Vodafone and Google nest

[DerekS]

Hi Just moved to Vodafone internet and my Google Nest keeps telling me to login to Google home. I've reset/reinstalled/factory reset everything but always get the same msg after setup - login to Google home. I've spent over an hour on the phone with Vodafone technical support but they insist (not surprisingly) it's not their problem. The nest worked very happily with my previous (Plusnet) internet supplier. Any advice please? Thanks Derek 

[sicsacol]

Hi @DerekS,

Thanks for reaching out to the community. I understand you're having difficulties using your Google Nest device with the Google Home app after switching your network to Vodafone because you're getting an error message that tells you to log in to Google Home after the setup. I know this may be concerning, especially since your device was working before with your previous network. I appreciate the time you've taken to contact Vodafone support and for your troubleshooting efforts. Don't worry, let's work together to get this resolved. To help with that, I have a few questions for you:

• What type of Google Nest device do you have?
• Is the Google Home app updated?
• What's your Google Nest Device firmware version? Please check out the following article to find your device's firmware version.

Any additional details you can provide will be helpful.

Cheers,
Jonathan

[DerekS]

Hi Jonathan

Thanks for making contact.

It’s a Nest Mini 2

I’ve uninstalled and reinstalled Google Home from Google Play several times over the last few days so I should have the latest version.

I’m having trouble finding the firmware version. When I press devices, it shows “Local Devices   Living Room Speaker”. The top right only shows a red circle with D in it which, when pressed, shows “Hi Derek” and gives my email address.

If I press “Living Room Speaker”, I only have the three vertical dots in the top right which gives “Help Feedback” when pressed. When I press the volume setting for the device, I can hear the Nest beep as the volume changes.

The only settings symbol I can find is on the page that gives “Favourites, Devices, Automations, Activity, Settings” down the left hand side. If I press Settings, then Support, under App Info it gives 3.39.51.0

For info, I have had a series of email exchanges with Google technical support over the problem which resulted in them giving me a phone call yesterday.  After almost an hour’s call without making any progress, they said they would escalate the problem. 

I can't help but feel there's a compatibility issue between tyhe Nest and my new Vodafone router.

Any suggestions for a resolution would be very welcomed.  

Thanks for taking an interest

Derek

[sicsacol]

Hi @DerekS,

Thanks for your response and for answering the previous questions. I appreciate that you've contacted our live support team for further assistance. Since you've already tried multiple troubleshooting steps with them, which ended with your case being escalated, I suggest you keep an eye on your email. They'll contact you as soon as they have information to share with you regarding this issue. Of course, if you have any further questions, feel free to reply to this post.

Regards,
Jonathan

[DerekS]

Hi Jonathan 

The technical team got back in touch yesterday. They believe it is a compatibility issue between my Google Nest and network supplier. I’m not sure whether this is a known issue or whether they believe it will take too long to sort out, but they have suggested I buy a new Nest Mini.  They have offered me £30 as contribution to a new Nest Mini.

Thanks for your help

Derek