Nest. doorbell stream to Nest mini fails all the time

[Johngilham]

Hi, I have a Nest Doorbell that I have one of the first streaming subscriptions against (£40 a year). I moved to the Nest Doorbell originally as I liked to be able to view the stream all the time on my Nest mini hub. In the last few months the stream drops out all the time and is more off than on and I constantly have to reset the mini hub. I am convinced it’s a way for Google to get me to upgrade my subscription which I am not going to do as I only have one camera. When my subscription renews I am going to move to another device that allows me to view my front door bell constantly. 

[EmersonB]

Hi Johngilham,

Thanks for reaching out here in the Community. To confirm, how far is your Nest Doorbell from your Wifi router? Could you tell us your internet speed where your Nest Doorbell is installed? Try resetting your Nest Doorbell to the factory default. Remember that after the reset all of your event history will get deleted as well. Try restarting your Wifi router and let us know how it goes.

Best,

Emerson

[Johngilham]

Hi Emerson, thank you for responding to my issue.

My doorbell is around 5m from my router and my nest mini Hub is 6m from my router. My internet speed is a constant 44 Mps (BT). I have tried many, many times resetting the doorbell and the hub to factory settings and it makes no difference. When I first had both the doorbell view streamed to the hub constantly with no problem but this issue has been happening now for several months. When the stream drops it reverts to the Google photo frame which then runs perfectly confirming the link between hub and google is fine. What I dont understand is that if I view the doorbell via my iPad 'live view' runs constantly and doesnt drop at all. I also have two large Google Hubs in different rooms and all suffer with the same problem. When I view the Hub and iPad at the same time the hub drops out but the iPad stream still runs fine. I really have lost the will to live with it and will definitely move to another system when my Google Nest subscription comes up for renewal. 

[Juni]

Hi there,

Thanks for the additional details you provided. Could you try to connect your Nest Doorbell to another network and observe if it will make a difference?

I look forward to your response.

Regards,

Juni

[Johngilham]

How on earth can I do that, use my neighbours!!!!!!!  odd answer

[Johngilham]

I keep saying it is NOT THE DOORBELL as I can stream it on my ipad all the time so it must be the Hub's ability to continually stream

[Juni]

Hi Johngilham,

Understood, Letś go ahead and reboot your Nest Hub and observe if it will make a difference. If that did not work perform a factory reset. Check out this helpful link. 

Keep me posted.

Regards,

Juni

[Johngilham]

Not sure if you have read my posts but I have rebooted and factory reset the hub until I am sick of doing it so please dont tell me to do it again as that has no effect

[Juni]

Hi there,

Got it. Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks,

Juni

[Juni]

Hi there,

I wanted to follow up if you are still in need of any help. If so, please fill out the form above.
 

Regards,

Juni

[Johngilham]

Hi Juni I have done that but to be honest I am close to throwing the hubs in the bin. and getting a new system. I have now stopped recommending the system as I once did.

[Princesss]

Hey Johngilham,

Thanks — we got your form and we've escalated it over to our higher level of support for further review. Please keep an eye on your inbox as someone will get back in touch with you soon. 
 

Best,

Princess

[Crease13]

Why does my camera keep on shutting off?  I am not connected to anything else in my house with the doorbell?  It just randomly shuts off all the time

[MplsCustomer]

@Crease13 

If you mean that your doorbell's camera is shutting off, and not just going offline, you could consider contacting Support (https://support.google.com/googlenest/gethelp). We have multiple cameras and doorbells, and none of them have ever shut off on their own.

You could also try removing the doorbell from the Google Home app and doing a factory reset, and then reinstalling it to see if that fixes it (https://support.google.com/googlenest/answer/9252162).

Curiously, I just saw another post recently reporting a camera turning off:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Wired-Nest-camera-turns-itself-off/m-p/...

[Johngilham]

Hi, I have been having a similar issue for months where the doorbell stream to my Nest Hub drops out and comes back then drops out and stays out. The odd thing is that whilst its dropped out I can still get a perfect stream on my iPad so its not the doorbell connecting to the internet its the stream from google to the hub. I am so frustrated that when my Nest Camera subscription renews I am going to move to another doorbell solution like Arlo or Ring etc.

[AveryReid]

I’ve been having a similar issue for 2 months. My doorbell used to work perfectly and nothing changed on my end EXCEPT that I updated the Google home app to the latest version. Ever since then I have not had a doorbell and Google has sent me the same troubleshooting steps about a million times. My wifi is strong, I pass the test with flying colours, and they seem to still refuse to believe their software could have a bug. Please continue to escalate this issue. I’m hopeful as more people report it, they will finally start to take it seriously. 

[Juni]

Hi folks,

Thanks for the help here, MplsCustomer.

Johngilham and AveryReid, thanks for reaching out. What Nest doorbell are we working on? If you both tried the steps provided by MplsCustomer, try rebooting your Nest Hub and observe if it will make a difference.

Regards,

Juni

[Johngilham]

I have rebooted it more times than I care to remember. Unless anything happens I will ditch Google Nest and move to a product that does what it says on the tin.

[Juni]

Hi there,

Thanks for the additional information that you shared. Try to factory reset your Nest cameras. This erases all your personalized settings, deletes the entire video history, and restores the factory default settings. It won’t automatically reconnect to WI-Fi, and you’ll need to set it up again.

Check out this link for more information.

Regards,

Juni

[Johngilham]

I have and it makes no difference. Also why would it be working fine on the iPad but not on the Nest Hub that suggests to me it’s not the camera. I am fed up with keep answering the same questions over and over as no one seems to read previous posts

[AveryReid]

I ended up convincing Google to refund me for the 2nd generation doorbell that does not work and instead purchased the 1st generation Nest Hello Doorbell. It works without issue for me. Setup is through a different app so this further proves to me that there is a software bug in the Google home app. Good luck!

[Johngilham]

Thanks Avery but I don’t have the energy and will just look for another product. Even when it was working it takes forever to get the ring after the doorbell has been pressed and if out the talk facility is useless as whoever is at the door has gone by the time you get alerted. It’s a great shams as when I first had the doorbell and two large and one small hub it worked perfectly now even the photo album on the hub gets stuck all the time it’s useless. 

[Juni]

Hi folks,

AveryReid, got it. Iḿ glad that the Nest Doorbell (wired) works for you. 

Johngilham, Since the steps didn't work on your end, we'd be happy to take a look into this for you. Please fill out this form with all the needed information, then let me know once done.

Thanks,

Juni

[EmersonB]

Hi everyone,

@Johngilham, we wanted to follow up and see if you were able to fill out the form? Let us know if you have additional questions.
 
I appreciate the help, Juni and MplsCustomer.

Best,
Emerson

[Johngilham]

The form was completed over two weeks ago

[EmersonB]

Hey Johngilham,

Thanks for getting back to us. Please continue your conversation there to avoid confusion here. In case you have more questions in mind, don't hesitate to post it here.

Regards,

Emerson

[EmersonB]

Hey Johngilham,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,
Emerson

[Johngilham]

Honestly it’s still the same. It has not been fixed but then you should be aware of that. Google can’t fix the freezing photos issue after months and hundreds of complaints so I am not holding my breath on this problem. I will just stop the subscription when it becomes due as I am not getting the service I am paying £40 a year for. 

[EmersonB]

Hello Johngilham,

I've checked your case and saw that one of our support team asked you to send the feedback regarding this. Since we are still waiting for an update, I'll move this conversation to the main thread and we'll make sure to get back to you as soon as we have some news to share.

Regards,
Emerson

[Johngilham]

I sent the form as requested. Perhaps there is a problem with that software as well !

[Princesss]

Hi Johngilham,

I've seen that you have been assisted via email. I'll consider this post as complete and will lock the thread in 24 hours.
 

Best,

Princess

[Johngilham]

What do you mean all I have had is question after question. The problem has not been solved in fact it has now worsened. I am a very unhappy customer who would never buy or recommend any Google product in future. I have a complete Nest solution which is now useless. If you lock this I will just post another as it’s important that potential buyers are aware of the problems and Google’s lack of ability to solve them. Something that was working well has been screwed up a month ago and Google has not fixed this along with the photo frame freezing issue which hundreds of people are complaining about. 

[Princesss]

Hi Johngilham, 

Apologies for the inconvenience that this has caused you. I can see that you have been assisted via email regarding this, how was it?

Best,

Princess

[Johngilham]

Please tell me what assistance I have had. I have had no assistance at all. It’s been faulty for months. One thing for sure I will never buy another Google product. My experience put someone off buying a Google phone just last night. The customer service is zero