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Nest video playback freezes

Yic
Community Member

The playback on my Nest camera has been stalling for weeks. I understand it is a software update issue. Is there any information on when this will be resolved. I’m almost ready to find another company. @nestaware 

10 REPLIES 10

S3bryan
Bronze
Bronze

In case you haven’t noticed I will make it clear for you. Google will never admit when they make a mistake. We all have this issue and Google refuses to acknowledge it. Go over to Twitter it’s a mess over there. Google seems to use the same generic response for all their issues. Hi we stumbled over your message. That statement alone should clearly tell you they are not paying attention. A call center operates on Software that tracks requests. Proper customer care centers replying with the comment that they stumbled over your request, makes a very Poor statement.  It has been nine months and Google has yet to change anything related to the Nest app integration. But… They will just keep stumbling over themselves and us

wrightflyer
Community Member

You are not alone..

https://www.googlenestcommunity.com/t5/Nest-Aware/Slow-very-slow-video-playback-on-iPhone/m-p/164734...

While they've closed that thread the problem most definitely has not gone away. 

I have five Nest cams and a £100/year subscription, so quite a lot invested and it's all effectively a pile of junk when you can't access the recorded data. 

I was hoping Google would simply rollback the server change that broke the service once a lot of users started to report the issue but clearly they don't care about their customers. Once they have your money they can treat customers like s***. I don't see much prospect of them correcting their broken service and would go out of my way to recommend that no one buy this pile of junk. 

 

S3bryan
Bronze
Bronze

I apologize for my late response and thank you for all of your patience while waiting for a reply. I definitely understand how frustrating your situation must be, and I wanted to make sure that your concern was acknowledged. Do you still need help with this issue? I know that there's been a delay in response since you posted.  Since this is obviously a user error as the Google software is flawless and perfect in every way, we should lock this thread.

To all the admin’s, this issue has not gone away therefore do not lock this thread up

Brad
Community Specialist
Community Specialist

@S3bryan

 

We as Community Specialists are primarily here to moderate these Community Forums. Part of that role requires us to close and lock threads if there is limited, to no activity. It is not required for the issue to be resolved for the thread to be locked and closed. I understand that this process may be frustrating, but Community Specialists are still required via our title, to manage our communities this way.

 

Best Regards,

Brad. 

Mitmoht
Community Member

This is all BS using boiler template responses hoping that all the complaints shut up. Google needs to be careful because once Apple create their own, people will flock away IF YOU DONT TAKE accountability for your own error and mess.  Admit to the problem hem move on and resolve it. 

S3bryan
Bronze
Bronze

Rumor has it Apple has recently filed with the FCC to make a comeback to the router game

Brad
Community Specialist
Community Specialist

Hey there,

 

I just wanted to jump in real fast and thank you for your feedback. Please feel free to submit your feedback to us. I've put instructions for feedback below.

 

  • Open the Google Home app

Google Home app

  • At the top right, tap your account.
  • Tap Feedback 

and then

  • tap the type of device you'd like to submit feedback for.
  • To display available emails, in the "From:" section, tap the arrow on the right. Select your email address.
  • In the feedback summary, write a brief description of your issue.
  • Be sure to check the box for Screenshot and System logs.
  • To submit feedback, at the top right corner, tap Send 

 

If you need anything else, please let me know.

Best regards,

Brad.

Thank you Brad always appreciate the guidelines to try to help. Sadly Google refuses to acknowledge this bug as it has been over a month since the last update. Too many of us are having the same issue for it to be the end-user. Do the math, If there is an overwhelming number of and users having the same issue, how can it be the end-user? The only thing that changed was Google did an update to the Nest app and broke it and refuses to acknowledge it. Sending feedback does not help as Google again as I stated will not acknowledge this bug

bbabusis
Community Member

I, too, am having the video freezing issues for months now and despite multiple calls to customer services, there is no acknowledgment from google that it is a problem.  My service worked flawlessly some time ago, now it is a burden a use, have to reset the app every minute or two.  I'm looking into other competitive products...

Yic
Community Member

I hope this carelessness doesn’t affect the other Nest products. If so, Google will lose all of their Nest subscribers.