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Cannot Connect Nest cameras at new house

Ih8NestSupport
Community Member

I have ten outdoor Nest cameras and three indoor cameras. Last week, I moved to a new house, which came with a new ISP in the process. At the previous house, they all worked without any problem. Now when I try to connect them at the new house, I get a mix of random C errors and I just cannot get these to connect.

Does anyone have or know of any other options? 

I tried reaching out to Nest support and I spent easily 2+ hours chatting with an incredibly helpful rep, who despite his best efforts could not help me connect them. He escalated the matter to someone else, who went through a few things with me before telling me he had to escalate to an engineering team and I would get an email back. After several days, the person who reached out to me (Jeff) couldn't possibly be more useless and unhelpful. They attempted nothing at all for troubleshooting or anything resembling actual support. They just sent me 2 links which were just steps I had already done several times with the rep on chat days before. When I called them out on their incredibly half-baked response to the ticket, which they actually tried closing to top it off, their next response was just telling me that suddenly all of my cameras that were just working are suddenly faulty and out of warranty, and my best/only option was to replace them.

5 REPLIES 5

MplsCustomer
Bronze
Bronze

@Ih8NestSupport 

Google Nest does not make the process of changing Wi-Fi settings easy.

I don't know whether you can manage to do this at this point, but Google Nest's first recommendation is to "update your home network so that the network name (SSID) and password are the same as before." (We did this when we got a new router/modem and didn't have to update any of our cameras or doorbells.)  In your situation, that would mean setting the network name (SSID) and password on the router/modem at your new house to the same values as the router/modem at your old house. It's not guaranteed that this will work; Google Nest also says "This will usually work even if you’ve purchased a new Wi-Fi router as long as the manufacturer settings are the same." Doing this would also mean you'd have to update the settings on all of your non-Google Nest devices.

Otherwise, Google Nest's process basically calls for your having removed all of your Google Nest devices from the Google Home app or the Google Nest app while you were still on your old Wi-Fi network before you moved, then doing a factory reset on all of them, and then adding them back to the Google Home app or the Google Nest app.

If that doesn't work, I've seen various other workarounds posted here, but I haven't used any of them.

https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Ctry-the-same-network-name-and-pa...

Hamptons
Community Member

I have exactly the same problem. ( fortunately it was only two cameras. ) I have tried all the suggested fixes to no avail. 
I purchased new units ( my original ones were purchased Jan 2022. ) and they connected easily to the new router. 
( I already had the nest account set up for the next year and didn’t want to switch. )

I guess I am out the $ I spent on the first ones. Not happy, but what else can I do at this point. 
Sorry for your trouble. 

Brad
Community Specialist
Community Specialist

Hi there, 

I apologize for my late response, and thank you for all of your patience while waiting for a reply. I understand how upsetting this may be, and I'm happy to assist you with this. Have you had the chance to check out this article that goes over the procedure of removing a device from your account? If not, I believe it could be very helpful in this situation. Please let me know if you need further assistance. 

Best regards, 
Brad

aatienza
Community Specialist
Community Specialist

Hey there,

 

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. 
 

I appreciate the help, Brad.

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey folks,

 

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie