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Nest Hello Wired Reboots When The Button Is Pushed

BretMThomas
Community Member

(Since the other thread was just closed) The older Nest Hello wired doorbell cameras seem to be having an issue with their internal battery so that when the button is pushed by a visitor and the electrical indoor chime rings, the Hello reboots itself making it useless as a video doorbell.  It takes 30-45 seconds for the Hello to come back up in the network so you can not 1) see the person at the door or 2) answer them via the app.   Google seems to be aware of the problem and some folks are finding work arounds (such as shutting off the electrical chime feature) or installing a MOV at the chime, but as of yet there is no answer from Google other than “I can help you buy a new one”.     Google never officially replied to the old thread that was just locked, as to how we can resolve this without having to buy a brand new Hello every 2 years.  

5 REPLIES 5

BretMThomas
Community Member

I have contacted the Washington Post Technology section regarding this issue, the associated Reddit posts and these threads, that Google’s official response so far has been paraphrased as “It seems the expected lifespan of these cameras is 2 to 2.5 years and since your warranty is only for 1yr, we can help you buy a new one every couple of years”, as this is essentially the answer folks get from their tech support when they spend an hour+ going through phone or chat support.  

GarrettDS
Community Specialist
Community Specialist

Hey there, 
Apologies I did not mean to lock that thread. I have since reopened it as stated previously.

 

Best regards, 
Garrett DS

MplsCustomer
Bronze
Bronze

@GarrettDS 

Why did you lock the "Nest Hello Doorbell cuts out when button is pressed" thread (https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-Hello-Doorbell-cuts-out-when-butto...) about 10:34 am CDT? The thread that you locked had 747 replies and is NOT resolved. Google Nest Support itself had posted comments on the thread claiming they are still investigating the issue. Google Nest has asked us customers to fill out a form to gather more information. If the issue with Google Nest Hello Doorbells cutting out is still being investigated, then why was the thread simply locked?

Please re-open the thread until Google Nest has provided a solution.

GarrettDS
Community Specialist
Community Specialist

Hey there, 

There hadn't been any further activity on it so we go through and lock those when activity slows down. Apologies, I have re-opened it. 

 

Best regards, 
Garrett DS

@GarrettDS 

How is there "no further activity" on that thread? There were 3 comments posted just yesterday, April 19, Google Nest Support has said they are still researching the issue, Google Nest Support has asked us customers to fill out a form, and we are still waiting for a resolution from Google Nest on the issue.

I also think it would help Nest Hello customers if my April 13 question to @Brad  on that thread was answered:

"As a Google Nest Community Specialist who has commented in this thread that Google Nest is still investigating this issue, I think it would be appropriate for you to ask Google Nest Support to address--in this forum--whether the use of a metal oxide varistor (MOV) is an appropriate remedy for the internal battery failure that causes Google Nest Hello Doorbells to start going offline after a year or two whenever the doorbell is pressed. Is there any electrical risk with using a MOV? Can it do any further damage to the doorbell? Is it a suitable long-term remedy?"