Thermostat repeatedly disconnects from Wifi and/or Home app but is still shows it connected on displ

[CurtS]

My Nest thermostat goes 'offline' periodically--every few days or multiple times a day but when I check it on its display it says its connected and the account is signed in.   Its  like the wifi/internet glitched and the thermostat reconnected fine but the app can no longer 'see' it.  I have a similar issue with my Yale Lock and the Nest app.

[Markjosephp]

Hello CurtS,

I'm sorry to hear that your thermostat keeps going offline from your Wi-Fi network in the Google Home app. I'd be happy to take a look at this for you.

Check your thermostat's battery status and power info from the Equipment settings and check for any power-related reports. This usually triggers the thermostat to disconnect from the Wi-Fi in order to save battery power. Also, could you provide a rundown of all the steps you've tried so far?

Please take a look at this article and let us know how it goes.

Regards,
Mark

[CurtS]

The batteries are new; it shows 3.2.  Like I say, it seems like there's some sort of wifi/internet glitch where it temporarily disconnects but then it reconnects however the app doesn't seem to show that its connected.  If I reset my router, it corrects the problem (maybe because the app on my phone also has to reconnect?).  If I restart the thermostat, that will also correct the problem--which is surprising since the phone app also corrects itself.  At any rate, I understand the resetting if the wifi connection is lost, but it really needs to reconnect to the phone app when it comes back on.  By the way, my Yale lock hasn't disconnected in over a weeks so that problem may be gone--I just had to restart the lock by removing & reinstalling the lock's batteries.

[Markjosephp]

Hey there,

I'm sorry for the delay. I wanted to ensure that everything was covered here. How's it going? Is your thermostat still going offline in the Google Home app? Please let me know if you are still having trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,
Mark

[Markjosephp]

Hi CurtS,

I'm checking back in — how's it going? Still need our help?

Thanks,

Mark

[CurtS]

There is no change, the thermostat periodically shows as offline in the Home App.  However on the thermostat itself it shows its connected and logged in.   I have found to have the Home app reconnected to the thermostat I  can: 1) restart my router by pressing its reset button on the back  or 2) restart the thermostat itself by going to the settings.   

Since I have AT&T internet, I can use their app to restart my wifi when I'm not home and this seems to reconnect the thermostat so my phone's Home app can see it.  

Again, NONE of these tempory fixes should be necessary--the thermostat itself is still connected to the wifi and is logged in.  No other devices in my house show any problem with my WIFI--If there is a glitch everything still reconnects and works fine.

[Markjosephp]

Hey there,

Got it. I appreciate all the steps you've taken. Could you please gather its power readings in the actual thermostat Equipment settings itself? Also, how far away is it from your router, and were there any smart devices or appliances that could cause interference?

I'll look forward to your response.

Best,

Mark

[Markjosephp]

Hello there, CurtS,

I don't want to be a nudge, but I'd like to check if you've gathered the details I needed above so we can move forward.

Regards,

Mark

[CurtS]

Sorry I took so long to get back to you...Here's the data:

battery : 3.168v

Imped: 1542M

vinn 31.566 v

lin: 290(s)

ps: y-385 ys-290

yp-2

The router is about 10 feet away from the thermostat with nothing in between the two devices.

Dont know of any other devices that could cause interference....

[CurtS]

Well, I don't want to jinx myself, but the problem hasn't surfaced in about 2 weeks now.  Before it happened nearly every day......