Homes keep crashing, losing internet, not hearing commands

[Moxie]

Google Home Max and minis keep crashing, losing internet, not hearing commands. Can I get a repair for them? Or exchanged for a new one?

[frances]

Hi Moxie, 

Thanks for reaching out. Oh no! I am sorry to hear that your devices keep crashing, losing internet connection, and not responding to commands. That is a very concerning issue, and I understand your frustration. I would be more than happy to help find a solution.

• First, can you confirm with me that you have conducted a reboot and Factory Data Reset on all of your affected devices? 
  • A factory reset will reset your Google Nest or Home speaker or display to its default factory settings. 
  • Note: This action will clear your data from the device and can't be undone.
• Does this issue still happen on all of your devices after doing a reboot and reset?

I look forward to your response, thanks for your patience! 

[Moxie]

Confirming this happens after reboot and reset. I’ve even used air cans to blow dust off the mic and speaker ports to no avail.

[frances]

Hi Moxie,

Thanks for the update, I appreciate your information!

I have made a case for you so that you can receive more help from the support team. This will be sent to the email address associated with your community profile. Your Case ID is: 1-5930000031768. 

[frances]

Hi All,

We haven't heard any updates from you. I'll go ahead and lock this thread. If you're still experiencing problems, feel free to contact the support team and refer to Case ID listed above, or start a new thread and we'll be happy to help.