Nest hub max has low volume on calls

[pothos]

I bought a nest hub max for my parents to communicate  via video calls. The volume is great for YouTube and other media but extremely low for duo calls thus totally defeating the purpose of the calls. I can hear them but they can't  hear me clearly. Volume of 10 sounds like a 4 or 5.

I use Samsung S10e. They use  nest hub max. 

I saw that this issue has been reported any times with no resolution. Can I connect external speakers ? Any other solution?

[Princesss]

Hi pothos,

We’re sorry to hear about this experience. Have you already tried performing a complete reset to your device? If not, let’s try that first and see if this would make any difference.

You may follow these steps on resetting your device:

1. Save any important footage from your device's video history.
2. Remove your Nest Hub Max from the Google Home app Google Home app.
3. On the back of Nest Hub Max, press and hold both volume buttons together for about 10 seconds. Your Nest Hub Max will let you know that it's resetting.

Let us know how it goes.
 

Best,

Princess

[pothos]

I have tried to revert to factory setting then restart again. Did not work. The volume is very loud for YouTube and other media but not for calls on duo.

[Dan_A]

Hey there pothos,

Thanks for sharing the information. I've forwarded it to the team so we can further check as it looks normal to me. To confirm, does it have the same volume as before? Do you have the same issue when making a regular call from your Nest Hub Max? Also, could you tell us what country you are in?

Keep us posted.

Thanks,

Dan

[pothos]

I live in the US but the device is in India. It is the primary mode of communication between me and my elderly parents. They used Lenovo display with Google duo calls for many years until it developed a echo suddenly. So I bought the new device- Nest hub max in 2022. We don't use it for any other calls except duo calls. We also use it for YouTube etc. It works perfectly fine with YouTube volume and internet video volume. I am very frustrated because I cannot communicate with them. They loved their display until now. 

I found that many people have the same problem, always with call volume.  To resolve this issue,I am considering adding Bluetooth speakers but unsure if how to connect to hub max.

[Dan_A]

Hi pothos,

Sorry for the delays. Upon further checking, we can confirm that the Nest Hub Max has the normal volume when receiving calls. We compare it with other devices, and have the same result. Could it be that the factor affecting the duo call volume is the connection? Especially when you’re communicating overseas. 

It would help a lot if you could try calling someone via duo calls in your area and see if the issue is the same.

Tell me how it goes.

Kind regards,

Dan

[pothos]

We tried local duo calls with the same problem. Low volume on duo calls. Like I said before, I am not the only one with this problem. If you do a search you will find multiple posts with the same issue, Duo calls do not work well with nest hub max. The main problem is the volume. Do you have a solution ?  Do you have other app for video calls via nest hub max ? Duo calls work well on android and iPhone devices with normal volume for both local and international calls. 

[Princesss]

Hi pothos,

We appreciate all your efforts. We'd be happy to take a look into this for you. Please fill out this form with all the needed information then let me know once done.

Best,

Princess

[LovelyM]

Hello there pothos, 

I just wanted to follow up again. Did you happen to get that form filled out? Let me know if you have questions about it.

Cheers, 
Lovely

[pothos]

Yes, I did  Thanks

[LovelyM]

Hey pothos, 

Wonderful! We've got the form you've submitted. We'll be reaching out to you via email and let's continue working on your concern through that channel. Let us know if you have additional questions or concerns about your device; otherwise, I'll close the thread after 24 hours.

Many thanks, 
Lovely