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Ringing doorbell causes Nest Hello camera to go offline

Ej1980
Community Member
Ringing doorbell causes Nest Hello camera to go offline
I have Nest Hello on the front door and it's always online but recently it started going offline when someone rings the bell . Have checked the wiring the housing isn't hit have checked the network and no issues this only happens with the doorbell when someone rings it   Obviously this is the most important time as you cannot see who it is nor speak to them if you are not home.   It's extremely frustrating - anyone else having this issue?
13 REPLIES 13

Comisket
Community Member

I have same issue

Ishtama
Community Member

I’m having this issue as well as of recently. Anyone find a fix yet?

Ej1980
Community Member

Nope still haven't heard back from Google I think they forgot about me 

TomS
Community Member

I have the same issue with Nest Hello going off line when button is pressed. Cannot see or speak with the person, which is the primary functionality. Independent searching suggests that an internal battery (or capacitor) has failed. I installed this product in 2018. 

Ej1980
Community Member

That's interesting I also installed my doorbell somewhere around that time 

Ishtama
Community Member

Add me to the list of doorbells installed in 2018 as well. Lol

BlairF
Community Member

And mine has worked perfectly up until 2-3 weeks ago when the Nest app was updated twice. 

Brad
Community Specialist
Community Specialist

Hi there, 

 

I apologize for my late response and thank you for all of your patience while waiting for a reply. I can definitely understand how frustrating your situation must be. I just wanted to make sure that your issue is addressed. 

  • Do you still need help with this issue? I know that there's been a delay in response since you posted.
  • What other troubleshooting steps have you done thus far?

Please let me know if you need further assistance. 

Best Regards, 

Brad.

Ej1980
Community Member

I was with tech went through all the troubleshooting with them they said they were going to advance it up to a higher tech tier and I would hear back from them and I never have  I sent a follow up email to the tech person who said I would hear back from her.  But I still have yet to hear back on the issue  that was back on Oct 26th 

BlairF
Community Member

I have the exact same problem. Doorbell from 2018. 

Billkellum
Community Member

I’m having the exact same issue. Camera works great until you press the ring button and then it goes offline.

This began around October 31, 2021, the same timeframe as many others.

TomS
Community Member

I am going to downgrade my monthly subscription for camera video storage. If Google/Nest won’t let me talk to the person that rang my doorbell, I am not going to pay for the service.  I have other cameras that will also be effected by my downgrade, but I am leaning toward other Smart Home venders to get the features I need.