Unable to access IP cameras after switching to Google Nest Router

[RodH]

Hi Guys

Just wondering what the current work around for this is. I have recently changed to the Google nest router and now I can't access my IP cameras from my mobile unless I am on the Wifi. I have set the NVR to a static IP and put in the correct port forwarding rules for TCP and UDP data packets to get to the NVR but it still doesn't work. Has anyone else had this issue? 

[Jhonleanmel]

Hi RodH,

Thanks for posting ― let's get this sorted out.

A few questions: are your cameras able to connect to your Google Nest Wifi network? Did you set the static IP address using your Google Home app? Also, are there other devices that have this issue?

Best,

Mel

[RodH]

Hi Mel 

I have set a static IP and set all the port forwarding to the NVR. I have also been through this over a week ago with the helpdesk team on the chat function. I was advised as the could not fix the issue I was to be contacted with in 24hours by a senior tech to sort the issue. This never happened, I followed up after 24hours and was told they would be in touch shortly. I still haven't heard anything accept for response to date. 

As I advised the tech on the chat service I would be traveling for work and needed this sorted before I left. Unfortunately now I'm over 1000ks away at work with no access to my home cctv not very disappointed with google at this current point in time. 

[Jhonleanmel]

Hi RodH,

Thanks for getting back to us and sorry for the inconvenience this has brought you. I suggest you continue the conversation with the senior support team.

Best,

Mel

[RodH]

Hi Mel 

Thanks for the response I'm still waiting for over a week now to hear from a senior tech. At this point I'm looking at replacing the router completely.

[Jhonleanmel]

Hi RodH,

I'm sorry about that. Could you provide the case number so I can check what happened to your interaction with our team?

Best,

Mel

[RodH]

Hi Mel case number is 9-6204000033441

[Jhonleanmel]

Hi RodH,

Thanks for providing your case number. I reviewed your interaction with us and I suggest replying to the email they sent so they can give you options for your case.

Thanks,

Mel

[Jhonleanmel]

Hey RodH,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[RodH]

Hi Mel

I'm still waiting to hear from senior technician, all I have had so far is an apology that no one has got back to me yet....

[Jhonleanmel]

Hi RodH,

Thanks for the update. I will follow up with our support team so they can help you out as soon as possible. We appreciate your patience.

Best,

Mel

[Jhonleanmel]

Hey RodH,

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

Thanks,
Mel

[Jhonleanmel]

Hi folks,

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.

Thanks,
Mel

[RodH]

Hi Mel

Please don't close this as still I haven't heard free m any senior technician and it's good to show everyone on the forum that after weeks of waiting for service. I still haven't received any. For large tech company you guys aren't managing your help desk tickets very well at all. 

[Jhonleanmel]

Hi RodH,

Thanks for getting back to us. I will keep this thread open until a member of our support team sends you an email.

Best,

Mel

[Jhonleanmel]

Hi RodH,

I checked your case ID and you're now in an email conversation with our support team. Please continue the conversation there as this thread will be locked after 24 hours.

Cheers, 
Mel

[RodH]

Hi Mel

Not sure what email address they must be using as I haven't had an email from anyone, accept for them apologising that a senior technician hasn't contacted me and they will follow it up last week. Again as the issue is unresolved please leave this thread open thanks 

[Jhonleanmel]

Hi RodH,

Thanks for the update. We sent you an email on the email address you used when you filled out the form. You can check your Spam/Junk folders. Also if you have other email addresses, try to sign in to those accounts and check if you received our email there.

Thanks,

Mel

[RodH]

Hi Mel

I have no email in regards to this case in the the Gmail spam folder that was used when filling out the form. I do have an email from support that apologies for know one getting back to me that is the only one I have received. 

[Jhonleanmel]

Hi RodH,

I've followed up with our team about your case. We appreciate your patience. They will be reaching out to you soon.

Best,

Mel

[EmersonB]

Hi everyone,

@RodH I just wanted to follow up and see if you still need any help. Let me know if you have any additional questions from here.

I appreciate the help, @mel.

Regards,
Emerson

[RodH]

Hi Emerson

No one has come forward with a solution to the problem now for weeks and no one from the senior technicians have been in contact at all so yes I would still like some help thanks 

[Jhonleanmel]

Hi RodH,

I'm sorry about that. I've followed up with the senior support team about your case and they will be reaching out to you soon with an update about your device.

Best,

Mel

[Jhonleanmel]

Hey RodH,

Checking back in should you still have some questions here. Let us know by replying to this thread. 

Best, 
Mel

[RodH]

If you would like to ready the initial question at the beginning of this thread, since there has never been a solution to the problem provided. 

[Jhonleanmel]

Hi RodH,

Our support team will reach out to you shortly.

Best,

Mel

[Jhonleanmel]

Hey RodH,

Checking in if you still have other questions or concerns here. 

Best,

Mel

[RodH]

Yeah I still haven't been contacted by your tech support team. So yes I am still awaiting a solution 

[Jhonleanmel]

Hi RodH,

I'm sorry about that. I made sure to send them a follow up about your case and they should be reaching out to you anytime soon. 

Best regards,

Mel

[RodH]

Thanks Mel they have finally got in contact with me via email this morning I keep this thread open. So I can share the resolution of one is provided 

[Jhonleanmel]

Hi RodH,

That is great! Keep us posted.

Best,

Mel

[RodH]

Just to keep you posted the technician hasn't read the past notes had know idea had to reiterate the issues and get them to read the case notes. Now they have escalated it to a tier 2 technician again and stated they are very sorry for the wait and will follow up in a few days to see if a tier 2 technician has responded.....

[Jeff]

Thanks for the update, RodH. We'll keep an eye on the thread while you continue through that process. If anything comes up that we can help with, just let us know.

Thanks,

Jeff

[RodH]

Hey Jeff

Still waiting for tier 2 technician to look at this case. I was informed to send the logs through from the router, which I have done and a Tier 2 technician will get back to me. That was nearly a week ago. No surprise though as this just keeps going without a resolution in site.

[Jeff]

Hi RodH,

I'll take a look into things and see where things are with your support case. In the meantime, double check your emails and also give your spam folder a quick look.

Thanks,
Jeff

[RodH]

Hi Jeff

Already checked them there is no communication.

[Jeff]

Ok, thanks, RodH. I'll take a look into things for you. I'll report back soon when I learn something about the situation.

Thanks,
Jeff

[RodH]

Hi Jeff

Any news on this yet? I only reported it close to 2 months ago and at that time was told I'd be contacted by a tier 2 technician within 24 hrs as port forwarding is not working. Now I've had to chase this up multiple times to find I get a fresh tier one technician who hasn't read the notes and goes through the same process of setting a static IP and port forwarding to the NVR which has been proven doesn't work multiple times. I have even emailed through the log files from the router which at this time ai would imagine no one has looked at. I thought at the beginning wow within 24 hours that's great, great service now nearly 2 months in I have never seen such poor service from a tech company ever.

[Jeff]

Hey RodH,

It's been some time since we discussed this and over that time there have been updates to hardware firmware and to the Home app. I wanted to come back and check in to see if you ever resolved this or to see if you were still trying to find a fix. If you're still working on this, please let me know and we can pick things back up.

Thanks,
Jeff

[RodH]

Hi Jeff this issue was never resolved.