Home/Away Assist

[M15ley]

Whenever I leave my home the app never recognises I’m away and therefore doesn’t put the stat into ‘eco’ mode. 

I am forced to manually change my status in the app but then some time later when I check, it has put me back to being ‘Home’

I’ve double checked all settings, location services etc. and they are correct. 

I’ve spent hours on the phone to support without success. I’m close to throwing it in the bin but thought I’d ask here before I do. 

[aatienza]

Hey M15ley,

Oh no! I'm sorry to hear that. Could you share with us the case ID from your interaction with our support team so I can check the troubleshooting steps you've tried to fix this?

Thanks,

Archie

[M15ley]

Hi,

My case ID is: 7-4857000034027

[HillHouse710]

The simple solution I found is to make sure only one app is using your phone to determine if you're Home or Away. If this feature is enabled in the Nest App, it is disabled automatically in Google Home, and vice versa (even if it appears enabled in both - it's not, it can't be). Decide which app you want to control Home Away Assist, and enable determine by phone location in that app ONLY. All recognized phones must be enabled on the same app and disabled on the other. Then go to your phone's location settings and choose Always Allow for your chosen app and Never Allow for the other - DO NOT SKIP THIS STEP. Geofencing can only work on one app at a time so if it's enabled on both, ya got trouble my friends. Why this is not explained under Home Away Assist is BEYOND STUPID, endlessly frustrating and likely the cause of more than one relationship failure. 

Hey my Not-So-Smart-Google-Assistant, riddle me this. How the heck are you going to sell us on your Smart Home concept if you withhold the information we need to make it work? Throw me a bone here for Google sake.

[Markjosephp]

Hello folks,

I'm sorry for the late reply, and I know it's been a while, but I wanted to ensure that everything was covered here. 

Thanks for helping and for sharing your experience with what you've done, @HillHouse710.

@M15ley, how's it going? Have you had a chance to do the steps shared above? Let us know if you need more help.

I appreciate the assistance, Archie.

Regards,

Mark

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[aatienza]

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie