topic Unable to connect to Nest Service in Apps / Account

Unable to connect to Nest Service

ezhawk — Sat, 15 Feb 2025 20:59:31 GMT

For the last several months I've been having issues with the Nest App that I've been trying to figure out. Whenever I'm on my home network, and I try to open the Nest App I'll get a message that there is a problem connecting to the Nest service and to try again later. This is on my Pixel 6 Pro phone. I have also tried to go to My Nest Home in a Chrome Web Browser and I'll get a 403 Forbidden error. I tried again on a different laptop and I get the same error. Even though I can't connect to the services I can still get notifications on my phone from the Nest App.

I disconnect from my network and go via my Cell data and no problems. I can connect to the Nest App without an issue. So, I began troubleshooting my network by disabling my firewall, disabling my network ad-blocker, disabling all my IPS and I was still getting the same errors for the Nest App.

After ruling out my network, I decided to force a change of my public IP from my ISP and just like that all my Nest App connectivity was restored. At least for a little bit. After a couple of weeks, I'll once again be unable to connect to the Nest App via my internal network. So, to verify my network wasn't the issue I went straight to forcing an IP change and things started working again. I then got my old IP back, and instantly lost access. This pretty much proves out my internal network isn't the problem.

It seems like Google is for some reason blacklisting/blocking my IP. I just have no idea how/why this would be happening. I haven't been able to find anyone seeing the same type of issue.

Re: Unable to connect to Nest Service

Edward4 — Tue, 18 Feb 2025 19:32:43 GMT

It looks like your IP might be blocked, causing Nest App issues. Changing your IP helps temporarily, so try contacting your ISP or using a VPN. You can also check public blacklists. For more tech solutions, consider using the App to stay updated on troubleshooting tips and similar issues.

Re: Unable to connect to Nest Service

Rusell — Tue, 18 Feb 2025 19:53:02 GMT

Hi Ezhawk,

Thank you so much for posting in this community. I understand that you're unable to open the Nest app because of an error message because there is a problem connecting to the Nest service and trying again later. I appreciate all the details you shared.

As you're able to open the Nest app using Cell data, even changing the IP address, therefore I recommend you to contact your WI - FI provider for further assistance. I apologize for any inconvenience this may have caused.

@Edward4 Thank you for your help!

If you have any further questions, please don’t hesitate to reply to this post. I'll be happy to assist you further!

Best regards,

Rusell.

Re: Unable to connect to Nest Service

ezhawk — Wed, 19 Feb 2025 00:23:11 GMT

@Rusell WiFi has nothing to do with it. I have the same problems when bypassing the WiFi and going via a wired connection.

@Edward4 what do you suggest telling my ISP? This one random app doesn't work after a period of time so it has to be a network issue? If my ISP was blacklisted, I wouldn't be able to change the IP and have it work for a short amount of time. I shouldn't have to use a VPN to connect to a device in my own house.

Nest App is the only thing that doesn't work. I would like a valid explanation of why it works right away after an IP change and then stops working.

It really sounds like the better solution will be to get away from Nest.

Re: Unable to connect to Nest Service

Rusell — Wed, 19 Feb 2025 02:05:24 GMT

Hi Ezhawk,

Thank you for your response. This behavior suggests a possible network-related inconvenience as changing your IP address resolves it even using a cell data. we recommend you contact your ISP for further assistance.

Let me know how it goes.

Best regards,

Rusell.

Re: Unable to connect to Nest Service

ezhawk — Wed, 19 Feb 2025 02:12:58 GMT

@Rusell contact my ISP and tell them what?

Re: Unable to connect to Nest Service

Rusell — Fri, 21 Feb 2025 01:31:22 GMT

Hi Ezhawk,

Thanks for your response. I understand this is frustrating. As we discussed earlier, the evidence points to a inconvenience with your internet provider, specifically with your IP address. Since a new IP and even a cell data connection work, this means that the inconvenience is related to the original IP. I recommend contacting your ISP and explaining the situation to the temporary fix you achieved by changing your IP.

Let me know how it goes.

Best regards,

Rusell.

Re: Unable to connect to Nest Service

ezhawk — Fri, 21 Feb 2025 02:09:23 GMT

@Rusell

This is the third time you just try to pawn me off to my ISP. I've asked what you would recommend saying to the ISP. You have failed to provide any advice on that. In fact, all you've done is re-word the same response without providing any details as to what could be said to the ISP.

Here, I'll give you the answer from the ISP without even talking to them. "Everything works other than this single app, but when your IP changes it works for a while then it stops working. That is an App problem and you need to reach out to them to find out why your IP is being blocked after an amount of time."

Now that we have that done. Let's actually have a real conversation. What details can you provide that would show it is an ISP issue? Why would it work for a while, then randomly stop?

What this really seems like is some sort of firewall or traffic analyzer is marking the traffic as suspicious for some reason and thus dropping the traffic.

Additionally, the fact that via a browser, I get a 403 Forbidden (which means the server understood the request and refuses to AUTHROIZE it) just screams if a server side issue. But of course why would you want to acknowledge that, that isn't as easy as pawning people off to ISPs.