cannot connect to app via the nest and cannot control the heating currently

[ruthpavion]

Hi I am in a complete breakdown, I have tried for weeks to get help. no on line help at all, no phone numbers and the one phone number I called was for a welsh pension plan that had nest thermostat as the heading!!  I moved into a rental, it had nest set up, I connected to the wifi but cannot control the settings as the App will not connect on my phone as it must be from the previous tenant. The heating bills are through the roof and I am a single mum and having a really difficult time. no one can help so I have found this forum which is not the way it should be. Can someone help? 

[MplsCustomer]

@ruthpavion 

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[ruthpavion]

done all that do many times. I can’t log in to nest. My name is not associated with the thermostat. Have literally tried everything 

[ruthpavion]

Please can someone help, I have never known a company like this, literally no one helps, this is ridiculous. 

[Patrick_Caezza]

@ruthpavion 

The Google Nest Thermostat (2020) is only compatible with the Google Home App. If you are trying to set it up using the Nest App it won't work.

[ruthpavion]

@Patrick_Caezza

I am in a rental, the nest was there when I arrived, Nest is google, so you download the nest app!! what is different,