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Cold weather concerns with Nest Doorbell Battery

fernadno
Community Member

Hi,

Similar to some other posters here, I recently noticed that my Nest Doorbell battery (activated 2021-08-28), although wired, had lost much of its charge (down to 3%, indicated a 23 hour time to charge in Google Home app).

The 23 hour recharge estimate remained unchanged for 3 hours when kept wired to doorbell wiring.

From another recommendation on the forum, I decided to try unplugging from the doorbell wires and taking the doorbell indoors to charge via USB cable until 100%.

My doorbell remains plugged into a USB port, showing 2% charged, and an 18 hr 29 min time until full. It has been plugged in now for 1 hour, with no noticeable change in charge condition.

Outdoor temperatures have only recently dropped to below 0 degrees Celsius for longer than a few hours (max -7 degrees C).

Should I be concerned about the battery condition and how this doorbell is reacting to colder weather? Winter has yet to truly begin, and I am worried that this doorbell will not be functional as temperatures continue to drop. I know that ambient operating temperatures fall within -20 and +40 C (as indicated here).

 

 

 

1 ACCEPTED SOLUTION

Brad
Community Specialist
Community Specialist

Hey folks,


We appreciate the feedback on our battery Cameras and Doorbells. Our team is looking closely into this behavior, and we will continue to pass along reports we see here in the Community. To learn more about cold weather battery charging behavior in Nest cameras and doorbells, please stop by our Help Center.

 

Best regards,

Brad.

View solution in original post

606 REPLIES 606

JeepKid
Community Member

UPDATE: While I finally wanted to give an update to what we ended up doing.  Sorry it took so long my Birthday was this past week and later I came down with a stomach bug.  So, I've been busy with life and sickness; if it wasn't for this, I would have updated you all earlier.

First things first we did get a Brand-New Doorbell from Google as a replacement instead of a possible refurbished model.  I got it charged up via USB and set it up after factory refreshing the old one and boxing it up for return.  The new one this time had a Manufacture Date of 11/21 and I had noticed that before it updated it had firmware 1.57 on it not the 1.59 that some (including me) had thought might be the original factory firmware.  Next, I set it up outside just like the old one; events, battery, video, audio, etc. setting all the same.  We gave it about 2 weeks to drain (we had a lot less events this time triggering the camera) to this time 66% instead of the 63% I had last time.  It never charged in 30-degree Fahrenheit or below weather still while plugged in, just like the other one.  For the next 48 hours after that I shut off the events and let it set to see if it would charge then; still no charging.  So, I removed it and brought it inside and let it set for 4 hours to warm up, then I charged it via the plug-in transformer.  I checked the charge before I removed it (66%), right when I brought it inside to warm up (65%), and just before I plugged it back in after warming up (back to 66%).  I think it was right on the edge of ############%, but I started charging it inside now with the plug-in transformer and after a 4 hour warm up in 70-degree Fahrenheit heat.  For the next 12 hours it only went up to 69% and stopped, it wouldn't go up anymore.  I gave it another 12 hours and according to the App/Assistant it still had 69%, but right after I unplugged it and was to box it up for return, I checked it once more and it was at 73%.  So, in 24 hours in warm enough temperatures the battery went up 8% with no events. But with this poor of battery performance in the cold and since we were in still within the return window to get a full refund, we just decided to return it and hope that the rumors are true that they are coming out with a new improved wired model.  We aren't too bummed as this was our first Smart Camera/Doorbell and we live in the country.  We mainly bought it to see when we received packages, keep an eye on some outdoor cats that we want to protect from predators that eat their food, make sure no one slips on the ice during the winter coming in from the garage (house and garage are two separate buildings), and know when one of our relatives comes over (they never knock or use the doorbell, they just walk-in unannounced).

DemonI81
Community Member

My Nest Doorbell went offline today at -1 F.   Who makes an outdoor security device that goes offline when it's barely winter in NY?  Google apparently.   Between the video feed not being available in the Nest app or the Nest webpage, the fact that I can only save events and not any slice in the recording I want, and now this,  regretting this purchase more than Battlefield 2042.  This is just plain unacceptable Google.  Why is it always 1 step forward, 5 steps back with you?  When did you become Microsoft?

 

Also, why is the battery draining when it's wired in?

 

 

 

 

 

 

 

mpb65
Community Member

I've had to unwire mine, bring in to charge, and will then have to rewire.  Minus 20C here in Toronto.  We'll see how long this lasts.  Obviously, the battery is crap.  My cheap outdoor solar Christmas lights somehow manage to charge up everyday and stay lit all night!  Google should be ashamed for releasing this product.  If you are Twitter, please make sure to post your thread on their product feed.  I think it's madebygoogle.

mpb65
Community Member

Make a Warranty Claim

mpb65
Community Member

You should be concerned.  Mine has been dead for the past 5 days when the temperature dipped below 0.  Pathetic product design.  I finally had to unwire it, bring it in to charge via USB, and re-wire.  We'll see how long it lasts.

dassub
Community Member

So for those who unmounted the doorbell to charge it inside, did you disconnect power from the transformer first? Or is it relatively safe to leave 16V30VA wiring as-is outside for the few hours it will be unmounted?

firmwaredev
Silver Product Expert
Silver Product Expert

Well, it's not really that dangerous, but you could get a mild shock if you touch across the wires.   If you short them, it likely will trip the breaker on the circuit (although that depends a bit on the transformer rating and other things connected to the low voltage side of the transformer.  It's best to turn off the breaker proactively.  Granted, if you have other things on that circuit that are important, you're going to be without them.  You could turn off the breaker, disconnect the doorbell, then tape up one (or both) of the wires with electrical tape to keep them from shorting, then turn it back on until you're ready to re-install.

If you touch the wires your doorbell will ring, not trip the breaker 😛 

It's low voltage, not really risky keeping the circuit live while doing it. But as any good electrician will tell you, always disconnect power before working on anything. The same good electrician that will always work on live circuits 🤣

firmwaredev
Silver Product Expert
Silver Product Expert

Sorry, yes I was talking to the general case which could include just a transformer without a chime. Even then it won't always trip (as I mentioned).   Indeed, if a chime is connected it won't trip the breaker.  There is a risk of burning up the chime solenoid if you keep it shorted for  a long time, however.   Some chimes have protection against that, some don't.   Agreed that in general, best to turn off the power.    I do often work on live circuits myself, in full disclosure - even full 120v ones :).  

staceybassoon
Community Member

I just wanted to add myself to this list of people with problems. I'm in Michigan, and started recently to get the low charge message. Today it's 30 degrees F. I plugged it into an adapter, but I'm getting the message that it can't charge due to extreme temperatures. I'm incredibly disappointed. I actually had mine installed by an electrician.

 If you are outside the Return window, make a Warranty Claim:

 

What does this warranty cover and how long does it last? Google warrants that a new Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you. If a Google Product has been refurbished by Google or a third party authorized by Google  (“Refurbished”), Google warrants that the Refurbished Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google's published user documentation for ninety days from the original date of retail purchase by you (these warranties are collectively referred to as our “Limited Warranty”).


What will Google do? (THIS IS YOUR EXCLUSIVE REMEDY) If a defect covered by this Limited Warranty arises and you return your Google Product as directed by Google during the Limited Warranty period (which is one year for new Google Products and ninety days for Refurbished Google Products), Google will elect in its sole discretion and to the extent permitted by law to repair your Google Product using new or refurbished parts, replace your Google Product with a new or refurbished Google Product functionally at least equivalent to yours, or accept the return of your Google Product in exchange for a refund of the purchase price you paid for your Google Product. If Google repairs or replaces your Google Product, the repaired or replaced Google Product will continue to be warranted for the remaining time of the original warranty period. All returned parts for which you have received a replacement will become the property of Google. Repair or replacement may result in loss of data. Nothing in this Limited Warranty will reduce or otherwise affect your statutory rights in relation to your Google Product.

 

Please post your concerns on the Google Nest Facebook Page.  

jonen
Community Member

Has anyone tried the defective/warranty route? I'll need to take a look tonight because their "Contact Us" section is just a huge wall of text. I bought my doorbell right when it came out in August (silly me), so I'm out of the standard return window. There I was thinking newer would be better than the Nest Hello, now I'm stuck in this cold mess.

mpb65
Community Member

VERY GOOD IDEA!  I think it's time for everyone to start Warranty Claims for this doorbell as a defective product. 

Here is the warranty information from Google's web page.

If you are within the one year window, make the claim.  This will get their attention.

What does this warranty cover and how long does it last? Google warrants that a new Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you. If a Google Product has been refurbished by Google or a third party authorized by Google  (“Refurbished”), Google warrants that the Refurbished Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google's published user documentation for ninety days from the original date of retail purchase by you (these warranties are collectively referred to as our “Limited Warranty”).


What will Google do? (THIS IS YOUR EXCLUSIVE REMEDY) If a defect covered by this Limited Warranty arises and you return your Google Product as directed by Google during the Limited Warranty period (which is one year for new Google Products and ninety days for Refurbished Google Products), Google will elect in its sole discretion and to the extent permitted by law to repair your Google Product using new or refurbished parts, replace your Google Product with a new or refurbished Google Product functionally at least equivalent to yours, or accept the return of your Google Product in exchange for a refund of the purchase price you paid for your Google Product. If Google repairs or replaces your Google Product, the repaired or replaced Google Product will continue to be warranted for the remaining time of the original warranty period. All returned parts for which you have received a replacement will become the property of Google. Repair or replacement may result in loss of data. Nothing in this Limited Warranty will reduce or otherwise affect your statutory rights in relation to your Google Product.

mpb65
Community Member

I tried.  They refused.  Even after I quoted them their own warranty terms, word by word.

Make sure you post negative feedback on the Google Nest Facebook Page under one of their doorbell posts and use the hashtag #nestdoorbell after your comments.  Maybe public shaming will move them.

 

mpb65
Community Member

I did today.  Got the following response:  "Sorry for the inconvenience, but no refund".  In complete violation of their published warranty.

 

mpb65
Community Member

Ok everyone.   Enough is enough.  Time for everyone to start making Warranty Claims (within one year of purchase) if you are outside your return window.  

Here is the info from Google's web page:

What does this warranty cover and how long does it last? Google warrants that a new Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google’s published user documentation for one year from the date of original retail purchase in its original packaging by you. If a Google Product has been refurbished by Google or a third party authorized by Google  (“Refurbished”), Google warrants that the Refurbished Google Product (including any ancillary parts that may be packaged with it) will be free from defects in materials and workmanship under normal use in accordance with Google's published user documentation for ninety days from the original date of retail purchase by you (these warranties are collectively referred to as our “Limited Warranty”).


What will Google do? (THIS IS YOUR EXCLUSIVE REMEDY) If a defect covered by this Limited Warranty arises and you return your Google Product as directed by Google during the Limited Warranty period (which is one year for new Google Products and ninety days for Refurbished Google Products), Google will elect in its sole discretion and to the extent permitted by law to repair your Google Product using new or refurbished parts, replace your Google Product with a new or refurbished Google Product functionally at least equivalent to yours, or accept the return of your Google Product in exchange for a refund of the purchase price you paid for your Google Product. If Google repairs or replaces your Google Product, the repaired or replaced Google Product will continue to be warranted for the remaining time of the original warranty period. All returned parts for which you have received a replacement will become the property of Google. Repair or replacement may result in loss of data. Nothing in this Limited Warranty will reduce or otherwise affect your statutory rights in relation to your Google Product.

DemonI81
Community Member

Gonna be a fight... 

https://support.google.com/product-documentation/answer/10748606?hl=en-IN#:~:text=Your%20Nest%20Cam%....

Here they list the temp limitations, but what we've got going for us is, nowhere in the store listing do they state these limitations.  I'm sure they're going to try to argue that the product documentation states the limits, but again, this would need to be provided in the store/advertisements for them to deny, I believe.  

Also, the fact that they stress "Never miss the important stuff" repeatedly in the Google store ad/product page, tells me this is false advertising, as it should say "Never miss the important stuff, unless it get's a little cold".

mpb65
Community Member

The weather here is well within the limitations range.  The battery is simply crap.  My cheap solar powered Christmas lights manage to charge all day and stay on during the cold spells.

jonen
Community Member

I need to go back and review some of the latest posts, but I'm in the midwest and my doorbell hasn't dropped below -4°F. I should be easily within the temp range and the fact that my doorbell has been wired since day 1 should only be a plus. Still crazy to me that this issue hasn't gotten more visibility on forums / tech sites...

firmwaredev
Silver Product Expert
Silver Product Expert

Yeah, the shutdown due to being below -4F is a separate issue, really (although annoying, obviously).  The main issue of this thread is that when it's cold, but within stated operating temps, it has reduced (or zero) ability to charge.   See others posts for more details about why this likely is the case, from a design perspective.  Regardless of that, Google should have warned in their advertisements that it would not work well in cold weather.

This brings me back to the question I asked in my first replay on this topic: Why does it need to charge if it's wired in?  It's on power, not on battery.  The power being supplied should be enough to run the device without the battery ever draining, especially if the power is enough to run the device AND charge the battery normally.

firmwaredev
Silver Product Expert
Silver Product Expert

See my other posts for details on why that is likely the case. It has to do with the device being in series with the door chime, and limits on how much current you can draw in that situation.   That combined with this device likely taking a fair bit more current than other models because of the local AI, and you have a situation where it can only run off of the battery w/ trickle charging only.  The design assumption would be that the duty cycle of the device is low overall.

 

Link to one of my prior posts that gives more detail about this: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Cold-weather-concerns-with-Nest-Doorbel...

mpb65
Community Member

I had a Chat this morning with Google Support.  They are refusing to honour their warranty.

Please go to the post I just posted on their Facebook Page and share your likes and comments there please.

Time to make this a media campaign and potentially small claims court action.

https://www.facebook.com/googlenest

mpb65
Community Member

4 degrees Celsius.  Doorbell has shut down.  Gone from 65% to 25% in one day, with virtually no events taking place.  Shame Google for allowing this to continue without a solution.

mpb65
Community Member

Too funny.  Google deleted my complaint from their Facebook Google Nest Page.

 

I've reposted it.  Please go like it before they delete it again!

dassub
Community Member

I have to admit, mine has never actually shut off, since being plugged into my 16V30VA doorbell transformer and mechanical chime since August.

During August to December here in Toronto, the temperature was usually above 0.  The battery maintained a charge between 65 and 75%.

Since January, it's steadily dropped and has gone down to 35% today.  I decided to bite the bullet and bring it inside to charge.  The forecast doesn't get above 0 for a long time.

I will say this - if it only requires manual charging once a year, I might be willing to put up with it.  It made it 5+ months before I preemptively decided to charge it manually.

firmwaredev
Silver Product Expert
Silver Product Expert

Yeah, it's all about the balance of events vs charging rate (and impact of cold on that rate).  If you're light on events, you may well be able to ride through the periodic cold spells.  That's the mode I'm in right now, after tweaks to zones to reduce events.

mpb65
Community Member

Everyone, please start posting on the Google Nest Facebook page.  Just search "Google Nest" on Facebook and start posting under the Doorbell post.  Time to embarrass the hell out of Google if they won't respond or issue refunds for this defective product.

CastenS
Community Member

This is the Convo between me and Google over Facebook Messenger. 

 

Me: 

Have a brand new Nest Doorbell Battery. It's wired into my old doorbell.

Below 0°C the battery does not charge at all.

You are selling this product in Canada where we have below 0°C for month on end. You advertise that the battery works down to -20°C and the wiring will keep the battery charged. This is not so. I am very disappointed at this camera. Even that it only works to -20°C. It gets below this for weeks on end. You should not sell a product in Canada that does not work for weeks/month.

If the camera only works half the time, maybe you should only charge half.

 

Google: Hi Carsten, we're sorry to hear that. We're always looking for ways to improve and we'll take this as feedback. Nest doorbells are designed to be able to withstand extreme temperature conditions. However, if the device's internal temperature drops below 25°F (-5°C) and loses power, the doorbell may continuously reboot as it attempts to restart during cold weather. We'd suggest bringing the device inside and let it warm up to room temperature in a warm, dry place. After the device has warmed up, it would be best to reinstall the doorbell before the device temperature falls outside of the operating temperatures, or wait to reinstall the doorbell on a warmer day.

 

Me: So you are telling me I should bring the doorbell inside in November and take back outside in May? 

 

This is not mentioned anywhere on your website or stores. 

 

You are selling a product in Canada not designed for the climate in Canada and there is nothing on the box informing Canadian Customers about this. 

 

There are a lot of customers I know that are NOT HAPPY with a product that by design will not work for month at a time.

 

Google: We're sorry you feel that way. There's nothing we want more than to provide the best experience with Made by Google devices — we'll be sure to learn from this to streamline our products and processes in the future.

 

Me: So what recourse do I have now after spending so much money for a product that I can not use?

 

Google: 

CastenS
Community Member

Some more: 

 

 

Google: This may not be the answer you're looking for, but we can only do replacement as per our Limited Warranty policy if the device is proven defective. Learn more here: https://bit.ly/38g1sIs

 

Me: 

So don't you think it's borderline FRAUD to sell a product to hundreds of Canadian if Google knows that the product does not work?

Well I guess you will not give an answer to that.

After having purchased 2 pixel 6 pro, hub max, various speakers and doorbell cameras I now consider replacing everything with products that work IN CANADA

mpb65
Community Member

I would have thought multiple users all having the same issue with doorbells dying once it hit anywhere short of 0 degrees would be enough evidence.  Maybe not for Google, but certainly for a small claims court judge.  Does anyone have any tech media contacts.  Time to hit back.

@CastenS 

If Google Nest Support says "if the device's internal temperature drops below 25 degrees F (-5 degrees C) and loses power, the doorbell may continuously reboot as it attempts to restart during cold weather", then isn't Google admitting that the Google Nest Battery Doorbell fails to operate within its stated operating temperature range of -4 degrees F to 104 degrees F (-20 degrees C to 40 degrees C)?

That's what they say. I simply copy and pasted the conversation. 

mpb65
Community Member

Please keep posting your experience on the Google Nest Facebook Page.

 

mpb65
Community Member

That was my experience today during a chat with Google when I pointed out that their warranty covers defective products for 12 months and offers a full refund upon return of the defective product.  Despite cutting and pasting it from their website to show the Customer Rep, after he consulted his other "resources" at Google, the response was basically "too bad",  you are not getting your money back.  

I then posted this twice on the Google Nest Facebook page and each time the page admin deleted it.

Time to reach out to tech media, start small claims court actions, and post negative comments on their Google Nest Facebook page repeatedly.

firmwaredev
Silver Product Expert
Silver Product Expert

Wow, that initial response was just weird (the one about it rebooting over and over if powered off/on while it's cold).   I mean, it's an interesting data point, but completely irrelevant to the question you asked.  Clearly they're just pulling premade responses from a list.  They didn't even remotely understand your question.

3 months out of warranty and bang died on a few cold days.   Garbage

Called support.  Won’t do anything even though it is a clear design flaw!!!

mpb65
Community Member

Post negative feedback on the Google Nest Facebook Page.  Make sure you use #nestdoorbell at the end of your post so that everyone searching this doorbell can see the results!!