How to get actual assistance.

[Tmgbhoy]

I have been having issues with my indoor nest camera for around a month now.  I contacted Google Nest support and they asked me to carry out a series of actions to try to fix the problem.  They didn't work.  My issue was escalated to the senior support personnel but I have found them to be extremely difficult, unhelpful and unresponsive.  I have asked to be referred to a supervisor but the personnel refused.

My camera is still under warranty and I want an immediate repair or replacement before it runs out.

I suspect the support personnel don't believe I am having genuine issues but rather I am failing to carry out their instructions correctly.  That's the feeling I get from them.

How do I get a resolution?  Who can I go to and get actual support?  I can't be the only one in this frustrating position.

[sicsacol]

Hi @Tmgbhoy,

Thanks for posting on the community forum.  I'm sorry to hear you haven't received an update regarding your Nest camera issue.  Don't worry, I'm here to help.

To investigate this further, could you please provide your case ID? This will allow me to access your support history and check the status of your case more efficiently.
 

Once you provide the case ID, please let me know and I'll be happy to look into this for you.

Cheers,

Jonathan 

[Tmgbhoy]

0-2138000036336

[sicsacol]

Hi @Tmgbhoy,

Thanks for your reply.

I have reviewed your case ( 0-2138000036336 ) and can confirm that it has been escalated to our higher support team for further investigation.

The support team is actively working on a resolution and will reach out to you directly via email with any updates. Please keep an eye on your email as my team will be in touch with you.

I understand that this process may be taking longer than expected, and I sincerely apologize for any inconvenience caused.

Thank you for your continued patience and cooperation.

Cheers,

Jonathan 

[MDing]

I have the same issues and this has been going on for over a month.  I switched out Xfinity router/wifi and my 3 wired 2nd Gen cameras have not worked since.  I have followed all of the recommendations numerous times, spoken to a live person who could not figure out what was happening, had an Xfinity technician on site and  they could not help.  Have registered with Google and opened several forums but nothing works.  Have a Google Home Speaker which I have renistalled twice with no issues.  I have never had another problem with these cameras until this happened and the cameras are useless now.

[sicsacol]

Hi everyone,

Thanks form posting on the community page.

@MDing, to effectively assist you with your inquiry, can you help me with your Case ID? Having this information will allow me to access your support history and verify the current status of your case.

Please let me know if you have any questions from here, as I would be happy to take a closer look and assist you further.
 

Cheers,

Jonathan 

[MDing]

6-8316000036571  
I hope you can help

[MDing]

I have   checked my internet speed (500) and I have an iPhone 15 pro

[sicsacol]

Hi @MDing,

Thank you for your reply and the details you provided. I appreciate your efforts in troubleshooting the Nest camera connection issues. To assist you further, I'd like to gather some additional information:

• What is the status light of the camera?
• Have you tried connecting the camera to a different phone? If so, did the issue persist?
• How far away is the Nest camera from the router? 
• Are you receiving any error messages during the connection process?
• Did you try to connect the device with the entry key instead of scanning the QR code?

I appreciate your patience as we work together to resolve this. Please let me know the answers to these questions, and I'll be happy to help you further.
 

Cheers,

Jonathan 

[MDing]

What is the status light of the camera? Camera is plugged in -white light comes on, then turns blue and flashes! Have you tried connecting the camera to a different phone?I have tried to connect with an iPad as well as my phone If so, did the issue persist? Yes issue persisted! How far away is the Nest camera from the router? Normally the camera is on main floor while router is on 2nd floor-I’m guessing about 15 feet.  However I invested in a mesh system and set camera right next to it-again no luck. Are you receiving any error messages during the connection process? No error messages.  I have tried entry keys assigned to each camera again to no avail.

[sicsacol]

Hi @MDing,

Thanks for your reply.

To understand the issue better, my team would like to gather some additional information. When you get a chance, please fill out this form. Let me know when you’re finished. We’ll have someone reach out to you via email from there.

Sincerely,

Jonathan 

[MDing]

Finished 

[sicsacol]

Hi @MDing,

We've received your form and appreciate the details you provided. Please keep an eye on your email, as someone from my team will contact you shortly to help. If you have any questions or concerns in the future, feel free to reply to this post.
 

Cheers,

Jonathan