09-19-2022 12:41 AM
I recently bought a Google Home Max to go with our other recent purchase of a Nest Hub, to act as 2 viewing screen devices for our Kogan Smarter Home Mini 5S camera (which we use as a baby cam). These were working fine until the other night when both screens stopped working at the same time, saying 'Camera feed is not available'. As these were both working fine and then both cut out in the same evening, I can only assume that Google ran a firmware update?
So far I have factory reset the devices, restarted the Google Nest modem and also factory reset the cam & so far this has not made any difference.
I'd really like this sorted out asap as we only got these products in order to monitor our 6 month old.
Kind regards,
Robin
09-19-2022 04:28 AM
Having the same issue with the same devices.
Factory reset everything, same result.
09-20-2022 12:06 AM
Does anyone from Google actually read these posts? It seems impossible to get customer care after you buy a Google product. Shocking at how such a huge organisation is too important to deal with lowly customers... you know, the very same people who keep you all in jobs. I couldn't be more frustrated at the moment and everything I read online seems to be the same unanswered questions and frustration.
09-20-2022 02:47 AM
The first and last message we will get from them will be. “We’re closing this post now. If you’re still having issues please contact us via blah blah blah”.
09-20-2022 07:06 AM
That is exactly what I'm expecting, sadly. Absolutely atrocious customer service, It'll be their downfall, when a worthy competitor comes along that actually cares. The complacency is mind blowing.
09-21-2022 01:59 AM
Hey everyone,
Sorry to hear about your experience when streaming the camera on your Google Nest Hub. We'd love to help!
A few questions:
Looking forward to your response.
Cheers,
Muddi
09-21-2022 02:44 PM
Hi Muddi
Thanks for getting back to me. Hopefully the response to this doesn't take a further 4 days:
Kind regards,
Robin
09-21-2022 06:16 PM
Hi Robin,
Thanks for the details you've shared. Let's make sure that the lights conneted are set up in the same Home structure with your Google Nest displays, and should be updated on its latest firmware.
Since you've done some steps, please fill out this form with all the needed information then let me know once done.
Best,
Princess
09-21-2022 07:05 PM
For both of us, same setup, it was working perfectly the. Suddenly stopped. Was there a recent firmware upgrade or something for the nest hub?
09-21-2022 09:42 PM
Hi S4mmy_b,
Thanks for updating us. Right now, there are no firmware update yet, however you can check if your devices are on its latest firmware.
Here's the link to where you can find the latest firmware versions: https://goo.gle/3LADFFD
Best,
Princess
09-21-2022 11:21 PM
Was there a recent firmware update that may have broken this?
09-22-2022 01:27 AM
Hey Mate, mines now working fine. I didn’t do anything. So no idea what’s up.
09-22-2022 01:47 AM
…and it’s gone. Same thing again.
09-22-2022 10:52 PM
Hi S4mmy_b,
Thanks for updating us. Kindly fill out the form and let us know once you're done.
Best,
Princess
09-23-2022 04:16 AM
We had EXACTLY the same thing! Started working and then stopped again. Are Google messing with us?!?
09-26-2022 12:33 PM
Hi RRIDDELL,
We apologize for the inconvenience that this has caused you. We got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon.
Best,
Princess
09-26-2022 03:31 PM
I’m not sure ‘escalated’ is the right word here. I’d be pleasantly surprised if anything from here-on-in happens with any urgency. It’s been a week since I reported the issue! — How to make a customer feel like they are bottom of your priority list.
09-26-2022 03:36 PM
And this sending of emails awarding ‘new badge’ awards everytime I reply, post or give Kudos is beyond annoying. It means nothing if you don’t act on it or show any progress. I honestly have no idea why you do it. It’s not even explained. It simply means already frustrated customers are just getting spammed more each time they ask for help. That’s some feedback for your marketing team, Google.
09-28-2022 04:06 PM
Hi Robin,
Apologies for the delay. I already notified one of our higher tier of support regarding this.
We'll go ahead and close this thread so we can continue our conversation via that channel.
Best,
Princess