I can't believe how POOR Google's Customer Service is!!!

[cabowabodude]

I have a google mesh network, along with six google cameras (doorbell, floodlight, indoor camera and 3 outdoor cameras). One of the cameras on the outside of my house keeps going offline and has done this periodically for the past year. So I swapped it out with a different camera on the opposite side of my house. It doesn'matter where I put it, this camera always goes offline. And lately it has gone offline three times in the past four days. I called Google for some help. After waiting 45 minutes they then tell me they're going to put me on hold for 3 more minutes to do some troubleshooting. They want to interrogate my camera and then they come back and tell me that there's a problem with the google app and they can't troubleshoot the camera. I said, if there was a problem with the app and that is affecting my camera. I said why wouldn't the other 2 identical cameras (purchased at the same time) also have a problem? No answer. So after sixty minutes of being on the phone and talking to a person who has no knowledge of troubleshooting, I was told to call back! If this isn't some of the worst customer service i've ever had, I don't know how it could get ANY worse!!!! I'm going to start aggressively looking for a new mesh network along with a set of house cameras and get off this google train wreck!

Mark

[EmptyNester]

Hello,  very long time nest camera user here.   I have to say I don't think the problem is with the customer service people.  I have spoken to them and they always TRY and be helpful.  The problem is there are many flaws a short comings in the cameras and the Google back end servers when it comes to trouble shooting.  If you read thru this forum for the last 3 years you will see problem after problem after problem goes unresolved and I think people just move on to other products.... just my option.

[ByronP]

Hi cabowabodude,

Thank you for posting in the community. Thank you for posting in the community. I'm sorry to hear that your Google Nest Doorbell, Nest Camera with Floodlight, Nest Indoor Camera, and three Nest Outdoor Cameras constantly go offline. I understand how frustrating it can be since you were on the phone for an hour, only to be told there's an app situation without a clear explanation, and then to call back. That's definitely not the kind of support anyone expects. I appreciate the feedback, @EmptyNester. Let's work together to find a solution.

To better assist you, please answer the following questions:

• Do you have a case ID for your previous interaction with the support team?

• How far are your Nest Cameras from the router?

• Are there any other devices connected to the same Wi-Fi where the Nest Cameras are connected?

• Do other devices experience slow internet speeds?

• What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?

• Are there any recent network changes, like a new router or a recent move?

• Have you recently changed your WiFi password?

Please keep me posted on your findings.

Regards,

Byron

[cabowabodude]

Brron,

Case # 70503000039454

I've had a Google mesh network for several years (2.4 & 5ghz) and nothing has changed with the placement of my equipment nor network name/password! I literally have 4 access (2 upstairs (Eastside & Westside) with the main router on the main floor (centrally located) and another access point in my basement. 

I DON'T have any other devices dropping off! I have 50+ devices. 

My internet speeds are 500 mbps down and 500 mbps up constantly. 

As I mentioned before I purchased a 3 -pack of the Nest battery cameras all at the same time, with one of the cameras dropping off more & more frequently. I have rotated the problematic camera with the other 2 cameras and it continues to drop out.

One doesn't have to be a rocket scientist to identify that there is something wrong with this specific camera! I'm about done wasting my time on this camera issue. The fact that I wasted an hour of my time and got NO HELP from Google's customer service department screams at me to steer clear of any more Google products! 

I see Google is now raising the Nest Aware prices by 25% starting 8/15/25. That is ridiculous!  🏃‍♂️ away NOW!!!!

[ByronP]

Hi cabowabodude,

 
Thank you for your prompt reply. I appreciate all the detailed information. It's completely understandable how difficult this situation has been for you. However, I'll do my best to get this sorted out and explore additional steps.

Based on your answers, please follow these recommendations for your Nest Camera (battery):

1. If your Nest Camera is running on battery power, a low charge could be the culprit for any situations you're experiencing.

2. Verify your Nest Camera is connected to a working power outlet.

3. Plug your Nest Camera into a different power outlet.

4. Restart your Nest Camera (battery). Here are the steps:

• On the back of the camera, press and hold the reset button for 5 seconds.

Please let me know how it goes.

 
Regards,
Byron

[cabowabodude]

Byron,

If I may add, all of my cameras have a google approved (Wasserstein) charger attached to them! The battery life shows several months when I unplug them. Sorry this is NOT a case of a bad outlet. Remember I've rotated this camera between 2 different locations, where it remained in each location for ~ 1 week. So it wasn't a battery/outlet issue.

With regard to resetting the camera, that's literally what I've had to do in order to get the camera back online. In fact the last time I had delete the camera from my system and re-install it! 

[ByronP]

Hi cabowabodude,

Thank you for your prompt reply. I appreciate the clarification. Let's explore additional options.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Regards,

Byron

[cabowabodude]

Byron,

I put the link to this thread in your form. 

[ByronP]

Hi cabowabodude,

Thank you for your response. 

I received your form, and the dedicated team will reach out to you there.

Please keep an eye on your email for any updates.

Regards,

Byron

[mdr2]

@ByronP   with all due respect your reply shows all that has gone wrong with Google's understanding of customer service.  If you read through literally 100's of comments here on this forum over that last 4 years you will see these problems are wide spread.   Not every one is going to have "weak wifi".     Your cameras DO FAIL from time to time.

If you read the user description there is one camera that keeps falling off the WIFI network.  They swapped it to a location of a know working camera and the problem followed the bad camera.    Why can't you (Google) just  help the end user out and send they a replacement camera to try and see if the problem goes away rather than making them jump thru this long list of hoops of endless questions that we all know will lead no where.