Nest Doorbell (battery) won't connect to WiFi

[JuiceBox098]

I've had the Nest Doorbell (battery) for a few months with no issues. This week, the doorbell lost its connection and I thought it was a battery issue since it was reported at 10%, although I thought it was weird that I did not receive a notification. I then tried to reconnect the doorbell and it didn't work. I tried resetting to factory settings, rebooting the phone - nothing worked. I was on the phone with Google support for more than an hour and they eventually sent a replacement doorbell. When I tried to connect that one, it connected on the first try, but then the setup did not complete. I tried multiple times after that and it still did not connect. I got back on a call with Google support and the doorbell connected, but only through my mobile hotspot so they say it's something with the Xfinity WiFi router. I have no idea what the problem could be.

[eric_m · Accepted solution]

Allright.... Here some news that, hopefully, will help some of you. I just finished a call with my internet service provider's support team and he helped me fix the issue.

My router/modem had the same name for both my 2.4ghz and 5ghz networks (that's the way it was initially setup). What he told me was that because of this, the router would always prefer the 5ghz for the connection and didn't let me select which one... And Nest devices apparently work better on the 2.4ghz band.

So he had me rename the 2.4ghz network, which "separated" them and then, when connecting my doorbell, I could manually select the 2.4 band.

From then on, everything went smoothly, and the doorbell finally works!

Hope this helps other people!

[MplsCustomer]

Curious. We have the same SSID for both 2.4 ghz and 5 ghz with multiple cameras, doorbells and Nest Hubs with no problems; but then we don't have a battery doorbell.

[eric_m]

We have a nest thermostat, a few cameras and many speakers and none of them have this issue... Only the battery doorbell. Really weird and, this thing seemed to happen pretty much at the same time for everyone on here.

[eric_m]

Here's something new. After about a week following the renaming of the 2.4 band so it's "separate" from the 5ghz one, all my other nest devices went offline, pretty much at the same time. Had to reset them to factory settings in order to connect them to the 2.4ghz band.

So far, so good. Hopefully this is a permanent fix. 

[Exteenaw]

I had the same problem. Had a nest doorbell working fine since June, and stopped working in September. I spent over an hour troubleshooting with Google, got nowhere. Eventually they agree to send a replacement. That one also didn't work. I called again and spent another nearly 2 hours talking to two different techs, who almost insultingly insinuated I didn't know my own WiFi password and I must be putting it in wrong (even though I could successfully add my several other Google devices with no issues). Eventually I asked to speak to a senior manager, told them I just wanted a refund if the equipment wasn't going to work. I mentioned this thread, and that dozens of people are experiencing the same thing. He admitted it's a known problem with Cox and another service provider they are working on, and agreed to give me a refund. I couldn't believe the time the other service techs wasted, refusing to actually solve my problem, sweeping under the rug that this is a problem on googles end that is not currently solvable! Ridiculous! Glad I am getting my refund, genuinely bummed to not have my nesr cam anymore. 

[Brad]

@Exteenaw

Sorry to hear you haven't had the best experience, but we’re always looking for ways to improve, and appreciate your feedback. You can send it at any time using your devices by saying, "Hey Google, send feedback," or by following the steps found here. 

Best regards,
Brad