Can’t find my NestHub neither through iPhone nor iPad via Bluetooth.

[Necoflip]

Hi there,

It worked perfectly until I upgraded a modem/router to a Gigahub. It’s able to be turned on after plugging in, but neither my iPhone nor iPad was able to search for it in the Google Home app - animation: the colorful blocks kept falling apart and an error message displayed “cannot find your device”. I thought it could be the WiFi setup since I knew the NestHub Gen1 only supports 2.4Ghz network so I configured the modem/router to be a mixed bandwidth with 2.4/5/6. Also I tried to factory reset it by pressing the volume keys for 10 seconds but still no joy. Now I’m thinking it might be some issue with Bluetooth connection which I have no access to.

Any thoughts would be helpful!

[Necoflip]

https://drive.google.com/file/d/1Q5_UOAUSvgC2ahBHwrlh88aClfeTYGqf/view?usp=share_link 

Attached is the up-scroll menu - Setting - About device

[MplsCustomer]

@Necoflip 

This is Google Nest's Help topic on changing Wi-Fi networks:

https://support.google.com/googlenest/answer/10165378

Google Nest does not make it easy to change Wi-Fi networks. Usually, you do have to factory reset a Nest Hub by holding down both volume buttons until the Nest Hub lets you know that it is resetting.

There is this Help topic on issues when setting up speakers and displays:

https://support.google.com/googlenest/answer/15542711

I did notice that your firmware versions are much older than those shown on all of our Nest Hubs of various models. I don't know why that would be.

Our Fuchsia Version is: 27.20250422.103.3600
Our Software Version is: 67.86.11.770747979
Our Chromecast Firmware Version is: 3.77.487224

Your version is also older than what's listed here:

https://support.google.com/googlenest/answer/7365257

Maybe you need to contact Support:

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. Select your device from the dropdown, 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.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Necoflip]

Hi @MplsCustomer ,

Thank you so much for your answer! I went into the support page and they called me right away. With all the hope on Earth I thought they could help me troubleshooting and provide me with some solution. Unfortunately, a big turnoff was that they could only perform a routine diagnosis like a super casual one and told them the result for escalation. The escalated result was even worse, that they claim my firmware was indeed too old and the whole device cannot be repaired because it was out of warranty, and saying it’s Google Policy. I hung up the phone immediately knowing that this would be solved at least on the phone.

Then I Googled the birth of Nest Hub, which was only 2019 for its first gen, then 2021 the second gen and that was about it. Only after 6 years they’ve already shutdown the product? I mean, a firmware too old that’s not able to be found via Bluetooth so it should go to trash? An iPhone 4 is still able to play Temple Run for God’s sake.

I did mention that it was a birthday gift in 2023 from my uncle to his brother (my Dad), so that (with my help) he could see embrace the family pictures from my albums especially his granddaughter. On the other end of the phone did he say sorry but policy is policy.

How FRUCKSTRATED…

[MplsCustomer]

@Necoflip 

That sounds odd.

I don't think Google Nest has yet withdrawn support for ANY version of its Nest Hub; I can't find any announcement anywhere about that.  It does seem that for some reason your Nest Hub hasn't been getting firmware updates, perhaps for a long time, and I thought Google Nest Support would be able to find out why, and hopefully help you get it updated.

[Necoflip]

Truly what was on my mind! They just basically told me to dump it because it is out of warranty, and get a fresh new one out of my own wallet. Besides, this particular CS sounds vastly different from the one I encountered earlier in the day in terms of owning my issue, and so much less motivated to solve it for me. Too bad I couldnt stick with the previous CS because I was not at home to perform a remote diagnosis as they will need to enter my account for 90 minutes to check from their end. This guy didnt even do this step!