Setup problem for Google Outdoor Camera and Google CO alarm

[DaisyN]

We have upgraded our internet provider from Fido to Rogers Fibre Ignite 5G. Now we couldn't connect our Google Nest Outdoor cameras and Google Protects (CO alarm) to the new wifi network. However our Google Door Bell, Google Nest Thermostat and Google Nest Home have no issues about the connecting. 

Please help me how to fix the problem. Thank you. 

[David_K]

For your cameras, follow these steps:
Change camera and doorbell Wi-Fi network - Google Nest Help

For Nest Protect, follow these steps:
Change Nest Protect Wi-Fi network - Google Nest Help

Instead of changing the Wifi on all your devices, if you're comfortable changing your router settings, you can change your new Wifi network name and password in your router's settings to be the same as the previous ones. All your devices should then automatically connect to Wifi.

[EmersonB]

Hello everyone,

@DaisyN, thanks for reaching out here in the Community. Aside from what davidking has shared above, you also need to reset your Nest Camera to the factory default and re-add it to your app. Here's how.

Let us know how it goes.

I appreciate the help, davidking.
 
Regards,
Emerson

[DaisyN]

Thanks for your reply David and Emerson. I  appreciate for your help. 

My CO alarms (Google Nest Protect) finally worked but my 2 outdoor cameras still haven't worked yet. I even reset them to factory default and tried to add them on Google home app. However the app couldn't recognize the cameras. 

Anyway, after long search on the internet, now I know that Google Nest outdoor camera doesn't work with 5G internet (except in US and Mexico, but I live in Canada). Most of outdoor cameras only work with 2.4 GHz, not 5 GHz. That's why my outdoor cameras doesn't work because now I use 5G internet. 

[EdmondB]

Hey everyone, 

@DaisyN, Nest Cam outdoor in Europe and Canada can only be connected to 2.4 Ghz. However you can try to contact your Internet Service Provider and check if they separate the two bandwidth 

If your router is only showing one network , chances are it's broadcasting both 2.4GhHz and 5.0GHz which is called band steering to let your device switch automatically. However you can try to contact your Internet Service Provider and check if they can separate the two network and try to connect the Nest Cam Outdoor. Please take note that your connected Google Nest Devices will be disconnected in the app once there are changes in your network settings. 

Let me know if that helps.

Thanks,
Edmond

[DaisyN]

Thanks EdmondB.

My husband did separate the router into 2 bandwidth: 2.4 GHz and 5 GHz. We used 2.4 GHz to add outdoor cameras on Google Home app, however the cameras couldn’t connect to the app. We don’t know why. 

[EdmondB]

Hi there.

Thanks for trying. Have you tried doing a factory reset on the camera and reinstalling it in the Google Home app? Here is a link on how to factory reset the Nest Camera or Nest Doorbell.

I look forward to your response.

Best,

Edmond

[EdmondB]

Hello DaisyN,

I just wanted to follow up and see if the steps above worked. Let me know if you have any additional questions from here.

Regards,
Edmond

[DaisyN]

Thanks EdmondB. We haven’t have a chance to reset it yet. Will let you know if it works.

[Jenelyn_O]

Hi everyone,

Thanks for letting us know. No worries, we'll keep this thread open for a few days and wait for your update, but please be advised that as Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity. If you have questions, just let us know. 

I appreciate the help, @David_K, Emerson, and Edmond.

Kind regards,

Jenelyn

[Jenelyn_O]

Hi DaisyN,

It's me again! I just want to check if you were able to reset your Nest Camera. Please let us know how it goes.

Regards,

Jenelyn

[zoeuvre]

Hello there, 

Just one final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, I would be happy to keep it open. If there's more we can do, just let me know. 
 

All the best,

Zoe

[DaisyN]

Please close this thread...sorry for that. We are on vacation now and I don't know when my husband will have time to reset our outdoor cameras. 

Thank you for your help.

Daisy.

[EmersonB]

Hey everybody

@DaisyN, thanks for getting back to us. In case your husband has the time to perform the steps, you know where to find us. I'll be closing this thread now. Feel free to start a new thread and we'll be happy to help. 

I appreciate your response, Edmond, Jenelyn and Zoe.

Best,

Emerson