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Nest E thermostat

Hpinkston90
Community Member

Hello. I purchased a Nest E thermostat over a month ago. It works great in the house. The issue I'm having is the thermostat shows online and is connected to my correct wifi (we have multi ban wifi router) but on my phone it keeps saying offline. But, it is not offline. My husband and I have the same phone, same service and we are connected to the same Google home app. His shows connected but recently mine keeps showing offline even though it is not. We are both up to date on versions as well. I reconnect and 2 hours later my phone will show offline. We did have to have a c wire installed so it is not a battery issue, I have detection for wifi disruption notifications set up on my phone so I know my wifi has not dropped. I had a Nest learning thermostat in my last apartment before i bought a house and never had this issue. Anyone else having this issue with the Nest E?

6 REPLIES 6

aatienza
Community Specialist
Community Specialist

Hey Hpinkston90,

 

I’m sorry you’re having trouble with this. No worries, we'll check this out. Could you tell us the phone you're using (Android, iOS)? When did it start happening? Also, did you make any changes on your phone settings?

 

Thanks,

Archie

aatienza
Community Specialist
Community Specialist

Hey Hpinkston90,

 

I just wanted to follow up to see if you still need our help. Please let us know as we would be happy to answer any questions you may have. 
 

Thanks,

Archie

After 4 hours and no a/c we figured it out. Hahaha we had an old thermostat and when it was "professionally installed" by the previous home owner, they had two of the same colored wires for ground and hot.... Thank you! 

aatienza
Community Specialist
Community Specialist

Hey Hpinkston90,

 

Thanks for the update. Let us know if you have any other questions, we're here to help.

 

Best,

Archie

Ryan_G
Community Specialist
Community Specialist

Hey everyone,

I'd like to jump in here and check if you've seen Archie's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Archie.

Regards,
Ryan 
 

Jeran
Community Specialist
Community Specialist

Hey Hpinkston90,

Did you have any more questions or need any additional help? If not, I'll go ahead and lock up this thread in 24 hours.

Just checking up,
Jeran