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Google Home Nightmare: Unreliable Devices, Poor Support, and Zero Retention Policies

R3D4NG3L
Community Member

‎01-03-2025 09:31 AM

I’ve been a long-time user of Google Home, relying on it daily for smart home automation—lights, timers, TV controls, you name it. My setup includes:

  • 1 Nest Hub (2nd Gen)
  • 2 Nest Mini

Recently, though, things have taken a nosedive. Here’s the deal:

The Issues

  • When I give a command to one speaker, another in a different room responds. This leads to ridiculous scenarios like:
    • Setting a timer in the kitchen, but it goes off in the bedroom—where my baby is sleeping!
    • Asking questions and getting no response.
    • Turning on a TV in the wrong room.
  • Commands sent through Google Home Assistant on my Pixel 7 Pro work flawlessly, so the issue seems isolated to the speakers.

The Customer Support Ordeal

I’ve called Google support four times, and it’s been a disaster:

  1. First call: The operator told me to factory reset the Nest Hub. After the reset, I couldn’t reconnect it to WiFi due to an Access Point Isolation Error. The operator advised me to call Verizon to disable the setting. I had to drop the call because I had other things to handle.

  2. Second call: This one was mind-blowing. The operator suggested I use an iPhone to reconnect my Nest Hub. Seriously? A Google support rep recommending I use a competitor’s device? They also advised me to borrow a phone and log into my Google account to fix the issue. In the end, I figured it out myself. The problem wasn’t the Nest Hub—it was my Pixel 7 Pro. When I tried using my wife’s Pixel 6 Pro, everything reconnected fine.

  3. Third call: This happened on the one day everything was magically working again. I thought Google had fixed the issue on their end, so I thanked the operator and hung up, relieved. Spoiler alert: the next day, the same problems were back.

  4. Fourth call: The operator had me send “feedback” through the Google Home app but offered no real solution. When I voiced my frustration and asked if they had any retention policies (e.g., discounts on Google One storage or additional GB), I was met with a flat no.

Final Thoughts

I’m beyond disappointed. Between unreliable devices and clueless customer service.

Does anyone else have similar experiences? Any tips for navigating this mess?

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Rusell
Community Specialist
Community Specialist

‎01-06-2025 04:07 PM

Hi H3d4ng3l,

 

Thank you so much for posting in this community. I understand that you're getting some inconvenience with the voice commands and we apologize for the inconvenience caused. 

Therefore, the team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Fill out the relevant information in the form as:

  • Community Thread
  • Community Username

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!
 
Best regards,
Rusell.

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