Home Premium unilaterally detached, footage gone

[cneophytou]

I've had a Nest Aware Plus / Home Premium Advanced subscription for years. My current yearly subscription started last June, so not close to expiry. Today I went to check some urgent footage from the past few days, when I realised that the subscription is not actually active. After some debugging, it seems my subscription, while active, was "Detached". I was able to re-attach my subscription to my home, but what the actual heck..

Basically I paid for a yearly subscription, money was taken out, then my subscription was effectively disabled without a single notification. Lost all my recordings, unrecoverably so. What even is the point of paying for this if it can disappear without notice?

[OliviaParker]

That’s really concerning, especially since you had an active yearly subscription and weren’t notified about it being detached.

If the subscription was still paid and active but somehow became unlinked from your home, that definitely shouldn’t happen without an alert. Losing recorded footage because of a backend or account issue is a serious problem.

I would recommend contacting Google Nest Support directly and asking them to:

Confirm the subscription status history

Explain why it became detached

Check if any cloud-side recovery is possible

Escalate the case since footage loss is involved

Also ask them to confirm in writing that your subscription is now properly linked and protected going forward.

You’re absolutely right — the whole point of paying for Nest Aware Plus is reliability and continuous recording. If it can detach silently, that’s a major trust issue.

Hope support can give you a proper explanation and resolution.

[cneophytou]

I've talked with support for over an hour, and the outcome of that was:

* The recordings are unrecoverable

* The subscription must have never been attached to begin with (actually it wasn't 'detached', it was 'hanging' - don't know what the difference is)

* If it was attached to begin with, then I must have been the one to detach it

* They have zero tools to detect or debug this

* They have no teams to escalate to

All in all completely inadequate and dismissive response.

[JillG]

Hi-

Just wanted to hop in and let you know that we've escalated this over to our specialists for a look. If you have a case number feel free to post it here.

Jill

[cneophytou]

After an hour on the line, I asked for a case number or a ticket number and was assured I'd be getting one. Got nothing, and I still don't know how my premium subscription became hanging on my account, nor when.

[cneophytou]

Managed to get Case ID 0-9170000040632

[kissilvike]

Par for the course, when it comes to GOOGLE.  They are a techno-vultures, gobbling up "once good" companies which they mismanage, collect monies, and leave customers in a lurch.

Both RING doorbell and GOOGLE home video are subpar, work part-time (I pay full time).  Messages about video buffering, not available, or nothing at all, or my favorite, connect your camera/video.  Exasperating! 

[Jocktech]

The same exact thing just happened to us. Extremely frustrating. Paid up front months ago and now all my footage is gone. Google is trying to pin it on us. We may scrap our whole system and go a different route.

[Jam1234]

This happened to me around the exact same time of the author's post. No longer able to access historical videos on any camera. Originally thought it was a app bug but started seeing the message "You are paying for a subscription that isn't being used'. Had a subscription for several years. 'Reattached' the subscription again and now videos are recording but only from that point. No idea why this has happened.

Google chat support was a very lengthy conversation that felt like talking to an AI bot just to be eventually told that all the historic videos are not recoverable. No explanation and based on this post, it's clear that there has been an issue/bug on backend side.

[JillG]

Hi @Jam1234 

Did you happen to get a case number with that chat? I'm forwarding all these posts over to our Specialists and our Community Manager for a look.

Thank you!

[Jam1234]

3-3777000041142

[Jeffers]

Thank you for sharing this.  I have an ongoing chat with support and have referenced this community post.  I have not been able to get a case ID from support despite asking for one and requesting (demanding) escalation 

[Craig56]

Morning

I have had a 30 day history on my nest products for a considerable period with no issues but this week that history vanished.

My card had expired but no payments had been missed with the last one being on 02nd Feb. I have now updated my card details but the history is still missing, I have also tried subscribing again but once I choose a plan and whether I want an annual or monthly fee ro be taken I get returned to the initial page detailing the different subscription options.

Any help would be appreciated.

Thanks

[carlbidwell]

It sounds like the expired card may have caused the Nest Aware subscription to lapse briefly, which can wipe the 30-day history and unfortunately it’s not usually recoverable. The resubscribe loop sounds like a billing glitch, I’d try completing it from a desktop browser or contact Google Support to refresh the subscription on their end.

[cneophytou]

Nope, even if a card is expired, unless a payment is missed it shouldn't just drop an active subscription. This is 100% a failure on Google's systems, my issue manifested exactly the same way. I had an active subscription but it got detached, and all my video history was gone.

[Barnsley]

Where have all our recordings gone? We have had a Nest subscription since April 2023. We pay for 30 days storage of activities. I opened the app a little while ago to check what time my husband left for work today. Just wanted to know why the cat came up and cried at me. I am disabled and housebound. I could only see four thumbnails, nothing at all before that for any of our three cameras.

The camera pages all said we had an unused subscription and directed me to join Google Home Premium. I have done that and it seems to have the same end date as my Nest subscription and the same price. But I still have no older recordings. It just says loading video history.  It has also lost my familar faces.

What is going on? 

[JillG]

Hi @Barnsley 

I'll make sure to escalate your post over to our specialists. 

J

[Jocktech]

Can you escalate my case number in regards to this exact issue please.  5-1540000040860

[mattspace12]

Had the same thing happen 

7-5785000040483

[JillG]

I have this whole thread escalated to our Community Manager and your case numbers are included. Thanks so much for reporting this and posting the info.  

They are aware and investigating this escalation.

[Jeffers]

Appreciate that, and sorry for the confusion. To ensure you receive the most accurate and effective assistance, we need to escalate your case to our dedicated team. To help them start working on your issue, please take a moment to complete the following form once more. It is important that you include your case number (158413381) in the form for reference

See case number above

[Jocktech]

Did anyone else’s subscription get cancelled? They canceled mine yesterday after the chat. I paid yearly upfront so I just lost out on my money. 

[Numbernine]

This has just happened to me too, very frustrated. Trying to figure out where my daughter is after an evening in town.

Awful timing. 

[GuitarGuy]

Just happened to me as well. Very recent renewal of the service and all videos gone.

Unbelievably bad process from Google

[Jeffers]

Same thing happened to me last night.  I opened the app and there was a message saying that I needed to setup Google home premium.  So I pressed the setup button and immediately my history was wiped out.  Nothing has changed for me, I've subscribed for years and always paid with auto-renewal

[cneophytou]

Are we going to see our deleted videos restored anytime soon?

[Jocktech]

Based off of what we’ve been told in the chat, it’s gone for good. 

[cneophytou]

Based on what I know of these systems, it's just a PITA to recover, but not impossible. There's no tools that allow support agents to do it, but the engineers can. Just wondering whether they plan to do that, or if we should start asking for mass refunds.

[Jeffers]

Just another update from me.  Google support say that I can't have two subscriptions and by adding Google Home Premium I wiped my own history.  But the thing is that I didn't choose to add Home Premium, I've just continued paying the direct debit on my Nest Aware subscription and Google have done this.

Please note that only one subscription is allowed per home. If you already have a 1st gen Nest Aware subscription active for your home and add a Google Home Premium subscription, your 1st gen subscription will be cancelled and replaced by the new Google Home Premium subscription. The 1st gen subscription cannot be recovered once cancelled.

Furthermore, cancellation is effective immediately. All video history, settings, and preferences related to the subscription will be permanently deleted.

I hope this provides you with the necessary information.

For your reference your case number is 9-6431000040980. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

[cneophytou]

For me that changeover happened last October, and it was clear i'd lose my video history. And i did then, saved the clips I needed to before the change over.

So I've been on home premium since October 2025, this wasn't that.

[OliviaParker]

The subscription was still billed but became detached from the Home, which stopped recording. Once that happens, Nest doesn’t store footage, so the lost recordings usually can not be recovered. The only realistic remedy is contacting Google support for compensation.

[cneophytou]

They also have the recordings that were stored before the subscription became detached, those were actively soft deleted, and should still be recoverable if done early enough. Though with the lack of progress on this bug I don't see it happening. Disappointing really. My plan is to keep demanding a full year of refunds for as long as this issue remains unresolved.