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Nest Hub

Stephan625
Community Member

I can not get the Google Hub to connect to the doorbell.  It keeps saying sorry it looks like Nest is unavailable right now.  Yet on my phone I have it set up and I can connect and view the camera and use the features.  Not sure if I am just missing something to set this up correctly.  Looking for some assistance.

8 REPLIES 8

LongJohn
Community Member

I have had the exact same issue for several months: The camera feed shows on my phone and on the hub (on demand) just fine, until the doorbell is pressed, when it says "unavailable".  I have tried previous suggestions, such turning Visitor Announcements off in the app, then back on, but nothing has worked.  Others have posted about this and there were multiple earlier threads on this a couple of months ago, but the "Community Specialists" closed them all with no working solutions found.  I am getting close to dumping my Google Nest Hello and switching to an Arlo Essential Wired Video Doorbell.  I love my other Google cameras, but the Hello just des not work as advertised.

GarrettDS
Community Specialist
Community Specialist

Hey there,
Sorry for the late response, but I wanted to drop in here to help.

I understand that these issues can be confusing but I definitely wanted to stop by and see how I could help.

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried?

I look forward to hearing from you.

Best regards,
Garrett DS
 

Hi Garrett DS,

Thanks for responding.  Yes, I still need help.  

I have:

  • Toggled Visitor Announcements for the Nest Hello in the Nest app off and on
  • Deleted and re-added the Nest Hello from the Nest app and Google Home app 
  • Factory reset each of my Google Nest Hub displays (2) and Lenovo Smart Display (1)
  • Rebooted my router

None of this has worked, and this issue has now been occurring for at least three months.  This functionality did work properly prior to that time.

I also entered a Google Nest support ticket two weeks ago but have received no response.

What should I do?

Best regards,

LongJohn

 

 

 

GarrettDS
Community Specialist
Community Specialist

Hey there, 

Thanks for providing me with all the information that I asked for, I sincerely appreciate it as it helps me to be able to narrow down what other steps we need to try. 

 

Would you mind providing me with the support ticket ID? I know that they are working through a backlog of tickets, but I want to check on it to see where they are at on it, and I would like to see if I can push this along. 

I look forward to hearing from you.

Best regards,

Garrett DS

Hi Garrett DS,

 
I cannot find a record of it and no confirmation in my Gmail.  I filled out a Google form online requesting support, I think from the Community area, that said "we need more information" .
 
Should I submit something else?
 
Thanks,
 
LongJohn

Jake
Community Specialist
Community Specialist

Hey LongJohn,

 

Sorry for the late reply. 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 trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey LongJohn,


I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

LongJohn
Community Member

Hi Jake,

 
I am having the same problem that it appears hundreds of Nest Hello owners are experiencing according to posts on several other threads.  The doorbell video works fine until someone presses the doorbell button.  Then, the video goes offline for about 30 seconds while the doorbell reboots.  This is due to the battery inside the Nest Hello failing causing the doorbell to temporarily lose power during the button press.  I have deployed the workaround that others are using, which is to turn off the chime and use my Nest Hub displays to announce the doorbell press instead.   
 
This is unacceptable.  Google needs to acknowledge this problem and come up with a solution other than "sorry, it's out of warranty".  Many of us have significant amounts of money invested in Google ecosystem products and services, but Google doesn't seem to care.
 
Best regards,
 
LongJohn