Nest Doorbell (battery) - video feed stutters then goes offline

[AdamPitt85]

Hi, I've recently moved home. New Virgin Media connection, strong 200mb signal all over house. I connected up the nest doorbell (battery), but the video stutters for a few seconds, spinning blue ring, then goes offline - audio seems to stay connected. I received a replacement - same issue. I've tried advice from previous threads i.e divide the 2g and 5g - turned off channel optimisation, that didn't work. The same issue occurs regardless of whether I'm next to the router or on the other side of the house. It's as if something is rejecting the video feed, could it be some sort of firewall issue? Apologies I'm not overly knowledgeable in these things, but I can follow instructions. Thanks in advance! 

[aatienza]

Hey AdamPitt85,

Thanks for reaching out. We can try to isolate it to see if this is something to do with your router settings. These are the steps that you can try to set up your Nest Doobell (Battery) using your Hotspot. Your doobell requires a network that has full internet access at all times.

• Turn on your mobile data and your hotspot on your phone to make a new network (note: this has to have full internet access)
• Connect your other device to your phone's Hotspot
• Use the other device to set up your doorbell.
• Here's also a link to Set up your Nest Doorbell (Battery).

Using a hotspot is not recommended and it may or may not work depending on the network strength that your phone's hotspot can provide. If in any case you're unable to find the doorbell on the Google Home app, you can try to do this work around on your Apple device before doing the setup.

• Force close the Google Home app and make sure it’s close to the recently opened app.
• Try to do a manual pair to your doorbell by going to phone WiFi settings > look for doobell Hotspot on the WiFi list> connect to your doorbell > then, while connected to your doorbell Hotspot, try to do the setup on your Google Home app.

Let us know how it goes.

Thanks,

Archie

[EmersonB]

Hello everybody,

@AdamPitt85 I just wanted to follow up and see if you were able to perform the troubleshooting steps above. Let me know if you have any additional questions from here.

Thanks for the help Archie.

Regards,
Emerson

[EmersonB]

Hey AdamPitt85,

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

Best,
Emerson