topic Re: Nest Hello Video history does not playback in Cameras and Doorbells

Nest Hello Video history does not playback

Brashke — Sat, 10 Dec 2022 16:04:07 GMT

Old Nest Hello stopped working after power outage (likely internal battery dead). New Nest Hello installed. Video display is working. Video playback of an event does not work, I have a still shot of a person that notes it is 16 seconds long but does not playback. This symptom is experienced regardless of access device. Other cameras, etc. through same access devices working (including playback) correctly.

Re: Nest Hello Video history does not playback

MplsCustomer — Sat, 10 Dec 2022 23:52:40 GMT

@Brashke

Is your new Google Nest Hello Doorbell in the same Google Nest "home/structure" as your other cameras where, presumably, you have a Nest Aware subscription? I'm asking because, without a Nest Aware or Nest Aware Plus subscription, all you get are photo snapshots for the most recent 3 hours:

https://support.google.com/googlenest/answer/9681538?hl=en

Re: Nest Hello Video history does not playback

Brashke — Sun, 11 Dec 2022 04:08:39 GMT

It is in the same home. It is a first gen Nest Hello. It is exact replacement for what was there. Nest Aware subscription ought not be required

Re: Nest Hello Video history does not playback

Brashke — Sun, 11 Dec 2022 14:06:31 GMT

Bait and switch fraudulent practice!!! Old Nest Hello battery will fail at some point. Then if you replace it, even with same generation device, you cannot get same functionality without expensive subscription. This is consumer fraud.

Re: Nest Hello Video history does not playback

MplsCustomer — Sun, 11 Dec 2022 14:15:21 GMT

@Brashke

Our oldest Google Nest Hello Doorbell is 3-1/2 years old. We've always needed a Nest Aware subscription to see history (except for the initial 30-day free trial subscription). Originally, we had the 1st gen Nest Aware subscription, which was a per-camera/doorbell subscription.

Re: Nest Hello Video history does not playback

Brashke — Sun, 11 Dec 2022 16:52:40 GMT

Nope. Was getting 5 days of event history without paying for a subscription.

Re: Nest Hello Video history does not playback

Brashke — Sun, 11 Dec 2022 16:56:00 GMT

Further, 3 1/2 years old is not relevant. I found a first gen Hello that was new to replace what I had. Same functionality should be available

Re: Nest Hello Video history does not playback

MplsCustomer — Sun, 11 Dec 2022 17:19:11 GMT

@Brashke

My only point was that, when we bought our first Nest Hello and our first Nest camera in April 2019, there was no such thing as 5 days of free event history without a subscription. To get any history our cheapest option was to buy 1st Gen Nest Aware subscriptions for 5 days of video history (NOT event history but 24/7 video history) for the camera and for the doorbell.

If Google Nest (or Nest) once offered 5 days of event history without a subscription, it must have been before April 2019. Our May 2019 subscription receipt did say this at the bottom:

"Current Nest Aware customers with 10-day or 30-day subscriptions qualify for one free Nest Aware 5-day video history subscription until April 2018. If you cancel your existing 10-day or 30-day subscription, your discounted free 5-day subscription will be billed thereafter at the standard non-promotional rate."

Did you by an chance get in under that 2018 offer?

Re: Nest Hello Video history does not playback

Brad — Mon, 19 Dec 2022 18:24:00 GMT

Hi there,

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Here is a great link on how Nest Aware works and how to subscribe. In addition, here is a link on how to manage your subscription.

Best regards,

Brad

Re: Nest Hello Video history does not playback

Brad — Tue, 27 Dec 2022 16:38:18 GMT

Hi there,

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,

Brad

Re: Nest Hello Video history does not playback

Brad — Wed, 28 Dec 2022 16:56:50 GMT

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad