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Unable to set up Nest doorbell in app, wont connect to wifi...on third device still not working

ninar123
Community Member

Previously I was able to install a nest doorbell battery successfully to the Home app, but because of battery issues I returned the first doorbell and purchased a second one.  This second device connected successfully until it suddenly went offline (this second doorbell lasted one day before it totally went offline).  I reset this second device and could not re-add it again, it keeps getting stuck at the wifi screen and can't connect to wifi.  My wifi works fine and password is correct.  I was advised to get a replacement device from Google customer support, so I returned the 2nd device again and now am on my 3rd device.  Still the same problem....the 3rd device still will not connect at all.  I called google support and their resolution again is offering a replacement device

I tried everything from what the forums and google customer support has advised.  I reset the device, reset my modem/router, created a new home and tried adding it there, I removed my other google devices, and I even removed my wifi extenders and still no luck.  I've also tried adding the doorbell with different devices (my iPhone, my boyfriend's iphone, my work phone, an ipad, NO LUCK).  I've called into google for help multiple times but I keep getting a rep in the Philippines who just reads off a script and gives me solutions that I already tried.  I'm sitting on these calls for over an hour just doing the same things I did already....  I would really prefer to get a rep who is in the US so they can offer solutions that are not ones I find online. 

I am also confused because I am able to add other google devices successfully (Hubs, thermostats, minis, etc) but for some reason I cannot add any doorbell devices.  So wifi connection is definitely not an issue either.  Can we have my google account reset or something to ensure I can add the doorbells?  I don't think my doorbell devices are faulty because they all were brand new straight from the bo....so I really don't believe a replace device is the solution when I'm already on my third one.  What gives and why can't my account add any doorbell?

I would really love to get this fixed as I love the doorbell, but if this does not resolve I will have to look at other options.

11 REPLIES 11

Hardy27
Community Member

We'd all like to know it's ridiculous the amount of users having this issue and no viable solutions offered it's been going on for months and nothing 

Hardy27
Community Member

What router are you using I just connected one we were having trouble with to a nest wifi router and it's working as intended so I'm thinking there is a router compatibility issue 

janthadeus
Community Specialist
Community Specialist

Hi Hardy27,

 

Thanks for visiting the Community. I'm sorry to hear that and for the delayed response. We appreciate your efforts connecting your Nest Hello doorbell (battery). No worries, we'll sort this out —  could you please share the related case number of your interaction with our team? You may check this article to learn about the recommended router settings that work well with Nest doorbells and cameras.

 

Looking forward to your response.

 

Thanks,

JT 

I'm not sure where to find a case number.

I posted this same issue here a month or two  ago without resolve just as the many others experiencing this same issue I followed all of the posted trouble shooting steps as well as support recommending the same thing with no success.

After more factory resets and changing this and changing that I decided to try connecting the doorbell to a nest wifi router and the door bell is now working as it's supposed to.

I've talked with several people experiencing this issue all using different routers so it's awful funny the only thing that's worked has been nest WiFi. 

So is the only viable solution is users have to buy a nest wifi router in order for the nest cameras to function properly? 

 

janthadeus
Community Specialist
Community Specialist

Hi Hardy27,

 

Thanks for sharing your thoughts with us. Setting up your Google Nest Cameras doesn't have specific router models. For as long as it meets the recommended router settings for your cameras. As shared in the above mentioned article, you may check the router settings that work well with your cameras. If your cameras can't pair to your WiFi network its router settings may not be par with the cameras and your Nest WiFi router has the settings set up, to work with your cameras and sometimes it may not be the case as it also has a different settings.

 

Let us know if you have any other questions.

 

Best,

JT

Nevermind after less than 24 hours after purchasing a nest wifi router after trying one the doorbell is back to no live video available. What a waste of money. What a waste of money

ninar123
Community Member

its very surprising google STILL has no solution for this!!!! there are tons of post similiar to this one and no one is giving a solution that works.  google needs to fix something on their end

Brad
Community Specialist
Community Specialist

Hi there,

 

Sorry to hear that you're still experiencing this. I would invite you to please fill out this form, and a higher tier of support will reach out to you for further troubleshooting. Thank you for your patience.

 

Best regards,

Brad

EmersonB
Community Specialist
Community Specialist

Hello everybody,
 

@nina123 how’s it going? Were you able to fill out the form?
 

Thanks for the help @janthadeus, @Hardy27 and @Brad.
 

Thanks,

Emerson

EmersonB
Community Specialist
Community Specialist

Hi ninar123,

 

Just wanted to follow up if you were able to fill out the form?

 

Keep me posted.

 

Best,
Emerson

EmersonB
Community Specialist
Community Specialist

Hey ninar123,

 

We haven’t heard any updates from you. I’ll go ahead and lock this thread in 24 hours. If you're still in need of assistance, feel free to start a new thread and we'll be happy to help.

 

Regards,
Emerson