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Nest Home Report Looking For Old

AccordXTC
Community Member

Hey there

I have seen more people posting about the issue with the Nest reports not getting history because it was tied to an old Nest Thermostat. 

 

Rewind to 2 year ago I replaced my Nest Thermostat due to failure and since then was never getting history for the monthly report. I had reached out over a years amount of time and got the run around from tech support from calls, emails and posting with no result. 

Can anyone from Google / Nest help with this or should I just assume it can't be and get another company who can do this basic task. 

Also I have done all the resetting, removing readding possible with no result. Even had tech support send a new thermostat with no resolve. 

1 Recommended Answer

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I really appreciate the information provided and the insights related to this situation. I understand this might be frustrating, and I apologize for any inconvenience this may have caused.

Let's explore alternative options. I definitely will escalate this to our higher support team for further assistance.

Please let me know if you have any further questions.

 

Regards,

Byron

View Recommended Answer in original post

15 REPLIES 15

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for reaching out to the community. I'm sorry that you're experiencing troubles not receiving the Nest Home report for your Nest Thermostat since it was linked to an old Nest Thermostat. I understand how frustrating this can be. I really appreciate the effort to troubleshoot this situation. I'm here to help.

I just want to confirm if you already tried the below steps:

  • Open the Nest app.
  • Tap Settings on the app home screen.
  • Select Notifications.
  • Choose Nest Home Report.

Note: You may need to scroll down to see this.

  • Toggle the slider to turn Monthly Home Report emails off, then turn them back on.

Also, please check and verify your email address.

If you haven't verified the email address associated with your account in the Nest App, your Nest Home Report won't be sent out. Here are the steps to check:

  1. Sign in to the app.
  2. If your email address hasn't been verified, there'll be a prompt to verify your email before you can continue. You can resend a verification email to the email address you used to sign in.
  3. Once it's been verified, you should start receiving the Nest Home Report each month.

Please let me know and keep me posted.

 

Regards,

Byron

AccordXTC
Community Member

Hello ByronP

Yes this week as one of the troubleshooting steps I did before. Just to be clear, I get the Nest reports but they have the following message:

 

We're looking at info from your Nest Thermostat: Living room

 

We're missing info from Nest Thermostat: Nest learning thermostat .

 

 

Unfortunately, your Nest Thermostat didn't report all your energy use for two consecutive months, so we've estimated your usage based on the availablea data.

 

This only started once I had replaced my thermostat. I've also seen many other users who have reported this so it's not a one off issue. 

 

As I've stated I have been dealing with this for almost 2 years. I have every Nest Report from when it started to now to prove this. 

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I really appreciate the detailed information.

Based on your answers, I need to ask a few questions:

  • Was the replacement Nest Thermostat the same as the old one or a different model?
  • Before you replaced the Nest Thermostat, did you perform a hard reset or restart on the old Nest Thermostat?
  • Did you experience any power outages or internet downtime during the months you checked the Home Report?

Please keep me posted.

 

Regards,

Byron

AccordXTC
Community Member

Hello ByronP

 

  • The Replacement Nest was the exact same model
  • I removed the existing Nest and did a hard reset on the defective Nest before adding new one
  • This issue has been a problem since July 2021, I spend two years dealing with tech support

So to answer you last question, think of in 3 years did I have any power outtages, maybe but 3 years my dude 3 years! Again I have in the past sent the Nest reports showing this when it changed and has been a problem since then. I have spend countless hours. 

This is my last ditch effort before making the switch to another company. 

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I understand that this situation has been ongoing for some quiet time now. But don't worry, let's work together to find a solution.

The team would like to learn more about this behavior. 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.

Please keep an eye on your email for further instructions.

 

Regards,

Byron

AccordXTC
Community Member

Thanks ByronP 

 

I have submitted a form as requested.

AccordXTC
Community Member

Hello ByronP 

 

Still no email or anything for support. This is very similar experience when I was trying to deal with this before. 

 

Is there no one at Google who wants to work / support their product?

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I'm sorry for the delayed reply. I understand how important it is for you.

We received your case ID, and the dedicated team is aware of your concern. They will reach out to you via email from there for further assistance.

Please keep an eye on your email for any further instructions.

 

Regards,

Byron

AccordXTC
Community Member

Hello ByronP 

 

Still have not been contacted. Any update on this?

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I have updated your concern, and it has been brought to the attention of our dedicated team. They'll be in contact with you via email regarding any further developments. I apologize for the inconvenience it has caused so far.

Please keep a close eye on your email for any further instructions.

 

Regards,

Byron

AccordXTC
Community Member

Hello ByronP 

I'm posting this here so other users as well yourself can know what I was told.

 

During the time of my issue starting till May of 2024 when the issue was present as well still present I had a Nest Aware subscription.

 

I am being told you need Nest Aware to get Nest monthly reports. LIE as I had Nest Aware the issue was still present.

 

Why does a customer have to get the run around and pass the buck response when I have proven as well you Google should see I had Nest Aware. You as a company are picking a response to which makes it easy to drop the subject. So would it be easier o just get Nest Aware again and it not work still and then I take legal action?

So sad that a company like this handles situations like this. I'm giving you the last opportunity to make this right and find the real cause of the issue before it becomes a bigger problem then it needs to be. 

 

ByronP I would really suggest escalating this to a higher level to address this. 

ByronP
Community Specialist
Community Specialist

Hi AccordXTC,

 

Thank you for your response. I really appreciate the information provided and the insights related to this situation. I understand this might be frustrating, and I apologize for any inconvenience this may have caused.

Let's explore alternative options. I definitely will escalate this to our higher support team for further assistance.

Please let me know if you have any further questions.

 

Regards,

Byron

AccordXTC
Community Member

Hello ByronP 

 

Just to show everyone that this is straight from Google that Nest Aware is not needed for thermostats.

https://support.google.com/googlenest/answer/9233159?hl=en-CA&co=GENIE.Platform%3DAndroid

 

I am not interested in someone who wants to lie to me reaching out. This is clearly a lack of willingness or knowledge that should not be the experience a customer has to deal with. 

AccordXTC
Community Member

Hello ByronP 

 

What's the update on this being escalated? I'm still being contacted from the person that is not sure how your product works. 

 

To be clear if I as a customer do what they claim and purchase Nest Aware again which I had and it still doesn't work what will we blame why it doesn't work next. 

 

Just to confirm I had Nest since 2014 and starting then Nest Reports worked fine and Nest Aware didn't exist then. Stop playing games I'm not going to go away. It's easier to help a customer then to assume they are dumb. 

 

I have the Nest Reports since 2014 till now if that helps too. 

AccordXTC
Community Member

I guess @ByronP is not availble. It's been a week with no response from email or this tread