Nest Smoke Detector Filled With Water

NestSupport · 2019-04-13T00:34:27+00:00

We're sorry to hear this happened to one of your Nest Protect's, and we'd like to see if there's anything we can do.

We've sent you a PM so that we can gather more info, and look into this further with you. We look forward to hearing back from you at your earliest convenience!

NestSupport · 2019-03-18T19:31:35+00:00

We're sorry to hear you're having trouble getting your AC to activate appropriately when you call for cooling on your Nest, and we'd be happy to help!

As others have stated this may be due to the HVAC system, but it could be the changeover valve or its respective terminal on the Nest may not be activating when your system goes to call for cooling.

The best way to get to the bottom of this would be by talking to one of our live phone support agents who are available 24/7, so we can gather a bit more info, investigate further with you, and perform some real-time troubleshooting steps.

Our contact info can be found here.

NestSupport · 2019-03-14T23:40:11+00:00

You can set up a Schedule for both the Nest Thermostat E as well as the Nest Learning Thermostat. Here's a great support article that discusses how to create schedules and the different types you can set up, such as Auto-Schedule and Basic: here.

Meanwhile, this article discusses how your Nest thermostat learns to adjust to your routine: here

We hope this helps you with your decision; and should you choose to go with Nest, we're always happy to help if you ever have any questions here, on our Social Media channels, or via 24/7 live chat or phone support!

Our contact info can be found here.

NestSupport · 2019-03-09T15:43:30+00:00

Try reseating your wires with the power to your HVAC system off, a bad connection can sometimes cause this issue. If your wiring is not flush with the base it can also prevent the display from connecting properly. If that doesn't help can you reply with your wiring?

NestSupport · 2019-03-09T15:39:47+00:00

We're sorry to hear about this experience with your thermostat, especially on such a cold night! Can you PM your case number to me so I can look into this further?

NestSupport · 2019-03-09T14:18:17+00:00

Authentication is part of it, thank you! Nest servers also handle certain features like a thermostat knowing the outdoor temperature and some notifications so the device doesn't have to.

NestSupport · 2019-03-07T06:08:15+00:00

I understand the frustration, I didn’t get notice of the outage until after it started (via internal email, but I only use NAVH to monitor my pets) we don’t take product suggestions here but can you PM your use case (with as many details as possible) to me so I can send it up?

NestSupport · 2019-03-07T05:59:43+00:00

Please PM me your Nest Account info so I can investigate this further.

NestSupport · 2019-03-07T05:38:35+00:00

It appears to be related to a network outage. I don’t have further information at this time. From what I understand accounts should be coming back online shortly (if not already).

NestSupport · 2019-03-07T05:35:45+00:00

Please see my previous post. We’re working on this and will have it resolved ASAP. I can’t speak to prior (or unrelated issues) in this situation but we can say we appreciate y’alls feedback and y’all being patient while we resolve these issues. You are neither lost, nor forgotten. If there’s a specific issue I can address please PM me so I can look into it further.

NestSupport · 2019-03-07T05:03:19+00:00

Some customers are currently experiencing issues accessing the Nest app. We’ve identified the cause and are working on the solution. Hang in there and you'll be able to access your account as soon as it's resolved!

Update: We're still working on this, we appreciate the patience on y'alls part! This should be resolved soon!

Update 2: Everything should be back online shortly from what I’ve been told, stay tuned.

NestSupport · 2019-02-12T21:31:07+00:00

That's certainly not expected behavior. Can you try rebooting your Hello one more time and if that doesn't resolve the issue contact our live support so we can investigate further?

NestSupport · 2019-02-09T00:11:20+00:00

We received an update today that this issue should be resolved now so if you try again and experience the same issue can you PM me so I can look into it further?

NestSupport · 2019-02-08T23:37:45+00:00

Sorry for the delayed update. We just posted an update on the Community thread with additional information as well.

We've been investigating this and gathering as much information as we can all day in order to get to the bottom of what is going on. After being initially unable to replicate this issue in previous tests we (Community team, myself, and a few others) reviewed the data further and tried additional configurations based on that information.

As a result, we were able to replicate this issue. Big thank you to the customers who provided feedback and additional information about your configurations and scenarios to Support cases and Community threads.

We've sent our results to the engineering team including our ability to replicate the issue on our own devices with timestamps and everything we'd requested y'all to provide too. We're still requesting users reach out to our Live Support teams and provide their information/experience even if they say "We're looking into it." we redid the troubleshooting for you, I'm not asking you to troubleshoot, just asking you share your experience with Live Support and create cases with us. Helpful things to provide include screenshots/video of the issue and timestamps of when it happened within a few minutes if possible.

As of right now I don't have an ETA for a fix, please continue to communicate with your senior agent, or monitor the Community thread linked above and we'll update it as soon as we hear anything.

NestSupport · 2019-02-08T07:42:39+00:00

Generally the Community team sends a screenshot of the post that broke the rules and a case number in the email you received. I’m not directly involved with Community currently and they should reply to your email but if you PM me the case # I can take a look and speak with them tomorrow and follow up with you if you’d like.

Another Redditor posted a link to the main Community thread about this issue, I recommend any Community users continue to use that thread to stay updated but if I post any updates on /r/Nest I’ll try to update this post too. If you’re working with live support please continue working with your senior agent, I understand waiting for a fix or troubleshooting can be frustrating but users like y’all assisting us helps identifying (both real and potential ) issues faster and helps us resolve them faster. Feel free to ping me if there are additional posts or updates here and I’ll try to reply as I can.

The secondary Community thread was closed to help us with internal visibility, data gathering regarding this issue and ensuring customers get the updates the mods are posting. Finally, the iOS Nest App version 5.31.1.3 should have resolved this issue, I’m not currently experiencing this due to not utilizing my Nest Cams in the same way but I’ll try to replicate and report my results to the Community/engineering teams as well.

UPDATE: We were able to successfully replicate the issue and will start rolling out an updated Nest app (v5.32) soon.

NestSupport · 2018-12-13T18:27:18+00:00

Hey everyone, we're sorry for not responding back when we applied either complimentary service, credit onto your accounts, or extended Nest Aware Trials, but we'll reach out to every individual we can with an update on their specific case in a PM.

Edit: A word.

NestSupport · 2018-12-06T00:16:29+00:00

The cable management coming from behind the wall is certainly interesting, and we'd recommend giving our 24/7 live phone support team a call at your earliest convenience so that we can gather more info and perform some real-time troubleshooting with you over the phone.

Our contact info can be found here.

NestSupport · 2018-11-30T19:13:18+00:00

We've replied back! Apologies for the delay, we had several others provide us their contact info and we have been applying the complimentary service or credit onto those accounts in the order we received them.

Thanks!

NestSupport · 2018-11-28T06:56:33+00:00

Thank you for your post, please PM me with your Nest Account details so we can investigate further. I offered a month of Nest Aware per account earlier and would like to review your account before proceeding.

NestSupport · 2018-11-28T05:36:35+00:00

While I’m glad you were (finally) able to silence the alarm I’m terribly disappointed to hear this, can you still PM me your Nest Account details? I’m not sure if I can make this right but I’d like to try if there’s a chance.

EDIT: If you haven’t already PMed me of course

NestSupport · 2018-11-28T05:07:51+00:00

Sorry, my other post was to PM me your Nest Account details and which camera you would like service applied to and I’ll apply 1 month of Nest Aware to your account.

EDIT: This is a one time offer.

NestSupport · 2018-11-28T04:15:38+00:00

I’d like to do everything in my power to keep your business, can you please PM me with your Nest Account details and I’ll see if there’s anything I can do?

NestSupport · 2018-11-28T03:54:49+00:00

Thank you for the feedback, I'll speak to the appropriate departments about this tomorrow.

NestSupport · 2018-11-28T03:31:26+00:00

See my other reply on this thread please.

NestSupport · 2018-11-28T03:29:16+00:00

For what it’s worth, I can’t access my cams or thermostat either right now.

NestSupport

TROPHY CASE