Phone answers Hey Google instead of Google Display.

[Alanrlow]

My Google Nest devices in different rooms are responding, often my phone will respond even tho the display will show that it has detected my voice in the top left corner with the three little coloured bars, but the phone will continue to take over.  I have checked the WiFi and I've rebooted it many times, but it's still not working as it should. 
Even if I stand right in front the display and the phone is metres away the phone will still take over.  I have tried every setting in the sensitivity and it makes no difference. Even the mini-nest in the bedroom often responds and I have taken to turning off its mic to stop it.  This is very frustrating. 
Everything is on the same account and the same WiFi with a strong signal.  
How can I make these devices work as advertised?

[Muddi]

Hello Alanrlow,

Thanks for visiting the Community.

Sorry to hear about your experience. Normally, if you’re near your Nest display and phone, only the Nest Hub should respond to "Hey Google." Both devices may wake up, but your phone should go back to sleep.

Let's try these steps below:

1. On your phone, open the Google app Search Icon.
2. At the bottom right of the Home screen, tap More > Settings > About.
3. Look for the version number at the top.
4. If your version is below 6.5, go to the Google app page, then tap Update.
5. Make sure that you're using the same account on your phone and Nest display.

Let me know how it goes.

Cheers,

Muddi

[Alanrlow]

Thanks for the reply Muddi, but I don't have MORE at the bottom right of my home screen but I'm pretty sure my version number is 14.24.9.28.arm64.   Does this help?

To give you further information, I have disabled the Hey Google from the phone to prevent the phone from responding (I even turned it off to stop it responding), at all now and even so, the display very often, 60% of the time, doesn't respond. The clock screen contracts slightly and the little coloured bars on the top left wriggle but after about 10 seconds I get "Hmm, something went wrong", or "There seems to have been a glitch", Try again or "You can try setting up again". 
One thing I have noticed is that if I toggle the mic button on and off several times it will react, but after a while, it will revert to being unresponsive again. 
To preempt some questions.

Everything is on the same WiFi channel, In fact, I disabled the second channel (5G), so that every device must use the same single channel. The Netgear Nighthawk can connect 20 devices so not the problem.
I have factory reset the Nighthawk router many times. 
The router is only about 2 metres from the Google Hub Gen 2 and is set to Long Broadcast.

The info the Google Home app shows for the Display is:

System Firmware Ver:

10.20221207.2.100042
Cast firmware 1.68.356352

Language: en-AU

MAC address: DC:E5:5B:52:D5:F9

IP address: 192.168.1.40

I have deleted the device and the HOME in the Home App and reinstalled it a couple of times. 
I should also add that I have a Google Mini Nest in the bedroom that has similar problems responding but can obviously hear me from the lounge room and I have taken to turning its mic off to prevent it from answering even when I am standing right in front of the Display in the lounge. 

The display seems to take a long time to boot up, from power on until I get the clock display takes 1 min 15 seconds. Is this normal? 

Thank you for any help.

[Alanrlow]

My Nest Display (2nd gen) is so unresponsive as to be virtually useless. 
After waking the display with "Hey Google" it then doesn't hear or respond any further. The little colour bars on the left wriggle but nothing further happens. 
Often after 3 or 4 attempts it will do as asked, but NEVER the first time.
Strangely, even if I attempt to do something like turn on the light or run my morning routine by the display directly and not by using my voice the icons simply pulse grey for a time and nothing happens. When I swipe the display left I often only see icon rectangles and they all just say LOADING and stay like that for a long time. I have checked that the display hasn't lost the WiFi connection but it seems to be still connected to the router.
The display is 1.5 metres from my Netgear Nighthawk M5 router. I have factory reset both devices many times to no avail. I have uninstalled and reinstalled many times. Everything is the latest version and all updates applied. 
9 times out of 10 my phone would end up responding even tho it isn't supposed to, and even tho I have disabled the Hey Google on the phone or even turned the phone off the Nest still doesn't respond the first time.  
I am getting sick of hearing "Hmmm, something went wrong"...

The info the Google Home app shows for the Display is:

System Firmware Ver:

10.20221207.2.100042
Cast firmware 1.68.356352

Language: en-AU

MAC address: DC:E5:5B:52:D5:F9

IP address: 192.168.1.40
my version number is 14.24.9.28.arm64. 

I am getting very frustrated with this nest, it seems unfit for purpose. 

[Alex_S]

Hi Alanrlow,

Thanks for reaching out again, It seems like you created another thread. I'll merge this thread with the main one so we can communicate effectively. I suggest that you follow the main thread for updates because this thread will be locked automatically once merged into the main one.

Regards,
Alex

[Alanrlow]

From my reading of this forum it appears this is a very common problem that a lot of people are experiencing so simply suggesting the same responses (reset/reboot) is NOT a solution. 
If a large number of people are now having identical problems it is obvious that something (firmware update) Google has done has introduced bugs into the system. 
My Google devices are virtually useless and unfit for purpose and I would like them fixed please.

[Muddi]

Hi there,

Thanks for the added information. Could you tell us the specific model of your Netgear Nighthawk router? Also, how many Google Home/Nest devices do you have?

Cheers,

Muddi

[Alanrlow]

Hi Muddi, my router is a Netgear Nighthawk model MR5100 with up-to-date firmware, FW date 2021/08/19. 
I have 1 Nest Hub 2nd Gen that is less than 6 months old in the lounge room and a Nest Mini in the bedroom. 
Please let me know if you need to know more.
Cheers.

[Muddi]

Hey Alanrlow,

Thanks for the information. I'll check this with the team and get back on this thread for an update.

Cheers,

Muddi

[Alanrlow]

Hey Muddi, I am really needing an answer here before I drop kick this useless thing out the window. 
Over the weekend, while waiting for you to get back with an answer, I have factory reset the Nighthawk Router, turned off the "Hey Google" response on my phone so it can't answer and turned off the mic on the Mini Nest in the bedroom so it can answer and still the Hub only manages to successfully answer me about 1 time in every 10 calls. This is absolute rubbish. When I first got it it worked fine but now it is just a waste of space. Maybe time for the Ombudsman to get involved I think.
Please get back to me as soon as you can.

[Alanrlow]

Hey Muddi, it's getting a bit long now. It is 2 weeks since you said you would get back to me. 
Is my question too difficult for you?
While I have been waiting for your answer I have been experimenting further and I have more information that may help.
After waking the display with "Hey Google" it then doesn't hear or respond any further.
Often after 3 or 4 attempts it will do as asked, but NEVER the first time.
Strangely, even if I attempt to do something like turn on the light or run my morning routine by the display directly and not by using my voice the icons simply pulse grey for a time and nothing happens. When I swipe the display left I often only see icon rectangles and they all just say LOADING and stay like that for a long time. I have checked that the display hasn't lost the WiFi connection but it seems to be still connected to the router. 
I am getting very frustrated with this nest, it seems unfit for purpose. 

[Alex_S]

Hi Alanrlow,

Apologies for the late revert. We'd like to take a deeper look into this — could you fill out this form and let us know once you're done?

Regards,
Alex

[Alanrlow]

Ok, I have filled out the form but there wasn't really enough room for all the details.
Thanks. 

[Alex_S]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email anytime soon. Please continue the conversation there as this thread will be locked after 24 hours.

Sincerely,
Alex

[Alanrlow]

OK, thank you.

[Alex_S]

Hello Alanrlow,
 

It’s a pleasure to assist you.
 

Best,
Alex