Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.
Original poster: Petete Moon
Sorry for the late response, but I wanted to drop in here to help.
I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.
Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?
Please let me know.
Yes i definitely still need help.
The Google Nest Hub has just started to go into a start up loop.
* The grey G screen appears, then momentarliy the screen turns off and the device loops back to the grey G screen.
* I have unplugged and re plugged repeatedly (even leaving it unplugged overnight and attempting again in the morning
* I've done the two finger volume factory reset - this occurs, Hub counts down on the reset, then once count down completed it returns to the grey G start up loop.
What has caused this ? How can it be fixed?
Thank you for your patience with us! We've created a case for your issue to send to our support team. Be on the lookout for an email from us in your inbox soon. Here is your case number for reference: 9-7925000031533.
I'm the original poster of this thread which was migrated from the old forum. I just wanted to comment and share my experience about this problem with the community.
First of all I contacted Amazon (who sold me the device). They asked me to contact Google. A very nice person from Google Support phoned me and after repeating the above steps, he told me that, unfortunately, the device was dead and that they were going to replace the device. He asked me for the serial number and my mailing address.
After waiting a week without news I contacted Google again and they told me that they are not going to do anything because I did not buy the device in the Google Store. So, I contacted Amazon again and they told me that they will refund my money because they can not replace this product since they do not sell it (or any other Google Assistant).
To sum up, Google has no solution for this error except reset factory setting. If that doesn't work, I am sorry but your device is dead like mine is. At the end, I am left without the Google Nest Hub, which was a Valentine's Day gift from my recently deceased husband that kept me company in my reading and sewing afternoons.
I am so sorry to hear about your husband's recent passing and your negative customer service experience with us. I have created a case to request a refund on your behalf. Here's your case number: 3-3134000031944.
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.
Have a great day.