New user of a Nest Hub (2nd gen) , with an issue after connecting a video service

[mazzinia]

Hello,

since a couple of days I have a Nest Hub, and i went on and connected various services supported in my country ( Italy )

i've no issue with the audio services, nor with youtube video ... but...  in italy I can add also some specific service providers :

Timvision  ( allowing to watch movies like netflix )

Infinity ( same )

Viki (same )

The problems are 2 and separate.

I've correctly connected Timvision in Google Home, but i'm unable to have a video play on the Nest Hub. The most I managed has been "ok google, play xyz on timvision" ( in italian ) , the timvision logo appeared on the Nest Hub, and that's all .. no video loading/playing, only the logo in the middle of the screen.

2nd kind of issue : Infinity and Viki do not connect ( infinity points to a not existing page, and i think viki too ), so maybe this is something that Google could arrange to get fixed having the leverage with the 2 companies ?

There's not a lot of merit in offering a limited amount of video connectors, if 3 are not working... who does testing ?

3rd .... I have primary language italian, 2nd english . The Nest Hub has part of the menu in italian, part in english, and sometimes switches italian with english ( like for meteo ). Suggestions ?

[mazzinia]

I was expecting some answer. Is there a way to contact the technical support ? I'm definitely not managing to get something out of  Mediaset infinity support ( or viki ), but google would have the right channel to actually get the right people involved to fix the issue.

The nest hub is a cute product, but i'm not getting the feeling that there's serious support... sorry

[cheliogeovanni]

Hello @mazzinia,

My apologies for the inconvenience you are having and I understand your frustration with the video playback issues and language inconsistencies on your Nest Hub (2nd gen) in Italy. Let's tackle these problems one by one:

1. Timvision Playback Issue:

• While you've successfully connected Timvision in Google Home, there might be a compatibility issue or a bug preventing video playback. Here's what you can try:
  • Restart Devices: Reboot your Nest Hub and try playing Timvision content again.
  • Re-link Timvision: Unlink and then re-link Timvision in the Google Home app. This might refresh the connection.
  • Check Timvision App: Ensure you have the latest version of the Timvision app installed on your phone (if casting).

2. Infinity and Viki Connection Issues:

• These might be due to regional limitations or integration problems between Google and the services.
  • Contact Support: Try reaching out to Timvision, Infinity, and Viki support to see if they're aware of any compatibility issues with Nest Hub in Italy.
  • Search Online Forums: Look for discussions in the Google Nest Help Forum (https://www.googlenestcommunity.com/) or other online communities to see if other users in Italy have encountered similar problems and found solutions.

3. Language Inconsistency:

• This seems like a separate issue from the video playback problems.
  • Check Language Settings: Double-check your language settings in the Google Home app. You should be able to set your primary and secondary languages there.
  • Software Update: Ensure your Nest Hub has the latest software update installed, as updates often include bug fixes related to language settings.

Regards,

Helio

[mazzinia]

Hello,

about point 1 I did all that 1 or 2 times before posting here ( and is not casting, since there's a direct feature. Casting works flawlessly in general ) without any change.

About point 2 : they are officially supported connectors in Italy, and is not like there are a lot of them. Their support is useless ... to give an example , for mediaset infinity, the support has that the thing should work in their playbook ... once all the standard things to try got exhausted they asked to contact them by email, and by email they stopped entirely to answer when i shown them that they have the whole part that should connect google to mediaset missing from their website.

About viki, yes seems it's some years is broken and nobody cares to fix it. What I don't understand is why is even offered within the google setup of connectors for the Hub... it reflects quite poorly on BOTH parts.

You're a big company... if there's some agreement to have services, they should be honored (so you flex some muscle in their direction) or should be entirely removed.

Not to appear bitter but ... when in Google Home , under VIDEO services I find that I CAN add 6 services , I would expect they all work. 

It's even a small and limited number of services.... if part is broken, it reflects very poorly on the whole quality of the ecosystem. Again, from a small company I would not expect a lot... but from a multi billion operation...

[cheliogeovanni]

Hello @mazzinia,

I definitely understand your concern about your Nest Hub 2nd generation not working properly after I sent you some tips to work with, but here is the form you can use to contact technical support.

Regards,

Helio