Nest doorbell WILL NOT display on Google Hub Max

[dogdish28]

I purchased the Nest Doorbell and Google Hub max and opened the boxes yesterday only to find a very frustrating experience. I was able to connect both the doorbell and the hub to google home app on my iPhone no problem. 

ISSUE: When the door bell is pressed it WILL NOT display on the Hub Max. I get a notification through my phone and am able to see/speak to the person at the door and the hub will also notify someone has pressed the bell but will not display the front door bell camera. I've seen this issue over and over again on these threads and none of those issues seem to get resolved. 

Do I need a Google Nest account for this to work or can I just use Google Home? I downloaded Google Nest but that is only displaying the hub. Just seems to be more complicated than it needs to be.

*I've decided what I'm going to do when I get home is factory reset and reinstall the hub and the doorbell. Remove the Google Nest app completely and see if that makes a difference.

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. I can understand how frustrating this situation is because I know I would love this pairing to work out if I were in your shoes. This has been an issue before, and I am not entirely sure if we have a solution for it yet. The best you can do is provide your feedback directly to Google. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad

[dogdish28]

Ok I have done that. Am I able to get a replacement or a refund? I was at the time of purchase considering buying the secure nest cams- so glad I didn’t!

i have spent so much time talking with Google. Factory resets, have I tried this have I tried that, is it connected properly… it simply doesn’t work as advertised

Will this issue continue to get looked at? Or is this case closed?

James

[Brad]

@dogdish28

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

[dogdish28]

I have to say the advice I’m getting from the Google team is rather monotonous and time consuming. I have set the devices up properly, I have done factory resets on all the devices and reinstalled. Yes I have selected YES to enable notifications, yes I’ve connected the devices to Google home correctly. Yes I’ve selected ‘always enable’ yes I have the latest version of Google home. 

[SteveT1]

Hi there,

We haven't heard any updates from you. Please let us know if you still need help as we will be locking this in 24 hours if we won't hear back from you again. Feel free to start a new thread and we'll be happy to help.

Regards,
Steve

[dogdish28]

This is where I'm at with the the GOOGLE team (please feel fee to jump in and help as this issue is going around in circles... I have also completed all tasks you mention above WITH NO CHANGE

Hello James,

We appreciate all the time and effort you've put in — sorry you have to go through this.

We'd like to confirm, did you try setting up your Nest Hub Max to a completely new home structure? Have you also tried restarting your Google Wifi to refresh the connection?

When the Nest Hub Max streams another Nest Camera (Nest Cam Indoor/Outdoor, Nest Hello) on its display, the Nest Hub Max's built-in Nest Cam becomes unavailable. The Nest Hub Max's display shows the message "Nest Cam monitoring off" and the Google Home app and the Nest app shows the Nest Hub Max's Nest Cam as "offline". This behavior is working as intended.

The refund is only applicable on items received within 15 days from Google Store. Learn more here: Return a device

You only need the Google Home app to set up your Nest Hub Max. Here's a very helpful guide: Set up your Google Nest or Home speaker or display

We're dedicated to making sure we get to the bottom of what's happening with your Nest Hub Max and Nest doorbell.

Sincerely,
Vincent

The Google Nest Customer Care Team

REPLY: Yep done all of that - that’s why it took so long to do. Reset ALL devices including the wifi. 

Do I NOT need a Nest App? I’m always prompted to do it. Should I not join the Hub Max to the Nest App? Ideally I want everything running through Google Home App including the Doorbell (battery). Is this possible?

Sent from my iPhone

[MplsCustomer]

@dogdish28 

The comment by Vincent of the Google Nest Customer Care Team that "you only need the Google Home app to set up your Nest Hub Max" is not entirely accurate. We have a Nest Hub Max; you need the Google Nest app for the Nest Cam on the Nest Hub Max. Google Nest Help's own page says "If you’d like to access the full set of Nest Cam features such as activity notifications, Nest Aware features, etc., you can do so when you download the Nest app and sign in with your Google Account".  It goes on to talk about how you can "monitor your home remotely from the Nest app" and how "your device will continuously record video for you to review in the Nest app." (https://support.google.com/googlenest/answer/9449420?hl=en&co=GENIE.Platform%3DAndroid#zippy=).

[dogdish28]

Thanks for that... I find the whole process quite laborious! It shouldn't be this difficult and honestly I don't want more than one app to operate the doorbell (display on hub). So in actually fact I could have just purchased the much cheaper Nest hub (that doesn't have a camera) and it would have been enough to display the doorbell?

[MplsCustomer]

@dogdish28 

You are correct; the cheaper Nest Hub is enough for doorbell visitor announcements and display of the doorbell camera. And you SHOULD get visitor announcements on all of your Nest Hubs, Nest Minis, and speakers if "Visitor announcements" is enabled for your Google Nest doorbell. We get that with our Google Nest Hello Doorbells. And while you need the Google Nest app for the Nest Cam on the Nest Hub Max, that camera views what's in front of the Nest Hub Max and is independent of doorbell visitor announcements.

[dogdish28]

Thank you - yes I agree this it what it SHOULD do but it doesn’t 🥴

[Brad]

Hey there,

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

• Open the Google Home app

• At the top right, tap your account.
• Tap Feedback 

• tap the type of device you'd like to submit feedback for.
• To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
• In the feedback summary, write a brief description of your issue.
• Be sure to check the box for Screenshot and System logs.
• To submit feedback, at the top right corner, tap Send 

If you need anything else, please let me know.

Best regards,

Brad

[dogdish28]

I’ve done that already

[MplsCustomer]

@dogdish28 

Is your Nest Hub Max in the same "home" in the Google Home app as your Google Nest Doorbell (Battery)? Visitor notifications only go to devices in the same "home".

[dogdish28]

Yep same home