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Outdoor battery nest camera

Mchestnut
Community Member

I’ve had my nest battery camera for 8 months. All of a sudden it stopped connecting to my WI-FI router. Called tech support and we couldn’t get it to connect. Returned it for another camera. Once again same issue it won’t connect. I have nest thermostats no issue staying connected. A nest doorbell again no issues and nest smoke detectors and no issues. It’s only this one google camera and no matter what I do it won’t connect. I’ve deleted the app and reinstalled.  Rebooted the router and reset the camera itself. I’m literally out of options.  Can anybody please help. Thanks. 

20 REPLIES 20

aatienza
Community Specialist
Community Specialist

Hey Mchestnut,

 

Oh no! I'm sorry to hear that. Let's see what's going on — could you tell us the case ID from your interaction with our support team so I can take a closer look?

 

Thanks,

Archie

So it seems that the camera only now works with the 2.4 ghz speed and my router network name is using both and I can’t get it changed. I’m havcing my cable provider come out today to switch out my modem and get it to be able to split the band connection. I hope this works. I’m going on about 8 hours and a week without a camera outdoors. Because it just one day seem to stop working.  Tech told me that they have been a known issue and as to why it just stopped working is a mystery. 

janthadeus
Community Specialist
Community Specialist

Hi folks!

 

Thanks for sharing your insights. Sounds like a plan! Keep us posted. 

 

I appreciate the help, Archie.

 

Thanks, 

JT

janthadeus
Community Specialist
Community Specialist

Hey Mchestnut,

 

Checking back in should you still have further questions here. Let us know by replying to this thread.

 

Regards,

JT

Thank you.  Should have the new camera tomorrow. I am holding out hope one last time. Nothing worked with google customer service over four hours of troubleshooting and even had my cable provider to come out.  Split the band to have a dedicated 2.4ghz network for the camera. Still won’t connect. 

janthadeus
Community Specialist
Community Specialist

Hi there,

 

I know where you're coming from but we appreciate your efforts here. Sounds like a plan! Keep us posted. 
 

Best,

JT

Still won’t connect. Contacted tech support again. Another two hours on the phone. This is the only google product that doesn’t work. At this point I’m moving on and will never purchase another google home product for my other best home products. Which all of those work flawlessly. Google tech needs to look into it. I believe it’s something in the google home app that’s not working. 

janthadeus
Community Specialist
Community Specialist

Hi Mchestnut

 

We appreciate your efforts here. Don’t give up on us yet. Let’s dig deeper into this — a few questions: How far is the camera from the router? Are there any error messages? Do you have an Android or iPhone? What’s your internet speed? Also, do you have a mesh WiFi point?

 

Here some troubleshooting you can try:

 

  1. Close all the apps running in the background of your phone, reopen your Google Home app then try pairing your Nest camera.
  2. Move your phone closer to the camera within 10 to 12 inches during pairing setup.
  3. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
  4. Reboot your phone, put the mobile device on airplane mode, then turn on Bluetooth and WiFi. Try adding your camera again to the app.
  5. If all else fails, create a new home structure using the Google Home app then try adding your camera to that home.

Let me know how it goes.

 

Best regards,

JT

Thank you for your continued response in helping me resolve this issue, I really do appreciate it. I have been on customer service tech support for hours and have had two camera replacements sent.  I have tried everything you mention, even deleted all my nest product from the google home app..deleted the google home app and then tried to start with installing the nest camera first…still nothing.  The steps you mentioned are somewhat insane, since when I first purchased the google nest battery camera it connected without fail and worked with no issues for about 8 months.  With all that being said, I have no other options then to find another outdoor camera for my home.  I have a google home set up…3 nest thermostats, Yale Door Lock, Hello Nest door bell, Nest smoke protectors and a nest connect.  These are all connecting flawlessly and without any issues.  This google nest camera, will go through the connection steps and when it gets to connecting to Wi-Fi it doesn’t connect…it just hangs there until list of networks appear, then I choose the 2.4ghz band that I had my local cable provider come out and set up my router, because I was told from the Tech support needed to be done, since the google products use the Wi-Fi band to work.  Still it will say not connected, then the camera makes a disconnect beeping noise.  I feel that its the google home app that is the issue with this camera.  Again I used it with all my other google products and they are all in my home network, no issues.  To close, yes I have tried absolutely everything you mentioned and nothing has worked.  I no longer can recommend this product to my friends and family, when it worked I loved it.  From all the time and energy Ive spent on the product, its just not worth anymore of my time.  So I’m not giving up, I’m moving on.  Google needs to fix this issue

janthadeus
Community Specialist
Community Specialist

Hi there,

 

I can understand where you’re coming from and as a user myself I know how you feel about this. We truly appreciate your efforts here. Let’s have a better look — could you fill out this form so we could further investigate?
 

Best regards,

JT

fill out what form?  I’ve posted everything here on this thread for google to review. Take what I’ve said and forward to whatever team you need to review it. Ty

janthadeus
Community Specialist
Community Specialist

Hi there,

 

I can understand where you’re coming from. Please fill out the form so that our support team can further assist you.

 

Best,

JT

I don’t see a form or know what you’re talking about.  I’ve moved on and am not wasting any more time with this product.  It doesn’t work and google has no fix.  

janthadeus
Community Specialist
Community Specialist

Hey there,
 

Don't give up on us yet. We'd like to further check on this. Kindly fill out this form. Let me once you’re done.
 

Thanks,

JT

I just filled out the form.  This is it the last time I try. Weeks and hours of trying. I will give you this one last chance to get it to work. Thank you

janthadeus
Community Specialist
Community Specialist

Hi Mchestnut,

 

We've received your form — thanks for filling that out. I'll consider this post as complete and will lock the thread in 24 hours. Please keep an eye on your email as someone from our team will reach out to you to assist you further.
 

Regards,

JT

Thank you

janthadeus
Community Specialist
Community Specialist

Hi there,

 

You're welcome! We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance.

 

Best,

JT

Okay. Sounds good. I still haven’t received any word from a follow up from the form I filled out. No email as of yet. 

janthadeus
Community Specialist
Community Specialist

Hey there,

 

Rest assured that our support team is on top of this. Please keep an eye on your email as someone from our team will reach out to you to assist you further. We'll leave this topic open for another 24 hrs in case there are any follow up questions or comments. Please let me know if you need further assistance.

 

Cheers,

JT