Virtually impossible to speak with person whom rings door bell, MAJOR latency issues

[firepower2010]

This wired doorbell has never been quite right from day one, and the tech support has been lacking in a big way. I am at wits end and ready to jump ship, as the latency between someone ringing the doorbell and me being to actually see and speak with them is so slow, most of the time people are gone by the time the doorbell latency catches up. I have blazing fast internet and router, no issue here, and ALWAYS happens. Instructions online are old and irrelevant asking you to access things that are no longer there. Someone needs to get this thing fixed as I see a LOT of complaints for the same thing with no resolve...

[MplsCustomer]

@firepower2010 

We have three of the older Google Nest Hello Doorbells, and we sometimes have latency issues, though we can usually see who is at the door rather quickly.

I do notice that response is much better on our iPhone 13 than on our iPhone XR.

[firepower2010]

for us it does not matter which phone we use.

[EmersonB]

Hello everyone,

@firepower2010, thanks for reaching out here in the Community. We hear you and we wanted to help you out with this. To confirm, how far is your Nest Doorbell from your Wi-Fi router? Is the camera in a case or housing? Hold your mobile device near your Nest Doorbell and make sure both devices are connected to the same network. Then run a network speed test. What are the results of the test? Also, try restarting your Nest Doorbell, mobile phone and Wi-Fi router. Let us know how it goes.

I appreciate the help, MplsCustomer.

Regards,
Emerson

[firepower2010]

Router is within 50 ft plus or minus, and my router is a strong TP link AX6000 WiFi 6  802.11AX. Wifi speed average 524mbps on 5G and 214mbps on 2.4G. When I am home the doorbell is not a big issue, however that's not what I bought it for. EVERY time I am out say at the market, or gas station etc., the latency is PAINFUL and defeats the purpose of even having this thing to make people think you're home.....

[MplsCustomer]

@firepower2010 

I am no expert at all, but I would guess there is a limit to how much Google Nest can do to provide a customer with a high speed connection with their doorbell when the customer is on a cell phone cellular connection or on another Wi-Fi network away from home. I know Google Nest runs ads showing the person at the doorbell with the impression the homeowner is right there at home, but we've had Google Nest doorbells for four years and I don't even try to answer a doorbell when away from home; there are too many connections between me and the doorbell to make it practical.  And my iPhone XR is slower at any interaction than our iPhone 13.

[EmersonB]

Hi firepower2010,

I appreciate your update. To make sure that we're on the same page, I'd like to confirm, is your home and away assist turned on? How many home members have access to your Nest Camera? Also, were you able to perform the steps I've shared? In case you have an update, you know where to find us.

Best,

Emerson

[firepower2010]

i did all you asked sasme issues, but seems like it's a BIG issue as I have seen LOTS with the same issue. Please read my post when I replay, I told you the speed was 500mbps, are you a real person or a robot?

[MplsCustomer]

@firepower2010 

Our download speed is in excess of 900 Mbps, and we have excellent response time at home, but I think that's mostly irrelevant when we're away from home and trying to access our doorbells via a cell phone connection or the Wi-Fi network at our church. And especially when it's just a cell phone connection. So, like I said, we don't even try to talk to someone at the door when we're away from home. And since Google Nest has no control over our cell phone connection, I don't think there's much they can do.

[firepower2010]

This in my mind is not the way to approach this, if I were to believe your view on this, then what this would constitute fraud on Nest's part, as this is the WHOLE selling point of these things which is to answer the doorbell when we are not home, as if we were home all we would need is a good old fashioned ding dong bell, why do we need technology for that??, we are not in a rural area, and have 5G signal everywhere, if Google/Nest has not figured out how to transfer data via quick compressed packets technology is doomed in general, and the product needs to be rebranded/clarified in order to prevent a lawsuit for false advertising.

[MplsCustomer]

@firepower2010 

We have 5G cellular signals where we live as well. I don't have any knowledge about whether "quick compressed packets technology" can provide rapid response times that would allow answering our doorbell when not at home. I just know that in 4+ years of having Google Nest doorbells, it is simply not practical to even attempt two-way communication with our doorbells' cameras when not at home. And I don't know whether other video doorbells like Ring or Arlo do any better.

[firepower2010]

home away is off. 2 members of family only