NestUser asked 4 years ago
Every 10 minutes or so all day long I get messages saying my Nest Hello doorbell is offline. Then apparently it must reconnect then go offline again 10 minutes later. All day long. I don’t seem to be having any other problems with my home wifi which is Comcast Xfinity.
admin Staff answered 4 years ago
We found several reports online of Nest Hello disconnecting and reconnecting repeatedly. We found that some Nest products only work on a 2.4GHz frequency band (lower speed but longer distances) whereas others work on a 5GHz band (higher speed, shorter distances).
According to Google support: In the United States and Mexico, Nest’s video doorbells can use the 5GHz and 2.4GHz bands. In the rest of the world, our doorbells are regulated as outdoor Wi-Fi products, and by law such products can’t use some of the 5GHz bands. So we designed them to only use the 2.4GHz band.
Perhaps your Google Nest Hello device is one that was manufactured for use outside of US and Mexico and only works on a 2.4GHz band. Contact your wifi cable provider (Comcast Xfinity) to troubleshoot and see if breaking up your wifi into two bands (2.4GHz and 5GHz) will solve the problem. You would then connect the Nest Hello device to the 2.4GHz band while your other devices, computers, etc. would connect to the faster 5GHz band.