Doorbell camera does not replay videos

[dvillegas43]

Doorbell (2nd generation wired) does not replay video only live stream is viewable. Device has been restarted and set back to factory settings and reinstalled. Only live video plays. After resetting now notifications do not announce. Device is less than two months old. Please help. 

[janthadeus]

Hi dvillegas43,

I’m sorry for the trouble here. Let’s see what’s going on — a few questions: do you have a Nest Aware subscription? Is the doorbell added to the original home structure? Also, are the notifications on in the Google Home app settings? 

Looking forward to your response.

Thanks,

JT

[janthadeus]

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.

Regards,

JT

[dvillegas43]

No. However no where in the documentation does it say a subscription is required. Any and all queries I posted and others who posted the same complaint were not told of the requirement. My son informed me the only way he was able to access and play videos was to sign up. Prior to signing up I followed trouble shooting instructions to either reboot the doorbell or set it back to factory defaults. I did both but videos were still not playing. As soon as I signed up for a subscription (the base plan) videos were active. This needs to be explained in detail and on the box so users can make an informed decision. 

[dvillegas43]

I would like a response. 

[dvillegas43]

Why hasn’t a Google / Nest representative responded?