Google NEST set temperature to 31 degree C by itself

[bobozhou]

Google NEST set the temperature to 31 degree C by itself when we were on vacation. That increased our gas bill badly. When I talked to NEST senior manager, Saorese Eliza, she told me that my HVAC needs to be maintained yearly. She never answered why it can set to 31 C by itself and kept saying it is our problem! And she just suddenly disconnected our chat! What a shame! How can a senior manager resolve an issue like that????? Our HVAC was installed in 2020. No matter my HVAC was maintained yearly it is not the root cause for NEST to set temp to 31C! Google, PLEASE respond politely and reasonably. 

[luciaaa]

Hi, @bobozhou!

Thank you for reaching out to the community. I'm very sorry to hear about your unsatisfactory experience with customer service and that your Nest thermostat unexpectedly set the temperature to 31°C. I understand how frustrating the resulting increase in your energy bill must be, and I want to assure you that I'm here to help!

To provide you with the best assistance, please answer the following questions: 

• What type of thermostat do you have? 
• When was the thermostat installed?
• Do you have a conventional HVAC system (furnace and AC) or a heat pump system (single unit for both heating and cooling)?
• Could you please share a picture of your thermostat's wiring configuration?
• Have there been any recent changes or upgrades to your HVAC system?
• Does this temperature issue occur with heating, cooling, or both?
• Are there any error messages displayed on the thermostat?
• Do you use Home/Away Assist or have you set up any personal routines for the thermostat?
• Do you have a temperature schedule programmed?
• Do you have a Nest Renew subscription, or are you enrolled in the Rush Hour Rewards program?

This information will help me diagnose the cause of the unexpected temperature changes.

Please keep me updated on your findings.

Best regards, 

Ana