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Camera offline message yet solid green light, only had it up and running for 2 days

Wkd_lil_law
Community Member

Finally got the wired doorbell hooked up Thursday, had the pleasure of its functionality for a glorious 2 whole days before I got "offline" message.

But the light is green, so apparently everything's supposed to be A OK... Well no, not if you go and read previous threads on exactly this issue!

Google team are aware and they seem to simply close down threads after people get fed up of wasting months and months with a doorbell that is 99% offline, only to go and buy a basic bell and chime from the poundshop!

I purchased both the nest thermostat and hello doorbell last year. Safe to say they've been nothing but problems!

I had to get a replacement thermostat because the original one just didn't bloody work at all, now it looks like I've spanked hundreds of pounds on a doorbell that doesn't even ring!

Woe is me. I'll probably keep trying factory resets etc for a week and then throw it in the bin.

9 REPLIES 9

MplsCustomer
Bronze
Bronze

@Wkd_lil_law 

Is it possible that, due to your doorbell's location, the doorbell is getting a weak Wi-Fi signal that got it by for a couple of days? When we got our first Nest Hello, we had to position our old Wi-Fi modem/router slightly to ensure a good signal or it would drop offline. (The one we have now provides a stronger signal.) And rather than going through the hassle of a factory reset, you could--if you can--turn off the doorbell's circuit for a short while just to restart the doorbell and see if that brings it back online. Good luck!

My phone has full wifi signal on my driveway as the router is only 6 feet away from the doorbell.

I ran through some troubleshooting yesterday with Google support, they've escalated it to second line but haven't called me back yet.

I will try powering it off this morning for a longer period as you suggested.

Thank you 

aatienza
Community Specialist
Community Specialist

Hey Wkd_lil_law,

 

Let's see what's going on — could you tell me the case ID from your interaction with our support team so I can take a closer look? Also, let us know how it goes after turning off your camera.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey Wkd_lil_law,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey Wkd_lil_law,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

Hiya, still no change. 

My case ID is [1-7162000032906]

aatienza
Community Specialist
Community Specialist

Hey Wkd_lil_law,

 

Thanks for the information. Our team sent you an email — have you received it? If so, I'd suggest replying to it and continue the conversation there as I'll be locking the thread after 24 hours.

 

Thanks,

Archie

Wkd_lil_law
Community Member

Thanks, but I've already killed the supply a couple of times, and hit reset on the doorbell and the router.

I have full strength signal at the doorbell which is only a few feet from the router, and of course according to Google, if you have a green light, it means it's connected and no issues.

@Wkd_lil_law 

Well, then you've tried everything I would. Perhaps you're plagued with the same problem some customers are reporting lately, where the Google Nest app or Google Home app reports that their Google Nest camera or Wi-Fi hub is offline, but it is still actually online and working. Can you access the camera stream on your Nest Hello? If not, then it seems your status light is reporting a phony status and maybe you have a defective doorbell and need to seek a replacement.