Nest/google not helping me

[LiMoon76]

I have a generation 1 Nest learning thermostat. After it got switched over to Google it disconnected from the app. Now the app will not reconnect. I have factory reset the nest. Reset my Wi-Fi. Resetting my Google home . Uninstalled and reinstalled the app. Nothing is working. It will not give me an entry key. It will not update. I plug it in on the computer and it doesn't even acknowledge it. I contacted support they told me that I would have to buy a new one. It seems to me like Google is doing this and removing the ability to update or too use the app on purpose to make people buy a new thermostat when mine worked completely fine before this.

[Markjosephp]

Hi LiMoon76,

I'm sorry if you have to go through this, and we'd like you to have a better experience. I'd be happy to take a look into this for you.

Do you mind me asking for the Case ID number from the previous support that you spoke with so I can check what's going on?

I'll look forward to your response.

Best regards,

Mark

[Jhonleanmel · Accepted solution]

Hey folks, 

Thanks for lending a hand, @Markjosephp.
@LiMoon76, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

[LiMoon76]

Yes I still need help my Nest Thermostat was working perfectly fine until it got paired with my Google home then the app quit working. It won't give me an entry key. Now it won't let me use the app at all. I should not have to do this. It's an error. I looked everything up online and I was told that Google is supposed to replace my nest if this happens because of them. That is what I want done because it was perfectly fine until Google got a hold of it.

[Jhonleanmel]

Hi LiMoon76,

Thanks for getting back to us. Could you provide the case number from when you reached out to support previously?

Regards,

Mel

[Jake]

Hey there,

I wanted to check in and see if you managed to see Mel's post. Please let me know if you are able to obtain the case ID. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jhonleanmel]

Hi everyone,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,
Mel