Unable to add New Nest Doorbell (Battery)

[DTM]

I have done everything possible to troubleshoot adding two different Nest doorbells, and two Nest cameras (the first set brand new, and subsequent RMA replacements) to the Google Home app. When they are fresh out of the box, they all fail finalizing setup with "Unable to communicate with Google. Try again." Trying again only fails with the same error.

If at any time after the initial failure I try to connect to another WiFi network during setup, the devices will never successfully get to the finalizing settings step again, failing with "Something went wrong. We were unable to connect to that network. Check your password."

To date I have done the following:

1. Factory reset the router, creating new unique 2.4 and 5GHz WiFi networks, and did not connect any existing devices to the router with the exception of my phone.

2. Tried connecting to both 2.4 and 5GHz networks. Same failures.

3. Used simple passwords and tried both saved and manually entered passwords during setup. I am 100 percent certain the passwords are correct.

4. No other devices are paired with Bluetooth.

5. Factory reset the doorbell and cameras, which resulted in the same failures.

6. Factory reset my Pixel 7 and did not restore from backup. Updated only the base Google apps and did not restore any backed up settings.

7. Configured Google Home with a new unique home name and address and attempted to install the doorbell again. Same result.

8. Switched to another Google account that has never been associated with Google Home. Same result.

9. Set WPA2 as default for both 2.4 and 5GHz networks, same result.

10. IPV6 is enabled and tests successfully.

11. Speed tested my network, 214 Mbps down, 15.2 Mbps up during the setup routine.

12. T-Mobile replaced my original Sercomm TMO-G4SE gateway with an Arcadyan TMO-G4AR, same identical result.

13. All of the devices will show up on the router(s) correctly identified and partially "connected" during setup, but none of them have an assigned IP address.

Routers: T-Mobile 5G Home Internet Gateway (Sercomm G4SE and Arcadyan G4AR)

Model Name: TMO-G4SE and TMO-G4AR

Protocols: 802.11ax 4x4 2.4GHz, 802.11ax 4x4 5GHz

WiFi Networks: 2.4 and 5 GHz, separated into unique standalone networks

WPA: WPA2

WPA Encryption: AES

Hidden: No

IPV6 Enabled: Yes

Phone: Google Pixel 7

Android Version: 16

Build: BP2A.250705.008

Apps 

Google Home Version: 3.35.55.0

Nest Version: 5.82.2.0

Google Version: 16.27.69.sa.arm64

Also, I have multiple Nest devices currently connected to the new gateway, and the previous gateway, that have/had no issues communicating with Google during setup.

1. Nest Home Hub Max (Nest Camera)

2. Nest Hub

3. 5 different Nest Mini(s) at one time or another

4. 7 GE Cync bulbs, a dimmer and an LED strip

I have been working on this with Google Nest Support (Phillipines) for almost a month now, and have absolutely no results to show for everything I have tried. I have sent multiple feedback logs during the errors, but yet they cannot seem to figure out the issue. Can someone, anyone, please help?

[virnab]

Hi DTM,

Thanks for reaching out to our community.

I can see that you’re having trouble with setting up your new Nest Doorbells (Battery) and Nest Cameras. It's completely understandable that you're feeling frustrated after trying so many steps over the last month with no success, including replacing your hardware and performing multiple factory resets. I appreciate your feedback regarding the setup process and for taking the time to provide detailed information. No worries, I’ll do my best to help you out.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

Please keep me posted.

Best regards,

Virna

[DTM]

Hi Virnab,

Thank you for your reply. I apologize for not updating my post sooner, but fortunately it appears the issue has been resolved for the moment.

On Tuesday I attempted the install again, and during setup a firmware update was pushed to the doorbell by Google Home. This allowed the install to complete fully and successfully add the doorbell to Google Home. I then removed and readded the doorbell several times, and it is now stable and functioning correctly.

Hopefully, this remains the case moving forward.

Best regards,

DTM

[virnab]

Hi DTM,

That's great news! I'm so happy to know that you could set up your new Nest Doorbells (Battery) and Nest Cameras successfully.

If you have any other questions about Google products or need more help with anything else, just let me know.

Best regards, 

Virna

[DTM]

Hi Virnab,

Thank you for your reply. It would have been great news if the camera in the refurb doorbell hadn't developed banding and discoloration in the video stream. I returned the doorbell a few days ago.

Also, I had already returned the cameras days before the engineering team developed a fix, so I never got a chance to try and set them up with the fix.

This entire ordeal has been an absolute nightmare, and I am pretty much done with anything Google going forward.

Sincerely,

DTM