Nest Hello doorbell (1st gen) not connecting to nest network

[sagar101]

I ordered a replacement Nest Hello gen1 to replace the existing one that’s peeling. 

the replacement will not connect to the other nest devices (have ~20 in the home). It verifies WiFi etc but keeps getting stuck when it comes time to sync with a nearby nest device. I’ve done all the troubleshooting suggested by Nest support. Restarting the phone, reinstalling the app, powering the doorbell inside the home closer to the other devices (attempted this on every floor of the home). Additionally deleted the original doorbell and one additional device (a camera) from the account at the request of Nest as they claimed maybe too many devices are connected etc. 

I’ve received multiple error codes throughout all this trouble shooting which has taken upwards of 5hours on the phone: NC017, NC016, NC014

can someone from Nest Senior Support team please help me?

[MplsCustomer]

@sagar101 

To contact Support, you can use the link and instructions on the post below; on the last page, depending on the time of day, there should be a phone callback option:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Using-Google-Nest-s-quot-Contact-Us-quo...

[sagar101]

Hi thank you. I’ve gone this route multiples times for this issue between 11/23, 11/24, and today. 

what I am needing is a Senior Support team member to help resolve this issue

[EmptyNester]

Hello Sagar101,,, I'm and end user like you.   I will try and escalate this and see if we can get you some help on this.

In the mean time many people over the years have reported this same issue.  Some people have been able to get around the issue by using another family or friends phone to add the camera to the network.  It might be worth a try,  Let me know if it works.

Also, you might try moving the camera (temporarily) to a different location in the house closer to a different NEST device and see if it works then.  

[sagar101]

thank you, any support/escalation is much appreciated!

I will try using another family member’s phone to see if this work, however the issue was always with stage of the process where the doorbell is trying to connect to a different nest device. 

I’ve tried to connect with another device by moving the doorbell in numerous areas in the home and various floors too and Attempting the setup process each time…all while powered via an extra nest camera cable and plugged into a power outlet. This also resulted in the same issue with errors connecting to another nest device .

[EdmondB]

Hello sagar101, 

I understand that you're having trouble connecting to your Wi-Fi network. Let's see what's going on — could you share the case ID that you receive from our support team so I can take a closer look?

Thanks for the help, @EmptyNester and @MplsCustomer.

Regards,
Edmond

[sagar101]

Sure thing…case ID is:

3-4555000035309

[EdmondB]

Hi there, 

Thanks for the case ID. Just to check: what is the status LED light on the Nest Doorbell? What is the error message you received with the replacement Nest Doorbell? Have you tried connecting the Nest doorbell to a different home structure? 

I look forward to your response.

Best,
Edmond

[sagar101]

LED status is blue.

Error codes received is NC017, NC016, NC014.

as of of the many troubleshooting steps I did create a new home at the nest agent’s request. The doorbell did successfullly setup to that new “dummy” home structure. Afterwards it was factory reset and reattempted again to setup with the “real” home, and this again was unsuccessful with the above error codes again.  

[sagar101]

good morning @EdmondB , wanted to kindly follow up as I hadn’t heard back yet. 

please let me know!

[EdmondB]

Hi there, 

Thanks for providing all the information and sorry for the late response. We'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Regards,
Edmond

[sagar101]

Form sent just now. 

[EdmondB]

Hey there, 

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. 

Best,
Edmond