Google Home app shows device offline when I’m not at home.

[Bdr529]

When I’m at home and my phone is connected to my home network I can see and control all of my devices just fine.  However, when I leave the house and am not connected to my WiFi, the google home app shows all of my devices as offline and I can’t view any status or control any of them.  I’m sure there is something simple that I’m missing I just can’t seem to find it.  To be clear, when I connect my phone to my WiFi at home i can see and control all devices and they are working fine, but when I’m using cellular on my phone the home app shows all devices offline.

Thanks for any help!

[DeboraJ]

Hi @Bdr529

Thank you for reaching out to the community! I understand that you were having some issues with the connectivity on your Google Home app, and your devices are getting offline. I know it can be frustrating, so don't worry! I would be happy to assist you.

Before we continue with the troubleshooting steps, I need to know more information about the inconvenience:

• When did the issue start?
• How many devices do you have?
• What type of devices do you have? To be more specific, do you have cameras, thermostats, displays, or speakers, etc.?
• Are you getting any error messages?
• Have you tried using your cellular data?
• Have you tried any troubleshooting steps?

Once you have this information, I will be more than happy to assist you!

Best Regards, 

Debora 

[Bdr529]

I want to try to be clear, I don't believe that the devices are going offline at all, the google home app just shows them as offline when I'm not connected to my home network.  I have 2 nest thermostats, one in the house and one in the garage, it has never worked since the day they were installed.  The thermostat that I have in the house is able to use the Nest app and works fine within that app, however the one in the garage is not compatible with the nest app and can only use the google home app. but both devices show offline in the google home app when I'm not physically at home on the home network.

[DeboraJ]

Hi @Bdr529 

Thank you for reaching out to the community! I appreciate that you shared the required information. I only have a few more questions about this case:

• What type of thermostat do you have?
• Did you try to remove the thermostat devices from the Nest app and then re-add them?
• Did you try to restart your router?
• Did you check your Wi-Fi signal strength?
• Is your Nest app/Google Home app up to date?
• Did you try to use a different phone to check your devices?

Once you have this information, I would be able to assist you further!

Best regards, 

Debora