My new Nest hub max arrived last month, I had broken my old hub so well exited to get this up and running. I turned it on and started going through the wifi connection process. Unfortunately the nest hub would not communicate with my router.
So I started going through the google trouble shooting process, resetting devices, changing router settings and resetting devices time and time again, nothing worked.
Next I tried getting support. A member of the support team had me going through everything I had already tried but I followed his direction anyway but still nothing worked. I even tried a new router I had spare in the cupboard but as this was the same brand and model he suggested I try it on someone else's router.
So I went to my sisters and tried to connect it there, first I tried to connect it with the app on my phone and then I installed the google app on my sisters phone and tried that to, still didn't work. Then I went to my other sister's and repeated the process there. Still didn't work, at this point I wasn't surprised.
I then sent an email to report my failure to the support team member that was helping me with this issue but after a few days I had no reply so started the process over again with another of the support team. They suggested I borrow a device from a friend and try to connect the google nest max on a hotspot. I was unwilling to try this step feeling I had already done far more than I should in order to get this working. Instead I had to contact my ISP and troubleshoot it with them. Again no luck getting it to work.
I messaged the support team again to report my failure, they passed me on to the advanced support team..... they wanted me to contact my ISP to open up ports on my router and try again, this and a number of other things we tried surprisingly didn't work. I was also asked to set up DNS which I did on my home laptop. Again nothing worked so I reported my failure.
Next they agree to send me a replacement after I have returned the one I have, so they emailed me some return labels. Unfortunately I don't own a printer, I could not forward the email with the attachments to my work email address as my company security software will not allow it.
So back to the support team I went to ask for a hard copy to be sent to me instead, which apparently isn't an option. At this point I'm more than a little frustrated and annoyed. After asking the support team member what now I got told sorry they can not help.
