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Nest doorbell and cam whit Samsung smartphone

johanholst
Community Member

Hello,

I recently purchased Google Mesh Wifi,  Nest Doorbell with battery and 2 Nest cam - 1 for inside and 1 for outside use. I have an Samsung S20 and Samsung S21 with Google Home app installed. When trying to speak to visitor through app - the sound is so low that they can not hear what I'm saying.

When I instead answer doorbell with an Nest Hub (2.gen) the sound is loud and clear, so there is not a problem with the speaker. - But this is not a solution becuse I want to use my brand new expensive equipment when im not at home! 

I have tried these steps;

  • What troubleshooting steps have you done thus far? 
  • Have you tried to restart your device if you haven’t already?
  • If the restart didn’t work, have you tried to do a Factory Reset? This would be a last resort option, but would clear out issues and the device would essentially be ‘brand new’

I've read on the forums that this seems to be an issue with Samsung devices for a long time, and it is not just me that has this issue.
There should be more focus on this issue, Samsung is one of the biggest phone branches, at least in my country.

The option to answer my doorbell when we're not home was one of the main functions I was looking for when buying a smart devices from Google!

 

If this is a common problem for your google equipment why is it not stated on any of your sites? Any of your commercials? in any of manualls? 

Do I need to returne all of my equipment or are Google working on a solution for this common problem?

Regards Johan Holst

22 REPLIES 22

Jelmer_
Community Member

Raise a ticket at google support. For the customers it's a known issue, buy a brand new Samsung galaxy and it fails with google nest products. You know, I know, we all know. But google apparently doesnt.

 

Take a look here

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Why-is-my-nest-Doorbell-battery-talk-an...

Thank you for answer. - could you please send link to where I shall send ticket? I cant find it and it impossible to sign in etc etc. 

Thank you

Jelmer_
Community Member

Update, 1/26/22: A Google representative tells Review Geek that “we have recently identified a fix and it will be rolling out as part of the 2.49 Google Home app release.” The company did not specify when this update will roll out, but we’re excited to see a fix for such a huge and overlooked bug.

 

source: https://www.reviewgeek.com/108095/samsung-phone-owners-impacted-by-major-nest-doorbell-and-camera-bu...

 

3 years later and google is responding... wauw.

Tom_Sauce
Community Member

Having the same issue. Turns out it's a known fault that Google are turning a blind eye on. I'm considering legal action to get the screw holes that have now been left in my door repaired by Google after they sold me a product they knew had compatibility issues with one of the world's most popular mobile phone brands.

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. This is still a known issue with some Samsung/Android devices. I do not have an ETA to provide.

 

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Tom_Sauce
Community Member

Why are Google still selling these devices when they don't work with a company that has a massive market share?

Brad
Community Specialist
Community Specialist

@Tom_Sauce

 

It is only recently become an issue which is being looked into at this time. I am sorry to hear that you may have had issues with your Samsung device! I do not have a solution yet. 

 

Best regards,

Brad.

Jelmer_
Community Member

Hi Brad, that's not true, it's been a documented issue for a long time now. The way Google handling this (no communication, no fix, still selling) is unlawful and illegal.

Agreed, @Brad  knows this to don't you @Brad ? He's just towing the party line. Google showing themselves to be a disgusting company

Tom_Sauce
Community Member

@Brad that's simply not true and you know it. This has been an issue for WELL OVER a year.  Why are Google STILL selling these devices without warning Samsung users?

Brad
Community Specialist
Community Specialist

@Tom_Sauce

 

I haven't been with Google long, so it's definitely new to me, but I am sorry to hear that you are still frustrated with this issue. I honestly, do not have a solution for you. I don't have an answer because I have not been provided with one. I apologize that you have had a poor experience with this issue. 

 

Best regards,

Brad.

Tom_Sauce
Community Member

Find out then. How does that sound? Why don't you get an official answer of Google?

Brad
Community Specialist
Community Specialist

@Tom_Sauce

 

I will do my best to help you, but I'd like you to please check out our Community Guidelines and read over them. I understand you may be frustrated, but if you are going to use these Community Forums, then you need to be more respectful. In the meantime, I am still afraid I do not have a solution to this issue. Please wait for an official solution from Google when the time comes. 

 

Best regards,

Brad.

Tom_Sauce
Community Member

@Brad  that's a cop out response Brad. No one's being rude or breaking guidelines. Stop hiding behind them. It's clear that you are threatening to delete the thread or even me as a way of hiding behind Google's incompetence in sorting out the issue. 

Ill ask again. Why can no one from Google provide a answer? 

Brad
Community Specialist
Community Specialist

@Tom_Sauce

 

You are welcome to reach out to Support for further assistance.

 

Best regards,

Brad.

Tom_Sauce
Community Member

Unfortunately Google Support are equally as useless in providing any solution or answers 

cbrown251988
Community Member

I only recently purchased a nest outdoor camera with floodlight (wired). I was extremely disappointed to find out about the mic/speaker compatibility issues with Samsung devices. After some minor research (all of which was found using Google - ironic), this has been going on for years. One can imagine how obsurd that is. I consider myself lucky that I have only had this issue for <1 month.

Brad, on behalf of your company and all of the tech community, it is your responsibility to reach out to folks within your company and get an official date as to when Google Home 2.49 will be released, which apparently fixes this issue. What will it take to make that happen? Does pressure need to be applied? BBB complaints? Do users need to start emailing your corporate office or CEO? Seems silly to go those routes just to get an ETA on an app update that will fix this issue (supposedly). I've seen your name in at least 1 other thread from months ago. By any tech standard, an issue that has been going on for months is not considered "a recent issue." Please, get your users a specific date or time frame of when this app will be updated.

Thank you for reading.

All you will get is a response off Brad stating that you should treat him with more respect and you should follow the guidelines.

@cbrown251988 are you UK based? I'm considering legal action if you want to go down that route with me.

In the meantime I'd suggest you return the device as faulty and go to one of Google's competitors Arlo. That's what I did. Cheaper, better quality, works with Samsung and as laughable as it is intergrated more with Google devices such as Chromecast.

@Brad maybe you could chase up my official complaint to Google that I'm still waiting to hear about.

Google also refused to give me a email address or physical address to send a letter of complaint.

 

I saw Brad's comment about community guidelines. It's impossible to determine tone from words on a screen. He was wrong, in my opinion. Nonetheless, I was very careful with my word choices in my post. In my entire adult life, I have written on a forum maybe twice, including this post. That should say something. The way Google has decided to handle this is simply wrong. Such a major product feature shouldn't go broken for so long.

To answer your question, I am in the US. I am willing to give @Brad time to respond and hopefully show a little more concern for his fellow tech users before I pursue other avenues.

I purchased this through a program at my work. I tried to find the return policy but couldn't. I'll have to look again. It's a shame, because this camera has good video quality, and Apple devices don't have this issue. The voice quality is good.

Besides being forced to use the Google Home app compared to the Nest app, this is a great product. I do wish we could use the Nest app, because I have a Nest Thermostat, a Nest Lock, and a Nest Camera (the one with this thread is about). All but the camera use the Nest app.

Jelmer_
Community Member

Ok. Home 2.49 is out and indeed for me the low volume on the talk&listen part is fixed for me with a Samsung S21. Took google only 2 year, don't know about work ethics there, but I'm done with google. Nevertheless it's working now.

I also confirm it is working on my Samsung Note 9. App has been updated to 2.49.1.8.

Tom_Sauce
Community Member

@Brad can you confirm this issue has now been fixed?