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?

[jaamzw]

Around the 3rd day mine started to reset again 😔. I turned off the indoor chime through the app.  I didn't do any further testing, just went back to using the Google home announcement.  I'm in southern CA, it's cold season here, but that's 45-55 F overnight. It's been 65-80 F during the day though when the doorbell is actually used.  

[SuperAdam]

Did you buy the MOV from the Amazon link that was provided in he original thread? 

[jaamzw]

Yes. Exact one

[SuperAdam]

Mine only shuts off when it's cold because probably my battery is not %100 dead yet so it holds a charge fine when it's warm but once it dips in the low 50s that's when it starts acting up, I didn't buy the one from Amazon, I got one off eBay, I'm going to see if@jaamzw got his off of the original Amazon link or he like me got it from another place, cuz if he got his off of the original Amazon link then that means the MOV works for some and not all, he said his started doing the same thing on the 3rd day. 

[r6daddy]

Yes, I posted the link. That's where I got mine.  I believe @jaamzw got his from Amazon also. At least that what he posted. Someone on reddit got theirs from Ebay also and they said it did not remedy the restarts.  I told him that the MOV must be the correct one.  It's only $2.21 and is worth a shot.  That wasn't you by chance, was it?  He has a different username than yours.

[SuperAdam]

My user name on Reddit is similar to this one except it has Dapper in the middle because SOMEONE already had SuperAdam on Reddit 😡

[r6daddy]

Yup.  That was you. I responded to you.  My name is similar there but not same as here for the same reason yours is not. That's funny!  

[SuperAdam]

It could be, I did reply to some posts on Reddit for the same issue, @@jaamzw bought his off of Amazon, the exact one and he still has the issue though, it's not money issue, the one I bought off of eBay was actually more expensive, like 8 bucks or so, it's I don't have an Amazon account and don't want to make one 😅

[smaroda1]

Same here. I did get 4 good years and the picture is still amazing but it doesn't want to ring, its kinda defeating the main purpose. 

[MplsCustomer]

Google Nest's May 12, 2022 response to the Minnesota Attorney General's office (which I just received) in essence acknowledges that a failing internal battery causes a power failure in the doorbell when it is pressed, but says Google Nest is "unable" to do anything for Google Nest Hello Doorbells with failing internal batteries if they are more than one year old, and customers should instead use "Visitor announcements" as a work-around:

"Based on our record, the warranty for one of Mr. John Doe’s Nest Doorbell device expired on July 30, 2021 and the warranty for the second Nest Doorbell device expired on September 23, 2021.  Mr. John Doe’s use of Nest devices and services is subject to Google’s Hardware Limited Warranty....Based on the Limited Warranty, we are unable to provide a refund or replacement because both Nest Doorbell’s are out of warranty."

"We recommend that Mr. John Doe....disable the chime in the setting....Mr. John Doe can use visitor announcements instead, which can be found at the following....With the chime disabled the circuit will remain open at all times allowing constant power regardless of the doorbell being pressed."

[SuperAdam]

So this is basically a "go f yourself" reply from Google, we all know that the warranty has expired for most of us, the whole purpose of this is to show there is an inherent problem with this device and that it's not a one off, Google playing dumb again.

[r6daddy]

Thank you for sharing with us.  It's good that Google finally acknowledged in writing that the batteries are an issue and the cause of the problem we are experiencing.  It's not good that they have abandoned their loyal customers.  Shame on them for the pathetic work-around.  We all have shown our loyalty to Google by continuously purchasing their products and subscriptions.  Too bad that Google has failed to reciprocate.  I will not purchase another Google device and will share my dissatisfaction with friends and family.

[Googz]

So there is in fact a figurative time bomb in these that makes their original stated functionality fail. It's a real shame. I use visitor announcements but spent forever going round and round with Google support when they could have said "oh your battery has failed". Huge waste of time which makes the sting of losing a previously working feature all the more irritating.

[SuperAdam]

Companies will always try to deflect until they have no other option but to admit that it's their equipment that's at fault, I have to yet see a company that out right admits it's their product that's faulty from the beginning and Google is no exception, I consider myself lucky that My doorbell camera is not totally useless since I have like 20+ speakers and displays all around the house that no matter where I am at home I can always hear the speakers announce that someone is at the door but some people don't want to invest more in Google and I totally understand that, just know that all doorbells that connect to a mechanical chime have internal battery and they suffer from the same problem including ring, so don't go buying another brand thinking it's going to be better, they all fail after a few years, at least mine is not peeling, because that's another issue that's plaguing the nest doorbell. 

[MplsCustomer]

@SuperAdam 

Google Nest could--if they chose to--provide Nest Hello customers having failing internal batteries with a discount on a new Google Nest Hello Doorbell that has a user-replaceable internal battery that could be purchased from Google Nest, and also corrects the susceptibility to peeling. (One of our Nest Hellos--20 months old--is just starting to show signs of peeling.)

[robjohnson2822]

Just had this happen again. I had it happen before and thought it was a fluke but I believe this is the 3rd time I've seen it in the past few months. 

[TomS]

Here is my response to the Arizona AG 

On May 23, 2022, at 9:01 AM, Tom Schaefer  wrote:

I am not happy with Google’s response to my complaint. 

Basically, the response supported my claim, which briefly was that the product was not disclosed to have an internal battery when I bought it. That battery, like all such batteries, fail, and in hundreds of cases I have documented, the failure happens shortly after the warranty expires. 

The letter sent to me via you, clearly states there is a battery. 

The letter also includes a link to the specs of the product which supposedly shows what I would have seen at the time of sale, and it makes no reference to a battery. 

The letter also indicates I should contact their tech support for assistance. Hundreds of us have, and they run us through all kind of trouble shooting, but no reference to a failed internal battery. When we tell tech support about what we know about the internal battery, they claim ignorance of it. 

I did not see a mechanism to add to my original complaint on your website, hence this email is my response to claim CIC# 22-003857. 

Regards,

Tom Schaefer

Grammar and spelling errors are due to this iPad

[r6daddy]

Thank you Tom for following up with your reply and thank you for sharing with us! It is well written. 

[SuperAdam]

I got a reply from my AG via email 2 days ago and they told me that Google has no record of me buying the nest doorbell from them so they needed more information, like the order number and all the other stuff that comes with it, they are trying so hard to get themselves out of this, the AG sent me the email that Google sent them and in it they basically claimed that Google just merely bought Nest Labs but they forgot to mention that the nest doorbell was released after they bought Nest Labs and therefore it was their product through and through, they want to weasel their way out of this, keep up the pressure, I still haven't heard back from the AG after I sent them the order information, I'm sure Google will have another excuse. 

[r6daddy]

Nice! It would be great to get some exposure on this issue by the media or by CNET, etc. 

[MplsCustomer]

Google Nest's May 12 reply to the Minnesota AG's office (see my May 18 post above) also makes an irrelevant allusion to the Nest Hello doorbell being developed originally by Nest Labs. However, Google acquired Nest Labs in January 2014. In 2018 it was merged into Google's home-devices unit and in July 2018 the Google Nest brand was created. Both of our Google Nest Hello Doorbells with failing internal batteries were manufactured in 2020. One is branded "Nest"; the other is branded "G" for Google.  (The one branded "G" is also starting to peel.)

[Davidmonson]

I found a workaround for people with a Google smart speaker in their home. (Not ideal but it's still at least something of a solution!) Go into settings and turn the indoor chime off. This seems to cause the power drop and reset issue to disappear. You can then turn on visitor announcemnts as a replacement (your Google speakers will announce when the doorbell is rung).   Is it ideal? No, but it might be better than paying $200+ for a new unit.

[SuperAdam]

Based on your comment I'm assuming you didn't read most of the comments here because this "workaround" has been know for over a year, we are looking for a real solution that would fix the problem but we don't think there will ever be one. 

[GusOz1]

I filed a complaint with my states AG. Googles response was they haven’t heard of this bing an issue and i did not provide enough information for them to investigate tre issue. How could they not know? Who knows how to file a class action lawsuit? 

[SuperAdam]

They know but pretend not too, my AG sent me Google's respond and basically told me that there is nothing they could do but if I wanted I could hire a lawyer to go after Google, so that was a waste of time. 

[TomS]

Here is Google’s second response to my second complaint to the Arizona Attorney General

1600 Amphitheatre Parkway Mountain View, California 94043
June 28, 2022
VIA EMAIL: #
Consumer Information and Complaints 400 West Congress Street, S-315 Tucson, AZ 85701 - 1367
Re: Thomas Lee Schaefer File: CIC 22-003857
To Whom It May Concern,
Tel: 650.253.0000 Fax: 650.253.0001 www.google.com
Google LLC ( “Google”) writes in response to your correspondence dated May 23, 2022.
We understand from the follow up correspondence that Mr. Schaefer alleges that when he purchased his Nest Hello Doorbell (Wired), it was not made clear that it had an internal battery. Mr. Schaefer alleges Google Support does not reference a failed internal battery.
When Mr. Schaefer bought his Nest Hello Doorbell (Wired) from the Google Store, Mr. Schaefer accepted both Google Terms of Service (seehttps://policies.google.com/terms?hl=en-US&gl=us#toc-problems) and Google Store Sales Terms (see https://store.google.com/intl/en-US_us/about/device-terms/) which state “[p]lease carefully read any instructions that come with the Device, including instructions that may be available online.” (see https://store.google.com/intl/en-US_us/about/device-terms/) . As previously mentioned, 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.
Moreover, Mr. Schaefer agreed to Nest Sales Terms when purchasing his Nest Hello Doorbell (Wired) which state “Nest gives no warranty regarding the life of the batteries used in a Product. Actual battery life may vary depending on a number of factors, including the configuration and usage of a Product.” (see https://nest.com/legal/sales-terms/). Ms. Schaefer has had his Nest Hello Doorbell (Wired) since 2018.
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 disable the chime in the setting. Mr. Schaefer can enable visitor announcements instead, which can be found at the following,

https://support.google.com/googlenest/answer/7672451?visit_id=637874625447540306-3616861865&rd =1. With the chime disabled, the circuit will remain open at all times allowing constant power regardless of the doorbell being pressed. 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

[OoshR32]

I just want to get to the end of this thread and the UI is terrible. I will remove this useless post later.

[Jtaylor13]

I've gotten where I despise having Google products. The Google nest doorbell is garbage. Every time somebody rings it. It turns off It is just pure garbage. They won't cover it and replace or fix it. I have five of the 4K security cameras that have went bad and they won't fix those or even warranty them besides the petty little one year, whatever. I'm trying to not buy anything that has a Google stamp on it anymore. It's basically any junk that they can paddle. They also have screwed up some of the other software things because of the lawsuit they were facing for patent violations

[BretMThomas]

I ordered and replaced my battery for the 2019 Hello and I don’t recommend it for a novice!  There’s a tutorial online but its version was different than mine in that mine has [what looks like] a thermal sensor around the battery, and it is taped very well to the battery!  It took an hour of gently tweezing and pulling it off after heating the glue!  I wrapped the new battery with it before installing it and it has been working fine since then.  The old battery was definitely puffy (“spicy pillow”!).  Because of the difficulty in removing the face plate, and the fact it will likely get scratched, I would recommend ordering one of those if you also order a battery.  

Since the wired Hello doorbell camera seems to have a functional lifespan of 2 years, I would NOT recommend buying another one.  Other brands seem to have better track records.  

[GoogleRuinsNest]

welp after reading a decent amount of the new replies on here, looks like I'll be going with ubiquiti stuff now. Hope google keeps their grubby little mitts off that company. 

[tylerlawing]

Still having this issue. My doorbell also completely cuts off when it is run when the "interior chime" function set to on. Trying to keep this thread open so it's not marked as closed.

[Suciavision]

been having this issue for i want to say a year now, software on 4110055 love the nest/google eco system but will honestly switch over if this doesn't get fixed up

[Trailingedge]

Pretty sure the easiest (and only reasonable) workaround is simply to use a Google Home speaker (like the Mini) and use it as an electronic doorbell (obviously you need to add the speaker using your Google Home app). Just turn on visitor announcements in the Nest app for your Nest Hello doorbell and turn off the indoor chime in the Nest app for your Nest Hello doorbell. I've been doing that for over a year and works fine.

[Suciavision]

if thats the only solution, might as well just get a simple doorbell, the main selling point of this was to get video on the display. it worked fine before just wish we could roll back the software to a older version because this was not a problem at all

[MplsCustomer]

@Suciavision 

If your Google Nest Hello Doorbell is a year or two old or older and goes offline for a minute when the button is pressed, it is most likely that the internal battery has failed, as it has for many of us, including our two Nest Hellos. It's not caused by a software or firmware update. Google Nest says they "cannot" replace doorbells past the 1-year warranty. If you turn off your indoor chime and turn on "Visitor announcements", the camera still works, and you'll still get notices on your mobile devices as well as on your Nest Hubs and/or Minis and/or speakers.

[SuperAdam]

This is NOT a software issue, it's the internal battery that keeps the Nest doorbell going to just second or two when the button is pressed and that's why when the battery dies then the video turns off when someone presses the button, I have plenty of Google speakers so I just turned off the chime and my speakers around the house let me know when someone is at the door, I know not everyone has speakers but if I were you I'd get a Google mini speaker and mount it where the chime is and turn the volume all the way up and then way you'll have a wireless chime of some sort. 

[Trailingedge]

What I said is the solution to hearing the doorbell. Everything else about the doorbell camera will continue to work fine and the video won't cut off every time someone rings the doorbell. That is happening to you (and all of us on this thread) because the internal battery has died and therefore doesn't have any power to keep the Nest Hello powered while the power is momentarily routed to the hardwired doorbell. So the solution is to simply take the hardwired doorbell out of the equation. 

[keha]

My problem was solved by buying a new one and goodness I did just in the nick of time. There was an $80 off sale on the 'Nest-app required' wired doorbell. The "Nest" wired doorbells now for sale come in different colors. They also require the Google app which imho is much less than the Nest app for seeing what happened 20 seconds ago, scrolling through a day or days' worth of video and looking at events.  I have complained about the Google app a few times based on my Nest floodlight cam experiences. I hope the G app gets much better before they pull the plug on the Nest app. Fingers crossed. 

I bought a new doorbell because the announcements had stopped working on my minis and I missed UPS drivers twice for packages with signature delivery. Plus, the front of my Nest Hello (bought June 2018) was peeling a bit. I still can't get the announcements to work on the minis but at least the indoor chime works without the video cutting out. I should have gotten a new doorbell months or a year ago.

[tollison]

FYI a new generation 2 wired version was just released by Google. It specifically says no battery, which is pretty funny. The original one didn't say it had a battery...which is the cause of all these issues.

Guess you'd better return that one and get the new version so you aren't in this situation again someday.

[MplsCustomer]

@tollison 

I can't find anything that says the new 2nd gen Nest Doorbell (wired) does NOT have an internal battery (which powers the camera when the doorbell button is pressed); the marketing material merely compares it to the battery doorbell.

The specs simply do not mention an internal battery for either the older Google Nest Hello Doorbell or the new 2nd gen Nest Doorbell (wired):

https://support.google.com/googlenest/answer/9259110?hl=en#zippy=