01-16-2024 11:46 AM
For two years I had first gen Nest Doorbell and a Yale Nest Lock (using Nest Connect plugged in nearby) on my front door. They worked beautifully together (especially in the Nest app). Occasionally the doorbell would go offline. But it was only briefly and rarely, so it didn't bother me. The doorbell eventually died the way i have read on this forum: somebody rang the bell and the video would cut out. It was an internal battery thing. OK. Time to upgrade to 2nd gen. It has been a nightmare. The first doorbell I did factory resets 5 times in 9 days. It kept going offline for a LONG time. And the totally bizarre thing was it would take the lock offline with it! They would both suddenly go out! So i was factory resetting BOTH devices now. I finally gave up and called support. After about 2 hours they sent me a new doorbell. Installed and brilliant for 48 hours. Now I am back to square one: The doorbell goes offline and takes the lock with it. Nothing has changed with my wireless connection in the house from the 1st gen doorbell. I have a Unifi wireless monitor and can see both devices have strong internet. I can sit outside farther than the doorbell and work effortlessly on my laptop. Anybody hear of this? 2nd gen doorbell doesn't want to stay online...and apparently tells any other Nest devices nearby to go on strike as well!!! It has been an utter time suck. I will never get those hours back. What now???
01-20-2024 02:26 PM
Hello kevnb,
Thanks for reaching out here in the Community. To know more about this issue, I’d like to confirm, what is the light status of it? How far is it from your Wi-Fi router? Are there any appliances in between your Nest Doorbell and router that can interfere with the wireless signal? How was the reset done?
To learn more about reset and restart, you may visit our public article about “Restart or factory reset Nest camera or doorbell”.
Regards,
Emerson
01-21-2024 09:24 AM
Thank you, Emerson, for reaching out. The light status is always green and the ring always light up white when movement is recognized no matter whether I am receiving video feed or not. Currently, it is offline again in the app with a notice "live view unavailable. the camera my be unreachable or saving battery". when i try to review earlier videos i get the notice that "the video isn't available yet. check back later". the status is green.
I have done full factory resets as described by google specialists as well as the google instructional videos. i know how to do it and have done them so many times i lose count. you must have missed the part where i spent two hours on the phone with specialists and was upgraded to special specialists!
the router is approximately 25 feet from the doorbell. As described in my post, nothing has changed since I had the 1st gen doorbell which only occasionally lost contact and if so, briefly. Nothing in the way. No appliances. Just a straight shot to the door. I have sat at the curb in my car and been able to stream and work effortlessly on my computer which would be another 5 feet or so away from router. This 2nd gen doorbell goes offline in the app for entire days, then just reconnects eventually. Needless to say, this does not work for me.
I hoped the 2nd gen doorbell would be more powerful and connect more effortlessly to my home network. Instead, it seems to be opposite. This is a device that is on the outside of people's home. It should work at extended distances and through doors. I can not bring the router closer. I have installed access points on every floor that have been more than enough for all our devices. We can sit in the backyard more than 40 feet from our access points and stream easily. Why would an internet device intended for external installation not be able to do the same? And, even more curiously, why does it often take out the nest lock at the same time? That one is a completely new problem!
When speaking with the special specialists, i sent screenshots of the wireless speed tests i ran while standing outside next to my doorbell. they all agreed it should be fine with that speed. i also have a home network system that shows devices' internet connectivity which consistently shows the doorbell connected with excellent or very good connection...even when the app says it is offline.
01-25-2024 02:47 PM
Hi kevnb,
I appreciate your update. To further isolate this issue, please share your case ID here so that we can take a closer look at what happened.
Best,
Emerson
01-26-2024 07:50 AM
0-3658000035601
also this one.
01-30-2024 02:37 PM
Hey kevnb,
Yes that is right. I've checked it and saw that the latest notes are about the replacement of your Nest Doorbell 2nd gen wired. The Nest Doorbell (wired, 2nd gen) has higher power requirements than most doorbells. You need a transformer that is rated for 16-24 V AC, 10-40 VA to provide enough power to your doorbell. If you've already installed your doorbell and you see a blinking yellow light on the front, your doorbell isn't receiving enough power. Also, have you tried replying to their email so that you can continue your conversation there and avoid confusion here? We have limited tools here in case your concern needs replacement.
Regards,
Emerson
01-31-2024 08:35 AM
Sadly the status light has always been green. There is no indication that it is not receiving adequate power. The doorbell I am discussing is a replacement of the first 2nd gen doorbell I installed. To be clear, this is my second 2nd gen doorbell I have tried! It looks like it just won't work in my house. The 1st gen was much more dependable. I have new standard 16vac-10va step-down transformer that google tech had said was sufficient. Are you saying I should install 24vac? Would that help? And I'm not sure what email to respond to at this point. That's why I started on this forum. I hoped somebody had a solution.
02-01-2024 02:53 PM
Hello there,
I've checked your case and saw your email response with our support team. You may continue your conversation through that email. Also, you may try upgrading your transformer so that your Nest Doorbell would receive enough power.
Thanks,
Emerson
01-26-2024 07:49 AM
4-1727000035280
is that the number you are looking for?
02-11-2024 10:22 AM
OK. So i have run network cables, installed access points, renovated a home and even repaired my old buick myself. there is no greater time suck than this google product. nest doorbell 1st gen worked well in my home. this is stealing hours and hours of my life that i will never get back. i upgraded 2nd gen doorbell transformer to 24V. that meant investing in a new transformer AND door chime (that would handle 24V). still it barely stays connected to the app. and STILL, when i factory reset the doorbell it knocks the yale/nest lock offline. then i reset the lock and it knocks the doorbell offline. i am losing my mind. i freaking hate this google product. my 1st gen doorbell plugged and played with the same wifi set up and yale/nest lock combo. maybe once a month it would knock offline for a few minutes. but this 2nd gen doorbell is usually offline. i can see it's filming, green light, blinking white light etc. i can see a list of videos in the app. but the "live view unavailable" and if i click on a video it tells me "this video isn't available yet. check back later." these are videos from hours ago. after three hours of factory resetting doorbell, lock and nest connect. both the doorbell and lock say they are online. but, as usual, the "live view unavailable."
02-19-2024 04:40 PM
Hi kevnb,
Thanks for the information. I'm sorry to hear your Nest doorbell isn't working out for you. We'd love to help you out with this. Could you please fill out this form? Once you're done, just let me know.
Cheers,
Edmond
02-22-2024 03:00 PM
Hi everyone ,
@kevnb, how’s it going? We haven’t seen your form submission come through - were you able to access it alright? Let us know if you’re running into trouble or still need our help.
I appreciate the help, Edmond.
Regards,
Emerson
02-24-2024 04:49 AM
This would be funny if not so frustrating. That form was only a chance to describe "how we can help"? Crazy. Just filled it in.
02-24-2024 02:57 PM
Hello kevnb,
Thanks for getting back to us. We got your form — thanks for filling it out. Our support team will reach out to you via email to further assist you with your concern.
Best,
Emerson