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?

[r6daddy]

In my first post. Here it is again.

https://imgur.com/a/6Qc1Pi2

[GusOz1]

How do you know which one i need? I don’t know how to read that chart?

[GusOz1]

Did you install it behind the actual nest doorbell or at the chime.  Finding that it my be my doorbell transformer is failing and nit putting out enough voltage to support the doorbell. 

[r6daddy]

At the chime. See my link with a pic.

[r6daddy]

You still need to meet all of the requirements for the doorbell camera. The transformer must be sized per the specifications.

[CTDC]

I was finally able to try installing the MOV. Not sure of the issue, but it didn't fix anything for me. I can try and troubleshoot, but won't get a good chance until this weekend.

[SuperAdam]

Oh ok,I kept clicking on the Amazon link,that doesn't seem to be a lot of work at all,this thing is so small I had to look several times to find it in the pic,I will definitely get one, if it works then you sit deserve an award and not the Google folks who are good for nothing. 

[r6daddy]

Wish it didn't take so long to get (5 days by USPS).  Took two minutes to install. It came from Oakland, Ca. (3rd party vendor for Amazon). I live on the east coast. Let me know. how it works out.

[SuperAdam]

Does it have to be the same voltage as the one you bought? I found several on eBay but they have higher voltages, would it still work with the higher voltage? 

[r6daddy]

May not. The chart with the highlighted part number has the specs that worked for me. I would not deviate. You may have luck Googling that part # or speaking with someone who could give you an acceptable replacement. I found others but they were in mass quantities. That's why I purchased from Amazon. 

[r6daddy]

Found my worksheet for the MOV.

25.5vac working voltage.

102 vac clamping voltage. 

These were for the transformer I have installed. I think it's 20vac. The MOV I installed is close enough. 

[JillG]

I filled out the form that was requested here months ago. I got an email last week from the team requesting my Hello's serial number. They then replied that it was out of warranty.🙉  WE KNOW THAT~

Anyway, just wanted to leave this here and I am forwarding the email chain I got from Nest support to this group's Community Manager.

Jill

[r6daddy]

Good luck!

[GusOz1]

I don’t even know how you would add something else back there. Bare has enough room to wire the doorbell. 

[MplsCustomer]

One month ago (March 2), 2 of our 3 Nest Hello Doorbells (19 and 17 months old at the time) started going off-line whenever the doorbell is pressed. Like @JillG, I too filled out the form. We've since turned off the indoor chime as a workaround. I too have heard nothing at all from Google Nest.

I don't know what to make of the varistor (MOV) used by @r6daddy. Is the failing internal battery in the Nest Hello causing a surge when the mechanical doorbell is rung? We would apparently have to use two, because our two failing doorbells use the same mechanical chime, but I have no idea whether that's even feasible.

[r6daddy]

One mech doorbell. One MOV. Not two.

[Dabronx02]

Still not fixed? 

[GusOz1]

Nope after an hour on the phone with customer service.  Still cuts off when buton is pressed. 

[GusOz1]

Thats my current situation. Have to turn inside chime off. Only then will in not cut off when button is pressed. 

[Dabronx02]

Btw, everyone should tweet @googlenest with a link to this thread. They owe us replacement. 

[GusOz1]

I also wasted about an hour and a half with customer service troubleshooting, removing and readding the doorbell and my thermostat only to be told my doorbell i out of warranty. 

[bigtedshred]

Also having this same issue; been going on for months now.   If I disable chime; it works; but that's all I can do to fix it.  It was working perfectly for years.  Disappointed!

[BretMThomas]

Us, too.  We have had ours about the same time and it resets every time the button is pushed. 

[BretMThomas]

I just spent an hour on a support chat with their tech support walking through many things to test, including completely removing and resetting the Hello, whose answer ultimately was “I can help you buy a new one.”   Despite the fact that this is now happening to thousands of devices installed at the same time period, Google’s response was “it’s out of warranty so there’s nothing we can do.”  So your $250 expensive security device is disposable after 2 year when there’s obviously an internal flaw.  

[mimi_vic]

Same issue. When someone presses the Hello doorbell, the video feed pauses and just spins. Also, I no longer get a video feed or pop-up notification on my Google Hub when someone rings my Hello doorbell. Live feed works but is essentially useless when you need it most. How is Google fixing this issue or supporting users who own this device? Customer service and support is also useless because they say they will call you back but never do. 

[sockpuppetsami]

I had mentioned in my last update that I was going to report this to my state Attorney General’s Bureau of Consumer Protection for fraud.  I did just that and they escalated my issue to Google on my behalf.  Google sent me an email asking for some information and then sent me a replacement.  They did not try to argue with me, tell me I was incorrect in thinking there was a battery, or that I was outside of the warranty period.  This was 100% different and more positive than the interactions I've had with them on the phone regarding this problem.  I highly advise everyone to reach out their state's Attorney General and get Google to take some responsibility for their actions.

[GusOz1]

Good!! How did you contact them? I’m in arizona, so i would need to find out how to contact my ag.  There are way too many people just on this thread alone with the same issue. Google can’t just shrug it off. 

[sockpuppetsami]

I submitted a complaint on my states Attorney General website. For AZ it looks like the link is: https://www.azag.gov/complaints/consumer

[TomS]

I also live in AZ and just submitted my complaint. Easy Peasy. 

[GusOz1]

Sweet! How or where did you go file? 

[GusOz1]

I just submitted my complaint. I would suggest everyone on this thread having the same issue file one as well.  Google Nest needs to address this issue. 

[SuperAdam]

Are you still within your warranty?

[BretMThomas]

Negative.  Almost everyone on here with this problem has a unit that was installed in 2019 or early 2020.  Newer units still under warranty are just replaced by Google.  Warranty is only a year.  

[mimi_vic]

Hello. Unfortunately, I purchased my Hello on October 1, 2019. I invested in an entire Nest/Google home security and purchased additional smart devices as part of a bundle system with Google. Spent $2100 for an entire home security system that isn’t in sync with itself. My Hello, Google Hub, outdoor/indoor cams, smart devices and its operating Apps are no longer streamlined, nor function for its intended purpose. This was for my family’s home security, but little did I know that Google would be the one to rob us of our money from the inside. We’ve been back and forth with Customer Support and they have done very little to address the hardware/software glitches we’ve had since we’ve had the system. We received poor advice to reset our cams and Hello with our account when the feed went offline for no explained reason, only to discover we had to create a new account for the devices to be placed under. Guess what happened? Doing this forced us to pay for a new Google Nest Aware subscription because the devices were created under a different Google account. Customer Support indicated they could not transfer our subscription to our new Google account, nor could they grant us credit. We just paid for a year’s subscription, but was forced to pay a second one after following their bad advice. One year later, we’re still waiting for a Google supervisor from Customer Support to call us back. 

[GusOz1]

File a complaint with your state’s attorney general. We have to overwhelm them so google makes it right. 

[mimi_vic]

Thank you for sharing your story with us!!  I’m glad you were able to get a replacement with the help of your State AG. I will research who my State AG is for PA and hope they’ll be able to assist me in getting this resolved. I’ll circle back to let you all know how it goes. 

[MplsCustomer]

I've filed a complaint with the Minnesota Attorney General's office on the flawed internal battery that causes the Google Nest Hello Doorbell to go offline after a year or two whenever the doorbell is pressed.  Under "what do you want the company to do" I put the following, since this seems to me to be a reasonable way for Google Nest to address this:

"Replace Google Nest Hello Doorbells that are failing due to a flawed internal battery with Google Nest Hello Doorbells that do NOT have a flawed internal battery, or with Google Nest Hello Doorbells whose internal batteries can be replaced by the customer."

[prince_henry_2]

I’ve got this same issue where it resets after the button is pressed on my wired doorbell. I’ve called google about this one two occasions. They had me test the voltage across the wires when the button is pressed and it dropped as expected and the camera reset. The tech insisted that it was the chime connector and sent me a replacement. I replaced it, the problem was still there, and called back. This tech said there was nothing he could do b/c it was out of warranty. He did recognize that Google identified this as an issue affecting users, but I doubt they will actually do anything to fix it. 

[SuperAdam]

There was a guy that posted a solution, you just need to get a MOV (metal oxide varistor) it's like $2 on Amazon and just hook it up to the transformer I guess and it should work, the guy posted a picture and says it works perfectly. 

[jaamzw]

Mine was delivered today. I'll test it tonight or tomorrow and post my results too.