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?

[SuperAdam]

What new version? Or do you mean you purchased the  new Nest Hello Battery? Because there is no new version of the original nest hello doorbell. 

[SuperAdam]

This is %100 internal battery issue, mine started about 2 weeks ago, maybe even long before but I noticed it 2 weeks ago, I live in the south and this time of the year it's nice during day time and cold at night,during day time the Nest hello works flawlessly with the chime, when the temperature drops to the 40s at night that's when the nest shuts off when rung, lucky for me I have about 15 Google speakers and display all throughout the house so I can be notified when someone is at the door, this doesn't seem exclusive to Nest doorbell, Ring has this problem as well, you'd think someone would have thought of a solution to this since these doorbells are usually outside the house in the elements but I guess it would have cost them more money, it's funny that Google sneakily removed the battery and AC Voltage from the Technical Info section in the Nest App, don't hold your breath for Google to do something, if you don't have any Google speakers then buy a couple of the minis and they will do a better job than a chime. 

[sockpuppetsami]

I finally talked to support today to try to get some sort of resolution.  I was on the phone with Google support for 1 hour, 59 minutes, and 43 seconds.  In that time I talked to 4 different representatives who kept escalating me.  The final person I spoke to was a senior technical representative.  This person kept telling me there was no battery in the Nest Hello Doorbell and insisted because they were at the senior level they would know with 100% certainty.  I suggested they simply use the internet and look it up, there's definitely a battery.  Instead they chose to not believe me.  We went back and forth for a while and they finally said they would do some internal research and call me back in a half hour.  This was close to an hour ago.  I have no confidence I'm going to get a return call.  It's embarrassing how little Google's senior level workers know about their products and how unwilling they are to actually listen to customers.  It's outright shameful how they're handling this whole situation.

[sockpuppetsami]

I did end up getting a call back, although it was an hour later than I was told it would be.  Hilary apparently did her research and acknowledge there is indeed a battery in the doorbell.  She did not want to entertain the battery was the cause for the failure though and told me the warranty is only good for a year so regardless of what's causing the problem I'm out of luck.  I think my next steps are going to be to report this to my Attorney General’s Bureau of Consumer Protection for fraud.  Advertising this as a wired doorbell and making no mention of a necessary internal rechargeable battery seems very deceptive.

[jaamzw]

This is exactly my feeling. Their expert didn't even know if the battery. How in the hell is Joe Schmo to expect to have a battery fail within a couple years on the HARDWIRED doorbell they bought? 

[tollison]

So according to Google, I can ship my doorbell anywhere in the world and not have to declare it has a lithium ion battery? Or maybe take it on a passenger flight and don’t disclose that it has lithium ion battery? And likely a swollen one at that; very dangerous. Seems we need some honesty here? And repair options?

Google, care to chime in ?

[aljmark]

wow, I have exact same issue and tech support on phone is absolutely worthless, plus you spend hours on the phone to get nowhere.  This sucks.  Wife says pull this garbage out and get a ring doorbell.  Has anyone resolved this issue short of wife's suggestion

[SuperAdam]

I have news for you my friend,Ring has the same issue,it's the internal battery,best solution is to turn off the chime and invest in Google speakers,I have about 15 of them scattered across the house and this way I get notified when someone is at the door, my Nest Hub Max in my living room even shows me who is at the door when the doorbell is ring. 

[doggo]

If everyone could do us all a favor and report "Brad"  for violating the google message board policies.

He appears to be a troll and clearly doesn't work for google - he has not read anything here and continues to troll the community pretending to help.

https://www.googlenestcommunity.com/t5/user/viewprofilepage/user-id/18

The best way might be to click on his messages - top right drop down and "report inappropriate content"

[nestacular]

Issue not resolved - Tried contacting Google support and after a couple hours plus sending videos demonstrating the issue really didn't get anywhere other than an acknowledgement of this thread.

[JonMang81]

Same issue. Ended up changing door bell transformer to 24v (from 16v). Waited an hour. Issue seems to be resolved. For now. 

[SuperAdam]

Mine is working perfectly right now,it's 5:43 pm and temps are in the mid 70s but once it gets cold at night then mine cuts off once it's rung, so you just wait until it dips to the low 40s and try it and please let us know,many people switched to a 24 v transformer and still have same issue.

[JonMang81]

Have you tried turning the chime off? Does it still reboot/reset when you press the button? Mine wouldn’t and I was doing this as a work around. Also, because I have several google assistant speakers, I had them announce when someone rings the bell. There is a slight delay, not as fast as the door chime, but it was better than my nest hello rebooting for 30secs. Maybe this info will help others too. 

lastly, I’m in Denver and it’s currently 35 out. I’ll try it again when temp falls below freezing.

[SuperAdam]

I turn it off when it gets cold, that's the only solution.

[SuperAdam]

Mine doesn't cut off when chime is off, works like a charm,been doing this for the last couple of weeks, I have about 15 speakers and displays all over my house so this way I can live without the chime when cold, I'm assuming this summer I won't have no problems with it.

[JonMang81]

It’s under 30 now and it stopped working. Ugh! 

[SuperAdam]

I told you,it's the **bleep** internal battery, it's dying but cold makes it worse,eventually even when warm it will still shut off but for now it will work when it's warm outside.

[JonMang81]

So frustrating. From the thread I learned it doesn’t matter if you complain to google. I guess I’ll wait for the new version. I am sure it will drop soon. Nest/google just came out with a bunch of new crappy cameras. Who knows, maybe they fixed it so a door bell camera can last more than a couple years. Yeah, right… Bahahahhaha. 

[SuperAdam]

I doubt they will find a way to protect the internal battery from the harsh weather because if they do then it will cost them way more to make the device and I'm sure they will pass it on to us and if it's too high people won't buy it, that new Battery only operated doorbell doesn't even charge the battery in cold weather so if I were you I wouldn't hold my breath, also, to be fair, Google is not the only one with this problem, Ring has it too, saw it on Reddit where people complained about the same thing, I actually think it's more "fancy" to have my Google speakers announce that someone is at the door, so I'm fine with it. 

[MoopMeep]

They should put the battery on the other end with the chime connector. That way when it fails you can just replace the chime connector, which I guess would be cheaper. Since its protected from the elements it probably would last longer. I'm guessing it might not fit in some peoples boxes but maybe you have to hide it externally on top. Since it would power the chime instead of the nest doorbell, I am guessing it would need to have a bigger battery since the chime takes more power?

[TomS]

Many have responded that they use their google speakers for chimes, well I don’t have any and am not inclined to buy anything else from google. I do have Amazon Alexa Echo products. I used to ask Alexa to adjust my Nest thermostat, but google eliminated that. I do have ten Google Nest WiFi Smoke Detectors and they can make all kinds of noises and talk!  If Google’s products we designed to be easily integrated I bet their engineers could integrate the door bell with the smoke detectors. They are all on the same google nest app. Think they will do that?

[corpserv]

So in summary, after months of postings from many people with the same issue, there is no acknowledgement of an end of life battery problem and no hint of a solution.  Do I have this right?

[Niks]

That sounds to me like it was what Brad is saying. He locked my own thread hours after asking me if my situation is resolved without waiting for a response. I suppose he assumes we don't all work and have lives and can sit around with bated breath waiting on his answer for months. 

Hey Brad nothing is resolved. Nothing was explained and the only resolution I have come to is I need to not buy any google product and find another more reliable and more responsive company to purchase from going forward. Quite frankly the door bell is a security measure so if it arbitrarily stops working without explanation then I can't rely on it to be any sort of security which now makes it completely useless. If you can't provide a reason why it doesn't work for so many people and a permanent solution and explanation as to why we should trust it going forward then I don't think anyone should move forward with anything from google going forward. Instead we should share alternative products that can be relied on to offer the security we expect.

[SuperAdam]

You're %100 correct, don't go buying another one or even Ring,this happens to all doorbells that have internal batteries.

[TomS]

I posted the following on the New York Times Wirecutter website. 

Please update your Google Nest Wired Doorbell Review. More that 500 owners are complaining on the google nest community forum as per the link below.

In less than two years the internal back up battery fails which causes the device to reboot when someone presses the button. So, your chime does not ring inside, you do not know someone is at the door, you cannot see or speak with whoever is at the door….so generally stops being a doorbell. Google’s response is that it is out of warranty, buy another.

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...

Tom Schaefer.

[C1TPT3]

Hi,

I have had a nest hello doorbell for quite a few years now and when I first got it it used to ring my phone when someone pressed it. Unfortunately it hasn't done that in a very long time. I still get notifications if it spots someone but nothing when the actual doorbell is pressed? Has Google disabled that alert type for someone?

Cheers

[C1TPT3]

Not sure why my post got moved here, not sure Brad is actually reading the posts before he puts them in here!

I don't have the same issue with it cutting out. My issue is it doesn't call my phone when the button is pressed. It uses to call my phone when I first got it and now nothing! Has Google removed this alert from phones?

[Brad]

Hey there.

Unfortunately, this is an ongoing issue. There is a mega-thread about it here. Please take a look, as this thread will be merged and locked to that thread. 

Best regards,

Brad.

[C1TPT3]

My issue isn't the doorbell shutting off when pressed.

My issue is when the doorbell is pressed it doesn't notify my PHONE. It does notify my Google home and my settings are all correct.

Like I said, when I first bought the best hello it used to call my mobile, very similar to a normal phone call. Now it doesn't do anything 

[SamGray]

@C1TPT3 my guess is your issue is the same as mine (for cameras). Google Home is receiving the notification and recording the event, but the Google Home app on your phone refuses to notify certain makes of phone/android versions/iOS. So some people have chronic issues with a specific mobile device (despite all the troubleshooting in the world) but their other mobile devices receive notifications fine from the same camera/doorbell. Do you have another phone with Google Home app installed and signed into your same account?

[rick44]

I got all of these email notifications that Brad was closing this thread out when nothing has been done at all from google. But now it appears they have all been deleted. Here we are, still having issues with our WIRED doorbells not working anymore because a battery that google or nest did not disclose as existing in the device has issues. Once I get to the point I can get off the Google ecosystem of home devices, I will. Hopefully my other doorbell and outdoor hard wired camera don't have the similar fate as this piece of bleep device once they hit their out of warranty cycle.

[krynnite]

I"m having this same issue. It is powered by the house, and has not had an issue until sometime recently and isn't a consistent issue with every bell ring, but it does make it impossible to actually speak to the person when the camera goes off after a bell ring.    THe power supply is from the house the electronic chime is set to off, and this only recently became athing.

[GusOz1]

Same. How do you fix that issue? Might go to ring doorbell. 

[SuperAdam]

Turn off the chime, if you have Google speakers then turn on visitor announcement so this way your speakers will let you know when someone rings your doorbell. 

[GusOz1]

Thanks Ok. It doesn’t cut off when i turn the chine off but i don’t have google speakers. Just alexas. Whats the real fix for this issue? 

[SuperAdam]

The only real fix is to take apart the Nest doorbell and replace the internal battery and it's not an easy process,I don't even know where you'd find a replacement battery for the Nest doorbell, here is the link to the website if you're still interested https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729

[r6daddy]

Just posted this on Reddit:
I had this issue also and solved the problem by installing an inexpensive MOV (metal oxide varistor) at the door bell. After calculating the MOV type and looking for a source online, I found one (two in a package) on Amazon for $2.09. It seems that the surge created when the mechanical doorbell is rung, causes the doorbell camera to reset. The MOV took care of that. This is not the forum to explain how an MOV works. You can check that out on Google. Attached is a link with a few pics and an Amazon link that may help you. Good luck.
https://imgur.com/a/6Qc1Pi2
https://www.amazon.com/dp/B00M2CSXDK/ref=cm_sw_r_apan_i_TR2KKR33HZSMSVYYFPBC?_encoding=UTF8&psc=1

[SuperAdam]

Do you have a link to how you installed it?

[r6daddy]

I posted a pic of my doorbell with the MOV installed. It's in my comment. 

[GusOz1]

Where is the pic?