Nest Hello Doorbell cuts out when button is pressed

[DarkGhost18]

I've had my Nest Hello Doorbell since 2018, it worked perfectly and without issue until recently. Now everytime someone presses the button, it cuts out mid ring in the device, and loses power. The camera stops working until maybe 30 seconds later. Does anyone have any suggestions on how to resolve this issue?

[Lore4321nz]

Got it, it’s hard keeping track of the different versions of the products. The “Nest Google Google bell door cam door bell battery with out the battery but with the charger” blah blah blah etc etc etc. Why can’t they just keep it simple?  Just call it the same, one wired and the other battery powered version.  Give it numbers like version one two three etc.  

[TomS]

I am one of the owners who bought at retail from GoogleNest a replacement for the failed unit. I have repurposed the failed unit as a very expensive baby monitor and have taped over the doorbell button to disable it. I have not given up the fight. I want GoogleNest to refund my expense, based on principle. I have saved every email I get from activity on this site for when the Class Action begins and this site might be brought down. I do not have a printer, so would encourage others to capture all our documented complaints. Note: you will have to repeatedly click on “load more responses” to get all the responses in on document. Note that you can sort by newest or oldest so sort before you add more responses because it will resort back to one page otherwise. Also avoid the printer friendly view as that also goes to only one page. Do we have a lawyer among us?  How do we start the Class Action?  Let’s make GoogleNest accountable!

[EricO88]

My new battery arrived today from Amazon. It took about three weeks to get here.

Steps 1 and 3 on Ifixit were the most frustrating. Prying the faceplate and internal circuitry was tough especially having the original nest doorbell that's cracking from sun exposure. 

For those who are in denial and blaming this issue on a software update I can almost gaurantee this is a dead battery issue. I too started having issues when the seasonal tones were released. My old battery looked swollen like others mentioned. My Nest Hello is back to working again. No more freezing when rang. 

[MePhiMe]

It's not denial. Dead battery, yes. What you need to do is read. Over and over again you will see that everyone whose battery has died happened after the software update. It didn't matter if their system was 6 months old or 2 years old, they all went after the update. Someone recently said they had 2 units that went at the same time as well. If you don't believe Google would pull an "Apple" and release code that is meant to lessen the lifespan of your battery and hence, unit, you are the one in denial. I will be more curious to see how long the new batteries last for the people swapping them out. And Google has offered no real explanation nor any real support as you will read below as well. But hey, you obviously have a lock on what Google is or isn't doing here.

[EricO88]

I've read every single post since the inception of this thread and have been following closely since November. You started posting here three weeks ago. By now you should understand the doorbell is briefly powered by the battery while the chime is activated. If you've read anything you should also understand these batteries only last 2 to 3 years on average. Even if the issue was caused by an update, the battery still has a short life expectancy and will eventually fail after a few years. So you think Google is releasing code to brick our devices? This isn't the Matrix. Why would Google risk losing customers to a competitor and not to mention losing out on Nest subscription revenue.

[MePhiMe]

The Matrix? Nice reference gramps. Apparently you have never heard of that little company, Apple. They actually did this exact thing, and in the real world too. As for you going back to check on my posts starting 3 weeks ago you'd be incorrect. I have 2 accounts with Google as I have two active phones and each using a different account. I'll make another and show you how it works. Or is that only something that exists in the Matrix as well? Sharp, real sharp.

[NeoMcMorpheus]

Greetings from the Matrix.

[EricO88]

My last reply must've really struck a nerve huh? Gramps, multiple replies, fake username, self given kudos. Good luck with your broken doorbell. 

[NeoMcMorpheus]

Well, not like I didn't tell you I was going to add the reply with another user name gramps. Or are you in denial? But that is why I pointed out your need to actually read the posts. What "struck a nerve" was your nerve in your first post. After that it was all gravy, 23 year old movie example and all. 

[EricO88]

No, you are clearly triggered by my Matrix reference. That's all you've been talking about. 

Out of respect for others wanting doorbell related dialogue, this will be my last reply to you.

You take the blue pill - the story ends, you wake up with a broken doorbell and believe it's caused by an update.

You take the red pill - you stay in wonderland, I show you why your doorbell is failing. 

[NeoMcMorpheus]

Oh grampa Eric. Keep the Matrix flame alive in your heart! I'm sorry you can't get out of your golden days but perhaps now, in your golden years you can continue to drink the Kool aid. Sure, all the doorbells went at the same time due to a battery dying. Even if the battery is 6 months old or was in an area like Phoenix, in dry, hot weather vs freezing weather (that Google themselves state is the issue, which makes no sense in the case of those not in freezing climates). Out your grandpa reading glasses on and actually read all the posts on the thread this time. Funny, I also live in a very warm climate area and had it happen during 60+ degree weather.  But Google wouldn't make anything up, right?

[MplsCustomer]

@MePhiMe  aka @NeoMcMorpheus 

Sigh. The simple truth--that the internal battery in the Google Nest Hello Doorbell often fails after just one or two years of use--is bad enough. It indicates that this expensive video doorbell has a flawed design that makes it dependent on a battery with a very finite lifespan. I think Google Nest should be forthcoming on what it knows about circumstances that cause the battery to fail sooner (e.g., is it affected by frequent use of the doorbell button?), should offer discounts to help customer replace their failing doorbells, and--if the internal battery is going to continue to be a failure point on new Nest doorbells--make the battery a customer-replaceable component.

I don't think we have to resort to a theory that Google Nest deliberately released a software update that "bricked" our Nest Hellos. We have 3 Nest Hellos of various ages that have not been "bricked", but we do now know that the internal battery on any of them could fail at any time. And as a customer who is himself a grandfather, I don't think we have to disparage our fellow customers as "gramps" needing "grandpa reading glasses".

[NeoMcMorpheus]

Hey, I am all for courteousness in the discussion. I don't appreciate people that add to their posts telling all of us that don't see eye to eye with them that we are in denial. But I admit it does take 2 to tango and as such I will back off of Eric. I agree that the theory that Google could have pushed an update with the implied expectation it would drain or harm the battery life of the battery on purpose is not the most likely however I am not sure how "bricking" the phone got attributed to me here. Eric states that and I am guessing in relation to someone else's post but decided it must have been me, so we can move on from that as well. I am stating that the coincidence of the issue happening with the update itself should not be simply thrown away in consideration of the issue. It very well could have been an unintentional result and code can very well affect functionality that harms the battery/battery life. In this circumstance I think it very much needs to be considered as people in multiple climates, with multiple devices and with both new and older devices had this happen at the same general time, post update. I choose not to discount that an update could be the root cause. Google has actually done this before. As for if it was on purpose, I simply pointed out that Apple had to pay ($113 million) to settle the fact they did so knowingly. Samsung did as well but stated they didn't do it on purpose, that it was a coding issue in a software update. As stated above, Google had it's own "oops" in the past when it changed battery settings on Android for a small set of users in what seemed like a similar test and got slammed for not telling anyone and for never explaining what they were trying to do. The common belief is they were following Apple's lead and when Apple got caught they didn't take it any further. You can lookup "Apple batterygate", "Samsung batterygate" and "Google batterygate".

In my prior posts I agreed the battery was at issue. What I pointed out was in reference to the how it got that way. Google has given an answer that looks to have been disproven (extreme cold causing the issue but that would mean those having extreme cold would be the only one's that have the issue). As for battery life, maybe, but I don't think it is due to usage as I am one of the many that has had very few "doorbell" pressings. I think that anyone that has "figured it out" in reference to how it happened is missing that we really don't know or have enough data yet to rule anything out.

[EricO88]

@MplsCustomer  

Well written. I knew those ageist comments weren't going to sit well with others. I'm not biologically old enough to be a grandfather but kudos to you for calling him out. 

I agree that a discount would be an great solution. A total replacement is probably unrealistic since a majority of people started having issues outside of the warranty period. 

[nestacular]

While the trickle charge/difficulty of replacement is aggravating, a discount on a new unit at the very least would be a quick way for Google to address this, especially given the timing of battery failures. 

For a company of this site, they're not making much progress on an issue that has now been well known and relatively widespread for a number of months.

It's your move Google.

[cjoshi]

Lol they are not making progress on anything. Have u seen the amount of features google home ecosystem is lacking? Plus whatever they have promised since last 2-3, none of it have been delivered. Despite all these issues they didn't fail to introduce new hardware which has similar foftware issues. What a joke. 

[Debby]

I called Google customer support as I'm having the same issue with my doorbell which was also bought in 2018 I told them the issue even though it was out of warranty they let me exchange it for a new one it's worth trying its a little process but I think worth it

[TomS]

Congratulations!

[MePhiMe]

That is great to know. I might reach out to them as well now. Maybe they are loosening the restriction in light of some new information or management movement at Google. You mentioned a process, can you give any details on what that entails (e.g. do you have to send them the existing doorbell back first or within a certain timeframe)?

[nestacular]

Told to buzz off as it's out of warranty.

@Debby  How were you able to get past the "it's out of warranty, go back to Dodge" answer from from the front-line folks?

[Debbyg]

I asked them to get a hold of there warranty department and they requested a replacement since this is a known problem which the warranty department knows about you have to get them to escalate it to the warranty division it took two day but they approved it I had to buy the replacement they put a hold on my credit card and then I had to return the defective one with in 21 days they received it yesterday and already refunded my credit card they also told me that they wouldn't replace it in the beginning because my nest was 2 years out of warranty I told him this is a known issue and he said he never heard of it but once he contacted the warranty department they admitted that it was a problem and did the work to get it approved you have to get the warranty department involved the main customer service person can't do anything they say

[Avbcon12]

So, I'm not sure how you got this because the response I've now gotten from 3 different support members is "we do not have a separate warranty division" followed by "we cannot help you further". 

[Debbyg]

I'm not sure either I just explained the problem and they approved it within a couple days 

[JudyNaese]

I was just wondering if everybody was still having this issue? Because we have had a couple of good warm spells in Illinois and now mine is working fine again. Idk why? Thought I would share that, cause I did see where someone had said they thought it was from the cold. But now I can't find it. Hopefully mine keeps working. Fingers crossed...

[MePhiMe]

Mine has been sporadic at best. Mine went down when they sent the holiday update. Weather was in the ############ degree range at the time. I do test runs every weekend and sometimes it works, sometimes it doesn't but when working it eventually goes down again. It has been ############ degrees lately and once almost to 70 degrees but not working still or consistently unfortunately. This is on a wired doorbell. What I am finding interesting is that it may be different end results for people if some get their functionality back when it gets warm. It may mean that battery replacement may only get folks until next winter and it could repeat or if they are lucky they will make it 2 winters before having the same issue. The flip side will be for people like me that had it occur in warm enough weather and whether (no pun intended) it needs a battery replacement regardless. I am waiting until a future software update is released before I even go that route though.  

The fact yours came back when it warmed up possibly shoots down the battery replacement theory (at least for a good portion of folks that were apparently in denial). Can I inquire as to what model you have of Google/Nest Doorbell and if it is hard wired plus battery or just battery?

[Niks]

Mine is working again but it started working again not during a warm up. Then we had a cold snap and it kept working. I believe there was a software update and it started working after that... Honestly I don't trust it at all now because it went down while we were on vacation and really needed it to work. I am researching other brands and will probably replace the stupid thing with a not google product before my next vacation to be on the safe side. Google lost my trust. Security cameras are not things that it is okay to have go out randomly for unexplainable reasons. And their lack of support or accountability speaks volumes. And to be honest even when it was working the functionality was never terrific and my friends with ring seemed to have much better functionality and responsiveness in general from their doorbells. 

[TomS]

I live in Phoenix. Doorbell failed with no cold wether. Cold wether, however, is hard on batteries, which might make them work sometimes. But, the problem here is the battery has reached end of life in approximately 2 years. 

[rydordi]

I enabled my chime and it still cut out. I am still on Firmware version 4110054. Did yours update? 

[MplsCustomer]

Two of our three Nest Hello Doorbells are now going off-line whenever the doorbell is pressed. (Just yesterday I commented any of them could fail at any time!) When this occurs, visitor announcements are sent to the Nest Hubs but nothing can be seen. The doorbells failing are 19 and 17 months old. The one still working is 2 months old and uses a separate electronic chime. The software/firmware version on all 3 is 4110054. It is 30 degrees F today. For both--as others have reported--the doorbells do NOT go off-line if the indoor chime is turned off.

[MplsCustomer]

This issue was first logged on Oct. 31, 2021. I've been watching it ever since, wondering if it would happen to us. Today it started happening with our 19-month-old and 17-month-old Nest Hello doorbells.

On Nov. 29 you asked if "you still need assistance with this issue."

On Dec. 1 (edited), you said "Still looking into this issue to determine a fix."

On Dec. 3, you said "Please continue to provide your feedback on this issue."

On Dec. 6 and 7, this issue was escalated to the "Nest team".

On Dec. 7 (edited), you said "there is no fix for this issue at this time."

On Dec. 9, you invited us to use your "form" and provide our device's serial number so "the team can do some additional checks and take the appropriate action." I have done so today.

On Dec. 17, we were asked again to be sure to fill out the "form".

On Dec. 12, you moved another thread here.

On Dec. 21 you asked us to continue to fill out your "form".

On Jan. 19, you said: "this issue/bug is still being looked into at this time."

Given the fact that, after 4 months, more customers continue to report this problem--and with over 500 replies on this thread, isn't it time for Google Nest to provide an answer or "take appropriate action"?

[leiicn]

Exactly, where's the appropriate feedback/update from Google???

[Jagman]

I purchased my Nest doorbell little under 2 years ago. My box says 2 year warranty. I am having same problem as all on here, so I initiated a warranty claim. Warranty lady called me tonight, and basically said only 1 year warranty, but she could put me in contact with repair person I can pay to look at it. I said how can box say 2 year warranty, but you are telling me 1 year. She basically said if I don't like it, file a complaint. Click! She then hung up.

[cjoshi]

Wow, google is something. All these trillion dollars companies need to learn their lesson somehow. I wish there was an effective way to unite people and abandoned their products and services all together.

[joshund13]

I agree.  Hey Google ->  I'm working to get rid of all my nest cameras and completely switch platforms.  I will no longer participate in giving google any more money for Nest Aware or hardware... 

[chunkywizard]

Just to say I have seen this also. I'd appreciate a reply from Google about the proper procedure to get a replacement for a failing unit

[chickarita]

I might be in a similar situation to everyone here and have an open case id which has been escalated to engineering, since I spent 2+ hours on chat to troubleshoot with Google support yesterday.  I stumbled onto this thread because I'm wondering if the internal battery in the hello doorbell is failing and also causing the doorbell camera to frequently go offline and online randomly.  But I never received the notifications that the hello doorbell was going offline!  I noticed it's been an issue since Dec. 2021.  Yet, my Nestcams hardly ever go offline and it's on the same wifi network as the hello doorbell.  My hello doorbell was installed in Nov 2018.  Turning the indoor chime off and relying on google hub notifications doesn't work when the doorbell is offline.  I'm at wit's end trying to fix this and I really need a doorbell that works! 

[PAinAZandMN]

Same issue with doorbell cam.  Also had problem with interior Nest Cam doing the same cut out when it was activated to record. Both have gone offline at the precise time I need them to record.  Not good, thinking of trashing all Nest cameras and going with a professional service like ADT.  

[tollison]

This is happening to me. My doorbell reboots when the button is pressed.

Research led me to understand the internal battery is dead/swollen. I then see the teardown and decided I'm not doing any of that.

My research suggested the transformer may not be powerful enough to keep it powered when its rang. Fair enough, I'll just get a new one. A more detailed description is there is a quick power surge when button pressed as the internal battery "props up" the low voltage physical wiring, keeping the doorbell and video stable for a millisecond. If the internal battery is dead or there isn't enough power, it causes the doorbell to reboot.

So, I thought okay, I'll replace my 16V transformer with a 24V one. Did that, problem persists. Oh, the new transformer also fried one of my indoor chimes, so that's neat.

Next, I thought hey, I'll buy one of those 24V wall-plug transformer so I can physically plug into a known working outlet on the front porch. Did that, issue persists.

I decided to remove the doorbell and plug a micro-USB power adapter, see what happens. Works fine, no cutout.

Doorbell is currently hooked to the micro-USB and is charging the internal battery. The unit is hot to the touch, indicating the battery is, in fact, charging. Now it's pitch dark and I've got to hook everything back up since we run a small business out of our home.

My conclusion is that the small internal battery will fail. When that happens, you have two choices:

1. Find the tiny battery on aliexpress or something, wait 2 months for it to arrive, then follow a teardown guide to replace it, hook all back up and pray it works.

2. Consider the Nest Hello to require a full replacement every ~2 years. In other words, time to re-buy one. Fun!

Pretty irritating, Google. Should be a recall or a way to have the battery replaced. I'm not fond on buying a new one every 2 years. That's idiotic.

Good luck. Oh, and Google, if you want to send me a replacement that would be great. Your product has a flaw, so that's the way you should handle this.

[jaamzw]

Google has gone to $h!t recently with their service.  I was happy to buy all Google, that has changed.  

I just wanted to mention that keeping the battery plugged in will likely explode soon especially since it's likely already swollen and hot to the touch.  Hopefully you can get a replacement before that happens.  Maybe if it does Google will actually do something instead of ignoring the problem though..

I bought a HARDWIRED doorbell so i didn't have to worry about a battery.  It is absolute garbage that there is no mention of a battery anywhere before buying this doorbell.  The doorbell it replaced sure as hell worked fine on the same wires and it didn't have a battery, why should I suspect anything different as an end user? 

[Mdice11]

I mentioned this a while back, but wanted to bring it to the front.  I also had the same issue, went through troubletshooting, etc.  Out of warranty, not replacement offered.  However, most credit cards offer extended electronics warranties.  I completed the form, got a refund for my original, and purchased a new version for less than I paid the first time.  If google won't step up, maybe a bunch of claims via the credit cards companies will put pressure on google.