Nest Camera App issues?

[DanE210]

Hello!

I just bought my parents a Google indoor/outdoor battery camera. I was able to install and set everything up, or so I thought. The issue we are having is both my mom and dad can’t access the camera if they turn their phones Wi-Fi off. The Google home app says the camera is offline and can’t connect. But when I check the camera, the green light is on. If I turn one of their phones Wi-Fi on, then they can magically see the camera and the video again. The other phone, still with the Wi-Fi off, continues to not have access to the camera. No point in having this camera if they have to constantly be on their home’s Wi-Fi. What should we do? 

[MplsCustomer]

@DanE210 

'm just another customer, but you need to either turn on Wi-Fi on your phone or turn on Cellular Data for the Google Home app on your phone in order to communicate with the camera. Without that, there's no way to communicate.

Why the reluctance to turn on Wi-Fi? The Wi-Fi usage by their phones should hopefully fall within the data cap on their internet plan, and is probably a lot less costly than using cellular data to communicate with the camera.

[DanE210]

No reluctance on using Wi-Fi. The issue is that when they leave their home, which is when you most need access to the camera, they obviously loose their home Wi-Fi signal. Once the Wi-Fi is out of range on their phones, they can’t access the camera. Their cellular data seems to be on.

[MplsCustomer]

@DanE210 

On our iPhones, we have Cellular Data turned on, and enabled for the Google Home app.

[aatienza]

Hey DanE210,

Appreciate the help, MplsCustomer. I'm dropping by to ensure if everything is covered here. Hope that sheds some light on the issue.

Thanks,

Archie

[aatienza]

Hey DanE210,

I just wanted to follow up and see if you're still in need of help. Please let us know as we would be happy to answer any questions you may have. 

Thanks,

Archie

[aatienza]

Hey DanE210,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Thanks,

Archie