"Nest" Cameras aren't really Nest anymore as they will not work on Nest App

[the_dude]

I'm a long time Nest Thermostat, Detector, Camera, Yale Lock and Doorbell user. I recently decided to add a Camera to my existing set up. Opened the box, followed the set-up wizard in the Nest app, scanned the mini-QR code, etc. It redirected me to Google Home which seemed fine as I have that setup too and over time I've expected the branding to dissolve or merge or whatever.

Except that it's not fine. I can only see that camera on Google Assistant display, Google Home app and web browser. In other words, after a 90 min chat with Google support, I was finally told that you cannot add any new cameras to your Nest account. Google only. So, no ability to add camera, which also means no Nest Aware (history, which I pay a lot for), no clip creation (should anything go wrong where I need to create a clip ... which is why I have the camera in the first place, to keep tabs on some contractors working in my garage & house).

Would have been nice to know that BEFORE I ordered the Camera, but whatever.

So, sounds like Nest devices, app and services are going away? And maybe all the Nest functionality will be available in Google Home, right? Not the end of the world, right? WRONG, I can view the "new" cameras in the browser, but there is no history and no ability to create clips. Have to go the Google Home app to view history, but does not appear to be able to create clips. So, at least for now, pretty serious feature DECLINE.

You'd expect more from Google / Nest. This is product mgmt 101. They've created a HORRIBLE user experience, without parity between the two platforms and HORRIBLE communication about their migration plans.

I feel sorry for their impossibly small support organization. Doesn't bode well for the Nest brand and making me hesitate to do anything further with Google Home. Looks like I may be out over $2000 in devices and video storage services. Sigh.

[Erfoster32]

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@the_dudewrote:

I'm a long time Nest Thermostat, Detector, Camera, Yale Lock and Doorbell user. I recently decided to add a Camera to my existing set up. Opened the box, followed the set-up wizard in the Nest app, scanned the mini-QR code, etc. It redirected me to Google Home which seemed fine as I have that setup too and over time I've expected the branding to dissolve or merge or whatever.

Except that it's not fine. I can only see that camera on Google Assistant display, Google Home app and web browser. In other words, after a 90 min chat with Google support, I was finally told that you cannot add any new cameras to your Nest account. Google only. So, no ability to add camera, which also means no Nest Aware (history, which I pay a lot for), no clip creation (should anything go wrong where I need to create a clip ... which is why I have the camera in the first place, to keep tabs on some contractors working in my garage & house).

Would have been nice to know that BEFORE I ordered the Camera, but whatever.

So, sounds like Nest devices, app and services are going away? And maybe all the Nest functionality will be available in Google Home, right? Not the end of the world, right? WRONG, I can view the "new" cameras in the browser, but there is no history and no ability to create clips. Have to go the Google Home app to view history, but does not appear to be able to create clips. So, at least for now, pretty serious feature DECLINE.

You'd expect more from Google / Nest. This is product mgmt 101. They've created a HORRIBLE user experience, without parity between the two platforms and HORRIBLE communication about their migration plans.

I feel sorry for their impossibly small support organization. Doesn't bode well for the Nest brand and making me hesitate to do anything further with Google Home. Looks like I may be out over $2000 in devices and video storage services. Sigh.

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I just got 3 new nest cams set up, and can confirm nest aware works with them. I can view history, download clips, etc. When I first got it set up, there was an option to merge from an existing nest account - that might be what you're missing to use the nest aware features.

[gilleslibre]

The historical clips which Google Home record do not capture all events. In October, a 'bandit' went through my property at night and Google Homne did not decide to record the clips of this infraction, only the Nest application for my old cameras.

[EmersonB]

Hi everyone,

Just one quick 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.

I appreciate your response, Brad and MplsCustomer.

Regards,
Emerson

[the_dude]

NO, this is not resolved. Everything I posted above is still true. The Nest App only allows me to register the new product through Google Home which is not at feature parity and forces me to use two different experiences to monitor my home. I'm 100% not satisfied with the answer and think i'm entitled to a refund. 

[EmersonB]

Hello the_dude,

Thanks for getting back to us. We understood that some of the features from the Nest App are not available in the Google Home app. These new Nest Cameras and Nest Doorbells are exclusive to the Google Home app because we wanted to create an integrated experience for a new model of devices and our team is working hard to deliver the best experience for our users. I'd suggest you send feedback about this using this form to let the Google Engineering team know about this. While they won't respond directly back to you, this is the best way to let them know about your concern. Please let me know if you have other questions or concerns as I will be locking this after 24 hours. Feel free to start a new thread and we'll be happy to help.

Regards,

Emerson

[harrismix]

That's not what he said.

[gilleslibre]

I agree with you. I have had the same experience adding a new indoor camera. With this new camera, I cannot view the continuous video recording of events. I can only see the historical clips which the Google Home decide to record, and not the entire sequence of events which are more than the historical clips.

[MplsCustomer]

A Nest Aware subscription applies to all cameras and doorbells in the same Google Nest "home/structure". If you have a Nest Aware Plus subscription (which provides 24/7 video history) you have to view 24/7 video history for older cameras in the Google Nest app. In the Google Home app, you can view both event and 24/7 video history for newer cameras, but only event history for older cameras.

[Sunnymel75]

Same here. It is beyond frustrating

[harrismix]

Tried to get my 2nd Gen Indoor cam working every which way and in the end just returning the thing for a refund. Google have taken a great product and ruined it. I have had many other Gen 1 Nest cams and they can be added to the Nest app without any issue and work great, I buy a 2nd Gen one and the nightmare begins - NO WIFI SETTINGS - instead it searches for an existing Nest Device to connect to and if it can't do that it just refuses to install. My other devices were too far away but it just point plank decided that it needed to connect to them, couldn't find them and just turned into a paperweight. I could easily have installed the new camera if I could just access the wifi setup but they hide this away now and push this assisted other device auto setup on you instead so I could not enter the details of the WiFi network that was right next to the camera, it just insisted on search for something that was too far away on the other side of the house. They have totally dumbed the setup down to the point it's unusable. In the end after many attempts I realized the camera had become bricked, it was essentially looking for another device for no reason, then finding itself and locking up. It's being returned for a refund, total paperweight now.

[Brad]

Hi there, 

Sorry to hear you're experiencing this, as I can imagine it has been an inconvenience. I would love to look into this further for you. We are still supporting the Nest app, and it's features. Your Nest Aware subscription will cover all of your cameras as long as they are connected to your Home/structure. Please let me know if you need any further assistance. 

Best regards, 
Brad

[Sunnymel75]

Yes I would need further assistance as I would like my new doorbell to appear in the nest app with my other cameras. With it in the google app we can’t save clips or go back and watch as things are occurring. 

[Brad]

@Sunnymel75

I am afraid that is not a possibility. The newer 2021 cams and doorbells and the recent ones released are exclusive to the Google Home app. Of course, the app is not in its final state, so we will continue to add features over time. Thank you for your feedback.

Best regards,

Brad

[Brad]

Hi there, 

Just checking in to see how the conversation is going. Please let us know if you have any further questions or concerns. We'll leave this thread open for a little longer for follow-up questions and concerns. 

Best regards, 

Brad