New phone setup

[Mikesplace]

Got new phone. Can't set up to work with it

[LabradorLady]

Me neither - it shows me the app, then asks for my address, then shows me my picture and ‘messages’ and ‘support’ but doorbell,

cameras and thermostat disappeared 

[Ryan_G]

Hey folks,

Thanks for bringing this up to us.

I'd like to jump in here and check what are the steps you've tried so far. We could check the following for us to further isolate the issue:

• Are you using the Nest app or Google Home app?
• What are the devices not showing in the app?
• Have you tried uninstalling and reinstalling the app? Make sure to turn on location services and Bluetooth when using an iOS device.

Let me know how it goes by replying to this thread.

Best regards,

Ryan

[MelbaDT]

Hey there, 

Checking back in — still need our help here?

Best, 

Melba

[LabradorLady]

Hi, couldn’t work out how to get back into this thread!😂🙌🏻

I ended up making a new home structure, and re-adding all the products via the Nest app (real latency issues on the internet didn’t help and still got terrible lag on doorbell activity despite boosters all over the house and an excellent internet speed). Then I went into Nest live chat and asked for help to transfer my Nest Aware subscription (30 day video history) to the structure. All a load of unnecessary hassle. I can’t see my smoke detectors via the Google Home app but have been told this issue is ‘in development’. As a result I lost all my video history and recognised visitor faces. 

I only transferred from Nest to Google Home because the video subscription was £20 cheaper. I kinda wish I hadn’t bothered to be fair.

I suspect this will all happen again in 2 years when I get a new phone 🙃🤔

[MelbaDT]

Hey there, 

Thanks for getting back to us and for your patience in going through all those steps. I also understand how you feel going through them — rest assured that we'll take your experience as feedback. We'll definitely learn from it to be able to deliver a better experience in the future so you won't need to go through the same process. 

Best, 

Melba

[MelbaDT]

Hi, 

I haven't heard from you in a while so I'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community.

Best, 

Melba