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Audio breaks up from Google doorbell (battery) to Google hub (gen 2)

HazeWare
Community Member

When Im talking from the Google doorbell (battery) to Google hub (Gen 2) the sound drops out frequently so that you cannot understand what is being said through the Google hub (doorbell speaker is fine).  I have a ASUS 802.11ax WiFi6, which is connecting to the doorbell @ 5GHz 802.11n and to the hub @ 5GHz 802.11ac.  The router is about 15 feet from the doorbell and about 20 feet from the hub, any fixes please?

21 REPLIES 21

HazeWare
Community Member

any ideas, still having the issue

FredyMx
Community Member

I have the same problem, in the other devices I hear the audio fine except in the Google hub (Gen 2) and I already did a factory reset but it didn't fix it.

Any suggestions to solve the problem?? before returning the product

HazeWare
Community Member

Im still having the issue, just dont have time to call google customer support

BH2
Community Member

Having the same exact problem . Please let me know , i have mine on 2.5 GHZ

FredyMx
Community Member

Same problem and no solution. I prefer to return the product.

The Nest Hub Max works perfect with the doorbell, but is very expensive for all rooms.

BH2
Community Member

Maybe try another one 

HazeWare
Community Member

My issue is still there, to busy to call customer support

Jake
Community Specialist
Community Specialist

Hey all,

 

Sorry for the late reply. I wanted to follow up and see if you had any questions from here? Please let me know, as I would be happy to take a closer look.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey all,


I wanted to check in and see if you are still in need of any help with your device? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

HazeWare
Community Member

Hi, 

 

Im still having this issue, I tried to factory reset the google hub and google doorbell multiple times, I've updated the firmware on both devices, I've also factory reset my router.  The sound drops out frequently so that you cannot understand what is being said through the Google hub

BH2
Community Member

Hi 

I had the same problem.  I replaced my router to a netgear nighthawk and problem solved !!!

HazeWare
Community Member

Thanks for the update, what router brand did you have before?

There should be an easy fix, I shouldnt need to replace my router

BH2
Community Member

It was an Asus and I understand you , but it worked for me . Hope you get an answer that works fir your problem  , take care ✌️

Jake
Community Specialist
Community Specialist

Hey all,

 

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

Vinnybobdog
Community Member

I returned mine and ended up using an old Nexus 5x on an  magnetic mount on the fridge, works great! (anything but a 2nd gen nest hub works without issue) 

For those who have kept theirs a form submission shouldn't be needed; this is not an intermittent issue; it can be consistently reproduced.   Anytime a user uses the mic on the nest doorbell via a nest hub 2nd gen, the audio and video stutter.

Work on a update/fix and test until the consistently reproducible issue is addressed, then make it available to the public; everyone here would be grateful.

Jake
Community Specialist
Community Specialist

Hey all,

 

I wanted to follow up, and see if you are in contact with our Team further about the issue. Please let me know if you are having trouble with the form, or have not heard from our Team. I would be happy to review.

 

Best regards,

Jake

HazeWare
Community Member

I filled out the form, hopefully theres a fix

Jake
Community Specialist
Community Specialist

Hey there, 

 

It looks like we received your filled out form, and we have passed this on to the correct team where they will be reaching out to you about your issue. I'm going to go ahead and lock this thread.

 

Best regards,

Jake

Vinnybobdog
Community Member

Same issue same two devices (bought them today)

  • Recordings are clean (clean audio and video)
  • Phones do two way without issue (two pixel 5s and and iphone)
  • Ipad does two way without issue

The choppy / unusable two way is specific to the hub 2nd gen.  

I have

  • Reset it
  • Put it on the 2ghz
  • Put it on the 5ghz
  • Restarted it
  • Restarted all my APs
  • Restarted the AP controller
  • Cycled the modem

We have gigabit to the house, and I just tested and getting 960 down and 30 up.

This really is an issue with how google is delivering the stream to this device, specifically.

Ill consider returning the hub for a max (because everything but the hub second gen seems to work) but sheesh google.  

There is no way they aren't aware of this.

An ETA on resolution would be nice

 

I kinda gave up, I've done everything that google search has provided, but no answer!!!  Now, I about to fill out a form

KUMA1211
Community Member

I have the same issue.

hope there are some solutions.