Nest Hub Filtering All Web Results :ExplicitSite

[Cqx8189]

Just got a Google Nest Hub (2nd Gen) device and got it up and "working". Most of the features work fine, but apparently Google has decided to filter all search results, whether using the "Hey Google" or doing a manual web search. Any website I select gives me an error of "g.co/assistant/explicitsite", Google images don't load, and videos won't play (for the record this is for sites that shouldn't be explicit, such as searching the generic work "apple" does the same).

I have made sure that all my safe search settings are off, there aren't any parental account, and even contacted google once for help to no avail. The device has been restarted and reset multiple times to try to fix this issue (at the request of Google Support), both to no avail.

I'm not a fan of Google choosing to filter results for me, and am getting close of say hello to Alexa if this can't be fixed. This Forum is my last hope in trying to address this issue. Any thoughts?

[Dan_A]

Hi Cqx8189,

That certainly isn't the experience we want you to have, especially with a new Nest Hub 2nd Gen. Let's check it out. For confirmation, you did not set the filter after the set up was successful, right? And you have already turned off the safe search settings without parental content? How about the account? Is it on a family account? Let's check the status of your device here:

1. Open the Google Home app.
2. Tap Settings  > Digital wellbeing > Set up or Add device filter.

For more detailed info about filters, check out this guide.

Best,

Dan

[Cqx8189]

To confirm: 1. No filter was set up after successful installation (nor have there been any filters created since, and the device has been uninstalled and reinstalled multiple times just to ensure nothing was accidently selected); 2. all safe search setting that I can find have been turned off; 3. The device isn't on any kind of family account, and the account it is linked to has all the filters (including safe search) turned off.

[Muddi]

Hi Cqx8189,

Chiming in to ensure everything is covered here. To confirm, do you have the same issue when using your phone, tablet, or computer to search on the web while connected to the same network? What is the current firmware version of your Nest Hub? Also, could you share the case ID so we can check what happen when you contact our support team.

Looking forward to your response.

Cheers,

Muddi

[Cqx8189]

No, I do not have the same issue when using any other device on this network. Only the Nest Hub seams to filter results. Current firmware is: 324896. Case ID for the call was: 7-5213000033864. The result of this case was to reset the device, followed by them having to "get back to me", and concluded with a rather generic email that offered no assistance outside of "here's how to create/turn off a filter" (both of which have been established in the case to not be a solution). 

I appreciate you looking into this, but fear this is a deeper issue than just my account/device, and the Nest Hub is simple designed to operate filtering what someone somewhere find to be "explicit" (unfortunately, this is extending to other materials).

[Princesss]

Hey there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[Cqx8189]

Thanks for looking out, but some of us have other things going on during the week and may require till the weekend to get to this chat. Again, I've already spent too much time on the phone with Google who couldn't address my problem, even more time through email to no avail, and now having to further address this through an online forum. I think looking to close an item before a solution has been found and acknowledge (due to less than a week of inactivity), is simply poor decorum towards the consumer. Once you find an answer, then lock the thread. Otherwise, keep my question open so hopefully someone (whether through google or the community) can find a solution to the censorship problem with Your tech.

[Muddi]

Hey Cqx8189,

We appreciate all the information that you've shared. To confirm, have you tried using a different account to see if your device will have the same behavior? Also, could you share the case ID so we can check what happened.

Cheers,

Muddi

[Cqx8189]

I only have the one account. Case ID was shared above.

[Muddi]

Hey Cqx8189,

Upon checking, your case was forwarded to our higher tier of support. I already made a note and follow up on the case. I suggest that we continue through that channel to avoid confusion and for us to update you immediately.

I'll still keep the thread open to monitor the progress of your case. Feel free to update the thread in case you encounter new issues on your device.

Cheers,

Muddi

[Cqx8189]

Just thought I'd check back in. It's been over a month since this was forwarded to a "higher tier of support" and I still have no answer or additional information. Not even an email. Guess it's time to start looking into Alexa.

[Muddi]

Hey Cqx8189,

We apologize for the delays. I already made a follow up with the team, please check your inbox from time to time as someone will be reaching out to you again soon.

Cheers,

Muddi

[Muddi]

Hello Cqx8189,

Sorry for the delays. Please fill out the form so I can just continue monitoring the issue with our higher tier. Please do not forget to include the link on this thread on the form so I can easily track it.

Let me know once done.

Cheers,

Muddi

[Muddi]

Hi Cqx8189,

Have you had the chance to fill out the form?

Cheers,

Muddi

[Muddi]

Hey Cqx8189,

We haven’t heard back, so I'll be locking this thread if we won't hear from you in 24 hours. Feel free to create a new one if you have more questions or have other concerns in the future.
 

Cheers,

Muddi