J

Visitor

 • 

5 Messages

Fri, Sep 16, 2022 4:20 AM

Nest Doorbell (battery) won't connect to WiFi

I've had the Nest Doorbell (battery) for a few months with no issues. This week, the doorbell lost its connection and I thought it was a battery issue since it was reported at 10%, although I thought it was weird that I did not receive a notification. I then tried to reconnect the doorbell and it didn't work. I tried resetting to factory settings, rebooting the phone - nothing worked. I was on the phone with Google support for more than an hour and they eventually sent a replacement doorbell. When I tried to connect that one, it connected on the first try, but then the setup did not complete. I tried multiple times after that and it still did not connect. I got back on a call with Google support and the doorbell connected, but only through my mobile hotspot so they say it's something with the Xfinity WiFi router. I have no idea what the problem could be.

Accepted Solution

Visitor

 • 

5 Messages

2 months ago

Just wanted to provide an update. I created one of the original posts with this issue back in August. I finally found a solution that worked for me. 

Go through the setup process as usual. It will error out but as we know it still connects to the XB7. Exit the setup. 

Go into the XFi app and find it. Look at the details to get the MAC id. Then go into your browser for the modem 10.0.0.1. Find the device (reference the MAC id). Give it a reserved IP. 

This next step is crucial and what finally fixed it for me. Go to the connection Tab, then the WiFi to tab. Find the device under Auto-Learned Wi-Fi Devices and then click Add. Then go to Mac Filter Setting and under SSID choose the second WiFi network. Complete the same step as above and add it to the Auto Learned. Click Save Filter setting on the bottom. 

Now on your phone click airplane mode to turn off wifi, Bluetooth and mobile data. Turn it back on. Go through the camera setup. This finally worked for me after trying everything else under the sun. 

Visitor

 • 

3 Messages

@user_632282​ this worked for me. Thank you so much!!

XfinityDaryl

Official Employee

 • 

641 Messages

@user_632282

 

Thank you for all the time you've spent on this. Glad you were able to find <edit, removed word> a solution. Looks like someone else tried it, and it worked. After a few days, is everything still connected?

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

I tried the solution from @user_632282.  Same problem maybe I did something not quite right.

Visitor

 • 

1 Message

@user_632282​ I tried the above steps last weekend, but didn't work for me. But to my surprise when I tried connecting my doorbell today, it got connected to the XFinity network without any issues. I guess, Xfinity made some changes to the router settings. Hope it works for others too who have been facing the same issue.

Official Employee

 • 

228 Messages

@user_1d7e0d Hello! If you're still having trouble, please send us a Private Message with your full name and address so that we can take a closer look at this for you. Here are some steps you can follow on how to send us a PM in case you need them:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

 

We look forward to speaking to you there. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

3 months ago

OHMYGOSH I am having the same problem with our doorbell battery as well. Happened to us a week ago and Google customer support has sent us doing all sorts of troubleshooting to no avail either. Thank you for bringing this up, and I'm hoping someone can help us out! 

Visitor

 • 

5 Messages

@user_5b0397​ I remember setting up the doorbell when we first got it and it was super-easy and has worked perfectly since. Something must have happened on the router side recently.

Official Employee

 • 

763 Messages

Welcome to our community forum, @juicebox098! I definitely want to make sure you're able to keep your doorbell connected. Some devices can only connect to the 2.4 GHz network. Have you tried separating the bands so you can choose the network it's connecting to?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

5 Messages

My bands are still separate. I've tried connected to both. Moreover, as a user mentioned below, the Nest Doorbell can connect to both.

Visitor

 • 

3 Messages

@XfinityEmilyB @XfinityDaryl do you have any updates on this issue?

The doorbell is still not connecting, this is very very poor support on part of Xfinity.

Visitor

 • 

2 Messages

3 months ago

I have the same issue with any of the Google Nest cameras and it definitely a change that occurred on the XFinity gateway all of the cameras went offline at the same time (2 nights ago) and had been offline since.  I used a MiFi hotspot and was able to get it back online to verify.  I suspect it has something to do with the XFinity gateway managing which frequency (2.4 v 5 v 6 GHz), I am going to try to assign them to specific frequency to see if that works.  They took away the ability to maintain separate names for the frequencies so they have to be manually assigned by the MAC address

Official Employee

 • 

592 Messages

Hello @user_3e7659 were you able to get this resolved by assigning to the specific frequency? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

2 Messages

You can no longer assign a specific frequency in the new device (not ideal).  I did get it resolved but it involved having the gateway replaced and then resetting all disconnected devices.

Visitor

 • 

3 Messages

@XfinityBrandon @XfinityMythili any resolution for this issue?

Official Employee

 • 

245 Messages

Hello @user_f03b18 we don't have a specific fix for this issue, however, I do recommend separating the Wi-Fi networks you can see how here https://comca.st/3y5g76k please let me know if you still need help after this. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

4 Messages

3 months ago

Hey folks, 

I’m seeing the same thing too. All was fine till Wednesday 9/14/22.

My Nest Doorbell (battery) reported offline. I assumed it was either a brief power outage and it would reconnect. It was still offline on Thursday evening.

When I checked in the Xfinity App, the device was connected to my WiFi, had a strong connection and testing the connection passed. 

So I tried the following:

  • Restart the Nest Doorbell - No change
  • Restart the Gateway - No change
  • Remove the doorbell from the Google Home App, factory reset the doorbell and pair it again - Pairing fails on “Connecting to Wi-Fi…”
  • Even in this state, the device shows up on the Xfinity App and running the connection tests shows basic connection, Standard and HD Video is fine.

At this point I started suspecting that the device can’t reach the Nest service through my Xfinity WiFi.

So to test this theory, I used my phone’s mobile hotspot when doing the doorbell setup and sure enough that worked fine. And doorbell was fully functional again.

Not sure what changed mid-week last week to cause the access failure to the Nest service. Either Xfinity deployed something or Nest/Google changed something that only affects Xfinity.

 

BTW, if you’re wondering if it’s a 2.4 vs. 5 GHz issue, the Nest Doorbell (battery) supports the following, so 5 GHz is not an issue in the US.

US: 802.11a/b/g/n 2.4 GHz and 5 GHz Wi-Fi

Rest of world: 802.11b/g/n 2.4 GHz Wi-Fi

Cheers.

Visitor

 • 

4 Messages

@user_f71e36​ I’m going to try this myself, once you connected to your hotspot and got past the issue, how did you get it back on your home network? Your not running the doorbell solely on the hotspot are you?

Visitor

 • 

4 Messages

Hey @JJones_66,

No, I'm not running the doorbell solely on the hotspot, it was just a test to confirm it wasn't a doorbell hardware issue. So my doorbell is still offline with my Xfinity router :-(

New Poster

 • 

3 Messages

FYI,

I had this issue when switching from Android to iPhone, which required me connecting to the doorbell all over again.  First, make sure you don't have a single network showing for your 2.4 GHz network and your 5 GHz network. Secondly, I had to factory reset my doorbell.  This is accomplished by taking a paper clip and pressing it into the hole on the back of the doorbell, right by those 2 screws.  Hold it in until you see the white light, followed by 4 flashes of yellow light, then finally a solid yellow light.  This is by your camera on the front of the device.  These two things were the only way I could get reconnected, but it worked.  Hope this helps someone.  You check your xfinity WiFi by going to a browser and typing in http://10.0.0.1.  Then your user is admin followed by the password you set up on your modem.

(edited)

Visitor

 • 

1 Message

3 months ago

Hi,

I am having the exact same issue. 

Searching on google brought me here.

Like the poster, the doorbell connects fine on my phone's hotspot (i had to delete the doorbell and set it up anew).

Everything else connects to the router fine.

I have restarted the router as well.

The doorbell was connected fine up until Tuesday last week.

Regards,

William

(edited)

XfinityDaryl

Official Employee

 • 

641 Messages

@user_3fa27e

 

It looks like others are experiencing the same issue. I'd like to put in a ticket, so our advanced tech team can look deeper into this issue and work on a resolution. If you don't mind, could you please send us a direct message with your full name and address, so we can submit one? To send a direct message, please sign into the Forums (if you are not already), then click on the "Chat" icon in the upper right, next click the pen/pad icon, and lastly select Xfinity Support. Thank you for your time. 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

@XfinityDaryl​ Hi Daryl - Was a ticket put in for this? I'm also having the same issue. I did go in and get a new gateway which resolved the issue until about 3am. I can no longer get it back up and running again with the same issues as before. Not sure what changed recently but the timing seems to be the same as everyone else with this issue.

Official Employee

 • 

528 Messages

@juliocg We are looking into this further. Have you tried the fix that worked for user632282 to see if it works for you? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

5 Messages

3 months ago

I've made a post on the Google forums here. Maybe everyone can post to both places to get more traction.

Visitor

 • 

5 Messages

3 months ago

Same problem here.  I also did a factory reset with it not working to reconnect.  I also removed the Nest doorbell from the devices on the XFI app. I also longed into the xfi router page using the gateway IP address.  The doorbell shows up as online.  If you unplug it drops down to the offline devises. When you plug it back in and go through the steps it goes back up to online.  Just a wild guess, but is it possible that the "new" device is trying to use the same IP address that is already assigned in the router? I can't find anywhere to remove a device from the router page.  The doorbell isn't in the app but can't remove from the router page to see if that is the issue.

Visitor

 • 

5 Messages

@user_35e25e​ through the Xfi app, you can view and select devices not connected. Then if you manage device details, forget device. Have you tried that?

Visitor

 • 

5 Messages

I did remove the device from the Xfi app.  The problem that I think it might be is, when you log directly into the router, the doorbell is in the connected devices.  When you unplug the doorbell, and it's not trying to connect, the doorbell device drops down to the Offline devices.  Similar to the app. When you go through the steps, the doorbell goes back up to the Online devices.  That is why I think the router is trying to connect two things to the same IP address.  Even though the device is not on the app, it's still in the router using/holding an IP address.  When the "new" device is trying to connect, it has the same name and mac address resulting in an IP conflict with 2 devices. At least, I think.  

Visitor

 • 

4 Messages

3 months ago

The only thing I can think to do is put the gateway in bridge mode and have a separate router run IP’s for the network. Not ideal but may work

Visitor

 • 

5 Messages

@JJones_66​ That would probably work but I don't have an extra router to test it.  There has got to be a way to remove a device directly from the router. I just can't find it.  You can remove a device from the xfi app, and I did that, but it didn't remove it directly from the router.  Unless there is some sort of time lap from the app to the router.  It's been a couple of hours since I noticed all this, but one would think if there was a time lap from app to router it would be less than a few hours.

Visitor

 • 

2 Messages

2 months ago

Hello,

I am having the exact same issue. I tried to fix the issue with Google support and xfinity tech-support. Nothing helped and my Google Nest Doorbell is still not able to connect to WiFi.

Any resolution found for the issue?

(edited)

Visitor

 • 

5 Messages

@user_4a6a7a​ 

I put the xfi router in bridge mode and connected a mesh system. The doorbell connected just fine to the new router/gateway. 

Visitor

 • 

2 Messages

Thank you very much. Which mesh system you are using  - Google Nest WiFi?

Visitor

 • 

4 Messages

Thanks for the update @user_35e25e. Motivated by your finding, I went ahead and got my own modem and router installed and pairing with the Nest Doorbell was quick and successful. 

And I noticed that Live view comes up much quicker than before.

What an unnecessary waste of time. The xFI gateway is going back and I guess I'll be saving on the monthly rental fee. 

Visitor

 • 

5 Messages

@user_4a6a7a

I went with eero 6+. You don’t have to use a mesh setup. Any router would work. The problem with xfinity router is I couldn’t figure out how to remove a device from the router page. Not the app but the actual router page at 10.0.0.1 or whatever ip your gateway setup is. When I did the factory reset, the doorbell dropped down to not connect or recently connected portion on the router page. When I attempted to reconnect a new device in google home, the doorbell jump back up to the connected portion of the router page. I am just guessing that according to the router the new devise wasn’t really a new device and causing an ip conflict. 

Visitor

 • 

1 Message

@user_f71e36​ what modem / router did you settle on? I am about to go this route too to resolve this issue and any recommendations would be greatly appreciated.

Visitor

 • 

3 Messages

2 months ago

I am having this exact same issue. Google doorbell went out around 3:30am on 9/14. I’ve spent hours with both Google and Xfinity support doing all of the recommended troubleshooting and still not working. Google sent me a replacement doorbell which also won’t connect to my wifi even with a factory restart. Still haven’t found a way to resolve this.

Visitor

 • 

3 Messages

2 months ago

Hi folk's same issue same time 9/14 at 0330.

Did all the above mentioned troubleshooting, connects to my phone hotspot but not a WiFi, I even got a new doorbell just to test if there was any hardware issue but same.

Xfinity needs to resolve this, no doorbell no monitoring, will have to get a new modem router but looks like a costly solution.

Visitor

 • 

4 Messages

Yeah, I was hesitant to get rid of the Xfinity gateway just to address this issue. I didn't go crazy with the new modem and router, about 170 bucks for both, which is the same as paying the equipment fee for the gateway for a year. I should have done this years ago. Bonus, my wife noticed that the fan on the Xfinity gateway had gotten louder and louder over time (it's in our bedroom). The new modem and router are silent.

Visitor

 • 

4 Messages

2 months ago

After reading the most recent post about reserved IP’s I went to try that out and in fact, adding the device through the Google home app allowed me to go through the entire set up process and everything came online without issue. Check your devices now, may be all good 

Visitor

 • 

4 Messages

2 months ago

Just went through the setup process through the Google home app and everything installed as expected. Check your devices 

Official Employee

 • 

364 Messages

@JJones_66 I am so glad to hear that worked for you. I had that setup at my previous location. I used the Google home app as well to get everything to work. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

 • 

1 Message

2 months ago

Exact same issue - doorbell stopped working around 2 weeks ago. Trying all kinds of resets, taking devices offline, etc. Is there a known working solution that could be posted? I’ve reset the google doorbell camera and can get to the Wi-Fi ssid selection menu - once I select my ssid it never connects. 

Official Employee

 • 

332 Messages

@user_7f49fe Thank you for reaching out about your doorbell concern. Have you had a chance to follow the steps listed above and marked in green as accepted solution? If so, was there any change? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
forum icon

New to the Community?

Start Here