I have a "home" in my nest app that I can not remove. It only shows in my nest app

[bpardee]

I have a "home" in my nest app that I can not remove. It is only in my nest app and not in my google home app. I have 3 homes in my nest app and 2 homes in my google app. Whenever I remove the unwanted home from the nest app, nothing happens.

How do I remove it? Any ideas?

[EdmondB]

Hello bpardee,

Thanks for posting here in the Community. To delete a home structure in the Nest app, you have to go to the Google Home app. Check out this link on how to delete a home in the Google Home App.

Let me know if that helps.

Thanks,

Edmond

[bpardee]

I tried to remove it from the Google Home App but the unwanted structure does not exist in the Google Home App. It is only in the Nest App. It seems that the Nest App structures and the Google Home App structures are out of sync.

Is there a way to get them to sync up? If they were synced, I could delete the unwanted structure from the Google Home App which would then delete itself from the Nest App.

Thanks.

[EdmondB]

Hey bpardee,

Thanks for trying. We're sorry if you're still having issues removing the other home structure. Just a few questions: Do you see the same device on the Nest app and the Google Home app? Have you checked if the emails that you used to sign in are the same for the Nest and Google Home apps? If not, Have you tried to sign in with the same email on the Nest App as on the Google Home app? Here are the steps to check the email on the Google Home app:

1. Open the Google Home app.
2. Tap on the Profile icon in the top-right corner. (It will show the email that you are currently signed in with.)
3. To change the email, tap the drop-down arrow on the right side.

I look forward to your response.

Best,
Edmond

[bpardee]

Yes, both emails are the same. Both apps show the two good homes/structures with my devices. The nest app shows an extra menu item with the unwanted home, which I renamed to "Delete Me". It has no devices attached. It does not show up in the google home app. Not sure how the two apps got out of sync.

When I go into the nest app or use the web browser at home.nest.com, I try to delete it by selecting "Delete Me" home, selecting "settings" (the gear), selecting "home info", and selecting "Remove home". Nothing happens. I can't remove it in the google home app as "Delete Me" is not there.

Thanks.

Bill Pardee

[EdmondB]

Hi bpardee, 

We'd like to know more about this. Please fill out this form so we could investigate further.

Best,
Edmond

[bpardee]

I sent off the form. I previously opened a case with the Google Nest Customer Care Team, but they keep sending me off to different departments (now at engineering) saying they will look into it, so I decided to post to this forum to see if the community could solve it. I put my case number on the form.

Nobody seems to know how to fix it.

Thanks,

Bill Pardee

[EdmondB]

Hi there,

Could you please give us the case ID? So that we could get an update from our Support. I'd be glad to hear from you. 

Thanks,
Edmond

[LovelyM]

Hello again bpardee,

We want to ensure you are good to go. Please reply to this thread with the information asked by Edmond if you still need assistance so we can give you a helping hand.

Cheers,
Lovely

[bpardee]

Here is the case id:

Case ID [5-2592000034672]

[LovelyM]

Hi bpardee,

We'll take a look at the case that you provided. We'll get back to you as soon as we have news to share.

Thanks,
Lovely

[LovelyM]

Hello bpardee,

It looks like your case was already escalated; however, there's been no update yet from our senior specialist team. Please check your email from time to time since we'll be getting back to you as soon as we get news from them.

Best regards, 
Lovely