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Wifi connection problems to cameras

Robdoc
Community Member

Trying to connect camera to new fibre Wifi. No problem connecting 2 indoor cameras, thermostats, and smoke alarms but spent hours trying to connect outdoor camera. tried everything on trouble shooting guide and 3 hours on phone. Now being sent to the handling team as nobody seems able to sort the problem. 

I can see that many people have had similar problems and have given up on Nest/Google

I feel everyone should be aware and the broader community should know of their inability to fix these type of problems.

I am now left with no outdoor security and have wasted hours of my time. 

Incredibly frustrating.

10 REPLIES 10

hannahlenney
Community Member

We have too just changed our wifi and now are left without a camera and doorbell as unable to get power!

EmptyNester
Gold Product Expert
Gold Product Expert

This has been an ongoing problem for over 2+ years and so far Google has refused to fix the issue or make it easy to switch WIFI.    Very frustrating.  

I think the public should be made aware of this issue as it could certainly affect whether you would purchase a system that  it is so difficult to change your wifi

i don’t know how this will be resolved other than giving me 2 new cameras and pay for their re installation and connection to the Wi-Fi!!

EmptyNester
Gold Product Expert
Gold Product Expert

Hi Robdoc,  I'm an end user like you (I don't work for Google).  I found this official link on how to move  your cameras and doorbells to a different router.  maybe this will get you thru.

Let me know if it works.

https://support.google.com/googlenest/answer/9223711?hl=en#zippy=%2Ctry-the-same-network-name-and-pa...

As I had removed the camera and it will not connect to the Wifi I am unable to do anything else. Google sent me all the details of router settings etc. all of which we had already gone through. They now suggest a different router as they say Nest products are not compatible with all routers !! Yet I have already got 2 indoor cameras, 2 smoke alarms and 2 thermostats connected!! They are obviously trying to get rid of me as my E mail has been returned to me, their phone number is now not available to me ? blocked.

I intend to take legal advice as I now have no outdoor security and had a perfectly running system previously. I will also contact BBCwatchdog to draw attention to their incompetence. Thy are the worst company I have ever had to deal with. 

Chook71
Community Member

Yep Google are completely incompetent. I've lost count of the number of times they have told me it must be my internet router and Wi-Fi setup. It must not be compatible and there is nothing they can do. They go very quiet when I tell them that as my router and Wi-Fi setup is a Google nest Wi-Fi so they can either replace or refund me for both. They just don't respond. 

Given the number of products that currently have significant issues that Google refuse to address I think legal action is the only option. 

Chook71
Community Member

IMG_4781.jpeg

IMG_4782.jpeg

Oh my god. These cameras are absolutely pathetic. This is all I get for 95% of the time. Plus if it's actually working when a person or car comes past as soon as they come into frame the camera drops its connection. What a joke for a $400 camera. This is a security camera that offers absolutely no security at all.

I'm moving to reolink POE camera. A third of the price, hard wired, better picture, cheaper cloud storage, AND IT WILL WORK.

I'm done with Google products. None of them work and they are not cheap 

EmptyNester
Gold Product Expert
Gold Product Expert

Be sure to also compare the reolink line to the EUFY cams.  They just released a pretty cool system that records 24/7 to  a base unit in your house. No cloud required (but they do offer cloud if you want it).

 

Chook71
Community Member

So even though I (and others) have had longstanding ongoing issues with these cameras Google has decided to almost double the cost of my subscription service. They have provided no justification and no additional benefits just raising the price. 

Dear Google you are becoming more like Apple every day the only difference is Apple actually support their products. 

Robdoc
Community Member

I totally agree. I have followed all their troubleshooting advice and spent hours on the phone to them and they are unable to fix the problem. They say the Nest camera is faulty and yet it was working perfectly until the WIFI was changed! They say they won't supply a replacement because it is out of warranty!

AND they now don't have a simple wired outdoor camera it now has floodlights!

All the comments on the forum confirm this is not an isolated problem. I am trying to get a Facebook campaign to hi light this problem -any ideas?

I am also going to talk to trading standards in the UK and Which, and BBC. 

They think they are so big they can just ignore their customers.