topic Re: Continuous camera and history problems in Subscriptions and Services

Continuous camera and history problems

dlucas2447 — Fri, 24 May 2024 15:17:44 GMT

I am sick of Google Nest Cameras. I am along time user going back to Nest. I have nothing but problems with the cameras. I am paying for two Nest Aware accounts and still can't get history. I have purchased a new camera and after multiple support calls and two replacement cameras I was finally able to get them to connect and download the software in the final stage. After mounting camera, I have video and show history but when I click on box it says video can't be seen at this time. Multiple support calls and still no follow up for months. Bought a new camera and can't get it to connect after multiple calls and escalation. Calls get dropped and no follow up and can't speak to a supervisor. I am done, these are crap. I have 4 locations, 7 thermostats and 4 cameras. No support for loyal customers

Re: Continuous camera and history problems

gmelanymelissa — Mon, 27 May 2024 22:13:19 GMT

Hi @dlucas2447,

Thanks for posting here in the community. I'm sorry to hear that your Nest cameras aren't working as expected. Help's here!

To better understand the situation, I'd like to ask a few questions:

What kind of Nest cam do you have?
Are your Nest cameras 1st generation or 2nd generation?
Do you have an active Nest aware subscription?

Keep me posted.

Best regards,

Melany

Re: Continuous camera and history problems

dlucas2447 — Fri, 31 May 2024 17:36:27 GMT

Yes, I have both 1st and 2nd generation cameras. And I subscribed to two Nest Aware accounts. I also have another new 2nd generation camera that I cannot connect to the network.

This is the last case number I have but there are many still open ones with no resolutions

9-6929000035534

Re: Continuous camera and history problems

gmelanymelissa — Fri, 31 May 2024 22:09:41 GMT

Hi @dlucas2447,

Thanks for the update. I'm sorry you're running into this situation with your Nest cameras. I understand how frustrating it can be when you cannot connect them to the network.

Have you tried the steps in this guide?

Factory Reset: This erases all your personalized settings, deletes the entire video history, and restores the factory default settings. Follow these steps to factory reset Nest camera or doorbell
Set up: You need the app to connect your cameras to Wi-Fi and get recorded video, you should always use the app to guide you through setup and installation. You can use the Nest app or Google Home app depending on the model you have. Follow these steps to Set up and connect Nest camera.

Let me know how it goes.

Best regards,

Melany

Re: Continuous camera and history problems

dlucas2447 — Sat, 01 Jun 2024 14:41:20 GMT

Please read the case number I sent. I have tried all of these with your support line plus other things. Read the notes from case numbers none of these worked

Re: Continuous camera and history problems

gmelanymelissa — Sun, 02 Jun 2024 22:49:00 GMT

Hi @dlucas2447,

I appreciate all your efforts. Sorry for the inconvenience and thanks for your patience.

We'd like to further check on this. My team would like to learn more about this behavior. When you get a chance, please fill out this form and let me know when you’re finished. We’ll have someone reach out to you via email from there.

I'm here if you have any other questions.

Regards,

Melany