooth. Either send me a replacement from another area like USA, or return my faulty thermostat so that I can at least have an operating heating system but without Wi-Fi, or send me a new updated model thermostat that does not have the same Wi-Fi W5 issues the Type E thermostat has.

[Djmgoose]

Agreed! Totally just a money grab from them and they need to be sued, they did the same thing with the dropcams, these devices should allowed to use third party software for online functionality. I own a Airgradient air quality sensor that is actually designed to be open sourced with the ability to install your own software if you ever decided to not use theirs. My 2nd gen Nest is actually better made than the newer versions that have cheaper parts on the inside! Total bull**bleep**, they need a class action lawsuit brought against them!

[stapleto]

Yes,  My 2nd gen performs fanatically.  I don't want to replace it.  Its also connected to two smoke nest protect alarms. 

Bad job google just getting richer on our backs!...

[bixieupnorth]

i'm still hopeful that they'll allow open access to the nest app so that some clever clogs can create something for us all to use, and to save scrapping a perfectly functioning thermostat