Nest Doorbell (battery) won't connect during setup

[sheaff]

Hi, I bought a Nest Doorbell (battery) but the setup just won't work. 

In the app, I follow the instructions up to the point where the app tries to connect to the doorbell. It is fully charged, plugged in, and the light is blinking blue. 

However, it doesn't show up and after a while the app says "Try moving closer to your Nest doorbell" and "make sure that your Nest Doorbell is on and connected to the same WiFi network as your phone".

But the app hasn't even tried to connect it to a WiFi network by this stage. So I have no idea what is going on, I am sat next to the doorbell and it is within 5 feet and the same room as my router. Ive factory reset the doorbell as well.

Do I just have a faulty product? I don't see any support for this on forums/Google websites. 

[janthadeus]

Hi sheaff,
 

Thanks for reaching out. I appreciate you sharing the troubleshooting path you’ve taken so far. No worries, we’ll sort this out — a few questions: what’s the make and model of your phone?  What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)? Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the doorbell? Also, were there any changes to your Wi-Fi network?
 

Going over the steps here might help:

1. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
2. Close all the apps running in the background of your phone, reopen the Google Home app then try adding it again.
3. Bring your phone closer to the doorbell within 10 to 12 inches during pairing setup.
4. Restart your phone, turn it off for 60 seconds then turn it on.
5. Put your mobile device on airplane mode, then turn on Bluetooth and WiFi.
6. Restart your modem or router, unplug it from the power outlet, wait for 1 to 2 minutes. Then, plug it back in.
7. Try a different mobile device.
8. If all else fails, factory reset your doorbell. Please read the instructions carefully on how to factory reset your doorbell. When the light pulses blue, it means your doorbell is ready for setup.

Let me know how it goes.

Thanks,

JT

[janthadeus]

Hey there,

It's me again. I want to make sure you're all good — how did the steps go?

Regards,

JT

[janthadeus]

Hi there,

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

Best,

JT