topic Re: Contacting Support for Next Camera in Cameras and Doorbells

Contacting Support for Next Camera

KevinKP — Thu, 09 Apr 2026 02:42:49 GMT

I am trying to contact Google Support in Australia. When I ring the phone number it says go online. I complete the form online then I am only give two Options: Facebook Messanger and X. Chat and Phone are shaded out saying hours of operation are 5pm to 4am Sydney time. Surely there is a way to talk/get support during normal business hours in AU? Google Support any help here please.

Re: Contacting Support for Next Camera

KevinGR — Sun, 12 Apr 2026 00:45:23 GMT

Hi @KevinKP,

Thank you for posting in the community. I understand you are trying to reach us by phone; however, the current operating hours for that line are 5:00 PM to 4:00 AM Sydney time.

This specific window usually indicates that your inquiry has been routed to a North American or European support hub rather than a local Australian team. To assist you more promptly, we have other options available. Our social media team is available via chat, and we can also support you directly through this channel.

Please provide more details regarding your issue so we can determine the best way to help.

I'll be waiting for your reply.

Best regards,

Kevin.

Re: Contacting Support for Next Camera

KevinKP — Mon, 20 Apr 2026 04:38:59 GMT

Hi @KevinGR

I have tried facebook messanger (support.google.com - @supportgooglecom) which seemed to be the only chat option availabe. I got a reponse saying Can't Deliver. User unavailable.

Is there an AU support line, chat or email I can send my query to? Essentially my issue is that my nest camera is damaged as a result of the firmaware 1.73 update.

Re: Contacting Support for Next Camera

KevinGR — Wed, 22 Apr 2026 03:51:26 GMT

Hi @KevinKP,

Thank you for your reply. Since you have been unable to find an alternative support channel, I would be happy to assist you directly through this thread.

To better understand the situation, could you please provide more specific details regarding the issue you are experiencing with your Nest Camera? Additionally, I will need the following information to proceed:

What is the color and behavior (e.g., solid or pulsing) of the light on the front of the camera?
Could you please confirm if you are using a Nest Camera (1st or 2nd generation)? This article might be helpful: Technical specs for Nest cameras and doorbells.

I look forward to your response so we can resolve this for you.

Best regards,

Kevin.

Re: Contacting Support for Next Camera

KevinKP — Wed, 22 Apr 2026 08:19:47 GMT

Hi @KevinGR

I think it is a 2nd Generation indoor and outdoor battery camera (serial number17201J3D50Z3Y7). I purchased this camera (the faulty one) along with four other cameras and a doorbell, all of which continue to work perfectly. These are all connected to my google account.

Following the firmware 1.73 update, this particular camera began malfunctioning — exhibiting severe and abnormal battery drain and failing to operate correctly. I spent several weeks actively troubleshooting the issue, including multiple resets, remounting, and recharging, following all recommended troubleshooting steps. Unable to resolve the issue. I became aware that 1.73 was causing widespread problems for other users as documented extensively in the Google Nest community forums, and I made the reasonable decision to leave the camera idle and wait for a corrective firmware update.

The camera was left on my desk, with no power source attached, while I waited for a fix. I recently reactivated the camera (to apply the 1.77 firmware update) however I found the battery was completely dead. After fully recharging it I monitored its performance and found it draining approximately 50% overnight while sitting face down on a desk with absolutely no activity — no motion events, no recording, no power connected. This is clearly not normal behaviour.

I want to highlight the following key points:

All four other cameras and the doorbell purchased at the same time continue to work perfectly, ruling out age or general wear as a cause
The camera was in good working order prior to the 1.73 update
I spent a considerable period of time attempting to resolve the issue before making the reasonable decision to wait for a firmware fix
Firmware 1.73 is widely and extensively documented in Google Nest community forums as causing abnormal battery drain and device malfunction
The battery damage is a direct consequence of a known faulty firmware update, entirely outside my control

I am requesting a replacement camera. I am happy to provide purchase details, or any other information required to progress this claim.

Regards

Kevin

Re: Contacting Support for Next Camera

KevinGR — Thu, 23 Apr 2026 05:36:50 GMT

Hi @KevinKP,

Thank you for providing those details. I am sorry to hear that you are experiencing rapid battery depletion with your Nest Cam following the recent software update. I understand how frustrating it is to have your security coverage interrupted, and I appreciate the troubleshooting steps you have already taken.

Given that the issue persists despite your efforts, we need to take a closer look at the internal battery health. Please follow the steps below to provide a status report.

Battery Status Instructions

Open the Google Home app.
Select Home, then tap Cameras.
Choose the specific camera experiencing the issue.
Tap More (...) and select Settings.
Under the Device Features section, tap Battery.

Please reply with the current status shown in this menu. Once I have this information, we can determine the next steps for your resolution.

Note: For your security, please ensure that you do not share any sensitive personal information in this channel.

I look forward to your reply.

Best regards,

Kevin.

Re: Contacting Support for Next Camera

KevinKP — Thu, 23 Apr 2026 07:45:04 GMT

Hi @KevinGR

Under Settings there is no specific Device Features section. There is a battery section. There is not alot of information on the screen but here is what it says:

Battery (Charge) 4 days/24%

Automatic Battery Saver is off

Battery Usage is set to Defualt.

Please note that is was fully charged a week ago and has been sitting on my desk unmounted (completely inactive). If it was mounted the battery would last about 24 to 36 hours without any activity.

Regards

Kevin

Re: Contacting Support for Next Camera

KevinGR — Fri, 24 Apr 2026 05:12:47 GMT

Hi @KevinKP,

Thank you for your answer. I understand that the issue persists after factory resetting your Nest Cam outdoor or indoor (battery) and that the battery is draining quickly even when the camera is fully charged.

To assist you further, our team would like to look into this more closely. When you get a chance, please fill out this form and let us know once you’ve finished. From there, we’ll have someone reach out to you via email.

I'll be waiting for your reply.

Best regards,

Kevin.

Re: Contacting Support for Next Camera

KevinKP — Wed, 29 Apr 2026 01:40:36 GMT

Hi @KevinGR

I have completed the form

Regards

Kevin