Issue with Reconnecting Nest Doorbell to WiFi

[MSR2025]

Dear Nest Support,

I’m writing to demand resolution for a persistent issue with my first-generation wired Nest doorbell. After changing my Wi-Fi network, the device lost connection. I followed every recommended step: factory reset, removal from the Home app, multiple login attempts across devices and browsers, and a full reinstall of the Nest app. Despite all this, the Nest app still shows the device as linked to my account, and I’m blocked from re-adding it.

I spent 1 hour and 20 minutes on the phone with your support team, and nothing was resolved. I was told to wait, restart, and try again—none of which worked. I also attempted to access the Nest website to manually remove the device, but I couldn’t even sign in with my Google account.

This is not an isolated issue. A quick search on Reddit and other forums shows that many users have faced the same frustrating dead-end with Nest devices being stuck in account limbo. It’s unacceptable that Google continues to sell and support a product with such a well-documented flaw—and no reliable fix.

You can either:

1. Manually unlink the device from my account and confirm it’s ready to be re-added, or
2. Send me a replacement device immediately.

If I don’t receive a meaningful resolution, I will be sharing my experience publicly and contributing to the growing chorus of users demanding better accountability and support. I’ve been patient, but this is a failure of both product design and customer service.

Your move, Google.

M

[sicsacol]

Hi @MSR2025,

Thanks for reaching out to the community. I'm sorry to hear you're having difficulties reconnecting your Nest Doorbell (wired, 1st gen) to the Nest app after changing your network, and that when you try to add it, the Nest app is showing your device as already connected, which is preventing you from adding it again. I understand this must be concerning, especially since you've already spent a lot of time with our phone support team and tried multiple steps like performing a factory reset, removing it from the Nest app, and reinstalling the Nest app, all without a resolution. I appreciate the detailed information you've shared, the time taken to contact our phone support team, and your efforts in troubleshooting. Don't worry, I'd be more than glad to get this resolved.

To investigate this further, could you please provide your case ID? This will allow me to access your support history and check what steps you tried with our phone support team, and see if there is a resolution available for this.

Please keep me updated.

Sincerely,
Jonathan