after nest app update thermostat is showing offline

[cah]

Nest thermostat at 2nd home worked perfectly through the app for the last 3 years.  After Nest app update on 12/8/2024, the thermostat is showing offline in the app.  We have called customer support twice.  We have removed the thermostat from the app and re-added it twice.  We have had the wifi company out twice to check the router and all equipment and it is all working fine.  All other devices working fine.   Ever since the update we can not control the thermostat through the app.  Obviously this is related to the update.  Someone please provide me with a solution..... we need to be able to control this thermostat that is hundreds of miles away from where we live!

[gmelanymelissa]

Hi @cah,

Thanks for posting here in the community. I'm sorry to hear your Nest Thermostat is showing offline after the Nest app update. I appreciate all the efforts you've been making to resolve this inconvenience. I'm happy to help!

To better understand the situation, I'd like to ask a few questions:

• What Nest Thermostat model do you have?
• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• Are you getting any error messages?

In the meantime, let's check this tip:

• Connectivity: Since the Nest Thermostat can be controlled through the app and is showing offline. Refer to this article: Nest thermostat is offline.

Keep me posted.

Regards,

Melany

[cah]

This is the serial number . XXXXXXXXXXXXXXXX
Connect to the 5 GHz network

no error messages

have spoken to a representative twice . Deleted thermostat from app and added back. Still showing offline. This happened on 12/8/24 when the app was updated .

this thermostat is in a second home . We NEED to be able to control it through the app .. everyone we leave it changes to “offline” in the app .. 

[cah]

15******** Serial number 

the thermostat has worked fine since installation is 2021. All non near devices .

work perfectly . No problems or changes with WiFi at all.. this problem started with your update to the Google app on 12/2/24.

the thermostat has been restarted , deleted from the app and added back ..

still shows offline .. 

this thermostat is at a 2nd home .. it is the only thing in the WiFi besides the TV. 
the battery has been checked and it is fine .i just read a social media post that says a lot of people are experiencing this same situation since that update to the app occurred .

[gmelanymelissa]

Hi there!

Thanks for the follow-up information.

Let's try the steps in this guide:

• Reset your device: You may need to reset your Nest Thermostat. This will erase all settings and data. Please follow the instructions for "All settings". Refer to this article: Reset your Nest Thermostat.

Let me know if you have any other questions.

Best regards,
Melany

[cah]

Today we traveled to where the thermostat is. We reset the thermostat. No change. We deleted the thermostat from my husbands phone in the Nest App.We downloaded the nest app on my phone  and added the thermostat to it. It worked fine until we left . Once we were gone from the house for a couple of minutes the thermostat went back to showing offline .. 

the problem seems to be with app .. because everything was fine until the app updated on 12/8 which is when this problem started .. please advise what to do now . 

[cah]

The thermostat has already been reset twice .

[gmelanymelissa]

Hi @cah,

Thanks for the update.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.

To help us assist you better, please include the link to your Community thread and your Community username.

Let me know if you have any other questions.

Regards,

Melany

[gmelanymelissa]

Hi @cah,

We received your form. I appreciate you taking the time to fill it out. Our team will reach out to you via email to further assist you.
Let me know if you have any other questions.

Best regards,
Melany

[cah]

Just to keep you informed , today I called our internet provider again for the 4th time . They performed trouble shooting procedures and checked the signal strength from their end . Conclusion is everything is fine with the WiFi .  after a 20 minute conversation the internet company has determined that there is something wrong with the Nest Thermostat and/or the Nest App.