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]

https://www.reddit.com/r/Nest/comments/u3x5bq/nest_hello_doorbell_wired_connected_to_a/?utm_source=s...

[Andrea0903]

Hi , did you ever get this resolved? I’m having the same issue.

[Csalander]

I did by changing the internal battery. It was swollen, which I found odd.

[Andrea0903]

Mine is hard wired , Would it have an internal battery?

[lawmank]

Yes. There is an internal battery that is not (easily) serviceable. The only thing I’ve found is to disable the physical chime and use a Google/ Nest speaker for an electronic announcement. I found a Nest mini for like $20 online.

[Andrea0903]

might be easier to replace the doorbell then take it apart?

[DanJ88]

What is the battery type/model or part number? Any help on how to replace it is greatly appreciated. Thanks

[SuperAdam]

Here is the link to iFixit video on how to replace the battery https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729 , go to Amazon and search for the battery there, I saw it before when I wanted to replace mine but decided not to, I realized that I had always had my chime off so, why bother with it now since I have Google speakers all over the house, if you want my advice buy yourself a Google nest mini and hang it where your chime is and turn on "Visitor announcement" and you got yourself a smart chime,

[r6daddy]

Got this link on this forum:

https://www.amazon.com/Replacement-Battery-NC5100US-C1241290-Doorbell/dp/B09HWZCZ2M

[GusOz1]

File a complaint with your state’s atty general. 

[SuperAdam]

Does not do jack sh!t, I did and they sent me a letter saying they'll look into it and then Google told them they had no record of me buying any products from them and, after I showed them the receipts, Google said "oh well, we bought nest and they already had products so we are not responsible"

After a few emails back and forth with the AG office and Google, the AG sent me an email saying there is nothing they can do about this, it was all a waste of time.

[TomS]

Do not close this thread, please!  When owners discover their doorbell does not work, they do a Google search to figure out why.  This collection of information is a public service to those just discovering the issue. With out this thread, Google will not tell anyone about the internal battery failing. 

[GabesStorytime]

Same issue as well. The Nest Camera (Battery) is plugged in and charging all day and then when taken off placed back in location, within a day it's dead. I'm at a loss as to what to do with it

[MplsCustomer]

@GabesStorytime 

This thread is about the Google Nest Hello Doorbell failing once it is a year or two old when the doorbell is pressed, due to failure of the small internal battery.

The problem you reported, where the Google Nest Camera (Battery) functions poorly or does not maintain a charge, is entirely different. We have one Google Nest Camera (Battery) plugged in all the time with the optional power cable, and it works fine and is always live. But customers in this forum report multiple issues when the camera is on battery power only:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Outdoor-Indoor-Cam-battery-not-sending-...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-outdoor-cam-disconnects/td-p/14687...

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Battery-Powered-Camera-not-recharging/t...

[nekki]

Wasted time to contact Google Nest Support, and they didn't provide any solution.

So I'll file a compliant to state attorney general. I'll encourage everyone to do same thing.

[MplsCustomer]

@nekki 

We have contacted the Minnesota Attorney General's office about our two failing Google Nest Hello Doorbells and they have sent a letter to Google Nest and are awaiting a reply.

[GoogleRuinsNest]

LOL 750 replies and I'm going to guess Google has done jack squat about it. What a shock. 

[TomS]

EDITED BY CS: (Personal information hidden; please do not post personal information on the forums.)

Re: Thomas Lee Schaefer File: CIC 22-003857
To Whom It May Concern,
Google LLC ( “Google”) writes in response to your correspondence dated April 11, 2022.
We understand from the complaint that Mr. Schaefer alleges he purchased a Nest Hello Doorbell (Wired) (“Nest Doorbell”) in 2018. Mr. Schaefer claims he is having issues with the camera function to the Nest Doorbell. Mr. Schaefer claims he discovered there is a battery inside the Nest Doorbell that powers the unit when the button is pressed. Mr. Schaefer claims that Google falsely advertised this product because there was no statement about a battery.
Google produces a number of electronic, programmable, and self-learning Wi-Fi enabled devices and services, such as cameras, thermostats, hubs, and routers under the “Google Nest” brand. Some of these devices, including the Nest Doorbell (wired) referenced in Mr. Schaefer’s complaint were initially developed by Nest Labs, Inc. (“Nest”) and could be set up using an account offered by Nest. Google then acquired Nest and continued to offer these products for sale. Google provides a comprehensive help center for Nest-related issues, which can be found by visiting: https://support.google.com/googlenest/?hl=en#topic=7029097. For additional information on the Nest Doorbell (wired), formerly known as the Nest Hello Doorbell (wired), please refer Mr. Schaefer to the following, https://store.google.com/product/nest_doorbell_wired_specs?hl=en-US.
Specific to Mr.. Schaefer’s concern, the Nest Doorbell Tech Spec page lists all the power requirements in the Nest Doorbell, which can be found at the following, https://store.google.com/product/nest_doorbell_wired_specs?hl=en-US. For the Nest Doorbell, the page lists that the Nest Doorbell requires a 10VA transformer and wired doorbell. The internal battery is in place to ensure the Nest Doorbell still has power whenever the doorbell is pressed. When a doorbell is pressed, the circuit between the two doorbell wires is closed to send a signal to the chime to tell it to ring. During this time, the Nest Doorbell is not receiving any power from the wires, so the internal battery is in place to keep the Nest Doorbell on.
Based on our record, the warranty for Mr. Schaefer’s Nest Doorbell expired on August 6, 2019. Mr. Schaefer’s use of Nest devices and services is subject to Google’s Hardware Limited Warranty (“Limited Warranty”), which can be found at:

https://support.google.com/product-documentation/answer/11052805?hl=en-CA. Based on the Limited Warranty, we are unable to provide a refund or replacement because the Nest Doorbell is out of warranty.
We recommend that Mr. Schaefer try troubleshooting steps, which can be found at the following, https://support.google.com/googlenest/topic/9299926?hl=en&ref_topic=9300014. Mr. Schaefer can choose the option “Nest doorbell chime doesn't ring or sounds weak” (https://support.google.com/googlenest/answer/9317473?hl=en&ref_topic=9299926) and follow the troubleshooting steps for “Wired Installations.” If Mr. Schaefer would prefer to troubleshoot with a Google Support Agent, please direct him to the following link to connect with a Google Support agent, https://support.google.com/googlenest/gethelp.
We trust that this is responsive to your request. Based on the foregoing, we request that this complaint be closed with respect to Google. Thank you for your time and attention.
Sincerely,
The Google Team

[sockpuppetsami]

Are they saying Google didn't falsely advertise it because it was created by Nest?  Immediately after they go on to link to their own current page listing the power requirements for the device that makes no mention of an internal battery.  They've got a real sharp team over there.

[CTDC]

This is the kind of "lawyer obfuscation" that makes me upset.

"...the Nest Doorbell Tech Spec page lists all the power requirements in the Nest Doorbell, which can be found at the following, https://store.google.com/product/nest_doorbell_wired_specs?hl=en-US&pli=1. For the Nest Doorbell, the page lists that the Nest Doorbell requires a 10VA transformer and wired doorbell. The internal battery is in place to ensure the Nest Doorbell still has power whenever the doorbell is pressed..."

Translated to mean: "..hey, let's supply the link to the specs page with the 'power requirements' and then mention 'internal battery' in the very next sentence so that it reads like we've advertised all along that there was an internal battery all along and make sound like it even says so on the specs page (even though it doesn't and we never actually said that it did have an internal battery and our Tech Support team doesn't even know that it has an internal battery)" --- Thanks Google, but your deceit is showing. Nowhere on that page is an internal battery mentioned, or even hinted at. Now we're paying attention to your constant smoke and mirror / "not our fault cuz Nest did it first" show.

[TomS]

Here is what I put in my complaint:

Complaint
Please explain the entire circumstances surrounding your complaint below:
I purchased a Nest Hello DoorBell, which includes a Security Camera in 2018. Google bought Nest, and continues to sell the DoorBell under Google Name. I specifically bought a WIRED DoorBell, which is powered by the transformer in the home, which the old fashioned doorbell uses to ring the chimes inside. It worked fine for about two years. Now, when someone presses the doorbell, it causes the unit to reboot, it does not ring inside, it does not show who is at your door, nor allow you to converse with the person at the door. We have discovered that there is a battery inside the doorbell that powers the unit when the button is pressed. The battery, like any other battery has a life of about two years. Naturally, the warrantee on the unit is one year, and Google’s solution is to buy another one. IN THE SELLING AND MARKETING PROCESS THERE IS NO STATEMENT ABOUT A BATTERY WITH A LIMITED LIFETIME ASSOCIATED WITH THE PRODUCT. Hundreds of owners are reporting this in Google’s Community Forum at the website below, and Google refuses to acknowledge the issue. https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts- out-when-button-is-pressed/m-p/138782#M26598

[GusOz1]

I filed a complaint with my state’s atty general and they sent it to google. Today i received an email from my state’s atty general with google’s response. Basically, google goes on to say that they have no record of me purchasing the doorbell,  have not heard of any issues and that they cannot do anything because i did not provide enough information about my doorbell’s issue. I have 30 days to respond or they will consider this case closed. What kind of bull**bleep** is that. How can they say they have nit heard of this issue? 

[MplsCustomer]

Google Nest's reply to this customer's filing ignores the fact that there seems to be an inherent systemic defect in an internal battery whose existence was unknown to most of us until it failed. It ignores the fact that the Google Nest Hello Doorbell's price ($229) and advertising gave us no indication that it has a lifespan that is a fraction of conventional $10 doorbells. Our previous doorbells were 15 years old when we replaced them with Nest Hello doorbells that started failing after 19 months and 17 months.

Google Nest's reply fails to address the fact that the internal battery with this finite lifespan is not designed to be replaced by customers.

Google Nest's reply disingenuously refers us to troubleshooting links that it knows do not address a failing internal battery and to Google Support agents that cannot address a failing internal battery.

Google Nest has still not responded to this question I posted in this thread two weeks ago. 

[MplsCustomer]

@Brad 

You have twice now edited my post (see screen capture below) to remove the question I posed to you and Google Nest, requesting that  Google Nest tcomment on whether using a metal oxide varistor (MOV)--as suggested earlier in this thread--is an appropriate remedy for the internal battery failure.

It is a perfectly reasonable question; Google Nest has the technical knowledge to address the question.  Why are you removing the question?

[r6daddy]

@MplsCustomer: FYI, I originated the MOV solution first on Reddit and then here.  I installed it (very simple) on April 4th.  It is still installed, the chime works fine with no doorbell resets. As noted in this forum earlier, I have notified Google and have not received any acknowledgements or queries about the MOV solution. Good luck in your endeavors to get a reply from Google.

[MplsCustomer]

@r6daddy 

This is my second attempt to respond to your post. Google Nest deleted my first but I screen captured it, so here it is:

[r6daddy]

@MplsCustomer 

My reply below before your post was deleted. Unbelievable!:

Yes, I remember your post. Reasonable questions. It's disappointing that after all of these posts and efforts by loyal Google customers to get answers, they feel abandoned. As I am writing this post, I received "Message Not Found, The message you are trying to access is not available". Could this be that your post has been edited or deleted again? 

[MplsCustomer]

@r6daddy 

Yes, Google Nest deleted my post, so I just reposted a screen capture of the deleted post.

Community Specialist Brad has also now twice deleted my question asking Google Nest to comment on whether using a "MOV" is an appropriate solution to the failing internal battery.

[r6daddy]

@MplsCustomer  

Got it.

[Awahnee]

I got my doorbell a long time ago when it was still Nest, not owned by google, and it came with a little capacitor/varistor thingy that you clip to the wires at the chime.  But I still also have this problem from OP, which IMO relates 100% to the cold weather and aged battery that doesn't power the camera during the 'short' that is part and parcel of a chime doorbell design.   Oh, and no thanks, I don't want to replace my charming chime wth a dozen microphones all over my house.

[MplsCustomer]

@Awahnee 

The use of a metal oxide varistor (MOV) as a remedy to the failing internal battery situation in the Google Nest Hello Doorbell was suggested by customer @r6daddy early in April 2022. Customer r6daddy graciously provided this photo, as well as this link to purchasing the MOV on Amazon for $2.21:

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

https://www.amazon.com/dp/B00M2CSXDK/ref=cm_sw_r_apan_i_TR2KKR33HZSMSVYYFPBC?_encoding=UTF8&psc=1

A few other customers have also had success adding a MOV to their chime.

This metal oxide varistor (MOV) is NOT the same as the Chime Connector that comes with the Nest Hello and provides power to the doorbell's camera without tripping the chime. (The photo link above shows the MOV is in addition to the Chime Connector.)

I agree that the problem seems to be due to an aging internal battery that fails when the doorbell button is pressed, but in our experience it is not related to cold weather. Even as the weather has warmed up this spring, two of our Nest Hello doorbells (installed 7/30/2020 and 9/23/2020) will cut out for a minute if we turn the indoor chime back on.  (We have not yet tried installing a MOV, but just ordered two.)

I'm not an electrician, so I don't really understand how or why a MOV is a remedy for a failing internal battery. (Does the failing battery produce an inappropriate surge when the doorbell button is pressed?) Customer r6daddy reported his use of a MOV to Google Nest but they have not responded. I thought it was reasonable for Google Nest to comment on whether the use of a MOV was an appropriate remedy, whether there was any electrical risk, whether it would further damage the doorbell, and whether it was a suitable long-term remedy. After all, Google Nest has the technical expertise on the Nest Hello doorbell. So I posted that question in this thread a couple of weeks ago. There has been no response, so I posted the question again earlier this week. Incredibly, someone at Google Nest has now removed or deleted the question three times!

By the way, we have reported our 2 failing Nest Hello doorbells to Minnesota's attorney general's office, and they have sent an inquiry to Google Nest, but have not yet received a response.

[tollison]

Lol so Google expects everyone to "upgrade" their doorbell every 2 years, like a phone? GTFOOH

But hey, their precious CA banned straws and plastic bags, so disposable doorbells are all good!

Insane logic. This product is faulty and wasn't designed properly. It has a battery. The battery is an integral component for it to function. They won't admit there is a battery, so take a box full of these on a flight and see what happens when you are caught with all those undisclosed batteries. It's very shady of them and honestly sounds like grounds for something more.

How many of these Nest Wired doorbells got shipped overnight or 2-day air? In the cargo bay. You are required to ship battery containing devices via ground services. Was Google honest with UPS/FedEx/USPS about the Li-ion batteries in these units? I sure hope so, it's the law after all. My guess is they didn't, and here we are...

[SuperAdam]

Google sucks but unfortunately I have been heavily invested in their echo system that I can't just leave unless I want to spend thousands of dollars replacing everything, I don't know if you know about the MOV solution, it was posted over a month ago and the guy said his works well now, I installed mine today and it works but I want to try it in the cold weather because my doorbell works fine when it's warm and I assume it's because the battery is dying it doesn't hold a charge in the cold and early this morning my time it will be 50 degrees so I'll try it and will post here to let everyone know. 

[GusOz1]

What size or capacity is that MOV?

[r6daddy]

https://www.amazon.com/Varistors-30Volts-100A/dp/B00M2CSXDK/ref=mp_s_a_1_1?crid=12QL9FZT7S27A&keywor...

[r6daddy]

Amazon doesn't list all the specs but that is the one I purchased. Look for the link in my previous posts that has a chart with all of the specs. 

[r6daddy]

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

[SuperAdam]

So I got my MOV in the mail and installed it in a heart beat, it will be about 50 degrees around 5 am which I will be awake then and I will try to see if the MOV works in the cold and if it does then we have a solution, I didn't see any of the other guys who installed the MOV if they tried their Nest Doorbell on the cold weather, I might have missed it but I will try it and keep you guys posted. 

[SuperAdam]

So it's 49 degrees outside and I just tried my doorbell with the MOV and it still cut off, did any of the people who I stalled the MOV try their doorbells when it's cold outside? Please let me know. 

[r6daddy]

@SuperAdam 

Sorry to hear that the MOV did not work for you.  Hopefully you installed the same one I did (from Amazon).  The proper specification must be met.  If it is correct and your doorbell is still restarting, there may be a separate issue than mine.  My doorbell restarted anytime the mechanical chime was enabled and it would occur in all temperatures.  It didn't matter if it was cold or hot outside.  I'm hoping that @jaamzw  would let us know if his issue was caused by cold weather like yours.  If you recall, he had success with the MOV also.  I'm tagging @MplsCustomer since he is diligently (with much frustration) trying to work with the Google people on a solution for all of us.  This forum and multiple phone calls have been providing much information for Google to troubleshoot the issues.  In addition, some have written to their state attorney general for assistance.