Changing doorbells

[pmendias]

My original Nest doorbell was not working so bought a new one and installed. Video is not video, just a still shot as movement enters the screen and there is no sound but I receive sound notifications in the app. I deleted the old device, I've added and deleted the new device and still the same issues. My subscription renews in a couple days and I don't want to renew if this is the service I'm going to get. I never had any problems with my original doorbell, my wifi has not changed, what needs to happen to get my old level of service back?

[MplsCustomer]

@pmendias 

Google Nest no longer allows customers to purchase new 1st gem Nest Aware subscriptions:

"As of July 13, 2023, Nest will no longer sell new subscriptions of 1st gen Nest Aware. Any subscriptions that you currently have will continue to renew."

https://support.google.com/googlenest/answer/9228198

If you had a 1st gen Google Nest Hello Doorbell and replaced it with another 1st gen Google Nest Hello Doorbell, you cannot transfer your 1st gen Nest Aware subscription to that doorbell, nor can you purchase a new 1st gen Nest Aware subscription.  (Google Nest has been trying to move us off of 1st gen Nest Aware subscriptions since 2019.). And without a Nest Aware subscription, on 1st gen Google Nest cameras and doorbells, all you get for video history are snapshot photos for events in the most recent 3 hours (https://support.google.com/googlenest/answer/9681538)

If you want video history, you'll need to purchase a 2nd gen Nest Aware or Nest Aware Plus subscription (and if you haven't already done so, you'll need to migrate your Nest Account to a Google Account in order to purchase a 2nd gen subscription).  (We migrated our Nest Account to a Google Account and got on a Nest Aware Plus subscription back in 2020.  That subscription covers all of our 1st and 2nd gen cameras and doorbells.)

[pmendias]

I appreciate your response and had read some of the explanations in other posts to have a good idea what was going on. I don't understand, however, why there wasn't some notification from Nest or Google (yes, I finally migrated when the problem started) when I installed my new doorbell so I could approve a new subscription and not have to go through all this research only to find out there's no possible way to just call someone and have them tell you what the problem is, take your new credit card information (as mine has expired since last year and there's no way to change it online) and continue receiving the same service you had been. In all, this is a huge customer service failure on the Nest/Google Team's part.

[MplsCustomer]

@pmendias 

I don't know whether Google Nest sent out any notification about not selling new 1st gen Nest Aware subscriptions starting in 2023, since we've been on a 2nd gen subscription since 2020.

But the Nest Aware subscription process is cumbersome, and there are many posts about it in this forum.

If you do need to contact Support, this is the process you need to use:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.