Nest Doorbell Gen 2 does not reconnect to google home server when ISP goes down and back up

[Bonnechere]

When I have an internet outage from my ISP, every single internet appliance in my house reconnects to the outside world - except my Nest Gen 2 doorbell. Even my nest outdoor and indoor cameras reconnect to the google home server, but not the doorbell.

Interestingly, it stays connected to my house WiFi both during and after the ISP internet interruption. Even though the google home app says it is "offline", I can ping it successfully. It seems it is connected to the internet, but just not reconnecting to the google home services.

I am not sure it ever tries to reconnect with the google home server. I can get it working again by power cycling the doorbell, but I should not have to do that. The doorbell should - at intervals - try to reconnect with the google home server. This should be part of the firmware. It is ridiculous that it does not.

I have swapped the doorbell out twice already - which is the goto solution from Google support. It never works and I am convinced it is a problem with the firmware.

Anyone else seeing this exact issue?

[DeboraJ]

Hi @Bonnechere,

Thank you for reaching out to the community! Sorry to hear your Nest Doorbell Wired (2nd gen) isn't reconnecting to Google Home after your internet went out. I'll take it from here!

To help me out, could you tell me:

• When did this problem start?
• After the internet outage, did you see an LED light on the front of your doorbell? Like, was it blue, green, or white?
• Did you get any error messages?

Once you provide this information, I will be happy to assist you.

Best regards,

Debora

[Bonnechere]

Hello Debora

- This problem has started ever since I have had this doorbell camera - August 2024. Customer support has told me to return it to the store once and sent me a replacement once. So this is my third doorbell camera with the same issue.

- After an internet outage, the LED is Green. Also, when I walk in front of the doorbell the white ring around the button pulses so I know it is sensing movement.

- The error message I see in the Google Home app is that the camera is offline. However, I know it is connected to the network as I can ping it successfully, my router diagnostics also show it as connected with a high strength wifi connection.

Thanks... Blair

[DeboraJ]

Hi @Bonnechere

Thanks for the information you provided; I really appreciate it! I have a couple of follow-up questions:

• Since you've mentioned getting three replacements, I'm trying to figure out if the problem might be with your setup rather than just the device. To help with that, were the last two doorbells replaced for the exact same issue?
• Do you have any old case numbers from your previous interactions with our phone team?

I will be awaiting your response.

Best regards,

Debora

[Bonnechere]

Hey Debora

- The last 2 doorbells were also replaced due to them going offline. I am not sure if it was exactly the same issue. I had them on a dual 2.4gHz/5Ghz network and I think they had difficulty handling the transition between the bands when the connection quality changed. This would happen even without an ISP outage. But certainly an ISP outage would trigger an offline event. I have read that many others have the same issue with the Google doorbell cameras where they do not behave properly in a blended 2.4/5 wifi network. To get around that, I now have all my Google Nest cameras on a dedicated 2.4 Ghz network.

- The doorbell camera is 10 feet away from my Asus XT-8 wifi access point. The signal strength to the doorbell is between -50 and -60 dBm, which is considered very good to excellent,

- I have other google nest cameras on the same network. All of those cameras reconnect to the server after an ISP outage. It is just the doorbell camera that has difficulties.

- When there is an outage to the internet, the doorbell camera is still connected to my local network, it just cannot reach the internet through the ISP modem. I can verify this through my network tools. The doorbell never loses network connectivity but it does lose internet connectivity, and therefore the connection to the Google Nest server. When internet connectivity is reestablished, the doorbell camera does not reconnect to the Google server and continues to be "offline" as per the server.

- I am not sure where to lookup a case number. If you can let me know, I may be able to provide that information. The latest doorbell replacement took place on March 19, 2025.

Cheers... Blair

[DeboraJ]

Hi @Bonnechere,

Thanks for all the information you provided! It is really helpful. Just before we continue, you can find the case ID in our emails. For example, if you received an email from Google, you'll notice a line that says "Your case ID is..." or "Your reference number is...". That's the number you'll need. As I mentioned, you can find it in your Gmail if you've received any emails from us.

I will be awaiting your response! Please let me know if you have any updates.

Best regards,

Debora

[Bonnechere]

Hi Debora.

I did not keep any of the emails for the replacement. I can see the order in the Google Store for the replacement but that is all I have access to. It does not show me the case #.

Cheers... Blair

[DeboraJ]

Hi @Bonnechere 

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Let me know once you've filled out the form!

Best regards,

Debora

[Bonnechere]

Filled out and sent 

[DeboraJ]

Hi @Bonnechere 

Thanks for confirming! Please keep an eye on your inbox, because as I mentioned, my team is going to contact you via email. Let me know if you have any other questions; I will be happy to assist you!

Best regards,

Debora

[Bonnechere]

Hi Debora. Is there a way I can check on my support ticket?

My doorbell camera just went offline again. My 2 outdoor nest cameras on the same wifi and farther away are still connected. The doorbell camera led is still green. This is not good.

Thanks

[Bonnechere]

Internet (BUT not POWER) went out briefly last night during a storm. My outdoor cameras came back online but my doorbell camera has not. I will need to power cycle it to make it work again. Is there any progress on this issue?