Event and 24/7 video history

Ad99 — Wed, 09 Apr 2025 19:24:33 GMT

Dear Nest Support Team,

I’m reaching out regarding a frustrating experience with my Nest Aware Plus subscription.

Your online advertisements — including comparison charts and product descriptions — clearly promote that Nest Aware Plus includes 24/7 video history. That was the ONLY reason I chose to upgrade to the Plus plan.

However, after subscribing, I discovered that 24/7 video history is only available on certain cameras that are hardwired. This critical limitation was not stated clearly in your marketing materials or plan comparison charts. As a consumer, this feels misleading and incomplete. I expected that any camera I own — especially when plugged in — would be eligible for continuous recording under the advertised features of Nest Aware Plus. I recently had an incident needing 24/7 history but cannot retrieve it.

Had this condition been clearly disclosed, I would not have chosen this plan.

I’m requesting the following:

Clarification and transparency regarding which camera models are compatible with 24/7 history under Nest Aware Plus.
A refund or downgrade with partial refund of my current Nest Aware Plus subscription, as the plan does not provide the features I was led to believe it would.

I hope your team can address this issue, as I’ve otherwise enjoyed the Nest ecosystem and would prefer to continue using your services — provided expectations and features are presented transparently.

Thank you for your time and support.

Re: Event and 24/7 video history

MplsCustomer — Thu, 10 Apr 2025 17:19:07 GMT

@Ad99

The Help topic below explains what you get with each subscription on each camera and doorbell.

Basically, you cannot get 24/7 recording for any camera or doorbell that is running on battery power because the battery cannot sustain it.

Note that the battery doorbell, even when wired, runs on battery power. There's a further explanation of this in the second link.

https://support.google.com/googlenest/answer/9681538

https://support.google.com/googlenest/answer/11830989

I am just another Google Nest customer.

topic Re: Event and 24/7 video history in Home Automation

Event and 24/7 video history

Re: Event and 24/7 video history