topic Re: No Cell Backup in Security

No Cell Backup

axecreatives — Sat, 20 Aug 2022 15:40:00 GMT

My NEST App and keypad are displaying No Cell Backup and are yellow. I called BRINKS and Google and both blame each other. I see other posts but no fixes. Anyone make any progress with this issue?

Re: No Cell Backup

janthadeus — Wed, 24 Aug 2022 05:34:55 GMT

Hi axecreatives,

Thanks for visiting the Community. I'm sorry to hear that and for the delayed response. No worries, we'll check this out. Did you sign up for your Cellular back up with Brinks Home Security? Is your Nest Guard connected to your WiFi? Also, have you tried restarting your Nest Guard?

Going over the steps here might help:

Restart your Nest Guard.
Move your Nest Guard closer to a window. Wait up to 5 minutes since the Nest Guard doesn't continuously report signal strength.
Check with Brinks Home Security Support (+1-844-202-7740). if you have an active subscription with them.

Let me know how it goes.

Thanks,

Re: No Cell Backup

axecreatives — Wed, 24 Aug 2022 10:29:15 GMT

That did not help.

Seems Google is really not supporting the hardware according to Brinks Monitoring so I am moving on to something new.

Re: No Cell Backup

mlebowitz76 — Wed, 24 Aug 2022 10:46:07 GMT

I just started having this same problem this week! I called Brinks and they did not think they were providing my cell backup. But if they haven’t been doing that, who has? I’ve had the Brinks service with cell backup for years. My app still shows that it should be active.

Re: No Cell Backup

axecreatives — Wed, 24 Aug 2022 11:03:36 GMT

It may be that T-Mobile shut down 3G recently so our devices cannot connect even though we are getting Cell from Brinks or Google, and neither of them really care enough to figure this out. I will get a Ring system and move on. I think I am done with Google products and they dropping them… hope my NEST thermostats keep working!

Re: No Cell Backup

Vitti — Wed, 24 Aug 2022 12:15:54 GMT

I've also had Brinks for years now and this issue just started a couple weeks ago. It goes on and off which is the weird thing. If it was due to them shutting down service, then why would it come back in the evening or randomly throughout the day? It feels like a bug in the system but I guess if neither Google nor Brinks is going to do anything about it, it's falling on deaf ears.

Re: No Cell Backup

axecreatives — Wed, 24 Aug 2022 12:39:33 GMT

For me it’s been a steady yellow warning, I have not seen a change. Brinks offered me $24.99 to stay with them. FYI.

Re: No Cell Backup

janthadeus — Wed, 24 Aug 2022 22:50:01 GMT

Hi folks,

axecreatives, thanks for your efforts. I know where you're coming from, don't give up on us yet. Let's check this out — could you please fill out this form so we could further investigate?

mlebowitz76, have you tried the steps I shared above? If so, how did it go?

Vitti, i'm sorry you've experienced this. No worries, we'll sort this out.

Give these steps a try:

Move your Nest Guard closer to a window. Wait up to 5 minutes since the Nest Guard doesn't continuously report signal strength.
If there's a spot in your home that has a better cell signal than where the Nest Guard currently sits, move it closer to that spot.

Let me know if that helps.

Best,

Re: No Cell Backup

axecreatives — Wed, 24 Aug 2022 22:57:52 GMT

Tried those tips, still yellow alert, no cell backup. Thanks.

Re: No Cell Backup

janthadeus — Sat, 27 Aug 2022 23:39:03 GMT

Hi folks,

@axecreatives, we've received your form — thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

@mlebowitz76 and @Vitti, I want to make sure you're all good — how did the steps go?

Regards,

Re: No Cell Backup

Vitti — Sat, 27 Aug 2022 23:45:44 GMT

Nothing I have tried has fixed it. But mine works intermittently which is the weirdest part. Sometimes at night, sometimes not.

It started a few weeks ago and I've had the Guard in the same location for years with no issues until recently.

Re: No Cell Backup

janthadeus — Sun, 28 Aug 2022 22:22:21 GMT

Hi Vitti,

Thanks for your efforts and I know how you feel about this. Let's try something else — could you please try to factory reset your Nest Guard then let me know if that helps?

Best,

Re: No Cell Backup

mlebowitz76 — Mon, 29 Aug 2022 00:23:01 GMT

I did a factory reset, which erased my cell backup and monitoring subscriptions. I was chatting with a rep who swore that would not happen. They escalated my case a couple of days ago, and that’s the last I heard.

Re: No Cell Backup

janthadeus — Mon, 29 Aug 2022 23:54:16 GMT

Hi mlebowitz76,

I'm sorry to hear about your experience but we want to make this right for you. Please also fill out the form so we can further assist you.

Thanks,

Re: No Cell Backup

Brad — Fri, 02 Sep 2022 15:20:48 GMT

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread.

Best regards,
Brad

Re: No Cell Backup

mlebowitz76 — Fri, 02 Sep 2022 16:13:55 GMT

Escalated and still awaiting a response.

Re: No Cell Backup

Vitti — Fri, 02 Sep 2022 17:03:19 GMT

I haven't even had anything escalated yet. Nothing I have tried has fixed it. It's still goes off for most of the day.

Re: No Cell Backup

janthadeus — Mon, 05 Sep 2022 00:43:45 GMT

Hi folks,

We haven't received your form. Were you able to fill it out? Do you still need help?

Best,

Re: No Cell Backup

mlebowitz76 — Mon, 05 Sep 2022 01:29:19 GMT

I didn’t get a form?

Re: No Cell Backup

janthadeus — Tue, 06 Sep 2022 00:27:05 GMT

Hi folks,

@mlebowitz76, we've received your form — thanks for filling that out. Please keep an eye on your email as someone from our team will reach out to you to assist you further.

@Vitti, please also fill out the form so we can further assist you.

Regards,