No video on doorbell

[sandrawyse]

I have tried to reach a live human for support. My doorbell is hard wired and I no longer have video. I have had paid account for years. I need help, all these suggestions you have listed are not the issue. My wifi is great.

[sandrawyse]

Also how do I add the filter perferences back. It keeps removing the PERSON filter after a while

[GabrielaG]

Hi @sandrawyse ,

Thank you for contacting the Google Nest Community. I'm sorry to hear that your Nest Doorbell is having trouble with the video and the 'Person' filter disables itself after a while. I understand how frustrating this situation is, especially since you’ve been trying to reach support without success. I'm glad to help you. 

To help me troubleshoot this efficiently, please answer these quick questions:

• What type of Nest Doorbell do you have?
• Which app are you currently using to control the doorbell (Google Home or Nest app)?
• When did this issue start?
• Has the doorbell been moved recently?
• What type of Google Home Premium subscription do you have?
• Do you have a schedule set up for the doorbell?

I look forward to your response.

Regards,

Gabriela

[sandrawyse]

Hi Gabriela, 

Thank you. I will truly looking into The Ring where they have support numbers.

Not really sure what you mean by type:  

(2) Google home

(3) Been at least 3 months

(4) No, doorbell has not been moved

I believe standard subscription, I pay yearly

No schedule set up for doorbell

I am not a tech person, so I hope I am relaying the correct info to you.

Thank You

[GabrielaG]

Hi @sandrawyse,

Thank you for your reply. I appreciate the details you provided about your Nest Doorbell and the app you are using. I'm happy to continue assisting you.

To help isolate the issue, please try the following steps:

• Confirm you are signed into the correct account on the Nest app and ensure the camera has an active subscription. For help checking your status, please refer to this article: Learn what you get with a Google Home Premium subscription.
• See if the issue occurs on the web portal (home.nest.com) via a computer.
• Test if the issue happens on other mobile devices or affects family members with shared access.
• Restart your Nest Doorbell. For more details on how to do this, please refer to this article: Restart or factory reset Nest camera or doorbell.

Please review this article if familiar face detection is not working on your Nest device despite having a Google Home Premium subscription: Troubleshoot familiar face detection.

Let us know if that helps resolve the issue.

Regards,

Gabriela

[sandrawyse]

Gabriela, I go to the Nest icon to see camera activity