my Nest Hub 2nd Gen isn’t working.

[jax_b]

 

i have bought the Google Nest Hub 2nd Gen today and collected it from Argos. i got back and immediately plugged it in but it’s just a blank screen. the audio works with it saying ‘to get started’ blah blah blah. but it doesn’t even come up with the ‘G’ logo at the beginning!! i’ve tried literally everything and i have no idea what to do because i haven’t got this money to just throw away. please, any help would be appreciated, i’ve looked everywhere online and there’s nothing about it being like this when brand new!

[MplsCustomer]

@jax_b 

What happens when you try to install your Nest Hub in the Google Home app on your iPhone or iPad?

https://support.google.com/googlenest/answer/7029485?hl=en&co=GENIE.Platform%3DiOS&oco=0

[jax_b]

i go onto the app and add it as a new device because obviously it’s never been connected to anything before. it says ‘looking for device’ on the app and then finds it, but then it says to scan QR code or type the 8 digit code at the bottom of display - both of which i can’t see as the screen hasn’t changed since it was plugged in

[MplsCustomer]

@jax_b 

You really shouldn't have to do a factory reset on a brand-new Nest Hub, but you could try by pressing and holding both volume buttons together for about 10 seconds:

https://support.google.com/googlenest/answer/7073477?hl=en#zippy=%2Cgoogle-nest-hub-nd-gen

If that doesn't work, and you ordered it from Google Nest, perhaps you should try contacting Google Nest Support (https://support.google.com/googlenest/gethelp). Since it is brand-new, you should insist on getting a brand-new replacement, not a refurbished one. If they won't send you a brand-new one, you could consider simply returning it.

[jax_b]

unfortunately no i didn’t get it from google themselves i bought it on Argos (not sure where you’re from but in the UK it’s just a website that you can buy things from, not sure how to explain it but it’s a bigggg store in the UK) and i’ve just done the factory reset, it’s done absolutely nothing

[MplsCustomer]

@jax_b 

Perhaps you should consider returning it as defective. Was it in a sealed unopened package?  When we've purchased Google Nest products, they've always been in a box sealed with cellophane (except once, where we unknowingly got an opened box for a Nest Hello Doorbell and had to return it to the retailer).

[jax_b]

i can’t call them tomorrow unfortunately as i have work from when they open to when they close😩 however yes it was in an unsealed package with cellophane. i have contacted the automatic bot and it said i need to call google about it even though i didn’t buy it from them

[MplsCustomer]

@jax_b 

Well, now you're into return policies for the UK, of which I know nothing.

You could try the Google Nest Support link I provided above and see what they say. Since it is brand-new, they should either provide you with some trick or gimmick to get the display to work, or replace the defective Nest Hub with a new one, or tell you how to return it to Argos.

[jax_b]

thank you ever so much for all your help 🙂

[Dan_A]

Hi jax_b,

That's not the experience we want you to have with your Nest Hub Max. Have you already tried reaching out to the Google Nest Support link I provided above by MplsCustomer? Tell us what happened.

In the meantime, since you have already done a factory reset, it would help a lot if you could also try these: at the back of the Nest Hub, unplug the power cord and wait 10 seconds, then plug it back in and wait another 10 seconds. Do the cycle 10 more times. (For a complete total of 11 times). After plugging the power cord back in, wait a few moments for the device to reset.

Keep us posted.

Best,

Dan

[Princesss]

Hello there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[Dan_A]

Hello jax_b,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Cheers,

Dan