Nest Doorbell (battery) keeps disconnecting WiFi

[BasH210]

Hi community,

I have a Nest Doorbell (battery), and I constantly get a push notification on my Android phone telling me the doorbell is disconnected/offline from WiFi. When I immediately open the Google Home app, I see my doorbell is working fine and is online.

I reset my doorbell to factory settings multiple times it didn't work. Other WiFi devices are still online when my Doorbell is telling me it is offline. I Use a Nest Cam Outdoor as well, this camera is way further away from the router, but I don't have this issue with this camera.

My doorbell is placed on the outside of the wall and on the other side of the wall is my router. It is about 1 meter distance. I'm experiencing this issue for about a month. In the past I never had issues. My router is still the same and the doorbell is still in the same position.

I've tried to give the doorbell a fixed IP address but it didn't help as well. Any suggestions? The doorbell is still under warranty. 

[AveryReid]

I was having this issue about a month and a half ago. My doorbell had previously worked without issue for about 5 weeks since being installed and had never disconnected from the wifi before. When this started happening daily, I contacted support and they had me removed the doorbell from my Google home app. I have not been able to reconnect it since. They even sent a replacement doorbell and I couldn’t connect that one either. That makes me believe it is a bug in the software. My issues all started after I installed an update to the Google home app. In the past month and a half I have been dealing with support who have provided the same (and sometimes completely wrong) troubleshooting steps over and over. They are fully convinced that the issue is my wifi or interference, despite nothing changing in my home. Please continue to report and escalate this issue to support. I am hopeful that they will finally start taking it seriously once more people begin to report this issue. Good luck!

[BasH210]

Hi @AveryReid ,

Thanks for the reply. I created a warranty claim for this issue. I hope I will receive a new one and get it working correctly again. But if I see your experience with installing a new one, I hope it will work. 

[janthadeus]

Hi folks,
 

BasH210, checking in — how’s it going? Does the replacement doorbell work? Let me know if you need more help.

AveryReid, thanks for sharing your thoughts with us. Let me know if you still need help. I’d be happy to take a look into it for you.

Thanks,

JT

[BasH210 · Accepted solution]

Hi @janthadeus ,

I think I found the problem. I changed my WiFi 2.4 Ghz channel a while ago. Using a WiFi Analyzer app on my phone I noticed the router was on a very busy channel. I changed it to channel 13. 

Later I found a topic on Reddit (unfortunately I'm not able to find it again). In that topic, there was a discussion about the Nest Doorbell and WiFi Channels. WiFi channels 12 or higher aren't supported in the US, but they are supported in the EU. I think the Nest Doorbell isn't working great on this WiFi channel. After changing the channel to 6, the Nest Doorbell is not going offline multiple times a day. I changed my WiFi channel last week, so I will monitor the coming days. But I think it is fixed :). 

[janthadeus]

Hey BasH210,

Amazing! Thanks for posting and we appreciate your time in providing the Community the steps resolving issues with your doorbell going offline — it's a big help. Let’s observe it for now. Let me know if anything comes up.

Cheers,

JT

[janthadeus]

Hi there,

It's me again. It looks like we can consider this one complete, so I will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Best,

JT