Existing electronic chime not working with new Nest doorbell

[GaryK1474]

Hello, I have just installed a new Nest Hello doorbell. I have upgraded my transformer to 16v 30. Everything is connected as instructed by the Nest app install directions. The doorbell and camera work fine. The existing electronic chime does not chime when doorbell is activated. Tried removing the puck as suggested by other threads, but the electronic chime then just continued to ring, and the camera then indicated it had no power. Reconnected everything back as initially instructed and still no chime. Any suggestions would be greatly appreciated.

[MplsCustomer]

@GaryK1474 

Do you have "Chime duration" turned on, and have you experimented with the chime duration setting?

https://support.google.com/googlenest/answer/9317473?hl=en&sjid=1060919730403133787-NA#zippy=%2Cchec...

[GaryK1474]

Yep. set at 10 seconds currently. No sound at all. The outside chime works just fine, but can't hear it in the back.

[MplsCustomer]

@GaryK1474 

There have been reports in this forum from customers who have had faulty chime pucks for their 2nd gen Google Nest Doorbells (causing their indoor doorbell chime not to ring), and who had success when they got the chime puck replaced.  But I haven't seen any posts about a similar problem with the older Google Nest Hello Doorbells (which Google Nest is no longer selling).

[GaryK1474]

It appears I was mistaken. I have a wired 2nd gen. I should have verified before posting, sorry.

[MplsCustomer]

@GaryK1474 

Perhaps it would be worth contacting Support to see if your chime puck is faulty. You can use the link and instructions in this post:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[MplsCustomer]

@GaryK1474 

You could also double-check how you've wired your chime puck.  The second diagram on the Google Nest Help topic below is labeled incorrectly; it should say: "Two Nest doorbells, one chime".

https://support.google.com/googlenest/answer/12153643

[GaryK1474]

I have contacted support, gone through the available steps, (same as on the web help). They have now passed me on to the next team and will contact me in a few days. Thank you very much for your suggestions.

[EmersonB]

Hey everyone, 

@GaryK1474, thanks for reaching out here in the Community. How's it going with your Nest Doorbell? In case you have an update or additional questions and concerns, you know where to find us.

I appreciate the help, MplsCustomer.

Regards,

Emerson

[GaryK1474]

Hi EmersonB,

Here is a bit of their response from 'Josef.'

"This is Josef from the Google Nest Senior Support Team. I've received an update from our dedicated team. As you are having issues since installation. If the chime never worked, ensure that the wire setup, chime, and transformer are compatible with the Nest Doorbell."

Apparently they do not pay attention, as I had to restate the background and explain it all, again. The following is the last from them.

"This is Josef from the Google Nest Senior Support Team. Please get back to us, so that we can process the replacement of the chime connector. "

This came with three separate choice boxes for a response. "Yes",  "No" or "Yes, continue with the order." I clicked continue of course. Can't help but wonder though, do they even know where to send it? We'll see what happens. Thank you very much for your help!

[EmersonB]

Hello GaryK1474, 

We appreciate your update here. Normally, when there's a replacement, our support team would ask you your mailing address and verify some information. They need it to fill out the form for your replacement. Please don't hesitate to update us here, we'd be glad to hear it from you.

Best,

Emerson

[GaryK1474]

Emerson,

After communicating with them, they did ship a new puck. It is now installed and works perfectly.

[Jenelyn_O]

Hi there,

@GaryK1474, thanks for the update. We're glad to hear that it works perfectly now. Please feel free to create a new thread if you have other questions or concerns, as we'll be willing to assist you.

I appreciate your help, @MplsCustomer and Emerson.

Cheers,

Jenelyn