Google Home Max unmutes itself often

[IsaacFitzer]

I have my Google Home Max plugged into an aux cable from my tv.  While the tv is off, some quiet static noise is still sent through the cable. I tap the top of the speaker to mute it. All is fine for anywhere to a couple minutes to a few hours. Then it just unmutes itself and plays the static noise aloud. I mute it and then it eventually unmutes again. This loops forever. Sometimes I want to use bluetooth headphones instead of the speaker and I connect my headphones to the tv and mute the speaker. Often the speaker unmutes itself and sound is playing out of both.

This is just my main issue with the device. It also can't consistently connect to wifi, and there's no way to turn off the always-on orange lights while the mic is off. This device has been out for almost 6 years and it seems that Google never fixes issues brought up in these kind of forums. Someone responds with a general, copy-paste answer involving turning it off and back on again, then resetting your router, etc. Sometimes other people respond saying they have the same issue. And it never gets fixed. Google devices are still better than Amazon devices (mainly because the assistant is better), but that's a low bar. None of it works as well as you would expect from a trillion-dollar tech company. Please prove me wrong and at least add an option in the google home app to turn off the mute lights. But also fix everything else. Thanks

[Juni]

Hi IsaacFitzer,

Thanks for reaching out. That certainly hasn’t been easy for you. Let’s check out what’s going on. Are you still using the original power cord? If possible, could you try to use another power cord? Also, try to use another network and observe if it makes a difference.

Keep me posted.
 

Regards,

Juni

[IsaacFitzer]

Hi Juni.

I am using the original power cord. I do not have another cord with the same connector. Its not an issue of the speaker restarting, because I would hear it reboot.

I have switched it recently to connect to a 2.4GHz band (instead of 5) and that does seem to help with the connection issues.

I would assume the unmuting is a software issue, where the speaker sometimes thinks the static is a new audio source as if I had just turned on the device on the other end of the aux cable, and unmutes to play the audio, but in reality its the same static noise that was playing before. With Google's AI abilities, it seems like it would be relatively easy to enable the speaker to discern a new audio source from constant white noise, and maybe even filter out static noise completely.

[Princesss]

Hi there,

Thanks for the additional info you've shared. 

Let's perform a complete reset on your device and set it up again. As soon as it is done, try to play music or media and see if resetting the device would make any difference.

• Factory reset Google Nest or Home speakers or displays
• Listen to music on Google Nest speakers and displays

Let me know how it goes.

Best,

Princess

[IsaacFitzer]

I have reset it many times.

[Princesss]

Hey there,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out our Contact Us Form with all the needed information then let me know once done.

Best,

Princess

[Princesss]

Hello IsaacFitzer,

We just want to check if you have seen our response in the previous post? Let us know once you're done and I'd gladly check it.

Best,

Princess

[IsaacFitzer]

I have submitted the form. Thank you for looking into it.

[Alex_S]

Hey IsaacFitzer,
 

We got your form—thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there so the team can further assist you. If you have other questions or concerns aside from this, let me know.

Warmly,
Alex

[IsaacFitzer]

This response is completely nonsense. These are obvious to anyone with any computer knowledge not hardware issues. Here is my original email:

Posting for proof

[Alex_S]

Hello IsaacFitzer,
 

I’m sorry to hear about what happened. I see that the senior specialist has responded with another email. We appreciate your patience. Please wait for another update with regards to your case.

Kind regards,
Alex

[IsaacFitzer]

They said they won't fix it

[Juni]

Hi IsaacFitzer,

Sorry to hear that, and thanks for letting us know. We understand that the resolution they offered wasn't what you were hoping for, but rest assured we're always working to improve your experience with our products. We'll take this as feedback.

Regards,

Juni