Nest hub and doorbell

[VinnieGuy]

Nest keeps saying doorbell offline when it’s not I’ve rebooted both nest hub and doorbell still no good I’m not happy this equipment isn’t cheap I brought this equipment because of reviews I wish I hadn’t now should have got a ring system instead Please help

[aatienza]

Hey VinnieGuy,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. A few questions: when did the issue start? Did you make any changes to your Wi-Fi network? What's the status light your your doorbell? How far is it from the router? Also, do you have other Nest devices in the house? Keep us posted.
 

Thanks,

Archie

[VinnieGuy]

We have been having issues with it since installing (hard wired) 9 months or so ago. It’s got a blue light on the door bell so I know door bell is fine and have no issues with the link to mobiles and tablets. The issue we have is the Nest hub keeps disconnecting from the door bell saying the camera is offline when it’s not because we can see it working on phones and tablet. The door bell is about 15ft from our router, the only thing in its way is a window, the nest hub sits about halfway between the door bell and router. I haven’t changed my router in the last 12 months, which is before the door bell and hub were installed. My broadband provider is virgin media with a 1gig speed.

Hope you can help 

Kind Regards

Vince

[aatienza]

Hey VinnieGuy,

I'm sorry for the delay. I'd like to dig deeper about what's going on — what's the make and model of your Wi-Fi router? Are you using a Wi-Fi extender? Also, are you using a dual-band router (2.4GHz and 5GHz)? If so, which band are your doorbell and Nest Hub connected to? Keep us posted.

Thanks,

Archie

[aatienza]

Hey there,

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

[VinnieGuy]

Hi Archie

yes I do still need your help but I’m away at present so can I contact you when I’m back after 21st October 

vince

[aatienza]

Hey VinnieGuy,

Gotcha — keep us posted. Take care!

Thanks,

Archie

[EmersonB]

Hello everyone,

@VinnieGuy how's it going with your Nest doorbell? I just wanted to follow up if you still need assistance with this. Let me know if you have any additional questions from here.

@archie I appreciate your help.

Regards,
Emerson

[VinnieGuy]

Hi 
I think I need to express the problem I have 

I own a Nest door bell and it’s brilliant and I do mean brilliant the problem I have is that it won’t stay connected to my nest hub which is really really annoying because we use the nest hub as out video link to the door bell whilst indoors every five minutes I’m having to ask the nest hub to stream the door bell when it should be continuously be streaming it unless I ask it not to. Don’t get me wrong when it works it’s wonderful well worth the money but at the moment it’s not worth the money (and it wasn’t cheap) I just want it resolved it’s Google how say they work seamlessly hand in hand along with the nest cameras which I must add I have also purchased but am unwilling to install at the moment because of the door bell and hub issues. My internet speed is 1TB connection to the door bell and hub are excellent but the won’t stall connected to each other the distance between them can’t be an issue because they are about 8-10 feet apart from each other the distance between the door bell and router is about 20 ft the hub is sitting perfectly halfway between the two so why is there an issue I honestly feel I’ve wasted a lot of money and my wife constantly reminds me. So in answer to your original question no everything isn’t alright 

kind Regards 

Vinnie Guy

[EmersonB]

Hi VinnieGuy,

I'm sorry to hear that you're still having this issue. To confirm, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the camera? Are both devices on the same WIfi network?

Give these steps a try:

• Restart your Nest doorbell, Nest hub and Wifi router.
• If the issue persists, reset your Nest doorbell to the factory default, remove it from the App then re-add it.

Keep me posted.

Thanks,
Emerson

[VinnieGuy]

Hi Emerson

yes they are on the same Wi-Fi network and there are no appliances near to either of them I have gone through all of the processes you mentioned to no avail any further information would be a great help 

kind Regards 

vinnie

[EmersonB]

Hello VinnieGuy,

Appreciate you getting back to us — we'd be happy to take a look into this for you. Please fill out this form with all the needed information. Let me know once you’re done.

Best,
Emerson

[EmersonB]

Hi VinnieGuy,

I wanted to follow up and see if you were able to fill out the form?. Let me know if you have additional questions.

Thanks,

Emerson

[aatienza]

Hey VinnieGuy,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Also, please be advised that this thread will be locked after 24 hours.

I appreciate the help, Emerson.

Thanks,

Archie