topic Re: Energy Rush Hour Factory Resets Learning Thermostat in Nest Thermostats

Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Sun, 07 Jul 2024 05:35:06 GMT

Hi there. Weirdest thing started happening.

I live in Oakland, CA and use PG&E. I have everything set up with my proper codes, etc.

With the most recent heat waves, my thermostat suddenly started to activate "Energy Rush Hour," which seems to be initiated by OhmConnect.

What I've found (this has happened twice and consistently) is that when I get the notification to my phone that it's going to happen, when it does, it factory-resets my thermostat. I then need to remove it from my Nest/Home app and re-add/program it.

This is infuriating because I've been coming home to a house of 85°+

Please help!

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Tue, 09 Jul 2024 15:27:19 GMT

Other articles with the same issue, but no resolution:

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Bug-with-Nest-Thermostat-and-Rush-Hour/m-p/220985#M44425

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Thermostats-factory-reset-after-rush-hour-events/m-p/291609

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Tue, 09 Jul 2024 16:07:27 GMT

Hi @Boston182,

Thanks for posting here in the community! I'm sorry to hear about your experience with the Rush Hour Rewards program. I'd be happy to help!

To better assist you, I'd like to ask the following:

Have you experienced this inconvenience before with Rush Hour Rewards?
When did you start the Rush Hour Rewards program?

For now, let's try the following:

Perform a manual factory reset on the Nest Learning thermostat. This option will remove all your personal settings and restore your thermostat to factory default settings.
Delete the thermostat from the Nest app and add it again. You can refer to this article: Remove a product from your account.
Once the Nest Learning thermostat is back on, re-set it up as you did the first time.
Monitor the thermostat for 24–48 hours to see if the inconvenience continues.

Please keep me posted.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Tue, 09 Jul 2024 19:31:20 GMT

Hi Jennifer,

I have experienced this every time I've had Rush Hour activated. It has now happened 4 times.
I enrolled in the Rewards upon installing my Thermostat a few weeks ago.
I have already performed a factory reset in addition to the reset that occurs upon Rush Hour activation.
I have already deleted the thermostat from the Nest app and readded it and re-set it up, both when it resets from Rush Hour and separately.
The freeze/factory reset has still occurred at 7pm each evening where Rush Hour is activated. I can video what happens, if that is helpful.

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Tue, 09 Jul 2024 20:30:18 GMT

Hi @Boston182,

Thanks for following up! Sorry to hear that the factory reset didn't help as expected, and I appreciate your efforts in trying to resolve this inconvenience. Let's try to fix this!

I also appreciate all the information you've provided. To continue assisting you, please fill out this form with all the necessary information. Once you've completed the form, let me know.

Keep me posted.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Tue, 09 Jul 2024 21:34:47 GMT

Completed and submitted the form.

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Tue, 09 Jul 2024 21:57:27 GMT

Hi @Boston182,

We got your form; thanks for filling it out. Our team will reach out to you via email to further assist you.

If you have any further questions, please don't hesitate to reply to this thread.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Tue, 09 Jul 2024 21:59:54 GMT

Thank you, Please keep the thread open until there's a solve, as it seems as if the other two threads with the same issue were closed before a solve was posted publicly.

Thanks!

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Tue, 09 Jul 2024 22:09:34 GMT

Hi @Boston182,

I apologize if the thread will be closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread.

Let me know if you have more questions.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Wed, 10 Jul 2024 23:38:20 GMT

Hi @Boston182,

We haven't seen your submission form come through yet, and it appears some required information is missing. Once you complete the form, someone will contact you with further assistance.

Let us know if you're running into any trouble or still need our help!

Keep me posted.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

sargeantmofo — Wed, 10 Jul 2024 23:41:58 GMT

I'm also having the exact same problem. It took me a while to figure out that it only happens when a Rush Hour event occurs. This has been happening to me for a couple years now and I just haven't found much info out on the internet or forums that is helpful. It is reaaaaaallly frustrating that this happens. I'll also fill out the information form that you linked to Boston182.

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Thu, 11 Jul 2024 00:30:01 GMT

You just said yesterday that you received my form. What happened?

I've resubmitted just in case.

Re: Energy Rush Hour Factory Resets Learning Thermostat

jenniffert — Fri, 12 Jul 2024 16:12:05 GMT

Hi @Boston182,

Thanks for following up. I apologize for the misunderstanding!

We received your form, but it appeared that some required information was missing. Thank you for resubmitting it with all the details. Someone will contact you via email to assist you further.

In addition, @sargeantmofo, if you've already performed the steps above, let me know once you've filled out the form with all the required information.

Keep me posted.

Best regards,

Jenniffer

Re: Energy Rush Hour Factory Resets Learning Thermostat

CO_Steve — Wed, 31 Jul 2024 02:55:22 GMT

I just had this happen for the first time. I've been through a dozen Rush hour events over the last couple years, but this time it factory reset my nest. I'm in CO on Xcel.

We had one of these yesterday with no issues. As soon as it was due to start today I noticed my thermostat went offline. Got home and it was completely reset.

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Wed, 31 Jul 2024 05:28:41 GMT

Hey dude. I hate to break it to you, but Google refuses to acknowledge that this issue is their fault. They told me that it was the partner's fault and had me contact them. Mine (OhmConnect) refuses to acknowledge it's their fault.

Google claims they can't test a Rush Hour and that it must be initiated by the partner. Which I think is absurd.

I told both that all they need to do is test a Rush Hour together. But it's been radio silence since then.

@jenniffert Can you do literally anything here?

Re: Energy Rush Hour Factory Resets Learning Thermostat

pereztzum — Thu, 01 Aug 2024 06:25:58 GMT

Hi there!

Thank you so much for taking the time to share your feedback with us. We truly appreciate you reaching out and letting us know how we can improve.

Your input is incredibly valuable as we strive to create a welcoming and supportive community for everyone. We're committed to listening to your concerns and making positive changes.

To help us better understand your experience, please take a moment to fill out the feedback form. Your insights will directly contribute to making this company a better place for all.

Thank you again for your honesty and cooperation.

Best,

Brandon.

Re: Energy Rush Hour Factory Resets Learning Thermostat

PatrickW — Thu, 01 Aug 2024 11:47:17 GMT

This has now happened to me too. For the past three days in Denver with Xcel same result as others. I get an email saying there will be an energy event and I get home and the device has been factory reset. It is frustrating to reset up the device from scratch every day now. I have never had a probable with it before.

What can I do to make this not happen?

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Thu, 01 Aug 2024 16:23:27 GMT

My dude, I have filled that form at least 3 times and it yielded the same result mentioned above.

Let's try another avenue, please?

Re: Energy Rush Hour Factory Resets Learning Thermostat

CO_Steve — Thu, 01 Aug 2024 17:27:19 GMT

I'm on the same setup as you. 3 days of energy rush hour, but only 1 of the 3 has factory reset my thermostat. I do have a super old Nest. Probably the OG one.

Re: Energy Rush Hour Factory Resets Learning Thermostat

Boston182 — Fri, 02 Aug 2024 01:52:26 GMT

Mine is the brand new Learning Thermostat. Installed about a month ago. So I don't think it's a version problem then. ¯⁠\⁠_⁠(⁠ツ⁠)⁠_⁠/⁠¯