Nest Hello Doorbell keeps powering down

[robmonn]

We've had our Nest Hello for about 3 years.  It has worked great and we love it.  Now about every 2 days we have to do a factory reset to keep it going.  We should not have to do this.  What is causing this?  How can I permanently fix it? The doorbell is close to the router and the Nest Connect.  We have other Nest Cameras and Floodlights as well as the thermostats, and the Yale lock and no issues, just with the doorbell.  Any suggestions?  We really miss our doorbell. No video or ringing of the bell when someone comes.  Any help would be appreciated.  Thanks!

[MplsCustomer]

@robmonn 

When you say "Nest Hello Doorbell keeps powering down", do you by any chance mean that your Nest Hello cuts out in mid-ring and goes offline briefly whenever someone presses the doorbell button?

The thread below has over 800 replies from customers having the same problem. It's caused by the failure of the Nest Hello's internal battery. It's happened on two of our Nest Hellos, both less than a year old. Since we did not want to attempt to dismantle our doorbells and replace the battery (https://www.ifixit.com/Guide/Nest+Hello+Battery+Replacement/131729), and since we're past the 1-year warranty and Google Nest says it "cannot" replace doorbells older than a year, we turned off our internal chime under settings and turned on "Visitor announcements" to get doorbell rings announced on our Nest Hubs and Nest Mini.

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

[robmonn]

No, ours actually just goes out like there is no power to it. I’ve reset it several times and it works for a day or two then stops working again. 

[aatienza]

Hey robmonn,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. To confirm, what's the status light of the doorbell when it's offline? Are you getting any error messages? Also, what model of doorbell do you have?

I appreciate the help, MplsCustomer.

Thanks,

Archie

[robmonn]

There is no light on the status light when it’s down. The only “error” I get is the camera is offline. Below are my specs. 

Technical info

Model

Nest Doorbell (wired)

Please help. Thanks!

[aatienza]

Hey robmonn,

I'm sorry for the delay. For security purposes, please edit or remove your personal information on your post. I'd suggest to put all the information on this form and let us know once you're done.

Thanks,

Archie

[aatienza]

Hey robmonn,

It's us again. Were you able to fill out the form?

Thanks,

Archie

[aatienza]

Hey there,

How's it going with your doorbell? Do you still need our help?

Thanks,

Archie

[janthadeus]

Hi folks,

Thanks for your help here, Archie.

We haven't heard any updates from you. I'll go ahead and lock this thread in 24 hours. If you happen to have the same concern feel free to reach us out here or start a new thread. 
 

Best,

JT

[robmonn]

No one has given me help here and I’ve not had a chance to do the form you mentioned. I really need it up and working but even though I make comments back no one has answers, just to continue doing emails every couple days. Is there a number I can call to get help and solve this over the phone?

[robmonn]

I’m quite honestly disappointed with the customer service and sometimes I wish I would have gone with a different solution. But with 5 cameras besides the doorbell camera I have way too much invested and prefer to have everything run through one app. 

[janthadeus]

Hi there,

We're sorry that you've had to experience this. Don't give up on us yet. Here's the link for the form. Let me know once you've filled out the form.

Best,

JT

[robmonn]

Form is filled out. 

[janthadeus]

Hi there,

Thanks for keeping us posted. It looks like we haven't received your form. Here's the link for the form. 

Looking forward to your response.

Thanks,
JT

[robmonn]

Just resubmitted it again. 

[janthadeus]

Hi there,

We've received your form — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Best,

JT