How to help and elderly relative upgrade

[m-edwards]

My mother is elderly and needs to upgrade her Gen 2 Nest. She never go the email that we can tell. I have emailed Google Home multiple times and am getting no help. She does not understand how to do this so I am helping her but Google is being useless. I even sent an email from her account to them and got an automated respond about Chrome cast.

PLEASE HELP!!!!

[angelo899]

Hi M,

That sounds really frustrating — totally understand. If your mother’s Gen 2 Nest needs the upgrade, try starting directly from the Google Home app on her phone or tablet. Open the app → tap the Nest device → check for a banner or option to update firmware or migrate.

If she didn’t get the email, you can also go to https://home.google.com/migration while logged into her Google account — it often triggers the process automatically.

If that still doesn’t work, reach out via the Nest Help chat instead of email — it tends to get faster, more specific responses than the general Google contact form.

Hope this helps get her set up smoothly!

[m-edwards]

She doesn't have Google Home. She has the Nest app. And I am in a different city so I can't tell her how to do this. There is no one there who will help her either. They are all "too busy". Where is Nest Help Chat? I will try th emigration - see if I can log into that but I'm not sure I can. The email she used for Google no longer exists.

[m-edwards]

I tried the link but you have to log into a google account which she does not appear to have.

[m-edwards]

I just need to converse with someone at Google

[m-edwards]

Tried to log into her Nest app from my phone - the password we have is incorrect and since the email she use for that is no longer active we cannot reset it. We looked into her Nest app to migrate and all it say is it will send an email to get the discount Except we no longer have access to that email.  The issue is we need to change her email on NestGoogle but we can't because we can't get into the account to change it. So it sounds like there is no way to get her a discount code.

[m-edwards]

I have tried multiple suggestions, sent multiple requests, the form to request google help doesnt' work (why am I not surprised). so Instead we are going to migrate away from Google Nest since Google obviously does not care about customers.

[moralesvicente]

Hello @m-edwards, 

Thank you for reaching out to the Google Nest Community Forum. I understand that you want to get the discount coupon in your email to be able to upgrade to the Nest Learning Thermostat (4th gen). I apologize that you didn’t receive a response from our support team as you expected. No worries. It’s a pleasure to help you.

To expedite assistance, the team would like to learn more about this situation. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards, 

Daniel

[m-edwards]

THAT FORM DOES NOT WORK!!! AT THE END ALL YOU GET IT A MESSAGE THAT THERE IS A PROBLEM AND REFRESH THE PAGE - I'VE TRIED MULTIPLE TIMES AND IT NEVER DOES ANYTHING BUT FAIL.

[moralesvicente]

Hey m-edwards, 

Thanks for keeping me updated. I’m sorry to know you’re experiencing troubles trying to fill out the form, so could you please try to use a different browser or use a computer to complete the information requested?

Let me know how it goes. 

Cheers, 

Daniel