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Nest Hub (2nd Gen) STILL reports "Time to home" using wrong address after NINE months!

Zebitty
Community Member

I moved house 9 months ago and my nest hub still keeps telling me how far away I am from home using my old address. When standing in my kitchen, at home, the nest hub tells me I am 31 mins away from Home.

I have changed my address in the google home app (as per https://support.google.com/googlenest/answer/7551002?hl=en ) -- the nest device is added as a member object in that HOME (as it was when I used to live at my old place) and it's one of two HOMES I have specified in the app. (The other is for testing purposes (called TEST), and it also has my current (new) address)

I also updated it In the google assistant settings under "Your places" I have specified my Home address as the correct address.

I did these updates in December 2021 when I moved.

I even went into the Home App Settings and used "Clear app location" and then re-entered my details in the above two places... and still, the Nest Hub tells me I am 31 mins from home and reports the address as the old street address where I USED to live.

Can someone please help me fix this - it's driving me nuts.

23 REPLIES 23

Cathal_S
Gold Product Expert
Gold Product Expert

Hi Zebitty,

Have you also changed your home and work locations on Google maps?

https://support.google.com/googlenest/answer/7551013 

If you still have issues please try factory resetting your device.

https://support.google.com/googlenest/answer/7073477 

 

 

Regards,
Cathal

Zebitty
Community Member

Thanks for the reply.

I changed my home address on google maps in December when I moved. I checked just now and it's correct (ie my new/current address) so that's not it.

As for a factory reset, I'm fairly sure that's not going to make a difference. The nest hub in the kitchen that's reporting the wrong home address is only a few weeks old. I bought it because the old one was getting a little flaky and I hoped that having a brand new (Gen 2) device would make this incorrect home address problem go away, but it did not. So the current (new) nest hub was _never_ at my old address, yet somehow it's picked up the old address information when I set it up. It must be something to do with my google account or my google home app settings, but I've tried changing the address everywhere I can find in both my google account and the home app settings but the problem still persists.

So I still need a solution to this problem if you have more things to try?

Zebitty
Community Member

Hello - problem still exists .. any updates please?

JillG
Diamond Product Expert
Diamond Product Expert

HI @Zebitty 

The only other things I can think of would be to clear the Google and Google Home app caches and check your address listed in Google Maps.  Let us know if this helps at all---thanks!

Change your home or work address

  1. Open Google Maps and make sure you're signed in.
  2. In the search box, type Home or Work.
  3. Next to the address you want to change, click Edit.
  4. Type in a new address, then click Save.

Zebitty
Community Member

Thanks for the reply.

I changed my home address on google maps in December when I moved. I've just checked on my Windows computer using google maps website and the address is correct (ie my new/current address)

I'll try clearing caches now and report back. * Caches are cleared for both apps. I'll give it a while and see if anything changes. Will update tonight.

Zebitty
Community Member

Update: Nope - it still thinks I live ~30 mins away at my old address. Any more thoughts?

JillG
Diamond Product Expert
Diamond Product Expert

If you ask your Google device "where am I" does it respond with the old or new address?

 

Zebitty
Community Member

Ok... oddly is tells the correct/current address when I ask that, even though on the home page there is a widget telling me I am 31 mins from home.

JillG
Diamond Product Expert
Diamond Product Expert

I escalated your post over to our Community Specialists from Google. I really appreciate all your troubleshooting. Let's see if they have any other troubleshooting steps for you.

 

Zebitty
Community Member

Ok thanks. Keen to get an answer for this.

Zebitty
Community Member

Hi,

Did they come back with any advice yet?

JillG
Diamond Product Expert
Diamond Product Expert

Another thing to try😏 is to open Privacy settings and remove saved home address there.

Zebitty
Community Member

Sorry - which privacy settings are you referring to? The google home app or my google account? Can you give me some steps to follow? Thanks?

Muddi
Community Specialist
Community Specialist

Hey Zebitty,

 

Thanks for sharing details about the issue here. I appreciate @JillG for helping.

 

Sorry to hear about your experience with your Google Nest Hub (2nd gen). We appreciate your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

 

Cheers,

Muddi

Zebitty
Community Member

Form has been filled out as requested. Looking forward to hearing from you.

Jake
Community Specialist
Community Specialist

Hey Zebitty,


We got your form, thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep an eye on your email as they may reach out to you anytime soon. 

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey Zebitty,


I wanted to check in with you, and ensure you are in contact with our Team. Please let me know if you have any questions from here, as I would be happy to review.

 

Best regards,

Jake

Zebitty
Community Member

Jake,

Yes, I am. Thanks for asking. If we can keep this item open, when the problem is resolved, I'll report back here with a post explaining how it was fixed, so others with this issue can see it.

Jake
Community Specialist
Community Specialist

Hey Zebitty,

 

I am glad to hear you are in contact with our Team. I will keep the thread open at this time. If you are able to find a solution, please feel free to post it for others to see.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey Zebitty,


I wanted to check in, and let you know that I will be locking the thread in 24 hours.

 

Best regards,

Jake

Zebitty
Community Member

Jake .. locking the thread? The issue isn't resolved yet. You said you'd keep the thread "open at this time" so I can post with the solution.

Jake
Community Specialist
Community Specialist

Hey Zebitty,


Apologies for any confusion here. We lock the thread to keep content fresh on the forums. I will gladly keep it open for a few more days.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey Zebitty,


I wanted to check back in with you, and inform you that I will be locking the thread in 24 hours due to inactivity.

 

Best regards,

Jake