topic Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded. in Apps / Account

My nest app (device is fine) is not showing energy history. it says no usage until expanded.

rgaila — Fri, 27 Aug 2021 16:12:35 GMT

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Stephanie Bacik

I have tried everything suggested in other threads to try to solve my nest app on my phone saying no usage. Some days it shows no usage at all some days it does but it’s inaccurate because it acts like it’s been running all day when it hasn’t. I’ve reset the nest itself multiple times but it has not fixed it. It also shows accurate uses history on the actual Ness itself. I have deleted The app as well and nothing has worked. It seems like this is been an ongoing problem for a few years. Are there any solutions at this point?

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Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

rgaila — Fri, 27 Aug 2021 16:13:31 GMT

Hi Stephanie,

Sorry to hear about your missing energy history. I can understand the frustration behind losing that kind of data. I'm happy to look into this for you.

We're currently aware of an issue with the Nest thermostat Energy History. Affected customers will see a "No usage" message indicated, but tapping the day will show detailed usage. We're working on resolving this issue as quickly as possible, and truly appreciate your patience as we get this resolved.

Let us know if you have any other questions for us!

-From Garrett DS, Community Specialist.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Mon, 25 Oct 2021 09:06:05 GMT

25 October 2021. I have the same problem. I've been through every combination of restart reset etc on the thermostat, router, app and can't get it to work. History shows on thermostat but not on Android app.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

BobbyDazzler — Tue, 02 Nov 2021 11:26:09 GMT

I have this problem too. There is no information online how to correct this issue, and it looks like a bug - disappointing that Google haven't fixed this by now given the issue seems to have been around for months looking at the date of the original post

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Tue, 02 Nov 2021 13:15:43 GMT

Hi BobbyDazzler
Yesterday, I spent well over an hour on the Google "chat" help desk. The operator was convinced that the problem was caused by my network and was not prepared to consider anything else. All of this time was spent having me answer questions about my router and wifi. In the end, I decided it was a complete waste of time. My home network supports everything from my TV to my music system to my email. Also there is no problem with setting the temperature or changing the schedule on my Nest system, so why would a network problem affect only the History? I didn't get an answer to this and haven't heard from them since.There is clearly a software issue in transferring the energy data (which shows on the thermastat) from the thermastat to the Nest app. But she wasn't prepared to discuss that at all, just kept returning to questions about my network and devices. So that's a couple of hours of my life that I'm not getting back.
It doesn't seemt that Google is even going to try to fix the problem.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

BobbyDazzler — Tue, 02 Nov 2021 13:32:27 GMT

Hi Moirah,

Sorry to hear that about your experience - you clearly hate the issue more than I do to have contacted them!

That is a Shame that the Google "help" desk are that incompetent - I agree with you that it is obvious that the issue is not a network fault - the issue clearly resides in the app. The usage data for me (just like you) is showing on the Nest device itself, it is just the app that the usage data will not display in so the app has a bug (given that, also like you, all other info shows in the app which further highlights it is not a network issue).

Hopefully Google somehow come across these postings and do something about it.....we can always hope!

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

HP — Thu, 25 Nov 2021 10:08:27 GMT

Hi, I have the same issue on my nest thermostat - no history showing when the thermostat has been heating.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Thu, 25 Nov 2021 11:22:12 GMT

Mine doesn't even show when I expand it. I've been in contact with the help desk and they are adamant that it's a network problem. They've referred me to a very technical article about routers and networks and asked questions which I'm not technical enough to answer. I pointed out to them that, if such a level of expertise is required to get the app to work, then it really isn't fit for use by ordinary users. No response to that yet. Not good enough!

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

BobbyDazzler — Thu, 25 Nov 2021 18:36:19 GMT

I cannot possibly see how it can be a "network problem" as you are getting the rest of the information delivered from the Nest device to your app (I assume), therefore the issue is with the app. It is shocking customer service that the help desk is still pushing this as being the fault of the customer.

Please post on here if you do find a solution, as when I get the time I am planning to do a factory reset on the Nest device when I get the time (I have uninstalled and reinstalled the app but that did not solve it) - however I see from the earlier posts that someone has done this already and it did NOT resolve the issue.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Thu, 25 Nov 2021 18:41:09 GMT

Okay Bobby dazzler. I'll let you know if I get anywhere. If you do a reset, be sure to note down all the keys and settings before you press the reset button.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

TiPHoN — Fri, 26 Nov 2021 15:50:41 GMT

I have the same issue for more than 1 year and no solution was given to me. They say that there is a Network problem in my house but It seems like a excuse.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Fri, 26 Nov 2021 20:49:42 GMT

Whether it's an excuse or not, it's absolutely unacceptable to blame some flakiness with their app on your (mine too) network. It seems so unlikely to be the problem, but they will not answer the question which I've posed many times to them "if it's a network problem, then why does it only affect the history part of the app and no other?". They are not able to answer this. Just not acceptable, but unable to get any other response. Only thing is to try and go viral on social media with this failure of service. Share away!.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

GillyR — Wed, 08 Dec 2021 13:32:21 GMT

I also have this problem, but only for one of my thermostats. The living room one works fine and shows all the usage history. However, the bedroom one just shows no usage every day. It works fine in controlling the heating, but the app does not show the usage, even when I click on the days

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Sairsyfairy — Tue, 21 Dec 2021 03:57:53 GMT

I have the same issue!

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Tue, 21 Dec 2021 07:46:46 GMT

That's odd. It may be something to do with the network after all, perhaps your living room one is nearer/further away from the router, runs faster/slower. But still no excuse for them not to be able to explain in simple terms and give a solution. Have you contacted the help desk? The more calls for technical support, the more incentive there'll be for them to sort it out.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Tue, 21 Dec 2021 07:49:11 GMT

Have you contacted the help desk? The "online chat" works well. The more calls they get on their technical support, the more incentive they have to find a solution. At the moment, they seem to be just ignoring the whole thing and have stopped replying to my emails. Not good enough.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Sairsyfairy — Wed, 22 Dec 2021 14:37:01 GMT

I have spoken to the help desk and was told it is a "server issue". They are apparently working on it.

My router is literally 3 ft from my thermostat so I highly doubt is a network issue on my end.

Hopefully they figure it out soon as it's super annoying

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

BobbyDazzler — Wed, 22 Dec 2021 18:20:42 GMT

Good to see they have finally relinquished and admit where the problem lies and are getting a solution in place. Fingers crossed they are telling the truth this time, as I agree that it is super annoying.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

Moirah — Thu, 23 Dec 2021 09:57:10 GMT

They've changed their tune! Thanks for the info. Wait and see.

Re: My nest app (device is fine) is not showing energy history. it says no usage until expanded.

acwt — Fri, 24 Dec 2021 21:37:35 GMT

I been having this issue for a few months too. Was fine for the previous years I had it before. Also no network change on my side.