Google Speakers refuse to play any radio stations

[Laupsavea]

I have a number of Google Nest speakers around the house.

All are working as they should except they have stopped streaming radio stations or podcasts.

For example, if I say "Play BBC Radio 4" it says "Playing BBC Radio 4 on the BBC"  there is a long pause and then I get "Something went wrong...".

I have a Spotify account and I can stream my own playlists but if I ask the speaker to play a podcast I get the same "Something went wrong..." error after a pause.

This occurs on all my speakers. 
I have factory reset one of the speakers and it made no difference.
I have rebooted my router and it made no difference.
Can anyone suggest a solution?

[realjax]

No suggestion but I have noticed the same thing. When you repeat the command 3 to 4 times, it will start to work eventually though..

[Jake]

Hey Laupsavea,

Sorry for the late reply. I wanted to follow up and see I could be of any help? Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Jake]

Hey Laupsavea,

I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Laupsavea]

No, sadly, the problem remains as described plus one of the speakers now regularly tells me it is not set up yet until I cycle the power on it.

I have factory reset the speakers and reinstalled them successfully but the problem remains.

I can use the speakers normally for other things like asking the time, weather etc.

[Azarco]

Hey Laupsavea,

Thanks for all the information.  Our team is aware of this and looking into this issue at hand. I'll get back to you as soon as an update becomes available. Please provide the current firmware version of your device.

To check which firmware version you're on, follow these steps:

1. Open the Google Home app.
2. Touch and hold your device's tile.
3. Tap Settings > Device information.
4. Under "Technical information," check for Cast firmware: "X.XXX.XXXXX.

Also, please replicate the issue, and make sure to send feedback using the keywords: "GHT3 Fail to play TuneIn radio stations on speakers/displays." For more instructions on how to send feedback via your Google Home, please click this link.

Best,

Alex

[Laupsavea]

Alex

Thank you for your response.

The firmware version is;

1.56.282045

This is the firmware version on all six of my google home speakers which are all on the same network.

I have reported the feedback via my Google Home App.

I have little confidence in anything happening, given the lack of activity over the many months, this has been reported - other than just words from Community Specialists. It is a very poor customer experience which has deterred me from considering Google branded products.

[Azarco]

Hey Laupsavea,

We understand and we're sorry for the trouble this has caused you. We'll make sure to update this thread once we hear news from our team.

Best,

Alex

[Jake]

Hey Laupsavea,

I wanted to check in and see if you are still running into the issue? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Laupsavea]

Jake

Yes, the problem remains with all my speakers mostly pausing and then telling me an error occurred - rarely, it does work,

I am not sure what question I can ask you, other than why is this happening and what can I do about it?

[Jake]

Hey Laupsavea,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey Laupsavea,

I wanted to check back in with you, and see if you were able to fill out the form above. Please let me know once that has been filled out, as I want to ensure you are in contact with our Team.

Best regards,

Jake

[Jake]

Hey Laupsavea,

I wanted to follow back up with you, and double-check that the form has been filled out. Please let me know if you have any trouble from here, as I will be locking the thread soon to keep content fresh.

Best regards,

Jake

[Laupsavea]

Thank you for your response. Sadly, that is what I have been told numerous times on this forum over the months and apart from deactivating my posts "to keep things fresh" nothing is actually done.

I am sure that this is not down to you but, as you might imagine, it wears thin after a while.

[Azarco]

Hi Laupsavea,

We understand and this is not the experience we want you to have. I'll keep this thread open for a while to make sure that we can update you once we hear from them. Please feel free to update this thread if you have other questions or concerns.

Kind regards,

Alex

[Laupsavea]

I have completed yet another form about this problem.

Once again, I have had a reply saying that the engineering team is aware of the problem...

This has been going on since February and nothing changes.

And, once again, you are now telling me you are going to lock this thread - not because you have actually solved the problem - but to "keep things fresh" - what does that actually mean? Why lock it if you know about the problem but have yet to fix it? Surely, you should leave it open for all to contribute to until you solve the problem?

[Princesss]

Hi Laupsavea,

We've received your form-- thanks for filling that out. We apologize if threads are closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. 

Since you have a case number to refer to, let's continue working via email so we can assist you further.

Best,

Princess

[Princesss]

Hi Laupsavea,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Google speakers and we'd be glad to assist you further.

Best,

Princess

[Laupsavea]

Princess

Firstly, the inactivity is Google's and not the users.

What is the point in forcing me to create a new thread when the issue remains unsolved?

Will creating a new thread somehow magic up a solution to an obvious problem with Google's products that this one hasn't?

This is a great example of a perverse success metric - where your success is measured on closing threads rather than solving the problems which cause the threads. Ho Hum.

[Princesss]

Hi Laupsavea,

I understand your sentiments, we apologize for the inconvenience. As we created a case id for you, it would be easier for us to respond since updates are sent over email especially if we need some info that can't be disclosed via a public post.

Best,

Princess

[Princesss]

Hi Laupsavea,

Chiming in to check if you still have questions before we lock this thread. Let us know as we will lock the thread in 24 hours.

Best,

Princess