topic Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1 in Cameras and Doorbells

Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Tue, 19 Dec 2023 18:10:41 GMT

Specifics: Two Gen1 nest doorbell cameras were added to a new account about six months ago. Subscription service was started for 30 day viewing of videos. One of the doorbells failed about 5 months later. Using an iPhone as well as iPad. I removed it physically and logically from the account, and after purchasing a new one, attempted to add it back in. Each time I attempt to add it via the Nest app or the Google Home app I received the same message “ failed to add nest doorbell. (Wired) to account. Error NC017 (3.65)”.

I have tried multiple times, and following all of the troubleshooting steps listed by Google. I also wasted two hours on the phone with Google tier 1 representative who knew absolutely nothing. Finally while on the phone with her, I decided to create a new home location in the Nest app and try adding it to this different location. It worked. Obviously it is an account issue and not something related to wireless or low-voltage from the transformer, etc. I removed it from this location and attempted to add it to the original home location, which also has the subscription. It failed.

I currently have both doorbells added to the Nest app (and Google Home app) but the newest one is listed under a second home location, which, of course does not have a subscription. I need to be able to add it to the original location so that I can see both cameras on one page, without having to swipe down and choose the different home location.

Any help would be appreciated. I have spent way too many hours working on this problem, and thinking about chucking them both for Ring doorbell.

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Wed, 20 Dec 2023 19:07:28 GMT

Hello Jimhyt1822,

Thanks for providing all the information. I’m sorry to hear if you’ve been having issues connecting it back to the Nest app. Let me help you get back online. Could you please share the Case ID when you contact our support?

I look forward to your response.

Best,
Edmond

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Fri, 22 Dec 2023 02:35:49 GMT

Hello, I am unable to locate the case number. I do not have an email with it. Currently both front and back door doorbells work but each is listed under a separate house. if I attempt to move the original doorbell to the new house that I created, I suspect that the subscription would not move with it.

thanks

Jim H

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Fri, 22 Dec 2023 21:40:53 GMT

Hi there,

If your account was just created for 6 months, most likely you have the 2nd Generation Nest aware subscription, which we can move to a different home structure. But I'd like to confirm: What other Nest devices do you have aside from the two Nest Hello doorbells? Have you tried using a different phone? Did you try connecting it to a mobile hotspot on the same home structure where the other Nest doorbell is connected?

I look forward to your response.

Regards,

Edmond

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Sat, 23 Dec 2023 04:22:38 GMT

Hello Edmond,

I do not have any other devices other than the two Nest doorbells. I have three Google mesh routers but I don’t think they would matter. I did try a cell hotspot with no difference. I also tried a different iOS device with same results. I can try to move the existing doorbell to the new home I created and see if it works. If so then the subscription will need to be moved to it as well, unless you can correct the problem with the original home location that is preventing the new camera from connecting to it.

Regards

Jim H

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Mon, 25 Dec 2023 00:30:48 GMT

Hey there,

Thanks for taking all the troubleshooting steps and providing that information. Please let me know if you still encounter the same error message when you try to connect the other Nest doorbell to the new home structure.

I look forward to your response.

Best,

Edmond

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Mon, 25 Dec 2023 00:35:15 GMT

Are you a Google representative or a member of this group?

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Tue, 26 Dec 2023 20:47:17 GMT

Hi there,

Yes I am a Google Representative, Have you tried connecting the other Nest doorbell on the new home structure? Let me know if you have questions.

Regards,
Edmond

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Thu, 28 Dec 2023 18:44:24 GMT

Hello Edmond,

Removing the existing doorbell and attempting to move it to the new location created for the most recent doorbell installation failed. I received the same exact message. Error NC017

I am out of ideas at this point so will most likely uninstall these 2 doorbells and purchase Ring Doorbells. I have spent way too much time on such a simple task

cheers

Jim

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Wed, 03 Jan 2024 02:55:53 GMT

Hi there,

Thanks for trying — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

Jimhyt1822 — Wed, 03 Jan 2024 05:00:10 GMT

Thanks,

Is there any way to add both locations to the subscription service that is on one of them?

I will fill out the form.

Jim Hytken

Re: Cannot add Nest doorbell wired gen1 to existing account with another gen1

EdmondB — Wed, 03 Jan 2024 21:13:47 GMT

Hi there,

Thanks for filling out the form! Our support team will send you an email soon to help you out. If you have any more questions or concerns, please let us know.

Regards,
Edmond