Unable to add Google Nest 3rd Gen Thermostat to Google Home

[SJCOBE]

Hi, 

Recently had installed Google Nest 3rd Gen learning thermostat in the UK.

Device is added to Nest app - No problem and on the Wi-Fi. I used my Google account to login to nest app.

I want my wife to have access to the thermostat via her phone too. So in the  Nest app I went to add family member - but it the tells me I have. To do this via the Google Home App now.

So installed Google Home App. Logged in but then 2 issues.

1. not able to add Nest Thermostat in Google Home App.

2. Tried to add wife to family but not showing in the app but online is saying she is a family member now?

When I try to add Nest thermostat to Google Home App I go through add device setup - get to but where it says scan the QR code - it scans the code and puts a tick in the box and then returns to Google App Home Screen with nothing added? No devices are added. In the Google Home App the room ‘Hallway’ where I set the thermostat up to can be seen but no devices added. 

I don’t currently have any other Google devices in my home? Is that a requirement?

Nest device looks great and Nest App ok for me how do I enable my wife to have access to control it via her phone? 
many thanks. 

[sylar]

Wow, I'v just posted a similar issue on Reddit a few minutes ago 😅  I have the exact same issue, with the thermostat correctly working with the Nest application, but not appearing in the Google Home application.

So we are in the same boat. So far, no solution on my side.

[AndaD]

@sylar

Hi there and thanks for reaching out. Glad that you brought it on. I'm sorry that you're encountering this issue too. Please stick around, and in the meanwhile and describe what you tried in order to sort it out. Could you also tell me where are you located?

[sylar]

@Helle @AndaD . I've already reached Nest support, my case is still under investigation. Thanks!

[AndaD]

@sylar

That's awesome, really happy to know that your case was already assigned to someone. Let's be positive that everything will be sorted shortly. Good luck with everything and take care!

[AlexD]

Hi, I wanted to check in. How has it been going so far with our colleagues? Make sure to let us know here if anything else comes up that you need assistance with.

[sylar]

@Hello @AlexD. No news so far. I will contact the support again tomorrow.

[AlexD]

Gotha, keep me posted on how it goes. Our senior colleagues may be investigating the situation as well with our engineering team and it may take them a bit longer to get back with an update. 

[DragosC]

Hi there. I'm just following up on our last message. Do you still need our help? Keep us posted. 
 

[sylar]

Still no news from support, despite my last email. Quite discouraging...

[DragosC]

Understood. Could you provide us please with the case number so we can see what happened? 

[AlexD]

Hi, I wanted to check in. Did you happen to locate that number? Keep us posted here.

[sylar]

Still no news...

My case number is 3-8069000033258.

[george_t]

Hi @sylar. Thanks for the details. We have checked your case and it appears that it is currently being investigated by the Engineering Team for further instructions and a possible resolution.

[george_t]

Hi @sylar. I just want to let you know that we are still looking into your case. We currently have no updates from the engineering team, but as soon as something comes up, we will let you know. Thanks for understanding.

[sylar]

Hi @george_t . Thanks for the update.

In the meantime, I'm now using my Thermmostat with another personal Google account, which is working fine. The thermostat is correctly appearing on both Nest and Google Home apps.

[george_t]

Hi @sylar, thanks for letting me know. I will make sure to pass this information on to our senior colleagues as well. I'll keep you up to date.

[AndaD]

@SJCOBE

Hey there and thanks for bringing this to our attention. I'm sorry to hear that you're having difficulties with the Google Home App. Let's see what we can do about it. For starters, can you tell me what other troubleshooting steps have you done so far apart from the ones you mentioned above? Also, what country are you currently located in?

[SJCOBE]

Hi - sorry been really busy as I have a baby on the way and renovation works ongoing which this nest installation was part of.    

I was asked "what other troubleshooting steps have you done so far apart from the ones you mentioned above? Also, what country are you currently located in?"

To answer this - simply I've done nothing more that stated previously, as based on others comments, seems I am not alone in this situation.  I am based in the UK.  

I have had no suggestions put forward as to how I can fix this or things I cold try.  So seems to me that perhaps this device/app is more problematic than appearances/marketing/reviews suggest. 

Not started to use the thermostat yet in anger as it is so warm in UK at the moment - will be interesting to see how the thermostat works when its gets colder.  But that's an aside to this problem. 

Just wanted myself and my wife to be able to control the thermostat from our own phones - who would have thought in this day and age that would be so hard?

Seems to me the code it beta and the customers are being used as testers? The new way in a modern era?  

Right now my wife and I have bigger things on our mind like the impending arrival of our baby, thought this was going to be an easy fix and well know issue and surely I am not the 1st to try this?

[DragosC]

Understood. We're sorry for the trouble. We've thought this might help on the matter: https://goo.gle/3wGcSSf

[SJCOBE]

Hi,

Thanks for response but so many issues.

1. In browser I can see my wife as a family member - in the app it states invite sent but not accepted?  Wife has status "invited" If I hit "resend invite" in the app - wife gets no email.  If wife goes to original email and clicks link states no family invites pending.

2.  Unable to add Nest device to Google Home app.  It does not see it - when I scan QR code setup exists - nothing added. I am logged into Nest App using my Google account.

Link provided tells me how it should work - not what I am seeing unfortunately.

Any more ideas please?

[DragosC]

In this case, it would be for the best to contact our phone support team to check on the accounts and see what happened there. You can reach them by accessing the following link: https://goo.gle/30rMwmy

[Jeff]

Hi SJCOBE,

I just wanted to check in to see if you took DragosC's advice and gave support a try. If you had any questions about that, please let me know. Hopefully you were able to get some help there. Let me know if there's more I can do.

Thanks,

Jeff

[Luca4]

 

 

I'm having the exact same issue

App will tick qr code then error message

If I manually add the 6 digit code I get taken to a screen telling me to enter last 4 digits of serial number, but no method to enter the 4 digits

Pretty poor app that doesn't see a nest thermostat 

I can use via nest app, but no chance to link to Home

Unlikely to invest in any other products if this is the user experience 

[GLaca004]

Hi all,

My issue is that i connected the nest though the google home app, but I do not see it on the Home Screen. When I try to add a new device, it gives me an error - “we’re having trouble loading data for your home”.

I tried to connect via the nest app, but the app says that I must use the google home app lol.

I also tried connecting to Wifi directly on the nest, but again, the lovely device told me to do so via the seemingly useless app.

[DragosC]

Thank you @GLaca004 

Could you provide me please with a picture of what do you see on the thermostat and a short video of you trying to add the thermostat into the Google Home?

[Luca4]

I don't see anything on the thermostat

It's the qr code on the back I need?

What exactly do you want a video of? 

[george_t]

Hi @GLaca004. Just checking in, did you manage to read the last message from my colleague?

[Luca4]

I'm not sure what he wants a video of?

I can control the boiler via the nest app

But when I try to add it to the home app so I can control via the speaker(which came as part of the new boiler install)

It doesn't recognise the qr code even though a tick appears in the box, if I try to enter the code in manually then it asks me to enter the last 4 digits of the id, but there is no means to input anything, no keyboard pop up

So the speaker I got as part of the install is useless 

[Vladut]

So sorry for any inconveniences. Can you please send us a video of when you try to pair it?

[Luca4]

A video of what?

[AlexD]

My colleagues would like to see a screen recording of the entire process, you trying to add it to the app. But just to make sure I understand the situation. You have it added and working in the Nest app, it is just missing in the Google Home app, correct? 

[Luca4]

Yes, exactly

It's working with the nest app, I just can't add it to the Home app 

Where exactly does he want the video sent to?

Sounds a bit pointless,I'm pretty sure I've explained exactly what the issue is

[AlexD]

I see. Previously when we had the Works with Nest program you would add the thermostat to the Nest app and then you would need to add it to the Google Home app. Since the Works with Nest program has been retired and the account migration introduced this is no longer required. If you log in with your Google account in the Nest app and you are using the same account in the Google Home app, all devices from the Nest app should show up in the Google Home app.

To confirm, when you log into the Nest app, do you use the sign in with Google or Nest option? Also, do you use the same email account in the Google Home app as the Nest app?

[Luca4]

When I open the nest app, it's already logged in.

But I do use the same Gmail account for nest & home

[nict]

Had a faulty thermostat which was working in Google Home.

After replacing it, it works in Nest app, but I am unable to add it to Google Home. It gets stuck asking for my old Nest account info, yet I can log into Next via Web using my Google account.

I've removed home, removed Nest app, GH app, and reinstalled everything, but still it doesn't appear in GH, and I am unable to ad. Any help appreciated.

[AlexD]

Thanks for reaching out @nict . I would be happy to try and assist. Just to check, when logging into the Nest app, are you using the log in with Google or log in with Nest option? 

[nict]

All good now, thanks.

[AlexD]

That is great to hear. If anything else comes up, make sure to let us know here or on any of our support channels. 

[SJCOBE]

Hi - I was the original poster but been busy having a baby so not been able to focus on this.  but this morning looks like my nest App had an update and I was asked to re-login to the app using my google account - was working fine before I went to bed last night .  After relogging in with my google account again had a pop up about sharing information with google - which I had to accept to go further.  this made me curious - so went back into Google Home app - not done this for ages and without doing anything - thermostat is now showing in Google Home App!  🙂   But........   I am still unable able to add my wife in Google home app.  this is a different issue.  Wife is family member online - but in app says invite pending.  Think I will follow this up separately.