Nest Doorbell (battery) won't connect to WiFi

@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.

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?

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

@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.

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

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.

@XfinityBrandon @XfinityMythili any resolution for this issue?

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. 

@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?

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 :-(

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.

@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. 

@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.

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

@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?

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.  

@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.

@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. 

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

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. 

@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. 

@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.

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.

@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. 

@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?