Doorbell not streaming after account migration

[mungroo]

Previously had Nest doorbell running with Google home hub and hub max. The home hubs notified and streamed whenever doorbell was rung - additionally used to get audio notifications. 

Since migrating accounts to Google this has stopped working. Somehow in the migration process (which was flakey as hell) I managed to create another 'home' in the Google Home app. 

My old home lists the doorbell but my new home does not. Both homes are under my new migrated email.

Not sure what to do - any help please ?

[mungroo · Accepted solution]

hi - so I contacted support and talked to someone like you suggested and it appears that all is fixed and well now. Seems like during my account migration, a new Home profile was set up with some products moving over to that and some remaining on my original home profile. What you see in your Google home app is not necessarily what is configured on the back end. Anyway they talked me through moving each product over one by one to the original home profile and now everything works as before. I will now go ahead and delete the new home profile leaving me with only the original. 

EmptyNester thanks so much for setting me in the right direction - really appreciated.

I also have to say that Google support were awesome - called me back straight away, were really patient with me and guided me well. The migration may be flakey but the support was top notch.

Regards

[EmptyNester]

Hi Mungroo,  I'm an end user like you and this is a user forum site.  Google doesn't really read this site.   I had a similar problem but you can only get it resolved by contacting Google Support.  

By the way, my system is flakey as well.  I have the original Google HELLO doorbell.  it goes into this mode where if someone rings the bell I will be notified on my google hub but the screen remains blank.

Here is the link to get tech support:

https://support.google.com/googlenest/gethelp

[mungroo]

many thanks for your reply !

[EmptyNester]

Did you reach out to them?  Were they able to resolve the issue and if so how?

[mungroo]

hi not yet because of their hours of operation - will probably try tomorrow or the weekend.

I was thinking though that in the worst case scenario, I could completely factory reset everything (I have hubs, doorbell, smoke detectors and thermostats), create a totally new account and just set everything up from scratch through the new apps - right ? Rather than having to rely on flakey migrations and patches.

What do you think is that overkill ?

[EmptyNester]

Ummmmm, it is a bit scary to try that.  As I read thru this forum other people have done the "factory reset" only to make things worse and the device can't even be added back to your WIFI.

I'm thinking their tech support will be best.  From the few times I have done it, it has always been a chat experience so be prepared to spend an hour or 2 as tech-support-by-chat is always time consuming.  But if you can get them on the phone that would be even better.

Good luck and please return and let us know if and how it got resolved.

[mungroo · Accepted solution]

hi - so I contacted support and talked to someone like you suggested and it appears that all is fixed and well now. Seems like during my account migration, a new Home profile was set up with some products moving over to that and some remaining on my original home profile. What you see in your Google home app is not necessarily what is configured on the back end. Anyway they talked me through moving each product over one by one to the original home profile and now everything works as before. I will now go ahead and delete the new home profile leaving me with only the original. 

EmptyNester thanks so much for setting me in the right direction - really appreciated.

I also have to say that Google support were awesome - called me back straight away, were really patient with me and guided me well. The migration may be flakey but the support was top notch.

Regards

[EmptyNester]

Hi Mungroo,  Wow, that is fantastic news.  I'm so glad they fixed you up.   I bet a lot of folks have had this issue with the two different home profiles and didn't know it. 

[Brad · Accepted solution]

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread. 

Best Regards,

Brad

Thank you for all of your help, @EmptyNester!

[mungroo]

hi - everything is working now as it should - many thanks !

[Brad]

Hey folks,

At this time, I'll go ahead and lock this thread. If you're still experiencing problems, feel free to start a new thread and we'll be happy to help.

Best regards,

Brad