Nest hub max says comnected to another account

[Grinan]

I recently upgraded our internet and my Hub Max got disconnected for a short time.  New router has the same wifi and sign-in info, but it keeps saying that it's connected to another account.  I'm the original owner.  

Factory resetting it didn't help.  

Any ideas?

[MplsCustomer]

@Grinan 

If your Nest Hub Max is saying it's connected to another account (namely, YOUR account on the old Wi-Fi network), it may be that the factory reset did not occur. When you did the factory reset (https://support.google.com/googlenest/answer/7073477), did your Nest Hub Max say it was resetting?

[Alex_S]

Hi everyone,

Thanks for helping here, MpIsCustomer!

Grinan, that certainly hasn’t been easy for you. Let’s further look into it. Do you have home members in the previous home where your Google Nest Hub Max was set up? If yes, members should also remove Google Nest Hub Max from their Google Home app. 

To remove:

• Open the Google Home app > Devices > Look for the Google Nest Hub Max device icon.
• Tap on it > Settings > Remove device > Remove.

If you don’t have home members, unplug your Google Nest Hub Max for at least 48 hours. Factory reset the device once more, and then attempt to do the setup again. Let me know how it goes.

Regards,
Alex

[Grinan]

There are two of us in the Nest home and they have removed it as did I.  I did another factory reset with just myself in the home to the same result.  I still get that the Hub Max and also the Hub are on another account.  I'm still the original owner of both.

Beyond frustrating.  I'm out of options and work around that I have read here.

TIA.

[Grinan]

The reset was done after a week of being unplugged.

 

[MplsCustomer]

@Grinan 

I don't know what's going on then. The error CAN occur if you've switched your Wi-Fi and a factory reset was NOT done. Apparently Google Nest's install routine is NOT smart enough to know that the other account is YOUR account.

Did you also remove the Nest Hub Max's camera from the Google Nest app (preferably while still on your old Wi-Fi network)?

You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.