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Nest doorbell gen2 wired - video history does not save or saves choppy

NestUser123321
Community Member

‎07-04-2025 10:17 AM

This has been an ongoing issue and I have yet to come across a resolution for this problem.

On my gen2 wired doorbell, video history does not save reliability, it misses events, and will often not even display a live feed. I pay for nest aware 24/7 recording and do not get that. The attached photo shows the choppy video history. The camera is unavailable and video has not been saved for most of the day. It’s basically useless to me.
I have not experienced the same issues with my regular nest cams outdoors. So I’m wondering if the issue is related to the doorbell itself. Or wifi settings?
I can’t for the life of me figure out how to solve this issue. Any help from anyone who has experienced this and solved it would be much appreciated.

thanks a lot.

IMG_2221.jpeg

 

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MplsCustomer
Bronze
Bronze

‎07-04-2025 10:36 AM

@NestUser123321 

I'm not an expert.  We have three 1st gen Google Nest Hello Doorbells, starting in 2019, and have good video history on all three.

I think poor video history can sometimes be caused by a poor wi-fi connection with a particular camera.  We have an Xfinity router/modem and two wired Linksys access points to provide good wi-fi coverage throughout the house.

If you have good wi-fi coverage, the only other cause I know of is a defect in the doorbell itself.  If your doorbell is less than a year old, you could contact Support for a warranty replacement.  (Keep in mind they usually provide a rehabbed used device as a replacement.)

To contact Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Select your device from the dropdown, click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

This is Google Nest's page for checking a warranty and filing a claim:

https://support.google.com/googlenest/answer/9901095

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