Rejoin Nest Hub Max

[GeoffreyJohn]

Hello, my second attempt to posting on here, 1st failed from user error.

Needing help please in reconnecting my Nest Hub Max 698F at my home after a factory reset (numerous attempts) I am the original owner purchaser of the hub max, installed and used for a month or two then stopped working mysteriously. Performed a factory reset on the NHM and attempted to reinstall through mobile phone, connected, got all the way through setup until last page received message as follows, "This Nest Hub Max is connected to another account or home. To continue this device needs to be removed from its previous account. Ask the previous owner to go to their device settings and remove it. As I am the previous owner I went into my google settings, found the NHM under Security and removed it. no longer appears in my account settings. then tried on many many attempts to reconnect it to my home, but get the same message on each occasion.

I have exhausted my known options and stretched my technical abilities to the max.

Hoping someone can help me to reconnect it as I must be missing something.

[Azarco]

Hey GeoffreyJohn,

I'm sorry for the trouble this may have caused you — let me help you with this.

For starters, clear the cache and data of your Google Home app then, reinstall it. Try creating a new home and set up your Google Nest Hub Max there. If the issue persists, try using a different phone to see if you'll get the same result.

Thanks,

Alex

[GeoffreyJohn]

Hello, thanks for replying.  I have tried the suggestions and still cannot rejoin my Hub Max to my home account.

I have tried factory reset, deleting my Home app and reinstalling, and tried a different phone. Even gone into my Google account and deleted reference to Nest Hub Max under security.

The set up process seems to be working correctly right up to the end when it tells me that the hub is connected to a previous home or account. Same old story!!

I would love to be able to talk to someone in Google Support but cannot seem to find a Australian number to call.

At wits end over this matter.  Hope you can suggest something else.

Cheers Geoff

[Princesss]

Hi GeoffreyJohn,

Thanks for trying the steps. 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.

Best,

Princess

[GeoffreyJohn]

Hi Princess,

Not sure if my email reply to you actually went as I got a bounced msg? Now realise must reply through this page and not the email.

Nevermind, thought I better reply on here to ensure it gets back to you.

I have tried a factory reset on my NHMax , deleting my Google Home app on my phone and then reinstalled the app, and even tried a different phone as previously suggested.

Also deleted the Nest app but haven't reinstalled that as not sure if needed? 

Even went into my Google account and deleted reference to Nest Hub Max under security settings, devices.  Can't see it anymore.

The NHM set up process seems to be working correctly right up to the end when it tells me that the hub is connected to a previous home or account (remember that I am the original owner) despite the fact that I have reset NHM, deleted and reinstalled Google Home app, removed my home address, room NHM is located etc in the app and made new ones. Whatever I seem to do doesn't work. 

I am thinking that the NHM is functioning correctly and that the install app is doing what it should, but halts at the end of rejoin setup because it has found some reference to my first installation somewhere in my Google account settings, but I have no idea where to look to delete it.

I would love to be able to talk to someone in Google Support who might be able to talk me through that process but cannot seem to find a Australian support phone number to call.

My Australian Phone number: +61 448751308 or email: #

At wits end over this matter.  Hope you can suggest something else?  Thanks

[Princesss]

Hi GeoffreyJohn,

We appreciate all your efforts. If you need assistance over the phone, you can contact us on this link: https://goo.gle/3ie15Ae. You may also provide the link to this thread so they can refer to the steps we have tried.

Best,

Princess

[Princesss]

Hi there,

We just want to check if you have seen our response posted above. Let us know if you have additional questions, otherwise we'll be locking the thread.
 

Best,

Princess

[GeoffreyJohn]

Hi Princess, 

Have been talking to Arnold at Google Support online. We tried troubleshooting yesterday 26 Sept 22 but the issue remained unresolved to date.  He was going to accelerate the issue and get back to me.

I am awaiting his reply.

Regards Geoff 

[Muddi]

Hey GeoffreyJohn,

Thanks for the update. I can confirm that your case has been escalated to the team for further investigation. Let's continue on that channel.

Let me know if we can help you with anything or else we'll lock the thread after 24 hours.

Cheers,

Muddi