Hugswood
Level 1: Cadet

Google home connection to Telstra smarthome timing out

Answered

So recently ,after about 6 months of working just fine , my google home device has stopped communicating with the Telstra smarthome.

If I delink and relink the account it works for about 5 minutes then cant find it again.

I suspect it is a timeout issue regarding the login but I cant find a box to tick in the menu to stop this happening.

Telstra premium support has completely reset the hardware and I'm supposing it has the latest operating system on the hub.

I can still operate the hub via the smart home app but the google voice control is a no go after 5 minutes of re linking.

Any suggestions?

1 ACCEPTED SOLUTION

Accepted Solutions
Robster1
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Google home connection to Telstra smarthome timing out

This is a temporary issue which the team are working to address.

In order to fix you will need to unlink and then relink Google home to Telstra Smart Home and then issue at least one smart home voice command.

 

Instructions:

To unlink and relink  your Google Home to Telstra Smart Home:

  1. Open the Google Home app
  2. Select Menu in the top left corner
  3. Select Home Control
  4. Select the + symbol in the bottom right corner
  5. From the list of services, select Telstra Smart Home
  6. Select unlink account
  7. Confirm that you wish to unlink the account.
  8. From the list of services, select Telstra Smart Home again.
  9. You’ll see a login screen. Login with your Telstra ID.  
  10. Read the terms and select Confirm if you agree. Then wait a few seconds.
  11. Follow the prompts to add devices and give them nicknames
  12. You’ll now see your Telstra Smart Home devices appear under Linked Services
  13. You can now use Google Home to control your Telstra Smart Home devices

View solution in original post

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3 REPLIES 3
Yastiandrie
Level 24: Supreme Being
Level 24: Supreme Being

Re: Google home connection to Telstra smarthome timing out

Does it say something along the lines of "Cannot connect to Telstra Smart Home"? There's a known issue at the moment that's being worked on
I am a Complex Customer Service Specialist, nominally working with most assurance products. However, I am not an official representative on CrowdSupport.

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Hugswood
Level 1: Cadet

Re: Google home connection to Telstra smarthome timing out

Yes that's what it says
Robster1
Telstra (Retired)
Telstra (Retired)
Accepted Solution

Re: Google home connection to Telstra smarthome timing out

This is a temporary issue which the team are working to address.

In order to fix you will need to unlink and then relink Google home to Telstra Smart Home and then issue at least one smart home voice command.

 

Instructions:

To unlink and relink  your Google Home to Telstra Smart Home:

  1. Open the Google Home app
  2. Select Menu in the top left corner
  3. Select Home Control
  4. Select the + symbol in the bottom right corner
  5. From the list of services, select Telstra Smart Home
  6. Select unlink account
  7. Confirm that you wish to unlink the account.
  8. From the list of services, select Telstra Smart Home again.
  9. You’ll see a login screen. Login with your Telstra ID.  
  10. Read the terms and select Confirm if you agree. Then wait a few seconds.
  11. Follow the prompts to add devices and give them nicknames
  12. You’ll now see your Telstra Smart Home devices appear under Linked Services
  13. You can now use Google Home to control your Telstra Smart Home devices

View solution in original post

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