Hub Max setup on new network

[RoP47]

I have moved Home Hub devices to a new location.

I cannot setup the device as it says device still registered to previous owner.

I have tried factory resetting. I have tried deleting the home it was connected to. The previous WiFi network it was connected to us no longer available.

[Alex_S]

Hi RoP47,

I’m sure there’s a way to fix this. Let’s get this sorted out.

Do you have home members in the previous home where your Google Nest Hub Max was set up? If yes, let’s make sure that Google Nest Hub Max is removed from their account. To remove: Open the Google Home app > Devices > Tap Google Nest Hub Max > Settings > Remove device > Remove. If Google Nest Hub Max is no longer showing up in the Google Home app, go to Your devices and check if it’s there. Remove its access.

Regards,
Alex

[RoP47]

Hi Alex,

Thanks for your reply.

Yes I have deleted the previous home. I have removed the device from my user account.

This is very frustrating as I spent over 400GBP on Google/Nest Home Hub devices and now have no way to access them. I recommend people do not buy this product as there is no way to access the device after moving homes. Support seems to be poor as takes few days for reply, and there are no other support channels.

[Alex_S]

Hi there,

I know how it feels when something isn’t working the way it should. This certainly hasn’t been easy for you. Let’s unplug your Google Nest Hub Max for at least 48 hours. Then, do another factory reset and attempt to set up the device again.

Warmly,
Alex

[RoP47]

Hi Alex

thanks for your reply and suggestion. Unfortunately this still doesn’t work.

how can I completely reset the device and setup on a new home?

[Alex_S]

Hello RoP47,

We appreciate all your efforts. We'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let us know once you're done.

Best,
Alex

[Alex_S]

Hello again,

We haven’t seen your form submission come through—were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Thanks,
Alex

[Lozinfrankston]

I have exactly the same problem. How do I get help??? I am going around in circles. I’ve factory reset the device and removed it from the google home app but it’s still saying it’s registered to the previous owner, WHICH IS ME. 

[Juni]

Hi Lozinfrankston,

Thanks for reaching out. Have you tried the steps provided in this thread? Give it a try, and let us know how it goes.

Regards,

Juni