NEST service offline Please try later

[GenPain2U]

I was very excited to buy my first doorbell cam/security cam and pay for the service. But 3 months after purchasing I am noticing the service is far from reliable. It is more offline then online. Google has to be aware of this issue as it's all over the internet.  If it continues I will just call my credit card company and get a refund for this terrible service.  It's called consumer protection Google and it will cost you money if you don't provide a reliable service. I have read the threads, many say they sat on hold for 3 hours only to have a tech walk them thru many of the things they already tried and then "escalate" the issue. This is a known help desk term for "we give up and will never help you resolve" If ever someones house gets broken into and your service is "offline" to their device, I hope they get a huge settlement.  Tech companies are raking in Billions, but if they aren't careful they will be paying it right back out.

[Amosro]

I have the same problem - live video unavailable- is what keeps coming up in my Home app. Has been off and on for 2 months now. I've tried all the provided fixes... nothing doing. I hear sound but no video. The shows record video but I can play them. The camera and app worked great for 9 months. I'm close to canceling my subscription and ditching the camera 

[Cantenna]

https://www.reddit.com/r/Nest/comments/y2kva0/nest_protect_there_was_a_problem_while_connecting/?utm...

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[GenPain2U]

Hi Brad obviously you did not thoroughly read my entry I am in no way going to try your troubleshooting steps as countless others have. This is clearly a Google issue with the service I have 500 MB dedicated bandwidth I have a mesh Network there is no trouble with the transmitter this is a problem with the Google service again if Google cant fix this I am hoping to cancel the service along with hopefully many others. For a tech company to sell a device that doesn't have a strong enough service to remain connected and call itself a security camera is pitiful. Please stop giving the same tired troubleshooting steps that have no resolve. Please Google nest camera going offline and you will see countless entries in the internet about this problem. If Google can't even use their own search service to troubleshoot they need to go out of business.

[Brad]

@GenPain2U

Sorry to hear you're still experiencing this, and I apologize I missed where you mentioned you may have tried to reset your device. Thank you for trying this step, as it is always going to be recommended. I would suggest that you fill out this form, and a higher tier of support will reach out to you. I believe they can assist you best.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going, and to see if those who have been affected have filled out the support form I sent previously. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[GenPain2U]

I'm not going to fill out a form only for another "tier" to try the same tired steps many others have tried that are listed all over the internet.  Again and Again and Again I say this is a Google issue. Quit trying to stall or ask the customer to jump thru the same hoops!! Reset the device, check your network blah blah blah!!! This customer wants Google to fix the issue!!! Quit dancing around it and get someone to fix it!!!!!

[Brad]

@GenPain2U

I can definitely understand the frustration you must be feeling, and thank you for sharing it with us. Please submit your feedback regarding this inquiry in the app. Thank you for all of your patience. 

Best regards,
Brad

[janthadeus]

Hey there,

Checking in to see if you still need help with this. In case there are any follow-up questions or comments, feel free to update this thread and we're happy to assist you further. 
 

Thanks for the help here, Brad.

Regards,

JT

[GenPain2U]

Since nothing has been done on Googles side to fix this, why are you asking if I still need help? This is a GOOGLE ISSUE!!

[GenPain2U]

Sitting here watching my NEST camera  spin on Loading. Terrible terrible terrible terrible service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

[GenPain2U]

I dare GOOGLE to note the time and look thru its log service. I bet it sees a ton of disconnects. Those disconnects are not from my network as ..hey i'm on the internet right now...so it can't be that....and my door bell transmitter works so it can't be that...and i'm not going to reboot the device every time this occurs. So that leave GOOGLE ISSUE!!!

[FPalicte]

I have the same issue. I keep resetting my internet, unplugging the camera for it to work (if I'm lucky) for 2 days then it goes off line again...UGH!!!!

GOOGLE!!!

you need to do something or you will be losing lots of customers because I'm on the verge of canceling my service!!!

[Brad]

Hey there,

Thank you for sharing your experience with us, as we’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here.

Best regards,
Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[GenPain2U]

Why are you so eager to close this thread when GOOGLE has done nothing to fix the issue???!! It's almost as if Google doesn't want to admit they have an issue and just wants the problem to go away. Here is a crazy idea. FIX THE ISSUE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! and stop putting useless replies like "just checking in on this thread" Duh!!! no need to check in till GOOGLE fixes the issue Brad the bot!