topic Re: Nest goes offline every time I give it a task. in Nest Thermostats

Nest goes offline every time I give it a task.

Md171 — Tue, 30 May 2023 19:24:11 GMT

Nest goes offline every time I give it a command in the app. Stays offline for a few minutes, then comes back and does the task requested.

I’ve done all the connectivity troubleshooting and battery is wired and strong. WiFi connection is strong and close per the device itself. Problem started about 6 no ago, 01/2023. Worked fine for several years before this. Any new ideas?

Again I’ve done everything except trying to give it a dedicated port to my router. I’m no WiFi expert do I’ll have to figure that one out unless someone here has instructions. Thanks.

Re: Nest goes offline every time I give it a task.

zoeuvre — Sun, 04 Jun 2023 00:46:32 GMT

Hi Md171,

Thanks for reaching out to us, and I'm sorry to hear about the situation. Let's sort this out.

A few questions: Was there a recent service-related issue? Is your Nest Thermostat connected to a 2.4 GHz or 5 GHz network? If it is connected to a 5 GHz network, have it connected to a 2.4 GHz network instead. Has there been any recent change in the home Wi-Fi network? Also, is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three and fifty feet from the Nest Thermostat?

I'll look forward to your response.

Best,

Zoe

Re: Nest goes offline every time I give it a task.

Md171 — Sun, 04 Jun 2023 03:36:02 GMT

Thanks for your response! I’m 90% sure you hit it. Yes we got a new router from internet provider, 5g. Supposedly it puts out both 2.4 and 5g as one (So I read) but they can be split. I cannot access router settings by putting IP address in address bar, so I can’t manipulate settings. Nest can’t do 5g right? It worked for about a month then I had issues. I feel certain that’s it. Can you suggest anything other than new router?

Re: Nest goes offline every time I give it a task.

Md171 — Sun, 04 Jun 2023 03:49:44 GMT

Got in to router. It’s using “Smart WiFi” and Nest shows connected to 2.4g. Still going offline.

Re: Nest goes offline every time I give it a task.

Md171 — Sun, 04 Jun 2023 03:50:54 GMT

And signal very strong. 5 bars.

Re: Nest goes offline every time I give it a task.

zoeuvre — Sat, 17 Jun 2023 20:43:59 GMT

Hi there,

Thanks for the follow-up. What type of Nest Thermostat do you have? By any chance, have you also restarted your router and Nest Thermostat? If not, restart both router and thermostat then let me know how it goes.

Regards,

Zoe

Re: Nest goes offline every time I give it a task.

Md171 — Sun, 18 Jun 2023 15:20:53 GMT

Thanks for your reply. I have a 3rd Gen Nest Learning Thermostat. Software 6.2-27. I’ve restarted both, removed thermostat from app, deleted and reinstalled app and thermostat, reconnected thermostat more times than I can remember. Thermostat always shows connected and strong signal, battery at 3.9v.

Re: Nest goes offline every time I give it a task.

Jenelyn_O — Thu, 22 Jun 2023 16:34:45 GMT

Hi there,

Thanks for being a step ahead of us. We'd like to dig deeper into this. Please fill out this form with the needed information and let us know once you're done.

I appreciate your help, Zoe.

Best regards,

Jenelyn

Re: Nest goes offline every time I give it a task.

Jenelyn_O — Sun, 25 Jun 2023 22:35:46 GMT

Hey Md171,

It's me again! I just want to check if you were able to fill out the form. Please let us know once done.

Thanks,

Jenelyn

Re: Nest goes offline every time I give it a task.

Md171 — Wed, 28 Jun 2023 01:33:36 GMT

Sorry I’ve been away. Yes, form submitted. Thank you!

Re: Nest goes offline every time I give it a task.

Markjosephp — Fri, 30 Jun 2023 23:00:43 GMT

Hello Md171,

Thanks for completing the form; we have received it. Soon, a member of our higher tier of support will contact you via email. So please continue the conversation there, as this thread will be locked within 24 hours.

Thanks,

Mark