topic Re: Nest Doorbell (battery) won't connect to WiFi in Cameras and Doorbells

Nest Doorbell (battery) won't connect to WiFi

JuiceBox098 — Fri, 16 Sep 2022 03:58:03 GMT

I've had the Nest Doorbell (battery) for a few months with no issues. This week, the doorbell lost its connection and I thought it was a battery issue since it was reported at 10%, although I thought it was weird that I did not receive a notification. I then tried to reconnect the doorbell and it didn't work. I tried resetting to factory settings, rebooting the phone - nothing worked. I was on the phone with Google support for more than an hour and they eventually sent a replacement doorbell. When I tried to connect that one, it connected on the first try, but then the setup did not complete. I tried multiple times after that and it still did not connect. I got back on a call with Google support and the doorbell connected, but only through my mobile hotspot so they say it's something with the Xfinity WiFi router. I have no idea what the problem could be.

Re: Nest Doorbell (battery) won't connect to WiFi

aatienza — Wed, 21 Sep 2022 00:27:30 GMT

Hey JuiceBox098,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. Could you tell us the case ID from your interaction with our support team so I can take a closer look?

Thanks,

Archie

Re: Nest Doorbell (battery) won't connect to WiFi

JuiceBox098 — Wed, 21 Sep 2022 13:17:14 GMT

Hi Archie - I don't think I was ever given a case ID. But you can review this thread on the Xfinity forums - it looks like other people are having similar issues.

Re: Nest Doorbell (battery) won't connect to WiFi

wilkanah — Wed, 21 Sep 2022 16:09:34 GMT

I am having the exact same issue.

The doorbell connected fine up until Tuesday last week. I got the disconnected notification but I ignored it at the time.

I have done quite a bit to troubleshoot and only got the doorbell to connect when using my phones wifi.

Splitting my home network and trying the 2.4Ghz network did not work either.

Kinda annoying this...

Re: Nest Doorbell (battery) won't connect to WiFi

double — Wed, 21 Sep 2022 19:57:19 GMT

I have the same issue. The doorbell randomly disconnected. We even got a replacement doorbell shipped from google because we spent an hour troubleshooting. I tried restarting everything multiple times, and still nothing. I can, however, connect my google hub to Wi-Fi with no problem.

Re: Nest Doorbell (battery) won't connect to WiFi

mma20 — Thu, 22 Sep 2022 00:01:49 GMT

I saw the exact same thing. Disconnected on Tuesday last week. I assumed it was an Xfinity outage. Was still offline Thursday night. It connects fine through my T-Mobile hotspot but not through my Xfinity router.

Also added more details in the Xfinity forums thread above. The doorbell is connected to the Xfinity router fine (WiFI test to that device is fine), I assume it can't connect to the Nest/Google service.

Other Nestcams are fine. It's just the doorbell that went offline.

Somebody in Google should escalate this to a P0 since we use these devices for security.

Re: Nest Doorbell (battery) won't connect to WiFi

adi25049 — Thu, 22 Sep 2022 03:22:26 GMT

Same issue with Cox Wifi, all nest cameras (battery) and the battery doorbell went offline and now are stuck at connecting to wifi stage

Re: Nest Doorbell (battery) won't connect to WiFi

wilkanah — Thu, 22 Sep 2022 09:35:50 GMT

@aatienza

I have a case id:

3-9398000032865

the google support team is suggesting its a problem with the internet provider.

More and more I think it's a nest doorbell battery problem.

By the way, it sucks that you have to remove the doorbell battery from the home and set it up anew whenever you want to change the Wi-Fi. The original Nest products did/do things better.

Re: Nest Doorbell (battery) won't connect to WiFi

Frustrated8 — Thu, 22 Sep 2022 14:06:06 GMT

Same problem here. I also did a factory reset with it not working to reconnect. I also removed the Nest doorbell from the devices on the XFI app. I also longed into the xfi router page using the gateway IP address. The doorbell shows up as online. If you unplug it drops down to the offline devises. When you plug it back in and go through the steps it goes back up to online. Just a wild guess, but is it possible that the "new" device is trying to use the same IP address that is already assigned in the router? I can't find anywhere to remove a device from the router page. The doorbell isn't in the app but can't remove from the router page to see if that is the issue.

Re: Nest Doorbell (battery) won't connect to WiFi

eric_m — Thu, 22 Sep 2022 21:31:19 GMT

I'm having the same issue. Got the Nest doorbell (battery) 3 weeks ago and it worked fine until last week when it showed as offline. Tried the usual, restart the doorbell, factory reset. Restarted my router/modem. Nothing. Chatted with Google's support team which ended with a test of the doorbell using my phone's hotspot, which worked. And the guy said this resolved the issue... But of course, when I shut down my hotspot, it would connect to my home network..

So, I went to the place that sold the doorbell to me, exchanged it with a new one and came back home... All happy that this would solve my problem. It didn't.

First time I tried, it connected to my wifi network but, I kept getting errors when it was trying to establish a connection with the Google servers. Reveived the message "Try again later".

The next day, I tried again and now, it wont connect to my network.

Very frustrating... And Google was no help.

I find it kind of weird, reading these comments that, many users started to have this issue last week.

Re: Nest Doorbell (battery) won't connect to WiFi

eric_m — Sat, 24 Sep 2022 17:27:02 GMT

I had a similar problem with mine, although not the same internet provider. To resolve the issue of the doorbell showing up on the router connected devices page, and offline in the Google Home app, I had to reset the doorbell to factory settings and then, on the router page, "forget" the connected device. But that didn't fix the doorbell not connecting to my network... Hope this helps!

Re: Nest Doorbell (battery) won't connect to WiFi

Frustrated8 — Sun, 25 Sep 2022 01:54:16 GMT

I couldn't actually find how to remove a device from the router page. What I did and I was going to do this anyway was bought a mesh system. Put the xfi in bridge mode and hook up the mesh system. Added the doorbell with no problem.

Re: Nest Doorbell (battery) won't connect to WiFi

Jinxerton — Sun, 25 Sep 2022 11:46:31 GMT

Same issue with my doorbell, lost connection last week and cannot reconnect . I also have cox

Re: Nest Doorbell (battery) won't connect to WiFi

eric_m — Sun, 25 Sep 2022 23:02:21 GMT

Finally exchanged my doorbell at Lowes. Came home really optimistic but that didn't last long. I'm having the exact same issue with a new one.

I restarted my router again, tried another one I had on hand. Still the same. And it works perfectly when using my phone's hotspot.

I don't get it. How could it be my internet provider or my router? Router is Helix (same as Xfinity but in Quebec, Canada) but, I tried with my Asus router as well.

Google is just no help with this. Thinking of returning and getting a Ring Doorbell instead. It's really frustrating and considering the investment of Google smart devices I've purchased for my home, very disappointing.

Re: Nest Doorbell (battery) won't connect to WiFi

mma20 — Thu, 29 Sep 2022 00:04:23 GMT

My wife wanted to replace the Nest with a Ring but I didn't wanna drill into the stucco again, so I ended up replacing the Xfinity gateway with off the shelf modem and router and the doorbell work fine. Gonna return the Xfinity gateway and save the rental fee.

I added more details in the Xfinity forum. You'd think Google and Xfinity would have the technology to figure out what happened to cause this interaction failure.

Re: Nest Doorbell (battery) won't connect to WiFi

MplsCustomer — Thu, 29 Sep 2022 00:12:00 GMT

Curious. Maybe it's a combination of something with the battery doorbell and something with the Xfinity router. We've had Xfinity for years, with Linksys routers in bridge mode as access points, and have no issues with our Google Nest cameras and doorbells (including 2 of the newer cameras but NOT the battery doorbell) and Nest Hub and a Mini.

Re: Nest Doorbell (battery) won't connect to WiFi

Richfinn611 — Sun, 02 Oct 2022 20:08:40 GMT

I have the same issue with a nest battery doorbell and Cox router. Everything worked fine for months until approximately 2 weeks ago. My nest wired cameras all work fine (both inside and outside my home). I did all the troubleshooting, including attempting the setup with a new replacement doorbell but the new doorbell still will not connect. Seems I’ll probably have to return it for a refund unless there is a fix in the works.

Re: Nest Doorbell (battery) won't connect to WiFi

Brad — Wed, 05 Oct 2022 17:11:23 GMT

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread. Also, for those who haven't filled out this form, please do, so a higher tier of support can reach out to you.

Best regards,
Brad

Re: Nest Doorbell (battery) won't connect to WiFi

eric_m — Wed, 05 Oct 2022 17:33:27 GMT

Form sent. Thanks.

Re: Nest Doorbell (battery) won't connect to WiFi

Brad — Mon, 10 Oct 2022 15:13:14 GMT

Hi there,

Just checking in on this thread and the activity on it. I can see that forms were filled out, and support has hopefully reached out for assistance. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad