topic Re: Unable to access IP cameras after switching to Google Nest Router in Nest Wifi

Unable to access IP cameras after switching to Google Nest Router

RodH — Tue, 04 Oct 2022 06:49:28 GMT

Hi Guys

Just wondering what the current work around for this is. I have recently changed to the Google nest router and now I can't access my IP cameras from my mobile unless I am on the Wifi. I have set the NVR to a static IP and put in the correct port forwarding rules for TCP and UDP data packets to get to the NVR but it still doesn't work. Has anyone else had this issue?

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Sat, 08 Oct 2022 18:13:00 GMT

Hi RodH,

Thanks for posting ― let's get this sorted out.

A few questions: are your cameras able to connect to your Google Nest Wifi network? Did you set the static IP address using your Google Home app? Also, are there other devices that have this issue?

Best,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Tue, 11 Oct 2022 00:56:27 GMT

Hi Mel

I have set a static IP and set all the port forwarding to the NVR. I have also been through this over a week ago with the helpdesk team on the chat function. I was advised as the could not fix the issue I was to be contacted with in 24hours by a senior tech to sort the issue. This never happened, I followed up after 24hours and was told they would be in touch shortly. I still haven't heard anything accept for response to date.

As I advised the tech on the chat service I would be traveling for work and needed this sorted before I left. Unfortunately now I'm over 1000ks away at work with no access to my home cctv not very disappointed with google at this current point in time.

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Tue, 11 Oct 2022 17:11:36 GMT

Hi RodH,

Thanks for getting back to us and sorry for the inconvenience this has brought you. I suggest you continue the conversation with the senior support team.

Best,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Tue, 11 Oct 2022 21:04:51 GMT

Hi Mel

Thanks for the response I'm still waiting for over a week now to hear from a senior tech. At this point I'm looking at replacing the router completely.

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Wed, 12 Oct 2022 17:30:11 GMT

Hi RodH,

I'm sorry about that. Could you provide the case number so I can check what happened to your interaction with our team?

Best,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Wed, 12 Oct 2022 21:20:15 GMT

Hi Mel case number is 9-6204000033441

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Sat, 15 Oct 2022 17:32:45 GMT

Hi RodH,

Thanks for providing your case number. I reviewed your interaction with us and I suggest replying to the email they sent so they can give you options for your case.

Thanks,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Tue, 18 Oct 2022 18:18:06 GMT

Hey RodH,

Checking back in should you still have some questions here. Let us know by replying to this thread.

Best,
Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Tue, 18 Oct 2022 20:47:57 GMT

Hi Mel

I'm still waiting to hear from senior technician, all I have had so far is an apology that no one has got back to me yet....

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Tue, 18 Oct 2022 21:40:21 GMT

Hi RodH,

Thanks for the update. I will follow up with our support team so they can help you out as soon as possible. We appreciate your patience.

Best,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Sun, 23 Oct 2022 19:19:26 GMT

Hey RodH,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mel

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Mon, 24 Oct 2022 20:45:20 GMT

Hi folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know.

Thanks,
Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Mon, 24 Oct 2022 23:21:37 GMT

Hi Mel

Please don't close this as still I haven't heard free m any senior technician and it's good to show everyone on the forum that after weeks of waiting for service. I still haven't received any. For large tech company you guys aren't managing your help desk tickets very well at all.

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Tue, 25 Oct 2022 17:27:34 GMT

Hi RodH,

Thanks for getting back to us. I will keep this thread open until a member of our support team sends you an email.

Best,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Sat, 29 Oct 2022 18:03:59 GMT

Hi RodH,

I checked your case ID and you're now in an email conversation with our support team. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers,
Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Sat, 29 Oct 2022 20:57:35 GMT

Hi Mel

Not sure what email address they must be using as I haven't had an email from anyone, accept for them apologising that a senior technician hasn't contacted me and they will follow it up last week. Again as the issue is unresolved please leave this thread open thanks

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Sun, 30 Oct 2022 17:26:56 GMT

Hi RodH,

Thanks for the update. We sent you an email on the email address you used when you filled out the form. You can check your Spam/Junk folders. Also if you have other email addresses, try to sign in to those accounts and check if you received our email there.

Thanks,

Mel

Re: Unable to access IP cameras after switching to Google Nest Router

RodH — Sun, 30 Oct 2022 20:36:46 GMT

Hi Mel

I have no email in regards to this case in the the Gmail spam folder that was used when filling out the form. I do have an email from support that apologies for know one getting back to me that is the only one I have received.

Re: Unable to access IP cameras after switching to Google Nest Router

Jhonleanmel — Mon, 31 Oct 2022 17:00:51 GMT

Hi RodH,

I've followed up with our team about your case. We appreciate your patience. They will be reaching out to you soon.

Best,

Mel