Nest Doorbell Wired

[bbozikian]

Hello all, 

I need some help with my Nest Hello wired doorbell. Recently, it has started to lose internet connection at odd times. I have tried troubleshooting by fully removing, wiping, and reinstalling the doorbell. However, despite all of my efforts, nothing works. Google answer seems to be, “Just buy a newer version”. To be clear, it was working just fine up until it simply wasn’t. The sad part is, it is in a shaded walkway and has never seen direct sunlight. So, I’m at a loss as to what could potentially be the issue. To make matters worse, I’ve already paid for a year of Nest Aware subscription - and have already wasted 5 months with my device not functioning as intended. 

Any help or suggestion is greatly appreciated. 

Thank you,

BB

[gmelanymelissa]

Hi @bbozikian,

Thanks for posting here in the community. I'm sorry to hear your Nest Hello Doorbell is losing internet connection. Help's here!

To better understand the situation, I'd like to ask a few questions:

• Are you getting any error messages?
• How far is the Doorbell from the router?
• Do you have other Nest devices in the house?
• Are there other devices connected to the same Wi-Fi where the Doorbell is connected?
• Can the Doorbell find other Wi-Fi networks?
• What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
• What's the status LED light?
• Is the Nest Hello connected to network but offline?

Keep me posted. 

Best regards, 

Melany

[bbozikian]

Hello Melany,

Please find my feedback based on your questions below:

- No error messages. It is losing connection for hours and the connection returns on its own throughout the day. 
- Doorbell is roughly 15 ft from the router. (Note* I never had this issue until recently). 
- I have the Nest thermostat

- There are two other devices connected to the same WiFi and are not experiencing this issue. 
- Yes, it can find other WiFi networks. I have reset passwords and tried troubleshooting different WiFi networks - outcome remained the same. 
- I connect it to the 2.4GHz band 

- Status light was blue

- No, it is not connected to any network. It is completely offline. 

Again, the settings in my house have not changed. It has been working without interruption until recently. 

Thank you

[gmelanymelissa]

Hi @bbozikian,

Thanks for the follow-up information.

Let's try the steps in this guide:

• Factory Reset: This action clears your data and deletes the entire video history. Follow these steps to Factory Reset your Nest Hello.
• Set up: The app takes you through the steps. Refer to this article: Set up your Nest Hello.

Let me know how it goes.

Best regards, 

Melany

[bbozikian · Accepted solution]

Thank you, Melany. 

I get the feeling you have not fully read my previous response. I have already tried the troubleshooting steps on the google central support page. I have erased and factory reset the device multiple times now - it has not worked. I continue to mount the device back on the mount plate, post factory reset, and navigate through the entire set up. The internet connection still goes out. 

Apologies, but these articles are not helpful. 

Thank you,

[gmelanymelissa]

Hi @bbozikian,

Thanks for the follow-up.

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

Keep me posted.

Best regards, 

Melany

[gmelanymelissa]

Hello again!

We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.

Keep me posted.

Regards, 
Melany

[bbozikian]

Melany,

The link to the form you provided asks for background information I have already provided countless times. You have asked for information and I have provided it. 

I am now being asked to provide the same level of detail again on a different page. Can you take the information I have provided and submit it there, please?

I’m still waiting to understand why my device suddenly began to behave this way without any external impact or interference. 
Do google products have very short lifecycles requiring consumers to constantly buy the newer version? If so, that is an awful practice. 

Everyone can see through the fact that you have now asked me for the same information multiple times and are delaying providing any real detail. 

Please help.

Thank you,

[gmelanymelissa]

Hi there!

Thanks for the information.

In order for our higher department to provide you with a better follow-up, we need you to fill out the required information. This will allow us to give you a prompt response. Unfortunately, as the form requires personal information, I cannot fill it out for you.

Please let me know if you have any other questions.

Best regards,
Melany