Nest Hub gen 2, bricked after less than 12 months after buying it

[Johnfrancis24]

Bought a Nest Hub Gen 2 about a year ago. Very Very little use. Suffered connection problems after a update. Factory reset only made the problem worse, first getting stuck finalising setup settings. Now after another reset, it won't even connect to my internet connection so I can't get past the first part of the setup settings. Did I really waste money only for Google to break it. 

[maedacortez]

Hi Johnfrancis24,

Thanks for reaching out. I understand that your Nest Hub gen 2 can't connect to Wi-Fi. I know this can be frustrating, but don't worry, I'm here to help! To better understand your situation, I need to ask some questions.

• What is the firmware version of your device?
• Are there other Google Nest displays set up and working in the home?
• Are you unable to find your Wi-Fi network when setting up your device?
• Are you stuck or do you see an error message on your screen?

I'll be waiting for your response.

Regards,

Manuel

[Johnfrancis24]

• Firmware version: Don't know.
• No
• I can find my Wi-Fi however it won't connect (it says the Wi-Fi network name and/or password is wrong) but everything is correct.
• No errors message 

[maedacortez]

Hi Johnfrancis24,

Thanks for replying. Based on your response, please try these steps:

Reboot the Wi-Fi router:

1. Unplug the Wi-Fi router from the power source for 2 minutes.
2. Ensure that the router's lights turn off completely when unplugged.
3. After 2 minutes, plug the router back into its power source.
4. Once all the router lights are back on, try to connect your Nest Hub 2 to your Wi-Fi. If this doesn't work, please try the next step.

From the Google Home app:

1. Open the Google Home app.
2. Select the speaker or display and then Settings.
3. At the top right, tap More and then Reboot.
4. Try to connect to Wi-Fi again. If this doesn't work, perform a reset.

Reset the device:

1. At the back of the device, press and hold (long press) both volume buttons for about 10 seconds.
2. Google Assistant will play a sound to signal the start of the factory reset process.

I hope this helps! Let me know if you have any other questions.

Regards, 

Manuel

[Johnfrancis24]

Manuel,

I have tried everything mentioned above (several times) and nothing fixes the problem.

John

[maedacortez]

Hi Johnfrancis24,

Thanks for trying the troubleshooting steps. The next step is to send a feedback report. Here are the steps:

From the device:

• Instruct the customer to say, “Hey Google, send feedback.”
• The device will transcribe the audio feedback you provide and send the transcription to the Google Nest team. The audio of your feedback will not be recorded.
• When finished, tap Send.

From the Google Home app:

• Open the Google Home app.
• At the top right, tap the account icon.
• Tap Feedback, then tap the device you want to submit feedback for.
• To display available emails, tap the arrow on the right in the From section. Select the email address.
• In the feedback summary, write a brief description of the issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, tap Send at the top right.

Regards,

Manuel