Google Doorbell (Wired 2nd gen) not working with puck yet works without puck

[a1234]

Hello everyone! 

I recently installed a Google Wired doorbell but found that the chime did not work. After removing the puck I found the doorbell chime did work, however after doing so the doorbell chime started having a faint humming sound. My transformer is rated 10V16VA. How should I move ahead? 

[MplsCustomer]

@a1234 

Google Nest says you need a 16-24V 10-40VA transformer:

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

Many customers in this forum, including us, have found they needed to upgrade to a 16V 30VA transformer.

Some customers have had defective chime pucks that they needed to get replaced.

[a1234]

Sorry, I meant 16V10VA. How would I get a replacement puck?

[MplsCustomer]

@a1234 

You would have to contact Support, using the link and instructions in this post: https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

But it could also be your transformer; we upgraded from a 16V 10VA transformer to a 16V 30VA transformer several years ago when we got a second Nest Hello Doorbell and it couldn't ring our indoor chime.

[EdmondB]

Hello a1234,

I'm sorry to hear about your experience on your Nest doorbell. 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.

Thanks for the help, @MplsCustomer.

Regards,
Edmond

[a1234]

Thank you, I completed the form.

[Jenelyn_O]

Hi everyone,

@a1234, I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

I appreciate the input, @MplsCustomer and Edmond.

Best,

Jenelyn