6 cameras no longer connect

[Whale123]

I've been in contact with support for a month and they have not been helpful so I'm here to seek help from the community before I return the devices.

I have 6 nest battery cameras that I purchased from Costco. They were a 3-pack bundle so I purchased 2. I have 1 indoor nest cam purchased from best buy. The 6 cameras suddenly went offline in the beginning of September and I have been unable to successfully get them to reconnect to my network. They all power on and allow me to go through the setup steps up until adding them to my network and it doesn't connect. I have Xfinity. The steps I followed have been:

• Factory reset cameras and setup
• Make a new home and setup
• Make a new Google account and home and setup
• Reset router and setup
• Use a 2nd device as a hotspot and setup using hotspot
• Setup devices all next to router
• Remove all devices and setup

I'm supposedly in contact with a senior support team and an engineering team but they keep asking the same questions they should already had answers to as I've talked to 3-4 people so I'm done with support. I've paid for nest aware so my last 2 months of aware are being wasted at this moment. Has anyone experienced this and figured out how to fix it? 

[djanse]

I have the same issue with my Google Cams and Door Bell.  I have Xfinity and have tried the Xfinity provided modem and purchased the supposedly compatible Motorola MT8733. Still no luck. Extremely frustrating. I can connect Blink, Ring, Arlo and Wyze with no issues. I also some original Next cams that can connect as well. My gut tells me there is some issue with the Google Home App.

[Whale123]

After a month, I finally solved it this morning. I had to on the router I had to turn off 5 GHz and connect to 2.4GHz and then you can turn on 5GHz again. 

[djanse]

I have tried that on the Motorola Router but not the xfinity one. I guess I will give that a try. 

[djanse]

What model  of the Xfinity modem do you have. Do you mind sharing? My issue is that I purchased the Motorola so I would not have to pay a monthly fee. It was expensive at 400 US. It's past my return time to Best Buy.

[Whale123]

We have the xFi Gateway. 

[djanse]

There are currently two models out there. I have the XB8-T

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[MplsCustomer]

We've had an Xfinity xFi router/modem for quite some time now, with other Xfinity router/modems before that, and have never had to turn off 5Ghz. We use the same SSID for both 2.4 GHz and 5 GHz, with 2 Linksys routers configured in bridge mode to serve as access points, with cameras, doorbells, and Nest Hubs.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad