Nest Hub no longer working in speaker group

[Sha88888]

My Nest Hub 2nd gen which has been part of my whole home speaker group (a nest Audio, a Nest mini, and two Lenovo smart clocks), just up and refused to play as a speaker group a few weeks ago.

I have tried EVERYTHING I can think of, as well as things I've seen on this forum. Restarting all the devices in the speaker group, resetting the nest Hub itself, restarting my router and everything. This hub just won't work in a speaker group.

I'm sure I'm not alone when I say when I find a little extra money, I will walk away from nest and never look back. The system gets increasingly frustrating.

[Juni]

Hi Sha88888,

Thanks for reaching out. I'm glad you brought this to my attention. I'm committed to providing you with excellent customer service and will do everything I can to help you resolve this. Try to create a new home structure and add your devices there, then observe if you will get a different experience. See the steps below on how to create a new home structure.

1. Open the Google Home app .
2. At the top, tap Add .
3. Tap Create a new home.
4. Follow the steps.

Note: You can have up to 5 homes in your account.

Thanks,

Juni

[RussdaFuss]

I have the exact same problem with a first-generation Google Nest Hub. I have tried everything as well. I've reset the Nest Hub to factory settings multiple times, removed and re-added the Nest Hub to the speaker group, and deleted the speaker group and created it again with a new name. Nothing has helped. I have already contacted Google Support twice, but so far, support hasn't been able to help me. All of this is very frustrating because the problem has only been happening for about 3 to 4 weeks, and before that, the Nest Hub worked flawlessly for years in a shared speaker group with Chromecast Audio receivers and Google Home speakers. I'm considering selling all of my Google devices and switching to Amazon Alexa.

[Juni]

Hi RussdaFuss,

Thanks for posting. We hear you—we can understand why you feel that way. Could you provide us with the case number from our support team so we can check for you?

I look forward to your response.

Regards,

Juni

[RussdaFuss]

Hello Juni,

thank you for taking care of this!

It's :  9-3435000035163 and 6-8873000034929

Best regards

[Summersteve]

Totally agree - so frustrating!

[ryannemeth]

Also having this issue where my displays are not playing in my group.

I have a single group with 5 speakers and 3 displays. When i ask it to play music on the group it only plays on the speakers. I can manually go in and add the displays usually without issue. Sometimes i can also open the app and click now playing then click the homegroup icon and it will add the displays. 

It's just plain broken and i will not create a whole new home to fix this, i have 63 things in my google home.

From what i can see on this forum, there seems to be a lot of group issues, please assign some engineers to this problem and stop ignoring it.

Thanks,

[RussdaFuss]

That's exactly how it is!

The problem has been going on for many weeks and Google Tech Support knows this.

Why are we still being offered suggestions like "Create a new home and add 2 or three devices to it and create a new group" to help with the problem?

Google should finally start fixing the problem itself!

[Juni]

Hi folks,

RussdaFuss, 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.

Ryannemeth, thanks for posting. Try to delete the group and create a new one, then observe if it will make a difference.

Thanks,

Juni

[Juni]

Hey RussdaFuss,

We haven’t seen your form submission come through. Were you able to access it alright? Let us know if you’re running into trouble or still need our help!

Best,

Juni

[RussdaFuss]

Hello Juni,
please excuse the confusion!

I have already replied to this post and submitted the form.

https://www.googlenestcommunity.com/t5/Speakers-and-Displays/Google-Home-is-straight-up-trash/m-p/54...
But thanks for asking!

[Juni]

Hello there,

Got it. Keep your lines open as our team will reach out to you via email anytime soon. 

Best,

Juni

[Summersteve]

Did you provide a response???  We all want to know!

[Juni]

Hi Summersteve,

Thanks for reaching out. Are you experiencing the same concerns? If so, what steps have you taken so far? Let us know by updating this thread. We’d love to help. 

Regards,

Juni

[Summersteve]

I've tried rebooting both speaker and hub, deleting and adding groups - and contacting support - all to no avail.  My hub and speaker worked together playing same music for months - then stopped a long time ago - when I contacted support they said a patch was being rolled out - that was at least six months ago - and nothing.  

Very frustrating.  As others agree.   Stunningly poor customer service. 

[Juni]

Hi there,
 

Thanks for the details you’ve shared. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this Contact us form with all the needed information, then let me know once done.
 

Regards,

Juni

[obwanknobi]

I'll add to the mix, one of my Hub Displays Gen 2 just stopped playing part of the groups it is in. It actually stopped maybe a few months ago but today it is really upsetting me since I want it to work. I did everything in this thread except create a new Home. Creating a new Home is insane, and should not even be recommended by anyone in the forums or by support. 

Before some community specialist asks "can  you elaborate what 'everything' means" when it means EVERYTHING MENTIONED HERE except creating a new Home, everything means 1) created new speaker groups, 2) added/removed said speaker from existing speaker groups 3) did a factory reset on the device 4) added reset device to existing speaker groups 5) removed reset device from existing groups 6) created new groups with reset device

[RussdaFuss · Accepted solution]

Don't waste your time deleting and recreating speaker groups or factory resetting Google/Nest devices.
I have been in contact with Google Support about these issues since the beginning of September and my case has been escalated to higher levels several times. I am also in contact with AVM, the manufacturer of my router. AVM is also aware of the problem and has explained the context.
The problem may lie in the communication between the devices via the UDP protocol and especially via the unicast and multicast ports. Although the problem can be traced with a little effort via the router's logging, there is no solution to the problem that can be achieved from the outside. As far as I understand, this is a problem with a special constellation of router and speaker group consisting of Google, Nest and Chromecast devices. Where and when the problem occurs can only be pinpointed by debugging the Google firmware. A bug fix is therefore only possible through an update in the Google firmware. All measures that we as users can take are therefore useless.

[Sha88888]

And it really does not seem like Google is interested in fixing this, because it's been months. Very disappointing.

[RussdaFuss]

Don't blame support or developers. This is a management decision. This decision is not made based on customer satisfaction, but rather based on costs and benefits/profits. We have to be patient. Either there will be a bug fix or not. But we are customers and consumers, we have a choice.