After having a terribly unhelpful conversation with a Google support representative I am close to returning the Nest doorbell (battery) and Nest Indoor Cam that I purchased a few days ago. Many years ago I jumped on the Ring train, switched over to Blink for the local storage capabilities and recently decided to go in on Google for home security. Expecting more from Google, I thought that their products would at the least be reliable.
Current Issue:
Nest Doorbell (approximately 10 feet from WiFi access point) frequently drops from WiFi multiple times per day at random. Typically it comes back online by itself but this occurs too often for me to dismiss as a non-issue. Added to this, my Nest Indoor Cam (approximately 20 feet from WiFi access point) maintains a connection and has not dropped from WiFi since I set both devices up. In addition to the Google Home app notifications, I also have monitoring configured so that I am aware of when devices connect and disconnect from my WiFi network.
Google Support "Solution":
The entire conversation was spent with the support representative not listening and every question that was asked essentially attempted to push the problem down the road. Final verdict given was to contact my ISP because I have the xFinity XB7 gateway which supports 2.4, 5 & 6GHz (note: 6GHz is a management bandwidth only used by xFinity which customers have no access to). This is how I know the technician was not actually listening to me and instead was performing quick searches to make this appear to be a problem in my network. Again, I stated multiple times that I purchased two Google Nest devices and set them up at the same time. The indoor cam has no issues remaining online and is farther from my access point. I asked for a new doorbell to be shipped so that I could return this presumably faulty unit. I was meandered through sub-optimal 1st level help desk troubleshooting and speedtests when I assured based on my internet speeds and the stability of connection to the indoor cam that my network is not the issue.
Ask:
Who can help me with this? Is this a known issue with Google Nest Doorbells? I called support to get an expert on the line and was provided with the level of help I could receive from a teenager with access to a search engine. The agent told me that there was not much he could do seeing the device currently online and within about 10 minutes on the call it dropped again. I asked the agent to review logs again and was told that he is "telling me the solution" which made no sense. Seriously not a great experience. Not impressed.
