New Router led to no more Nest cam Outdoor

[MelanieM42]

I have literally tried EVERYTHING!  spent hours trying to figure this out and I think I have found the issue is that my new router does not have the ability to run 2GHz and 5GHz separately.  Seems I need just 2GHz.  Is there a work around here?  I am not smart enough on this topic to know what to do?

[Bsb936]

Following. I bought the Google Nest Wifi router and now my new Nest Cam (Battery) won't connect. This is so frustrating. 

[Jeff]

Hi, MelanieM42.

Sorry for the issues you're having with your connection to your Nest camera. That sounds really frustrating. I'll be happy to help you sort this out. I do have a few questions to help us get started and going in the right direction.

• Are there any other devices failing to connect to the network?
• Is your router a Google WiFi or Nest WiFi network? If not, what brand of router are you using?
• Have you had the camera connected previously to the current network, or has it never been able to connect?
• Are you getting any error messages or will it just not connect?

If you can let me know a few more details, we can get this sorted out for you. I look forward to hearing back from you.

Thanks.

[MelanieM42]

Hi Jeff,

Thanks for offering to help!

* All other devices, play station, Samsung TV, Phones and tablets are all working without issue.

*My current router is neither Google or Nest.   It is a Spectrum Wave 2, Wifi 6 Router.  https://www.spectrum.net/support/internet/spectrum-wave-2-router-user-manual

* The cameras were working before switching to this router.   I am thinking it has something to do with the 2GHz needed for these cameras and the fact that the new router run 2GHz and 5GHz on the same channel.

* I continue to get error messages when I am trying to connect the cameras that indicate something is wrong with the wifi connection.

I spent 1 1/2 on the phone with Spectrum and it was certainly not a router issue.

[Jeff]

Thanks for the added info, MelanieM42. That will give me plenty to go on.

Just as an FYI, there is a new firmware update coming out now for the Google and Nest WiFi products and it does include some improvements for WiFi connections. While we look into this, keep an eye out for that update as it might help clear up your problems as well. There's nothing you need to do in order to get the update, it will download and install automatically. In the meantime, I'll look into this deeper for you.

Thanks.

[MelanieM42]

Unfortunately, it will not install automatically as it cannot connect to the wifi currently.   I would have to do a manual download.

[Jeff]

Hi, MelanieM42.

It's actually the WiFi device that will get the update, not the camera. So as long as your WiFi network is live, it will be able to grab the update.

[MelanieM42]

I do not have a Google or Nest wifi