Nest Doorbell Audio Broken Up

[Jfpalm19]

When listening to recording or live, I can hear visitors no problem. When I hit talk and listen, it chimes and then it's all broken up, visitors can only here a few sounds like it's a bad drive thru speaker. Happened with multiple phones, tried restarting, and no issues with microphone on any other app. 

[Lance_L]

Hello Jfpalm19,

Thanks for posting in the Google Nest Community.

Help’s here! Let’s check what happened to the Nest doorbell.

A few questions below:

• Did this issue happen out of the box? If not, when did you notice the problem?
• Is the audio issue persistent or intermittent? If intermittent, how often does it happen?
• Is the doorbell in a case or housing?
• Has the device suffered any drops or impacts?
• Has the doorbell been exposed to outdoor weather?
• Also, is the Nest device exposed to direct sunlight for extended periods of time? 

Please try these troubleshooting steps:

1. Hold the mobile device near the camera, and make sure both devices are connected to the same network.
2. Run a network speed test. What are the results of the test?
3. Check the cellular signal strength on the mobile device.
4. Check the Wi-Fi signal strength on the mobile device.
5. Check if the phone is connected to a Bluetooth device that may be serving as the microphone.

Keep me posted.

Best,

Lance

[Jfpalm19]

Thank you. 

• No it did not happen out of the box, was fine until Halloween night, and hasn't worked properly since. 
• Persistent, every time I try and on multiple devices, the visitor cannot hear anything.
• It is not in a case, just used the bracket that came with the doorbell
• No drops or impacts
• It is outdoors obviously, but it's under about a foot of roof so not exposed to any rain
• Would only be exposed to sunlight for a couple of hours in the morning, but not much

Troubleshooting:

• Speed test was 500+ Mbps
• Full wifi strength (camera is about 15 ft from router) and full cell signal strength
• Not connected to Bluetooth devices at the time. 

[Lance_L]

Hey Jfpalm19,

Got it! Thanks for the additional information you’ve shared. I’d like to dig deeper into this. I’ll need more details, please provide the following:

• Make and model of all the mobile devices used to test.
• Mobile device OS and OS version.

Let me know if you have any questions.

Regards,

Lance

[Jfpalm19]

They are both Google Pixel 6, Android version 13

[Lance_L]

Hi Jfpalm19,

I appreciate the update. I need additional information from you that would be best shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

Best regards,

Lance

[Jfpalm19]

Done 

[Lance_L]

Hey Jfpalm19,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Cheers,

Lance