unable to reset to factory settings

[ismanyc]

Hi . I have a google nest 1st gen.Had to reset due to a new router.   I HAVE tried to add it like 5 times.1st it connected but kep telling me to update app. App has no updates. I removed and installed app. still saying the same. I reset it to factory setting like 5 times.Now  ittries to connect and says connected to a different account. I check all accounts no google nest on any of them.

thanks in advance

[MplsCustomer]

@ismanyc 

If you are getting a message saying your Nest Mini is connected to a different account, that would seem to indicate that your factory resets were NOT successful, and your Nest Mini is still configured for your original Wi-Fi.

Were you able to complete a factory reset, as described in Google Nest's Help topic?

https://support.google.com/googlenest/answer/7073477

[ismanyc]

Thanks for answering.I reset it like 5 times. and it said it was reset. i also unplugged. I dont have the original wifi because I changed modems. I dont even show on my devices. I also checked my account for connected devices and not there either

any other options?

[MplsCustomer · Accepted solution]

@ismanyc 

Maybe you should try to contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[ismanyc]

will try that

thanks