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Nest Hello Wired (Gen1) constantly offline

SpudMunky
Community Member

Hi, I've had my Nest Hello Wired since 2019 and not had any problems (apart from peeling). For the past few days though it has been mostly offline. It occasionally reconnects but only for a short period before it goes offline again. It rings the internal chime no problem and plays all the Winter theme sounds outside when the button is pressed no problem. My router is showing that the doorbell WiFi is connected and is getting good signal and I can change settings on the doorbell through the Nest app, no problem. In the Nest app timeline, there are light and dark bands which used to show when the doorbell was online or offline but these now make no sense as regardless of whether I scroll to a light band or a dark band it still says the camera was offline. I also get no notifications at all through my Google Home speakers of the doorbell being rung.

I have tried resetting the doorbell and then factory resetting the doorbell and starting from scratch but nothing has made any difference - though I've now lost all my history and all my recognised faces from the past 4½ years.

Please help 🙏

5 REPLIES 5

tsebastian
Community Member

If the device is peeling try contacting support.

EmersonB
Community Specialist
Community Specialist

Hello folks,

 

@SpudMunky, thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, how far is it from your Wi-Fi router? How did you perform the factory reset? What is the light status of your Nest Doorbell?

 

For the peeling issue, we recommend you to fill out our Contact us form with all the needed information. Let me know once you’re done.

 

I appreciate the help, tsebastian.

 

Regards,

Emerson

Hi, thanks for responding.

I have now completed and submitted the contact us form regarding the peeling issue.

The doorbell is approximately 9 meters from my closest mesh WiFi network (Netgear Orbi 963 WiFi 6E) satellite to which it is connected via the Orbi-IoT 2.4Ghz SSID.

The factory reset was performed by detaching the doorbell unit from its wall bracket and pressing and holding the doorbell button while inserting and pressing a cellphone SIM tray release pin into the reset hole in the back of the unit for over 10 seconds. When reset, the status light was light blue and I re-setup the unit on my WiFi and Home account, but have lost all my recognised face history. I haven't looked at what the status light is doing when the device is offline. When I get notified that the device is offline again, I'll pop out, take a look and let you know. 

Gradually the doorbell's connection to my WiFi became more stable but there seems to be a relationship between the unit's connection and the outside temperature. The unit's connection seems to become increasingly unreliable as the outside temperature drops. On the day I wrote my original post the outside temperature was -3°C. More recently the outside daytime temperature has warmed up to 5-6°C but drops overnight to 1-2°C and that is when more droputs seem to occur. 

However, something that has become very apparent is the significant delay between the doorbell being pressed and the announcement coming through on my Google Homes around my house and on my cellphone. It's always at least 30 seconds but has been up to several minutes; by which time the caller has left, or at least got rather antsy. This is a key feature for me as I live in, and work from, a large house where the doorbell chime is not audible in my Home Office. The time now being the build up to Christmas, I am now waiting for two packages to be redelivered by couriers because the doorbell notified me of the caller too late.

Hi again Emerson,

The doorbell has gone offline numerous times already today but never for more than 10 minutes so I wasn't notified by the Nest app. By chance I noticed that it was offline again a few minutes ago and I was able to view the status light surrounding the doorbell button - It looks white (in the daylight), but even while the doorbell was offline my Orbi mesh network was reporting that the doorbell had a very strong-maximum WiFi signal.

Screenshot_2023-12-12-14-04-43-81_ce5bc3ad509210fe4d56d797139e371c~2.jpgScreenshot_2023-12-12-14-10-55-70_38acb2f3899bdd02b3d309dc428bbdee~2.jpgScreenshot_2023-12-12-14-04-22-40_38acb2f3899bdd02b3d309dc428bbdee.jpg

EmersonB
Community Specialist
Community Specialist

Hi JY2,

I appreciate your efforts in posting here what you've done. We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, you know where to find us.

Best,
Emerson