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.

[aatienza]

Hey JuiceBox098,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. Could you tell us the case ID from your interaction with our support team so I can take a closer look?

Thanks,

Archie

[JuiceBox098]

Hi Archie - I don't think I was ever given a case ID. But you can review this thread on the Xfinity forums - it looks like other people are having similar issues.

[wilkanah]

I am having the exact same issue.

The doorbell connected fine up until Tuesday last week. I got the disconnected notification but I ignored it at the time. 

I have done quite a bit to troubleshoot and only got the doorbell to connect when using my phones wifi.

Splitting my home network and trying the 2.4Ghz network did not work either.

Kinda annoying this...

[mma20]

I saw the exact same thing. Disconnected on Tuesday last week. I assumed it was an Xfinity outage. Was still offline Thursday night. It connects fine through my T-Mobile hotspot but not through my Xfinity router.

Also added more details in the Xfinity forums thread above. The doorbell is connected to the Xfinity router fine (WiFI test to that device is fine), I assume it can't connect to the Nest/Google service.

Other Nestcams are fine. It's just the doorbell that went offline.

Somebody in Google should escalate this to a P0 since we use these devices for security.

[Brad]

Hi there,

Just checking in to see how the conversation is going, as there's been a lapse in activity on this thread. Also, for those who haven't filled out this form, please do, so a higher tier of support can reach out to you. 

Best regards,
Brad

[eric_m]

Form sent. Thanks.

[Richfinn611]

I filled out the form and was told someone would be reaching out. The doorbell still will not connect. I await the response from a google rep.

[Brad]

Hi there,

Just checking in on this thread and the activity on it. I can see that forms were filled out, and support has hopefully reached out for assistance. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[Brad]

@Richfinn611

Support will definitely reach out to you for further assistance. I apologize for the wait thus far, but thank you for your patience! 

Best regards,

Brad

[janthadeus]

Hey Tfish21,
 

Thanks for sharing your thoughts with us. Your efforts are highly appreciated here. Sounds like a plan! Keep us posted.

I appreciate your help here, Brad. 

Thanks,

JT

[janthadeus]

Hi there,

Thanks for trying. Sounds good! If you need help in the future, you know where to find us

Best,

JT

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[Richfinn611]

Doorbell still does not connect to Wi-Fi. I filled out the form. No one has reached out. At this point can I just have a refund?

[EmersonB]

Hi Richfinn611,

We appreciate your patience and sorry for the delay. I checked your case and reached out to the Support Representative that's handling your case. They'll get back to you anytime soon. I suggest you keep an eye on your inbox.

Regards,
Emerson

[EmersonB]

Hello eric_m,

Thanks for getting back to us. I know you've gone through a lot about this issue and I certainly wanted to help you with this. It seems that there's an incompatibility with your WIfi network and your new Nest doorbell. You can check the recommended settings here.

Keep us posted.

Thanks,
Emerson

[Brad]

@eric_m

I am very glad to hear that you were able to resolve this with your ISP. Thank you for sharing, as this information could help others experiencing the same symptoms. Please let me know if you have further questions.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

@eric_m

Thank you for sharing your workaround! I am sure many others will find it helpful. Not bad to try these troubleshooting steps, even if they may be a bit time-consuming for some. Thank you for your patience, and please let me know if you need further assistance.

Best regards,

Brad

[JuiceBox098]

A few days ago someone made a post that they tried connecting their doorbell again and it worked. So I tried again as well and it connected. Except for a few minutes a couple days ago, it’s been connected for about a week. 

[Brad]

@JuiceBox098

I am relieved to hear that your doorbell is working for you! We'll leave this thread open for the rest of those who may still need assistance. 

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[eric_m]

I'm having the same issue. Got the Nest doorbell (battery) 3 weeks ago and it worked fine until last week when it showed as offline. Tried the usual, restart the doorbell, factory reset. Restarted my router/modem. Nothing. Chatted with Google's support team which ended with a test of the doorbell using my phone's hotspot, which worked. And the guy said this resolved the issue... But of course, when I shut down my hotspot, it would connect to my home network..

So, I went to the place that sold the doorbell to me, exchanged it with a new one and came back home... All happy that this would solve my problem. It didn't.

First time I tried, it connected to my wifi network but, I kept getting errors when it was trying to establish a connection with the Google servers. Reveived the message "Try again later".

The next day, I tried again and now, it wont connect to my network.

Very frustrating... And Google was no help.

I find it kind of weird, reading these comments that, many users started to have this issue last week.

[double]

I have the same issue. The doorbell randomly disconnected. We even got a replacement doorbell shipped from google because we spent an hour troubleshooting. I tried restarting everything multiple times, and still nothing. I can, however, connect my google hub to Wi-Fi with no problem.

[adi25049]

Same issue with Cox Wifi, all nest cameras (battery) and the battery doorbell went offline and now are stuck at connecting to wifi stage

[Jinxerton]

Same issue with my doorbell, lost connection last week and cannot reconnect . I also have cox 

[Richfinn611]

I have the same issue with a nest battery doorbell and Cox router. Everything worked fine for months until approximately 2 weeks ago.  My nest wired cameras all work fine (both inside and outside my home). I did all the troubleshooting, including attempting the setup with a new replacement doorbell but the new doorbell still will not connect. Seems I’ll probably have to return it for a refund unless there is a fix in the works. 

[wilkanah]

@aatienza 

I have a case id: 

3-9398000032865

the google support team is suggesting its a problem with the internet provider.

More and more I think it's a nest doorbell battery problem.

By the way, it sucks that you have to remove the doorbell battery from the home and set it up anew whenever you want to change the Wi-Fi.  The original Nest products did/do things better. 

[Frustrated8]

Same problem here.  I also did a factory reset with it not working to reconnect.  I also removed the Nest doorbell from the devices on the XFI app. I also longed into the xfi router page using the gateway IP address.  The doorbell shows up as online.  If you unplug it drops down to the offline devises. When you plug it back in and go through the steps it goes back up to online.  Just a wild guess, but is it possible that the "new" device is trying to use the same IP address that is already assigned in the router? I can't find anywhere to remove a device from the router page.  The doorbell isn't in the app but can't remove from the router page to see if that is the issue.

[eric_m]

I had a similar problem with mine, although not the same internet provider. To resolve the issue of the doorbell showing up on the router connected devices page, and offline in the Google Home app, I had to reset the doorbell to factory settings and then, on the router page, "forget" the connected device. But that didn't fix the doorbell not connecting to my network... Hope this helps!

[Frustrated8]

I couldn't actually find how to remove a device from the router page.  What I did and I was going to do this anyway was bought a mesh system.  Put the xfi in bridge mode and hook up the mesh system.  Added the doorbell with no problem.

[eric_m]

Finally exchanged my doorbell at Lowes. Came home really optimistic but that didn't last long. I'm having the exact same issue with a new one.

I restarted my router again, tried another one I had on hand. Still the same. And it works perfectly when using my phone's hotspot.

I don't get it. How could it be my internet provider or my router? Router is Helix (same as Xfinity but in Quebec, Canada) but, I tried with my Asus router as well.

Google is just no help with this. Thinking of returning and getting a Ring Doorbell instead. It's really frustrating and considering the investment of Google smart devices I've purchased for my home, very disappointing.

[mma20]

My wife wanted to replace the Nest with a Ring but I  didn't wanna drill into the stucco again, so I ended up replacing the Xfinity gateway with off the shelf modem and router and the doorbell work fine. Gonna return the Xfinity gateway and save the rental fee.

I added more details in the Xfinity forum. You'd think Google and Xfinity would have the technology to figure out what happened to cause this interaction failure.

[MplsCustomer]

Curious.  Maybe it's a combination of something with the battery doorbell and something with the Xfinity router.  We've had Xfinity for years, with Linksys routers in bridge mode as access points, and have no issues with our Google Nest cameras and doorbells (including 2 of the newer cameras but NOT the battery doorbell) and Nest Hub and a Mini.

[Tfish21]

Yes, it does seem to be an incompatibility issue between the battery doorbell and the Xfinity router. I spent an inordinate amount of time troubleshooting today… Frustrating to deal with this issue, but grateful to you guys in this forum for some insight. The only way I got the doorbell to reconnect, be online and stream live video was to use the hotspot from my iPhone (via XFINITY Mobile). So, I know the door bell works… as it has for the last several months (until a week or so ago). I hope that Google and/or Xfinity can achieve resolution. Otherwise this security device is worthless! Of course my iPhone is not gonna stay at the house to provide a hotspot for the doorbell!?!, so I will be submitting a form in hopes that Google will escalate this.

[mcyril]

This happened to our doorbell too. Tried all the troubleshoot but just didnt work. I might call for google support, as we have Xfinity as well. Your post is very helpful. Thanks! 

[eric_m]

Anyone contacted their internet provider to see if THEY can fix the issue? I received a new doorbell from Google, after being contacted by a support agent, to replace the one I had that wouldn't connect to my wifi but, it still doesn't work.

I did noticed something this time when I first setup the new doorbell.

After connecting to the doorbell, the Google Home app asked to connect to the Wifi, which it seem to do because my screen showed the message "Connecting, Finishing up, This may take a while".

Not long after that, I received the message "There was a problem communicating with Google, Try again"... And I got the same message every time I tried after that, until I waited a few hours, or maybe the next day and then, it would simply not connect to my wifi network.

I also purchased a range extender (wifi pod they call it) from my internet provider, which is a small box that you plug in a power outlet, to see if it would help but no... a hundred bucks wasted.

In any case, I will try to contact my internet provider to see if they have any clues as to what's going on and then, write back to Google support.

[Toekneetrue]

I'm having the same issue.  I had a Google doorbell it worked for a few months until the last recharge.  After  the charge it couldn't connect to the wifi.  I thought it was faulty so I bought another google doorbell.  Same issue arise.  Wifi it can detect but cannot connect. 

I've moved it closer to the router and closer to the extender nothing works.

[Brad]

@Toekneetrue

It could be that you are trying to connect it to an extender which is giving you trouble. It would be best for you to connect the doorbell directly to the Wi-Fi 2.4ghz or 5Ghz channel if you have a dual-band router. 

Best regards,

Brad