switched to Ting, can't connect anymore

[wickedwester]

I just switched to Ting internet with an Eero router. Everything in the house has been able to switch over fine, including my Nest thermostat, but my Nest doorbell can't seem to make the switch. It worked perfect for a couple years up until we switched service. I have reset it, I have change the Ghz on the router from 5Ghz to 2.4Ghz, I have removed it from the app and tried to re-add it but nothing will work. It just says it can't find the device. Doorbell still rings fine it just won't connect to the wifi. Anyone have any suggestions of other suggestions of things to try?

Thanks

[EmptyNester · Accepted solution]

Hello, I'm an end user like you.  

The easiest solution is to make sure you give your new WIFI the exact same name and password as the old one.  This way all the devices find it and connect right away with out you needing to do much.

If that is not possible then you have to do a full factor reset of the nest cameras and then re-add them as though they are new.

Here is a link that talks about how to do it.  Be sure to scroll down to the doorbell part

https://support.google.com/googlenest/answer/9252162?hl=en#zippy=%2Cnest-cam-battery-or-nest-cam-wit...

[wickedwester]

I did try this earlier and it didn't work. It's also strange when you try to add it back into the Nest app, it only treats it as if it's the first time it was ever installed and makes you go through the full installation process. Boy you would think google would have better options for a normal task such as changing your internet service and/or changing the user/pass. Seems odd it would require days of searching with no solution???

[EmptyNester]

Maybe the next step it to speak with a Google Nest Tech on the phone.  Set aside about an hour as they will want to do trouble shooting with you on the phone.  Here is the link to open a support ticket and speak with someone.  I believe they are there 24/7.   It is possible that can check things at their end to see why the camera is not coming back.

https://support.google.com/googlenest/gethelp

[EmersonB]

Hi folks,

@wickedwester thanks for posting here in the community. I'm sorry to hear about your troubles connecting your Nest doorbell to your new WiFi network. I just wanted to follow up and see if you're able to contact our support team? Also, to know more about this issue, what is the light status of your Nest doorbell? Hit this link to reset it to the factory default. After the reset all of your recorded history will get deleted as well.

Keep us posted.

I appreciate the help, EmptyNester and MplsCustomer.

Regards,
Emerson

[wickedwester]

Hi, yeah I did the factory reset and it's still not able to connect. Is the status light, the ring around the doorbell or is it the tiny pinhole underneath the camera? The ring is lit, the pinhole is not

[MplsCustomer]

@wickedwester 

Google Nest does not make it easy to change Wi-Fi settings for most Google Nest devices. So their first recommendation when changing to a new router/modem is to set the network name (SSID) and password to the same values used on the old router/modem.

If you can't do that, then Google Nest's process is to remove the Google Nest device from the Google Nest app or Google Home app while still on the old Wi-Fi network, then do a factory reset, and then reinstall the device while on the new Wi-Fi network. Skipping the first step can cause problems you may not be able to resolve without help from Support (https://support.google.com/googlenest/gethelp).

[wickedwester]

Thanks, tried all of this but still not working

[Brad]

@wickedwester

Thank you for trying our suggestions, and I am sorry to hear they were unsuccessful. I would love for you to fill out this form, and a higher tier of support will reach out to you with next steps. Especially if you have tried our troubleshooting suggestions, and workarounds, and they aren't cutting it, it is best to get in contact with support. 

Thank you for your help on this thread, @EmersonB!

Best regards,

Brad

[Jhonleanmel]

Hey there wickedwester, 

Checking back in — have you had the chance to fill out the form?

Best, 
Mel

[Jhonleanmel]

Hi wickedwester, 

I wanted to follow up and see if you are still in need of any help. If so, please fill out the form so we can help you further.

Best,
Mel

[janthadeus]

Hey there,

I just wanted to jump in here to make sure that you saw our response. Please let me know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks for the help, @everyone!

Best,

JT