Google Nest Aware is Terrible

[flygirl]

Actually got a live person to help me switch from Next Aware to Google Nest Aware 4 weeks ago. Since then I do not know when anyone is at my door or ringing the doorbell when I am not there. Checked all connections and notification settings and everything says to notify me. The cameras notify me but not the doorbell and they are on opposite sides of the house, so that doesn't help.

New Help at Google stinks. I am buying a new Ring doorbell and goodbye Google.

[MplsCustomer]

@flygirl 

For both the older and newer Google Nest doorbells, "Push notifications" has to be turned on in the doorbell's Settings in order to get notifications for a doorbell push, but you probably know that already.

Is your doorbell in the same Google Nest "home/community" as your cameras and your phone? (The name you assigned to your Google Nest "home/community" displays at or near the top of the initial screen in both the Google Nest app and Google Home app, as well as on the home.nest.com and home.google.com websites. If your cameras and doorbells are in the same Google Nest "home/community", they should display on the same screen on the home.nest.com and home.google.com websites, and when you select "Cameras" in the Google Home app.

[flygirl]

Camera and doorbell in same home/community.  Think it has to do with doorbell generation.  Not renewing Nest Aware and going to try factory reset and put back on Nest. This is second home and imperative I know when someone is at the door. 

[Lance_L]

Hi flygirl,

Thank you for posting and sharing your efforts to resolve your concern. I apologize that the Nest device isn’t working properly.

A few questions: are you using an Android or iOS device? What type of Nest doorbell do you have? Does it happen on multiple devices? Have you tried switching from Wi-Fi to mobile data? Also, was the event detected and recorded in the event history?

Let’s try the steps below (trigger a notification after each step):

1. Sign in to your account on another mobile device and test.
2. Connect the Nest device to a different network (Wi-Fi or mobile data).

Let me know how it goes.

I appreciate the help, MplsCustomer.

Regards,

Lance

[EmersonB]

Hello everybody,

@flygirl, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Aware? We would appreciate it if you could share the information we're asking above. Also, were you able to perform the steps we're suggesting? We'd be glad to hear from you.

I appreciate the help, MplsCustomer and Lance.

Best, 

Emerson

[flygirl]

This was returned when I tried to respond to Lance:

Thank you for your response. I purchased this doorbell from Costco because I was so happy with my Nest Thermostats.Installed Hello doorbell 8/24/2020. Code is 7JANAM. S/N 19AA02AE221906KK, Item: NC5100US.

I loved the doorbell until April 23, 2023 when I called and wanted to combine my existing Nest Aware with the new cameras I purchased for the primary home. The doorbell, thermostats, one camera and carbon monoxide detector are all in my second home that I want to monitor from afar. I goofed and installed the new camera to Google instead of Nest. It works OK with Google, just have to monitor on two different apps. Transferring the doorbell was the 2nd big mistake.

Since I will not be back at this location for two weeks, I can only say what I did last weekend. I completely disconnected the doorbell and did a factory reset. The new install appeared to go well until it got to matching and said that doorbell was on another account and needed to be released by that owner. When I went into Google it wouldn't even highlight for me to remove. I figured because Amazon Prime is going on, I would just pay another $150 and purchase a Gen 2 doorbell and try to recoup some money by selling my original one but if I can't unlock it, I will be out $150 and might as well start converting everything to Ring. 

[MplsCustomer]

@flygirl 

I'm not sure what's all going on in your case, but here are a few comments from just another Google Nest customer.

You need a separate Nest Aware subscription for each Google Nest "home/structure".

Unfortunately, the newer cameras are only installed in and get supported in the Google Home app, so yes, you'll have to use to different apps.

If, when you "disconnected" your Google Nest Hello Doorbell, you did not first remove it from your account in the Google Nest app, that would account for why you're getting a message saying it's connected to another account (yours). Since you've now done a factory reset, it's not easy to correct the situation. Google Nest has suggested the solution described in the post below on numerous occasions; I don't know whether it would work on your Nest Hello:

https://www.googlenestcommunity.com/t5/Cameras-and-Doorbells/Nest-camper-a/m-p/444945

[EmersonB]

Hey flygirl,

Thanks for getting back to us. We appreciate you sharing here your thoughts and ideas. We understand that some of the features from the Nest app are not available in the Google Home app and we don't have any news to share when these features will be available. We’ll take note of it and ensure that we'll learn from your experience as we continually improve our products and services. Rest assured that we'll take this as feedback and learn from this to deliver a better process and experience in the future. Could you tell us if you also removed your Nest Doorbell from your app? How did you perform the factory reset? Also, were you able to read the information that MplsCustomer has shared? Let us know your update here.

Best,

Emerson

[EmersonB]

Hi flygirl,

We wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.
  
Regards,
Emerson

[EmersonB]

Hello flygirl,

Just one 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, we would be happy to keep it open. If there's more we can do, just let us know.

Thanks,

Emerson

[flygirl]

We are on our way to the home where the doorbell is. Please keep open for 24 hours for me to get there and see if anything works better than last time. I know I can only view live thru Google app currently and do not get doorbell ring notifications at all. Always received when it was Nest. Can't even load early day motion, person or sound activity. Very sad 

[flygirl]

I still do not receive notifications for doorbell and CANNOT remove from my Google account and it us not on my Nest account. 

[EmersonB]

Hello there,

Thanks for updating us. Try to turn off and on the notification settings of your Nest Doorbell from your Google Home app and Nest app. Also, what do you mean when you said "CANNOT remove from my Google account and it us not on my Nest account. "? Looking forward to your response.

Best

Emerson

[flygirl]

Emerson: No thanks to any help from Google, I was able to reset my Gen 1 Nest doorbell by getting a new router and password from my internet provider. I had to reset my Google mini also but that did delete the doorbell from my Google account and put it back on my Nest account. Much nicer working with help when it was not only a live person but immediate help. I just spent 12 days at my 2nd home where the monitoring is located and necessary and never received any response from Google request for help. 

[EmersonB]

Hi flygirl, 

We appreciate your update. We know where you're coming from and this is not the experience we want you to have. We hope we can make it up to you in the near future. In case you're asking for a live representative over the phone or chat, you may hit this link. Let us know if you have additional questions or concerns.

Regards,

Emerson

[flygirl]

Emerson:

Thanks for the offer finally to talk to a real individual. Since my first complaint, I have received a new modem and router, consequently a new SSID, so I was able to reset my doorbell and put it back on the Nest account where I actually receive notifications when someone rings the doorbell.

[EmersonB]

Hey flygirl, 

We appreciate you getting back to us. We're glad that you're able to reach our support team and resolve your issue. Please let us know if you have more questions in mind.

Thanks,

Emerson