Nest Doorbell always offline.

[Teeko]

I have just installed my Nest battery doorbell a few weeks ago and am having a lot of difficulty with it always going offline. The longest it  has stayed online was 4 days, but usually it will only stay online for 10 hours.  Once offline it stays offline and the only way to fix it is to factory set it every single time and set it back up from scratch.  I have no internet issues at all with any other devices and don’t run much except for a phone and iPad and now a google mini. 

[jenniffert]

Hi @Teeko,

Thanks for posting here in the community! I'm sorry to hear your Nest Doorbell is offline. Let's get that fixed!

To gather more information, I'd like to ask a few questions:

• Which Nest doorbell do you have? (battery or wired)
• Are any other devices having connection issues?
• How far is the doorbell from your router?
• Does the doorbell disconnect at a specific hour, or is it random?
• What color is the LED status light on the doorbell?

Please keep me posted.

Best regards,

Jenniffer

[Teeko]

Hi Jenniffer, 

thank you for your reply. It is a Google Nest Battery doorbell.  The doorbell is approx 15 meters walking distance from the router/ less through walls. 
I have no other connection issues with any other devices. 
As far as I can tell, it just randomly disconnects.

The little green light comes on when you walk in front of it, when offline. 

Kimd Regards

Teeko

[jenniffert]

Hi @Teeko,

Thanks for following up. I apologize for the delay. I also really appreciate all the information you provided. I'd be happy to help with your offline Nest doorbell.

Let's try the following:

• Make sure the Google Home app and the phone's software version are up-to-date.
• Ensure the Nest doorbell is fully charged by leaving it connected to the power source for 5 hours.
• Perform a restart on the router and check if the Nest doorbell is still offline.

If these steps don't work as expected, try performing a factory reset on the Nest Doorbell while it's connected to the power source with the USB cable that came with the device. Then set up the Nest doorbell again. 

Let me know how it goes.

Best regards,

Jenniffer

[Teeko]

Hi Jenniffer, 

I have done all of what you have recommended many times and I have to factory reset it every day in order for it to be able to set up again and reconnect to the wifi. Only for it to go back offline after a few hours. I am wondering if I have a faulty device or if the google nest doorbell is just not suitable for my premises? 

[jenniffert]

Hi @Teeko,

Thanks for the confirmation and the efforts made. I'm sorry to hear that the steps performed didn't resolve the situation with your Nest Doorbell. I'd like to take a deeper look into this for you. Please fill out this form with all the needed information, and then let me know once you're done.

Please keep me posted.

Best regards,

Jenniffer

[jenniffert]

Hello again, @Teeko,

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!

Please keep me posted.

Best regards,

Jenniffer