Dead Doorbell

[maellab]

My Nest doorbell suddenly just died. Not battery died. Died died. It was still working on 9/15 in the morning but since then it wasn’t connecting. So I took it down to charge (even though it said it had over a week left of charge) and the status light wouldn’t light when plugged in. Not using any plug or any cord. I tried disconnecting and reconnecting it to my app (which I’d seen someone else do on a forum) but because it’s not on of course it didn’t reconnect 🤪  So I tried restarting it, with no luck. Tried factory resetting it, but nothing. Did it just crap out? It’s only two-ish years old. 

[EdmondB]

Hello maellab,

I'm sorry to hear about your experience on your Nest doorbell and thank you for doing all the troubleshooting steps. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Edmond

[maellab]

Thank you, Edmond! I have filled out the form 

[choklitte]

This is exactly what's happening to me too. Same nest doorbell that's 1.5yrs old. I also filled out the form 2 days ago but nobody has gotten back to me yet. No confirmation email, nothing.

[zoeuvre]

Hi folks,

@maellab, thanks for the update. We got the form you've submitted — thanks for filling that out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

@choklitte, thanks for bringing this attention — that is not what we wanted you to experience. Let me take a look at this for you. Have you tried checking for the LED status of your doorbell? Often, this indicator reveals the situation. For more information about the different LED statuses, refer to Nest camera and doorbell lights and sounds. Also a few questions: 

1. Do you have a wired or a wireless setup?
2. Are you able to check the camera feed?
3. Did you receive any notification from the Google Home app?
4. Did you notice or experience any power outages recently?

Keep us posted. 

I appreciate your help, Edmond.

Regards,

Zoe 

[choklitte]

Thank you for getting back @zoeuvre . Here are the answers to your questions:

1. I have the 1st Gen Battery Doorbell but have it wired to my existing home doorbell.

2. No camera feed. It says "Device offline"

3. I just got 1 notification that's saying my device is offline then no notifications since.

4. No power outages

It worked very well for 1.5yrs but just went offline last week. I restarted all my routers (which hasn't changed). When that didn't work, I tried restarting the doorbell (5 seconds and the white light comes on) but that didn't work either. So I tried resetting it to factory settings. I've been pushing the reset button for around 20 (even 30) seconds already but other than the white light at 5 seconds, there was no chime that indicates it has been reset - no lights to tell me it has been reset either. I tried plugging it in to charge but is not responding in any way. I didn't want to remove it from my Google Home app yet as I have all the face detection and all the setup you do for Nest Aware. 

I really hope you can help me.

[zoeuvre]

Hi choklitte, 

Thanks for the details. Could you also fill out again this form so we can dig deeper into this? Let us know once you're done.

Kind regards,

Zoe

[choklitte]

@zoeuvre, thanks. I've filled out the form

[zoeuvre]

Hello there choklitte, 

Thanks, we got your form. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help

Cheers,

Zoe

[choklitte]

Hi @zoeuvre. It's been 3 days since I sent the form. How long do I have to wait for someone to get back to me? 

[Lance_L]

Hello everyone,

@choklitte, I apologize for the delayed response. I’ve sent a follow-up to the team working on your case. Hang tight; the team will let you know once we have more information to share.

Thanks for the help, Edmond and Zoe.

Best,

Lance