Replacements for Dropcams

[ae1m]

I migrated to Google account last week and spoke to an agent who told me to expect and email to replace my 2 old dropcams with new free ones.  I have not received any communication.  How can I get some help getting  this going.

[Lance_L]

Hello ae1m,

Thanks for reaching out to the Community. 

I’d like to dig deeper into this. Can you share the case ID from your interaction with our support team, so I can check what happened?

Keep me posted.

Best,

Lance

[ae1m]

I was never given any case ID, I was told I would receive an email with details.  # is my account.

[Lance_L]

Hi ae1m,

I gotcha. I'd be happy to take a look at this for you. Please fill out this form with all the needed information, then let me know once you're done.

Best,

Lance

[GQ]

When did this emails go out? Have two 10 year old dropcam pros guarding my property. Does this include the doorbell? 

[Lance_L]

Hello GQ,

Thanks for joining the discussion. Here is the Nest Community Blog from April this year. The announcement only affects Dropcam, Dropcam Pro, Nest Secure, and Works with Nest. It doesn’t affect other Nest Cam models.

Have you checked your spam or junk folder for the email from the Nest team? Let me know if you need any help.

Best,

Lance

[GQ]

Hi Lance, check all folders and found nil. Only found my July 2023 renewal subscription for Nest Aware. Is it possible to resend it? Thanks George 

[EmersonB]

Hi GQ,

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

Regards,

Emerson

[EmersonB]

Hey GQ,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. Please continue working in that channel to avoid confusion here.

Thanks,

Emerson

[ae1m]

Lance thanks, I have filled out and submitted the form.

[RenzJ]

Hey there,
 

Thanks for looking into this, Lance.

@ae1m Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. 

Cheers,

Renz

[ae1m]

Just FYI, I have not heard from anyone.  Will they contact my by phone or email? 

[Jenelyn_O]

Hi there ae1m,

I'm sorry for the delay. I made a follow-up on your case. Please bear with us, as our support will get in touch with you via email. 

I appreciate the help, Lance and Renz.

Regards,

Jenelyn

[EdmondB]

Hello everyone,

@ae1m, just an update. We already sent you an email with the promotional code for your dropcam replacement.
 

@dawgfan, if you haven’t received an email about the dropcam replacement since April 7, 2023, you can fill out this form to further assist you with the replacement.
 

Thanks for the help, @Jenelyn.
 

Let us know if you need additional help.
 

Best,
Edmond

[ae1m]

OK I got the 2 cams.  I have some questions.  I connected them to the Google Home App. 1) Will I be able to see them in the Nest app?  I do not see them there.  2) I have 10 days of recording on my 5 Dropcams.  Will I have 10 days of recording saved on these new Google Cams?  3) I need to rotate the image 180 degrees as it is mounted under a cabinet.  I cannot find out how, i this possible with these new wired Google Cams?  Is there a number I can speak to an actual person on?

[Lance_L]

Hi everyone,

@ae1m, I’m glad to hear that you have already received the cameras. I’m happy to help you with your questions.

1. The new Nest cameras and doorbells are exclusive to the Home app because we wanted to create an integrated experience with your speakers and displays.
2. It sounds like the 5 dropcams are subscribed to the 1st gen Nest Aware, which is applied per device. For the new cameras, a new Nest Aware subscription will be needed, and it will apply to all of your cameras, speakers, and displays if they are in the same home structure. Visit the Help Center to learn more about what you get with a Nest Aware subscription.
3. You can use the Google Home app to rotate the image of the new Nest Cam (indoor, wired).
4. To get in touch with our support team, visit our Contact Us page and follow the prompts until you reach Contact Options. Then select “Get a Call” or “Chat”.

Reach out if you have additional questions.

@dawgfan, help’s here! We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you.

Let us know if you have any other concerns.

Thanks for the assistance, Renz, Edmond, and Jenelyn.

Best regards,

Lance

[ae1m]

Sorry, I am totally confused.  I loved the Nest app where I was able to see all my cams and 10 days history, save clips, etc ,  it is much more full featured and it seems Google has abandoned us.  I have no idea what my plan is or what nest aware is.  I have no other Google devices.  I will try to get to talk to someone, but it doesn’t seem like there is a phone number .

[Lance_L]

Hey ae1m,

Thanks for being a valued Nest Aware subscriber. I’m sorry to hear that you’re having trouble with this.

Our long-term plan is to use the Google Home app as the one place you can control all of your favorite Nest and other smart home devices, as well as Google Assistant. In the near future, we’ll allow users to set up previous Nest devices and have full control in the Home app.

While there isn’t a phone number to contact the support team, you may use the link provided to get in touch with one of our experts so they can confirm what type of Nest Aware subscription you have.

Keep us posted. We'd be happy to help.

Cheers,

Lance

[ae1m]

How many days are my camera videos stored?   I had 10 days I believe with my Nest App.  How can I save clips?   It seems my older cams are handled different than my 2 new Nest cams.  the newer cams just received dont seem to store the video unless there is an “event”, the older cams recorded 24/7, is this true?

[Lance_L]

Hi ae1m,

Good questions! Let’s check them out.

The Nest Cam (wired) can do both event video recording and 24/7 continuous video recording. It depends on the type of Nest Aware subscription attached to the camera.

See below:

1. 30 days of event video history with Nest Aware.
2. 10 days of continuous video history and 60 days of event video history with Nest Aware Plus.
3. Up to 3 hours of event video history are included if it has no subscription. 

You can check out this helpful guide to learn how to save and download video clips.

Let me know if that helps.

Best,

Lance

[mhomes7]

OK great, finally some concrete info!  I followed the links and signed up for the $150 yearly program.  I assume my Google Home App will reflect the new capabilities of continuous saved video for 30d.  Really need a phone number though, would be much more helpful.  Thanks, Ill get back if i need further help.

[Lance_L]

Hey mhomes7,

It was my pleasure. I’m glad to hear that this has been sorted out.

You can visit the Nest Help Center to explore the features and settings of the Nest cameras and doorbells. Although there isn’t a phone number to reach the support team, you can scroll down to the bottom of the page and click the contact us button to get help.

We appreciate you sharing your thoughts with us. I'd suggest sharing your feedback about Google Nest.

Feel free to reach out if you have any other questions.

Cheers!

Lance

[dawgfan]

SAME! No email.  No way to talk to a human.  H E L P !

[NG2305]

I'm sure there are a lot of people in the same boat. I never received an e-mail relating to replacement cams and i'm scouring Google to find a way to talk to someone about this. I've had drop cams and dropcam pro's and now nest cams with the subscription for at least 8 years now. There is always something that Google is doing to change what i purchased. First the lights now this, I may just jump ship and just toss all the google cams I own and cancel the subscription.

[EmersonB]

Hello NG2305,

We hear you and we wanted to help you with your concern. Please fill out our Contact us form with all the needed information. Let me know once you’re done.

Best,

Emerson

[NG2305]

submitted

[EmersonB]

Hi NG2305,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. You may continue working on that channel to avoid confusion here.

Regards,

Emerson