3rd generation Nest Thermostat won’t reconnect to Nest app.

[Teddy20]

My 3rd generation Nest learning thermostat has stopped communcating to my Nest App. on my iPhone in October.  Thermostat states that it is connected to an account (home wifi) and won’t display entry key for my Nest app. 
what can I do to reactivate my Nest app?

Phil T

[Esilvey]

Same here! No troubleshooting is working. Any news from your end?

[Teddy20]

No, nothing yet!

[Teddy20]

Hi Esilvey,

Eduardo from Google has confirmed that only generation 1 and 2 learning thermostats are no longer supported but has yet to explain why my  3rd generation stat is no longer communicating fully remotely. He has offered me a discount on a new 4th generation thermostat ( hasn’t said how much) but requires information about the base plate and serial number etc of the thermostat itself. This I can’t do as I’m back home 5 hours away from where it’s installed. I will have to wait till we are back in our holiday home in Devon next spring!

He has yet to explain why I can’t communicate remotely and provide a solution. Very disappointing.

All the best

Phil T

[EduardoN]

Hi there!

Thank you very much for contacting this community! I understand that your Nest Learning Thermostat (3rd gen) has not been communicating with the Nest app on your iPhone since October. Although the thermostat indicates it is connected to an account, the Nest app shows completely different information. I appreciate your efforts to reconnect the thermostat. Don't worry, I'm here to help you!

Based on what you have been experiencing, I would like to ask you a few questions to provide you with the most accurate troubleshooting steps:

• What is the Nest app version on your iPhone?
• What is the latest software version of your iPhone?
• Is your thermostat connected to 2.4 GHz or 5 GHz?
• Do you have more than one Home Structure in your Nest account? If so, please check another one.

In the meantime, here are some troubleshooting steps that might help:

• Verify that you are using the correct email in the Nest app.

• Restart the phone.

• Update the software version of your phone.

• Update the Nest app in the App Store.

Please feel free to share any additional details you think might be relevant.

Best regards,
Eduardo

[Teddy20]

Hi Eduardo,

Nest app was updated last month.

my iPhone 13 has latest operating system update. 

Don’t know the Thermostat frequency but has 240 volt supply base. I’m no longer in Devon where the thermostat is mounted in our holiday home.

I only have the one thermostat and no other equipment on my Nest App.

I was receiving monthly leaf reports until 16th October and 3rd year award on 26th October. When I accessed my Nest App on 25th October to alter the “Away” settings to increase temperature, the app did not allow me to do so and didn’t display the current Away  temperature setting or the temperature dial to increase it, which it used to do.

i have done a restart on the thermostat but made no difference. Didn’t do a factory default reset in case I lost manual control on the Thermostat. The Nest thermostat app screen will not display the 7 digit entry key code which is requested by the Nest App on my phone when I download the bar code on the back of the thermostat. On the thermostat Nest app screen, it just informs me that it is connected to an account.

Hope this information helps.

Regards,

Phil T

[EduardoN]

Hi @Teddy20,

Thank you very much for the update regarding your thermostat. At this point, you've indicated that you are indeed not at the property, as it is your holiday home. I want to let you know that I appreciate the time you took previously to perform the troubleshooting steps you mentioned. Regarding your device, I must inform you that the Nest Learning Thermostats (1st and 2nd gen) stopped receiving updates as of October 25th of this year. Therefore, we are currently offering a discount so you can upgrade to the most recent version, the Nest Learning Thermostat (4th gen).

To help me proceed efficiently, I need to gather some specific details about the unit. I'd like to ask you some questions for when you or someone trustworthy can go to the house and safely obtain the required information. Having these details will allow us to confirm your eligibility for the discount and ensure a smooth transition to the newer model:

• Can you send me a photo of the base of the thermostat where the wires are connected?
• Can you tell me the version number of your thermostat?

Keep me posted.

Best regards,
Eduardo

[Teddy20]

We are now at home and won’t be visiting our holiday home 5hours away in Devon till next spring. As our Nest Thermostat is a 3rd generation one it should not be affected by Google no longer supporting 1st and 2nd generation ones only so I have read on the internet. Is this correct?So why do you need all this information? How much compensation towards a 4th generation thermostat would I receive for this inconvenience?

I will not be able to provide all the information you require until next year. No one is able to provide this information I the meantime.

Cheers, Phil

[EduardoN]

Hi @Teddy20,

Thank you for the information regarding the distance to your vacation home. In this situation, I can tell you that the Nest Learning Thermostat (3rd gen) will indeed not be affected at all. I only wanted to directly confirm the thermostat model because the Nest Learning Thermostat (1st and 2nd gen) will no longer receive support. However, as you indicated, it is necessary for you to be near the thermostat to perform some troubleshooting steps.

Keep me posted.

Best regards,
Eduardo

[Teddy20]

Will keep you posted. In the meantime can you explain why I can no longer access my Nest Thermostat remotely?

[EduardoN]

Hi @Teddy20,

Thank you for keeping me updated. Regarding your question about why you don't have remote access to your Nest Thermostat, this could be due to many factors. Among the most common factors is poor Wi-Fi signal strength. Another very important factor is that the thermostat itself might have a problem where it gets stuck in the automatic updating process. It could also be due to environmental issues (such as being too far from the router, interference, or other factors). Therefore, since there are many possibilities, it is necessary to check into what happened with your thermostat.

Keep me posted.

Best regards,
Eduardo

[Teddy20]

The problem only happened after the last Google update in October. I’ve never had any communication issues up until then. The thermostat wouldn’t even communicate with my Nest app when I was next to it!

I hold Google responsible for this and am extremely annoyed.

Phil T

[jhon123346456]

Hi Phil, this issue sometimes happens when the thermostat and app lose sync. A good approach is to remove the device from your account, restart both your iPhone and the thermostat, and then re-add it using the Nest app. It’s a bit like planning for a big event — getting all the steps right ensures a smooth experience, just like securing Morgan Wallen Bryant Denny Tickets, Tuscaloosa for a show.

[Teddy20]

Thanks for the advice, John.  I had thought of doing this but since the Thermostat wouldn’t display the 7 digit key code, I didn’t proceed. I’ll try this when next we are at the holiday home where the Nest thermostat is installed. If I remove the device from my Nest account will I need the key code to reload the device into my Nest account?

Cheers, Phil

[EduardoN]

Hi @Teddy20,

At this point, it is indeed essential that you be able to perform the recommended troubleshooting when you are at the vacation house. However, I would also like to recommend that you do not remove the device from your Nest account, because that code is necessary to re-add the thermostat to your account since this device also connects via Bluetooth.

Keep me posted.

Best regards,
Eduardo

[Teddy20]

Thanks for that. I won’t remove device from my app. Will troubleshoot when back at holiday home next year.

Phil T

[EduardoN]

Hi @Teddy20,

Of course! Once you are at the house, please don't hesitate to contact us. We are genuinely happy to help! Just reach out to us right away, and we will gladly help you with the appropriate troubleshooting steps to get things back on track so you can relax.

Keep me posted.

Best regards,
Eduardo