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Nest Hello wired Connectivity

mniz
Community Member

Has anyone found a permanent fix for Wired Nest Hello camera going offline when celluar data is turned on  in an IPhone? 

12 REPLIES 12

MplsCustomer
Bronze
Bronze

@mniz 

What problem is this?  On our iPhones cellular data is always turned on, and our Google Nest Hello Doorbells are always online.

mniz
Community Member

Our doorbell camera was working fine for a while, but recently our camera kept going offline. When trying to reconnect I get an error message that some indicated to turn off Cellular Data on my T-Mobile iPhone- that and a camera reset allows me to connect again.  

janthadeus
Community Specialist
Community Specialist

Hi folks,

 

I appreciate your assistance, MplsCustomer.

 

mniz, I'm sorry to know that and I can understand the importance of being connected to your Nest camera at all times. I want to know if you tried to turn off your cellular data and leave your WiFi connection on? Please try turning off your cellular data to see if it works.

 

Let me know how it goes.

 

Thanks,

JT

mniz
Community Member

I turned Cellular data off, did a factory reset of the doorbell camera, deleted the camera from the app and started from the beginning to scan and add it again. It is good for a couple of days and then goes offline again. Maybe the unit is defective. 

janthadeus
Community Specialist
Community Specialist

Hi mniz

 

Thanks for trying. I can understand the importance of your camera being connected at all times. Let's dig deeper into this — a few questions:

 

  1. How far is the camera from the router?
  2. What's the LED color of the camera?
  3. What Wi-Fi frequency band do you try to connect to (2.4 GHz or 5 GHz)?
  4. Do other devices experience slow internet speeds?
  5. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera?

Looking forward to your response.

 

Thanks,

JT

mniz
Community Member

Remember that the camera worked fine for a month or so and it works intermittently now.  

My WIFI is wired in my office and 12 feet from the front door. has 2,4G. Lite is always blue and the chime works. There are no other wireless devices nearby except my lap top which has always been the case. My internet speed is in the 200-300 range and we don't experience this issue with any other device. If our internet is interrupted, all our devices connect as soon as service is restored. So none of these issues seem relevant. After going through this multiple times, my sense is that there is defect in the camera. 

janthadeus
Community Specialist
Community Specialist

Hi mniz,

 

Got it, thanks for following up and for sharing your thoughts about this. I suggest you reach out to your internet service provider and have them set the recommended router settings to work well with your Nest Hello doorbell (wired). 

 

Have a look at this guide:

 

Preferred IP configuration
IPV6

Ports for Firewall
80 for HTTP
443 for HTTPS
9543 for TCP/UDP
11095 for TCP/UDP
1935 for TCP/UDP

Firewall Settings
Medium or Low (If possible)

Privacy and Security
WPA, WPA2 (TKIP, AES) - (preferred)

Preferred Band
2.4 GHz

Preferred Access Point
802.11 b/g/n

 

Let me know how it goes.

 

Best,

JT

janthadeus
Community Specialist
Community Specialist

Hi there,

 

How's it going with your Nest Hello doorbell? Were you able to contact your service provider? 

 

Best,

JT

mniz
Community Member

There was nothing wrong with the WI-FI setup.  I have purchased a new Nest Hello and was able to connect on the first try. This clearly proves that the device is defective and I ask that Google honor its warranty.  

Brad
Community Specialist
Community Specialist

@mniz

 

Thank you for your patience! Unfortunately, we do not process Warranty/Replacement Requests in these Community Forums. If you are seeking a replacement, please contact Support

 

Best Regards,

Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in to see how the conversation is going as there's been a lapse in activity on this thread.

Best regard,
Brad

Brad
Community Specialist
Community Specialist

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad