Nest Doorbell (battery) Went offline and won't turn on

[kari4588]

I’ve had the nest battery doorbell for about 2 weeks and it randomly went offline yesterday and I cannot get it to even turn on now. Battery was not low, so I know it didn't die. All other nest cameras remained online, so I know the issue wasn't the wifi connection. When i plug it in, no status lights turn on. I've tested the cable on other devices and it is not the problem. I've tried resetting it with a paperclip, but again, no status lights turn on. I removed the device from the Google Home app and now I cannot add it back. And apparently since removing it from Google Home, I cannot file a claim with the warranty...

[Brad]

Hey there,

Thank you for bringing up the concern you're experiencing, I would love to look into this further for you. The first troubleshooting step that I'd recommend would be to restart your device. This process should keep all your settings, and reconnect it to the same Wi-Fi network. This is helpful if it ever freezes, has connection problems, or isn't working normally.

Best regards,
Brad

[kari4588]

I’ve tried restarting, resetting and factory resetting. I do not know if it’s resetting because no status light comes on. I also tried removing it from my account, as another troubleshooting option suggested, but now the app cannot find the doorbell because it won’t turn on. It had 87% battery the morning it went offline but I still plugged it in over night, so I know it’s not dead. And I plugged another device into the same cord, so I know the charger is functional

[Brad]

@kari4588

Have you tried to reset it without it being plugged into a charger by chance? I would try that if you haven't. Please let me know how it goes. 

Best regards,

Brad

[kari4588]

Yes I have. I tried all of the trouble shooting steps listed on google’s help website, prior to plugging it in... It went offline and never turned back on. I pressed the doorbell button to see if it would reconnect but no lights came on so i took it off the bracket and began troubleshooting. There were never any status lights indicating success with resetting. I then plugged it in. Again no status light. Repeated resetting steps while plugged in. Again no status lights. Unplugged and tested functionality of cord on a different device. It worked. Repeated plugging it into doorbell. Again no status light… the doorbell is faulty. 

[Brad]

@kari4588

I would invite you to please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience. Please let me know if you have any questions. 

Best regards,
Brad

[kari4588]

I have filled out and submitted that form already and no one has reached out. Also, it should be under warranty because it’s only 3 weeks old but when I go to the warranty page, it can’t find the doorbell on my account because one of the trouble shooting steps had me remove it from my account 

[Brad]

@kari4588

You'll need to wait to hear back from support regarding the form, but if your device is only 3 weeks old, it should definitely still be under warranty. They should be able to help you out still. Do you still have access to the packaging, or the QR code for your doorbell? If so, that is good to keep handy as they can help you with the process using that information most likely.

Best regards,

Brad

[AbigailF]

Hey folks, 

Thanks for lending a hand, @Brad.
@kari4588, I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Abi

[AbigailF]

Hello kari4588,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Cheers, 
Abi