My nest app (device is fine) is not showing energy history. it says no usage until expanded.

[rgaila]

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 Original Poster:  Stephanie Bacik  

I have tried everything suggested in other threads to try to solve my nest app on my phone saying no usage. Some days it shows no usage at all some days it does but it’s inaccurate because it acts like it’s been running all day when it hasn’t. I’ve reset the nest itself multiple times but it has not fixed it. It also shows accurate uses history on the actual Ness itself. I have deleted The app as well and nothing has worked. It seems like this is been an ongoing problem for a few years. Are there any solutions at this point?

Details

[ElChazmo]

Fix? You think there's a fix? Sorry @Jsnola there is no fix. Either switch or deal with the fact... History is hit and miss

[BobbyDazzler]

I have this problem too.  There is no information online how to correct this issue, and it looks like a bug - disappointing that Google haven't fixed this by now given the issue seems to have been around for months looking at the date of the original post

[Moirah]

Hi BobbyDazzler
Yesterday, I spent well over an hour on the Google "chat" help desk. The operator was convinced that the problem was caused by my network and was not prepared to consider anything else. All of this time was spent having me answer questions about my router and wifi. In the end, I decided it was a complete waste of time. My home network supports everything from my TV to my music system to my email. Also there is no problem with setting the temperature or changing the schedule on my Nest system, so why would a network problem affect only the History? I didn't get an answer to this and haven't heard from them since.There is clearly a software issue in transferring the energy data (which shows on the thermastat) from the thermastat to the Nest app. But she wasn't prepared to discuss that at all, just kept returning to questions about my network and devices. So that's a couple of hours of my life that I'm not getting back.
It doesn't seemt that Google is even going to try to fix the problem.

[Bonerp]

This is the problem with these companies where you have connected issues. They just blame the Internet service which is utter nonsense. They are avoiding their responsibility when clearly there is a fault

[Bonerp]

They always blame your network. Same as ring doorbells.... Its their easy way out. 

[Moirah]

Here is a link to the help desk. It would be helpful if everyone contacted them to try to put some urgency into finding a resolution.

https://support.google.com/googlenest/gethelp?hl=en

[clayton93]

moirah ill try now getting in touch and see if itll help at all ok? hope that is ok with you am also willing to expand on all areas about getting issues resolved and mostly fast paced is best. let me know your thoughts about it yes

[Moirah]

Dear Clayton93. I've given up trying to get this fixed. It's an absolute disgrace. I don't think Google reads this thread, but they don't seem to be bothered by it. I don't get the usage even by opening up the line. It's a complete dud, but I've resigned myself to ignore it and get on with my life!

[BobbyDazzler]

Hi Moirah,

Sorry to hear that about your experience - you clearly hate the issue more than I do to have contacted them!

That is a Shame that the Google "help" desk are that incompetent - I agree with you that it is obvious that the issue is not a network fault - the issue clearly resides in the app.  The usage data for me (just like you) is showing on the Nest device itself, it is just the app that the usage data will not display in so the app has a bug (given that, also like you, all other info shows in the app which further highlights it is not a network issue).

Hopefully Google somehow come across these postings and do something about it.....we can always hope!

[HP]

Hi, I have the same issue on my nest thermostat - no history showing when the thermostat has been heating. 

[Moirah]

Here is a link to the help desk. It would be helpful if you could contact them to try to put some urgency on finding a resolution.

https://support.google.com/googlenest/gethelp?hl=en

[Moirah]

Mine doesn't even show when I expand it. I've been in contact with the help desk and they are adamant that it's a network problem. They've referred me to a very technical article about routers and networks and asked questions which I'm not technical enough to answer. I pointed out to them that, if such a level of expertise is required to get the app to work, then it really isn't fit for use by ordinary users. No response to that yet. Not good enough!

[BobbyDazzler]

I cannot possibly see how it can be a "network problem" as you are getting the rest of the information delivered from the Nest device to your app (I assume), therefore the issue is with the app.  It is shocking customer service that the help desk is still pushing this as being the fault of the customer.

Please post on here if you do find a solution, as when I get the time I am planning to do a factory reset on the Nest device when I get the time (I have uninstalled and reinstalled the app but that did not solve it) - however I see from the earlier posts that someone has done this already and it did NOT resolve the issue.

[Moirah]

Okay Bobby dazzler. I'll let you know if I get anywhere. If you do a reset, be sure to note down all the keys and settings before you press the reset button.

[TiPHoN]

I have the same issue for more than 1 year and no solution was given to me. They say that there is a Network problem in my house but It seems like a excuse.

[Moirah]

Here is a link to the help desk.

https://support.google.com/googlenest/gethelp?hl=en

[Moirah]

Whether it's an excuse or not, it's absolutely unacceptable to blame some flakiness with their app on your (mine too) network. It seems so unlikely to be the problem, but they will not answer the question which I've posed many times to them "if it's a network problem, then why does it only affect the history part of the app and no other?". They are not able to answer this. Just not acceptable, but unable to get any other response. Only thing is to try and go viral on social media with this failure of service. Share away!.

[Sairsyfairy]

I have the same issue!

[Moirah]

Have you contacted the help desk? The "online chat" works well. The more calls they get on their technical support, the more incentive they have to find a solution. At the moment, they seem to be just ignoring the whole thing and have stopped replying to  my emails. Not good enough.

[Sairsyfairy]

I have spoken to the help desk and was told it is a "server issue". They are apparently working on it. 

My router is literally 3 ft from my thermostat so I highly doubt is a network issue on my end. 

Hopefully they figure it out soon as it's super annoying

[Moirah]

They've changed their tune! Thanks for the info. Wait and see.

[BobbyDazzler]

Good to see they have finally relinquished and admit where the problem lies and are getting a solution in place.  Fingers crossed they are telling the truth this time, as I agree that it is super annoying.  

[acwt]

I been having this issue for a few months too. Was fine for the previous years I had it before. Also no network change on my side.

[Moirah]

Same with me. When I contacted the help desk, they insisted it was a network problem but couldn't tell me why it would suddenly change after working fine for years. It would be good if you could contact the help desk, as they need to be aware how big the problem is and in how many different settings it's occurring. The more resource they have to put into dealing with calls to the help desk, the more urgency they may feel to fix the problem. I used the "chat help". 

[esmca]

If it was a network problem, wouldn't that mean the thermostat doesn't work?  Mine is heating & cooling fine...just the usage doesn't record properly in the app or on the device.  Following to see what the resolution is

[Moirah]

That's the same as my problem. Please could you help by contacting the Google help desk so that they can understand how many people are affected by this. There doesn't seem to be any urgency on resolving this widespread problem. Some people can get the history by tapping on the energy bar but mine doesn't show at all.

[acwt]

 History page, does show some details when days are clicked on but still doesn’t correlate

 

[Cboybbop]

Having this same issue, definitely nothing wrong with my network. No history displayed on app for past several days. App functioning normally in every other regard.

[Islandgirl]

Also having the same issue for several weeks now. Definitely not a network issue.

[Moirah]

Have you contacted the help desk? The more resource they have to put into dealing with people reporting problems, the more incentive they'll have to fix the problem. Also they may not be aware how widespread the problem is unless people tell them.

[wynnekwilson]

Now it’s my turn not to show usage on the App.   It’s most frustrating and as other people have said it’s not my router causing it.  The usage was showing until Wednesday and now refuses to do it.   Most frustrating.  

[Moirah]

Have you contacted the help desk? The more resource they have to put into dealing with people reporting problems, the more incentive they'll have to fix the problem. Also they may not be aware how widespread the problem is unless people tell them.

[BobbyDazzler]

Hello again Moirah!

Do you have a link to the helpdesk that you could post here please?  This is so I can contact them then about the issue (as I agree with your rationale above) but also to make it easier for people who read this post in future to be able to contact them.

Cheers

[Moirah]

Well, what do you know..... As of two days ago, my history is showing again. I haven't changed a thing, so something must have been changed their end. It would be nice if they'd come clean and tell us what was going on. Anyway, for now, I'm happy that it's working.

[Sairsyfairy]

Mine suddenly started working on Friday! No changes on my end.

[Moirah]

I spoke too soon. Mine has gone off again. Only worked for two days. So hard to understand why a company with Google's resources can't get a simple app to work. 

[lansmank]

I just installed the thermostat last week and am apparently having the same issue. I’ll hit up their helped in the morning and report back. Thanks for the link. 

[Moirah]

I hope they don't try suggesting that it's your network. I spent hours looking at all the things they wanted investigated until it got to the point where I couldn't understand their questions any more. Ridiculous. It was never going to be the network. Mine worked for two days last week and then stopped again. I haven't changed a thing, so it must be their end. I look forward to hearing how you get on.

[kjobcolorado]

On chat support with them now.  Here's a screen capture with what I'm seeing on samsung mobile, but it's essentially the same from the web portal and the nest app on my ipad.  After an hour of donated time with the rep, I gave up.  Clearly not understanding this has nothing to do with OS, permissions, or networking.   I guess we all will just have to continue to wait.  I might actually try removing the thermostat from my account and re-adding it.  Anybody try that?  I know it's painful. 

[Moirah]

kjobcolorado. Thanks for sharing your experience of the chat line help. Just like mine - a complete waste of time. I have a slightly different problem in that my energy doesn't show at all, even when I click on the line.

I had another go on the chat desk the other day and, you guessed it, an hour later had got nowhere. He did make one useful suggestion .... he wanted me to create a hotspot on my phone and try connecting the thermostat via the hotspot, "to rule out issues with my wifi network". Unfortunately, I couldn't do that as I have a very weak mobile phone signal where I live and it wouldn't connect, but you may like to try it. The question then arises...... in the unlikely event that it is a wifi problem, what are we supposed to do about it? Pay some highly technical boffin to come and tweak the system? Replace the whole of my home network? With what? As you say, they are just not getting that the problem is theirs to resolve.

My thermostat was installed when I had the whole house rewired, so is hard-wired into the wall, making it difficult to change to another product. Aaarrrgggghhhhh.