topic Re: Nest keeps saying im away when im home Part 2 in Nest Thermostats

Nest keeps saying im away when im home Part 2

Andre__ — Wed, 18 Oct 2023 10:07:18 GMT

There is an issue with Google Nest, after installing the app the mobile device location works fine, but after 2 or 3 days i get the message 'we haven't seen your phone in a few days' and then the Home/Away setting doesn't work anymore.

The only 'fix' I found is to uninstall the app, reinstall it again but I would have to do that after every 2 days.

There was a long thread about this, the issue still isn't solved. Sometimes a Community Specialist asked some info, only to never reply to the follow up responses.

Now that whole thread has been locked.

It's a serious issue and I still would like to see a fix for this.I recently bought a new phone, S23+ and have exactly the same issue.

The old thread is here, it would be more convenient is this thread can be unlocked again. Why lock an ongoing issue-thread in the first place??

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-keeps-saying-im-away-when-im-home/m-p/81924#M18275

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Tue, 24 Oct 2023 02:55:01 GMT

Hello Andre__,

I'm sorry for the inconvenience the Home and Away Assist feature caused you. I totally understand that there's a long conversation that needs to be addressed. I'd be happy to shed some light on your situation.

One thing to add is that I see you have tried some steps already. Do you have other devices aside from your Samsung S23+ that contribute to presence sensing? Are you using both the Nest app and the Google Home app? If so, make sure that both the home and away settings are the same to avoid confusion when the phone triggers the location. Lastly, check the routines in the Google Home app and remove all the thermostat actions available that trigger it to automatically switch or stay in one mode.

Feel free to ask if you have questions. We're here to help.

Regards,
Mark

Re: Nest keeps saying im away when im home Part 2

Andre__ — Tue, 24 Oct 2023 07:25:53 GMT

Hi Mark, I answered your questions but then I click reply I get a 'please remove this content before sending your post' error. I give up.

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Tue, 31 Oct 2023 22:46:54 GMT

Hi there,

Oh no! Please don't give up on us yet; we're here to help you out with the issue you're experiencing. Tell us more details so we can move forward.

Best regards,
Mark

Re: Nest keeps saying im away when im home Part 2

Andre__ — Tue, 31 Oct 2023 23:43:36 GMT

Hi Mark, as I said, I typed the issue again and then got that 'please remove this content' error. There was nothing weird in my reply that could trigger a spamfilter or something like that.

Please check the thread I mentioned in my first post, everything is explained there. A lot of people have the same issue and the thread was locked without the problem with the Nest app being fixed.

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Sat, 11 Nov 2023 02:42:50 GMT

Hi Andre__,

I'm sorry for the confusion and for the late response. I know that this has been an ongoing issue on your end, as I saw in your previous thread. If you wouldn't mind filling out this form, we'll get you the right level of help.

Keep me posted once you're done.

Regards,
Mark

Re: Nest keeps saying im away when im home Part 2

zoeuvre — Mon, 13 Nov 2023 21:13:02 GMT

Hello there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

Zoe

Re: Nest keeps saying im away when im home Part 2

Andre__ — Tue, 14 Nov 2023 09:16:59 GMT

Hi Zoey, when I fill in the form and click on sent, I get an 'Sorry, there was a problem with the form' issue. This is what I said in the form:

Nest app keeps saying 'we can't locate your phone' so the home/away setting doesn't work. After reinstallnig the app it sees my phone again, until a day or 3 later, then it says 'we couldn't find your phone' again.
I bought a new phone, same issue. Many people have exactly the same issue.
The problem is in the app, with Smartthings for example everything works fine.

Here is a thread about this problem with many suggestions that people tried, none of them worked.

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Nest-keeps-saying-im-away-when-im-home/m-p/81924#M18275

Re: Nest keeps saying im away when im home Part 2

Novan — Thu, 16 Nov 2023 11:23:54 GMT

I have the same problem

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Fri, 17 Nov 2023 02:56:31 GMT

Hello again,

I appreciate the follow-up, Zoe.

@Andre__, thanks for letting us know about the broken form. Can you give it another try so we can forward it to the team? Keep us posted if it is sent successfully.

@Novan, uh-oh! I'd love to know more about it as well. Could you provide more details about your experience with the Home and Away Assist? Which Nest Thermostat do you have? Also, could you provide a rundown of all the steps you've tried?

Best regards,
Mark

Re: Nest keeps saying im away when im home Part 2

Andre__ — Fri, 17 Nov 2023 08:16:00 GMT

Hi Mark, I tried again and now it worked, form has been sent 🙂

Re: Nest keeps saying im away when im home Part 2

Andre__ — Fri, 17 Nov 2023 08:16:27 GMT

I installed Smartthings where you can also make routines for the Nest, that one works perfect. Been using it for a month without any issues. This whole issue is specific for the Nest app and not with some general Location issue on the phone.

So for the people who still have this issue - Smartthings is a great and working alternative, but ofcourse it would be nice for people who don't visit this forum is this issue with the Nest app would be fixed.

Re: Nest keeps saying im away when im home Part 2

Novan — Fri, 17 Nov 2023 10:00:24 GMT

hey Mark

I have the NEST LABS 3e generatie Nest Learning Thermostat. Me and my wife we have the nest app. I have found if i turn off the location of the mobile then the nest app give me home. Other if I am home and turn the location on the go direct on away.

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Sat, 18 Nov 2023 07:46:55 GMT

Hey there,

Thanks for sharing some workaround, @Andre_, and we have received your form. Soon, a member of our senior support team will contact you via email. So please continue the conversation there for any updates.

@Novan, I appreciate the details. Additional questions: what are the make and model of the phones contributing to the Home and Away Assist? Do you both have the Google Home app installed? Also, are you the primary user and your wife an invited home member?

Keep me posted.

Regards,
Mark

Re: Nest keeps saying im away when im home Part 2

Novan — Sat, 18 Nov 2023 10:32:12 GMT

My phone is a xiaomi Xiaomi Redmi Note 9 my wife's phone poco x3 pro.
I am
primary user and she is an invited member of home. We also use the Google home app and Nest app.

Re: Nest keeps saying im away when im home Part 2

Markjosephp — Wed, 22 Nov 2023 16:35:48 GMT

Hi Novan,

Got it. Have you checked if both the Google Home app and the Nest app settings on your phones are the same? Settings that are associated with the presence sensing. But I did find a helpful article with some troubleshooting tips for the Nest Home and Away not working.

I hope that helps.

Thanks,
Mark