Losing connectivity constantly

[AngieMarie1]

I lose connectivity at least ten times a day. It’s super frustrating and I’m ready to discontinue Nest Aware and have to replace 7 cameras. I cannot begin to describe just how frustrated I am. I hate Google Home and want the original Nest back (I have to view half my cameras on Google Home and the other half on Nest App). And just in case you someone is going to ask: I have the original hello doorbell. There is a mesh device close by (within 7 feet), no its not near a microwave, fridge, etc (it’s near the front door). I have 1000 internet with good reception and high uploading and downloading speeds. I’ve confirmed that all mesh points have great connection (and even replaced Google mesh wifi because it couldn’t keep up with my internet provider speeds and number of devices-a whole other issue and doorbell connectivity issues occur with both Google mesh and new mesh systems so that’s not the issue). I have both 2.4 and 5 connectivity and it’s automatic. I’ve rebooted, reset, etc. this appears to be a Google problem (firmware or server). I’m seriously considering switching to another brand and that will include everything Google that I own.

[Ashepherdson]

Hi AngieMarie1, 

For the Nest Hello, if its disconnecting multiple times a day, it would either be Connection issues, or Power issues.  Now.. that is not to say, it is YOUR internet connection, it could just be a fauly wireless chip in your Nest Hello itself.  Has it always been disconnecting since you got it, or did it start later.  If later, how much later (IE 6 months, a year, etc).  

My 1st gen Hello was also disconnecting frequently when I used a Linksys Velop system, and when I changed to the Nest wifi Pro system, all disconnects stopped, with the exception of the video would cut out if someone pressed the doorbell button, which i solved by turning off the indoor mechnical chime.    

[AngieMarie1]

It just started after the last firmware update (in the past 6 months). I’ve had this for years with no issues up until now. No other changes either (same Internet, it’s wired and has not been unattached at all). 

[mrsnappy]

I've had this same issue for the last few months. Same as Angie; worked fine for 5 years at a prior home and 2 years at current home. Exact same internet setup for the last 2 years. All signs would point to a firmware update issue. Please elevate this to the appropriate team.

[thegios]

Try changing channel, this worked for me

[AngieMarie1]

Thanks for the suggestion. I’ve tried that multiple times. Unfortunately it still keeps happening.

[mrsnappy]

I've had this same issue for the last few months. Same as Angie; worked fine for 5 years at a prior home and 2 years at current home. Exact same internet setup for the last 2 years. All signs would point to a firmware update issue. Please elevate this to the appropriate team.

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Reply

[kcruzgonzalez]

Hello AngieMarie1,

Thank you for reaching out to the Nest Community. I'm very sorry to hear you're experiencing persistent internet disconnections with your Nest Hello Doorbell. I understand how frustrating that can be, and we definitely want to get this resolved for you.

To help me understand the situation better and provide the most effective assistance, could you please answer a few questions?

• When did you first notice this disconnection issue with your Nest Hello Doorbell?

• Besides the Nest Hello Doorbell, what other Nest camera models do you have?

• In total, how many Nest cameras do you have in your home? Are any of your other cameras experiencing similar disconnection problems?

• When the Nest Hello Doorbell disconnects, what steps do you typically need to take to get it back online?

• You mentioned replacing the camera. Do you happen to have any previous support case numbers related to this issue?

The more information you can provide, the better we can investigate and find a solution.

Thank you for your time, and I look forward to your response.

Best regards,

Kevin

[mrsnappy]

Kevin - Thought I'd list my answers to the questions that you addressed to Angie.

1) ~3 months ago

2) No other nest cameras

3) NA

4) Sometimes I reboot it by disconnecting the transformer power for a few minutes. After reconnecting the power, it comes back up in a minute or so. Other times I let it come back online by itself. It takes 2-6 hours for it to reconnect.

5) That doesn't pertain to me

[AngieMarie1]

Thank you for your response. In answer to your questions:

1. approx 6 months ago

2. I have a total of 4 indoor wired cameras and 2 indoor/outdoor wired cameras. I don’t really experience any issues with those except occasionally one of the outdoor cameras will lose power due to distance from mesh point but it’s rare. The nest doorbell is losing connectivity 10+ times a day. 
3. i try everything to get it to come back online but it does it in its own typically within 1-2 hours but has stayed off days at a time also.

4. i have not replaced the camera; i replaced the mesh Internet system because i thought the nest/google wifi might be the issue-not capable of supporting that many devices. I’m still have issues with a better mesh product that can support hundreds and have fiber internet: current speeds 999 download and 907 upload. There is a point within 7 feet of the front door where the doorbell is. I’ve also filled out the form you attached to another person’s comment.

[mrsnappy]

Any updates on this issue?

[mrsnappy]

Anything? Where can I go to get this issue resolved? Can anyone at least tell me when the last software update was? Thinking this issue and the update are connected,

[kcruzgonzalez]

Hello mrsnappy,

Thank you for reaching out to our Nest Community. We understand you're experiencing disconnections with your doorbell camera, and we're here to help get it resolved.

Thank you for providing the details about your situation. To ensure our specialized team can thoroughly investigate this and offer the most effective solution, we'd appreciate it if you could fill out this form to provide them with more information.

Once you've completed the form, please feel free to reply to this post so we know it's been submitted. We're committed to helping you find a resolution.

Best regards,

Kevin

[Ashepherdson]

@kcruzgonzalez 

[smithcarlos543]

Totally feel your frustration—I’m in a similar boat with constant disconnects and juggling between the Nest app and Google Home. It’s exhausting, especially with solid internet and no interference appointments with decision makers. Feels like a firmware/server issue Google needs to own up to. Honestly starting to look at other brands too.

[mrsnappy]

So I've now done everything on the boilerplate troubleshooting list. No improvement and actually getting more disconnections than before. Any next steps? And could someone please answer the question on when the firmware was last updated? This disconnection problem came out of the blue ~3 months ago. Would at least like to rule out a firmware issue from the possible causes.

[mrsnappy]

?????

Anyone monitoring this forum?

[Ashepherdson]

I know you believe it's firmware related , but just to rule out connection issues, have you changed your wifi channel on your router to confirm it's not interference.   I had a neighbor that added a new router and it messed with my system until I saw both his and my routers were on the same channel, when I changed that, everything smoothes out.   @kcruzgonzalez 

[mrsnappy]

I re-checked wi-fi channels and changed both 2.4g and 5g channels. No change in the connectivity of the doorbell. What now?

Does anyone here *know* when the firmware was last updated? Can't believe no one has that answer. This would certainly help me debug the issue.

[Ashepherdson]

I believe it was around Feb... But .. not certain.  You would need one of the googlers to confirm that.  Also depends on exactly which nest hello you have 

[Ashepherdson]

Follow up,  how old is your doorbell camera ?  Do you have the indoor chime on or off ?  It could be the battery of the unit (yes even wired ones have it )..if it's gone bad then this could be a symptom .  Try turning off the indoor chime option if it's on and see if that helps 

[mrsnappy]

I'll try it with the chime off. I do not expect it to help, but out of any other options. Don't expect any help  from Google, based on recent posts here. 

[AngieMarie1]

This is the latest response I received. The tech support person did not address my questions regarding the potential cause being a firmware update since hire so many others are experiencing the same issues around the same timeframe with no previous issues.

[AngieMarie1]

It wouldn’t let me copy and paste the text from the email but basically said we’re sorry but your product was old (2018). There is nothing more we can do since your product was out of warranty after one year. Total BS!

[Ashepherdson]

Going back to what I said before, if the device is infact 7 years old , then it's most probably the internal battery that's the issue.   There are some posts and guides online on how to replace the internal battery , but it's not for the faint of heart sadly.