Nest Audio Speaker Issues

[AlterEgo13]

I’ve got several Google Nest Audio speakers that I use in pairs and they’ve been working fine for years. For the last 2 weeks my office speakers have stopped connecting to the internet. I’ve done several hard resets and nothing has helped. The Google Home App picks up both speakers there and the “tone” of each is audible when selected. I select my Wi-Fi network and then the coloured blocks dance around as they connect. The moment a “connected” notice pops up it is then immediately followed by a “something went wrong” message. It then states “although we may have connected your speaker it is having issues connecting with your phone. Please see your privacy settings and ensure you location network settings are on”. This is the only option available other than “try again”. My location settings are all on and correct. I don’t understand how the speakers aren’t connecting to my phone which is running the app that is connecting them to the wi-if?!! I’ve spoken directly to Google and they’re stumped. I’ve been waiting 2 weeks for contact from their experts. I’ve rebooted everything from speakers to phone to server. I’ve logged in and out of all network settings to refresh everything. I just don’t understand what’s suddenly changed. Any help please??

[HerbBerendsen]

This is happening in our house as well. Very frustrating. When I do a restart, it works once and then stops again.

[Juni]

Hi folks,

Thanks for reaching out. That certainly hasn’t been easy for both of you. Let’s check out what’s going on. If you already contacted our support team, could you provide us the case number so we can check it? Also, please answer the needed information below?

• The device’s firmware version.
• The device model and serial number
• The make and model of the customer’s router.
• The last activity the speaker or display did before it started to disconnect. It could be anything like stereo pairing, when music is cast, when media is cast on audio groups, or when basic questions are asked. If others, please specify.
• Does the device recover by itself, reconnects automatically, or if you need to reboot.

I look forward to your responses.

Regards,

Juni

[AlterEgo13]

I spoke to the someone about 2 weeks ago. It was a call back request via the Google Home App help section. The number was withheld so I can’t tell you the date. We spoke for about 30 minutes and went through everything. He said he was going to pass it on to a specialist and that I’d be contacted. I wasn’t provided with a case number or anything. Nobody has called or emailed either. 

[Alex_S]

Hi there, 
 

I’ll check this with our support team and get back to you as soon as I have any news to share. 

HerbBerendsen, have you had the chance to try the suggestions above? If yes, how was it?

Warmly,
Alex

[Alex_S]

Hello AlterEgo13,
 

I see that our support team has already sent you an email with the subject line: [3-0138000034271] Your Google Support Enquiry: 3-0138000034271. Please continue the conversation there so they can further assist you.

Kind regards,
Alex