NEW Google Nest Mini - 2nd Gen not functioning

[robacarr]

Last chance - Within the last 15 minutes, I opened a brand spanking new Google Nest Mini - 2nd Gen. Plug it in. Open the Google Home app on my iPhone XR. I follow all steps and set it up. I say, "Hey Google...play music." Nothing happens. Repeat. The EXISTING Home mini (1st Generation) in my UPSTAIRS bedroom starts playing music. The devices are not set up as a network. I shut the app and restart the iPhone. I ask the 2nd gen mini to play music. It does. I go upstairs and ask that 1st gen mini to play music. "Hmm...something went wrong. Try again in a few seconds." Repeat that three times. It finally plays music. I try several other commands (stop playing. Play music. What's the temperature. What's my name?). 1st gen mini works. I go back downstairs to ask the NEW, "fresh out of the box 10 min ago" mini - "Hey Google, stop playing music." It fades...and returns to full volume in about 10 seconds. REPEAT SAME STEPS AGAIN THREE TIMES. "Hmmm...there was a glitch. Try again in a few seconds" each time. FINALLY, it shuts off.

AGAIN...brand new, second generation Next Mini from the shelf and out of the box 15 minutes ago...not following commands.

I am BEYOND frustrated with this technology after spending at least 10 hours over the last week trying to find a solution to these issues with this technology. I have worked in IT. I know that customer service didn't create this problem. The tech worked fine until two months ago. SOMEWHERE in Google world, someone changed code or updated software, and users all over the world are experiencing similar problems based on the dozens of threads I've read on this topic on this forum alone. PLEASE STEP UP and FIX THIS ISSUE. And before you ask me to reset, call my ISP, etc., I have done ALL of those things already.

I will test the technology over the next few days. If the problem persists, I'll return the latest mini and discontinue my purchase of google products. I'm a patient person, but no one in the world has time to troubleshoot your devices and code for you! Please step up!

[Princesss]

Hi robacarr,

Thanks for bringing this up.

We're sorry to hear about the experience you've had with your newly purchased Google Nest Mini. Since you have tried a series of steps and your device is brandnew, can you tell us when and where did you purchase your Google Nest Mini?

Best,

Princess

[robacarr]

Purchased online via Home Depot on 11/29/22 and delivered on 11/30/22. I plan to return the device as it is behaving exactly like the two existing first gen minis I have. 

[Princesss]

Hi robacarr,

Thanks for responding. Since you purchased that from the store, it's best to return it to them to get a real time replacement. If you wish to have it replace from our end, let us know so we can assist you further.

Best,

Princess

[robacarr]

This issue is NOT the mini! I have two others that are ALSO having the same issue. It takes FOUR cycles of "Hey Google, play music." Device pauses then says, "Hmm. Something went wrong. Try again in a few seconds." On the fourth round, it plays music. HOWEVER, it does not respond to "Hey Google, skip this song" or "Hey Google stop playing."

How do fix those problems? I have rebooted everything many, many times. I had no issue until Verizon replaced the router. I have worked for several hours with Verizon, who eventually ran out of answers and directed me to Google. It appears many others are having the same issue. It would seem you could figure it out and have a fix. Please help.

[Princesss]

Hi robacarr,

Thanks for the additional details. Since you mentioned that your device behaved like that after switching to a new router, is there a way you can try to connect your device to a different Wi-Fi network to see if there would be any changes? We'd like to make sure that we've covered all the bases.

Best,

Princess

[robacarr]

It may take a few days for me to be able to go to a friend or family members house to test it, but I can try that.

I also casted music using SiriusXM from my cell to the Mini. It worked, but when I used voice commands on the mini to stop playing, it went through the cycle described above. On the fourth request, the mini stopped playing. For whatever reason, four seems to be the magic number for the mini to respond to voice.

[Princesss]

Hi robacarr,

Sure thing. We'll make sure to keep the thread open while waiting for your update.

Best,

Princess

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Dan_A]

Hey robacarr,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Thanks,

Dan