App connection problems in Google Nest Thermostat

[bobaloo46]

My google nest thermostat has problems staying connected to the internet only in the app.It will stay connected for maybe a day or two then goes offline.The wall mounted unit always stays connected so it’s  not a problem.I have restarted the modem,removed the app and reinstalled it ,,new battery; all the things that I know how to do.Getting to be very frustrating not to solve this problem 

[Jenelyn_O]

Hi bobaloo46,  

I'm sorry for the trouble this may have caused you, and thanks for being a step ahead of us.

Connection interference could cause your thermostat to go offline in the app such as Cordless phones, Bluetooth devices, and baby monitors and other Wi-Fi devices.

A few questions: were there any instances that your thermostat shows low power? How far away is your thermostat from the router? Also, try to use different mobile device and install the nest app and see if it would show offline.

I'll look forward to your response.

Regards,

Jenelyn

[bobaloo461]

Battery has been changed on wall mounted thermostat.The app is installed in IPad and IPhone 11. When it’s offline it on both.Router is no more than 100 feet from thermostat.I also use a SONOS boost Wi-Fi extender..The wall mounted thermostat never loses internet connection; just the app.

[Jenelyn_O]

Hey there,

Great troubleshooting so far. Thanks for letting me know.

Going over these steps might help:

1. Remove the thermostat in the Google Home app.
2. Go to the settings of the actual device then look for a factory reset.
3. While the thermostat is resetting, uninstall and reinstall the Google Home app.
4. The thermostat will say "continue to set up to the Google Home app" after reset.
5. Add the thermostat back to your account.

Please keep me posted.

Regards,

Jenelyn

[bobaloo461]

I was heading in that direction,but I live in a cold climate and was going to wait until the weather got better in case I somehow screw it up.  Will keep you posted 

[Jenelyn_O]

Hey bobaloo461,

Understand. Also, you can visit this article for more information or troubleshooting. Please let me know if you have further questions or concerns. 

Best,

Jenelyn

[aatienza]

Hey there,

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. 
 

I appreciate the help, Jenelyn.

Thanks,

Archie

[Jenelyn_O]

Hi bobaloo46,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Thanks for doing a follow up on this thread @aatienza.

Best,

Jenelyn

[bobaloo46]

 My Google Nest thermostat loses the app about every 3 or 4 days.The thermostat says connected to the home Wi-Fi but loses the app and goes off line .Have reset it a few times but it’s never a permanent fix.

[Jhonleanmel]

Hi bobaloo46,

Thanks for posting.

To clarify, what do you mean by your Nest Thermostat losing the app?

Best, 

Mel

[bobaloo46]

I meant it goes off line in the app every week or so but I never lose connection to the thermostat on the wall.

[bobaloo46]

My work around is to restart the google nest thermostat or the router; then it’s okay for awhile.

[Jhonleanmel]

Hi bobaloo46,

Thanks for clarifying this. Could you re-install your Home app?

Keep me posted.

Best,

Mel

[Jhonleanmel]

Hey bobaloo46,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,
Mel

[bobaloo46]

I have deleted and reinstalled the app two or three times and it stays connected for awhile sometimes as long as 3or 4 weeks then it goes back to app showing offline but the thermostat is fine.It’s frustrating because it’s not all the time.A friend had a similar problem and solved it with a different modem;since I am a ATT customer and rent the modem,that might be my next move.

[Jenelyn_O]

Hi bobaloo46,

I saw your post and wanted to chime in —I'm sorry for the delay.

I just want to confirm if you're still encountering the issue? Please let me know as I'll be willing to assist you from here.

Best,

Jenelyn

[aatienza]

Hey there,

How's it going? Do you still need our help?

I appreciate the help, Jenelyn and Mel.

Thanks,

Archie

[aatienza]

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

Thanks,

Archie

[bobaloo461]

I think my next move will be to remove and reinstall both the app and the thermostat. Very disappointed in the Google nest thermostat 

[Jenelyn_O]

Hi bobaloo46,

We’ve duplicated your thread to the main one here. You’ll receive all updates on this issue on the main thread and we recommend updating and checking this thread when needed.

Best,

Jenelyn

[bobaloo461]

My next move is doing a factory reset on the wall  mounted thermostat.Have not done that yet ,but will do that.This has been bugging me on and off for awhile since it is intermittent,; can’t say I am overly pleased with the Google Nest thermostat;,the thermostat has worked fine ,but the app has given me the problem 

[Jenelyn_O]

Hi bobaloo461,

It sounds like a plan! I'm sorry for the trouble this may have caused you. I suggest deleting or creating a home structure for your thermostat, then monitor it from there. 

Please keep me posted.

Best,

Jenelyn

[Jenelyn_O]

Hi bobaloo461,

I wanted to follow up and see if you still need help. Please let me know if you're still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Jenelyn

[Jenelyn_O]

Hi bobaloo461,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Best,

Jenelyn

[bobaloo461]

I did see your response; for now I’m not going to fool with it.The thermostat on the wall is working fine , it’s always been the app that has been not reliable.I will address the problem with the app at a layer date.

[Jenelyn_O]

Hi bobaloo461,

Thanks for letting me know that. We want to make sure that everything will be taken care of —  I’ll keep this thread open and wait for your update.

Best,

Jenelyn

[bobaloo461]

Thanks for the help so far, will update when I get back to it.My intention is to do a factory reset on the thermostat and uninstall and reinstall the app.

[Jenelyn_O]

Hi bobaloo461,

Checking back in — were you able to proceed with the troubleshooting already? Please let me know if you still need help. I'm looking forward to your response. 

Best,

Jenelyn

[bobaloo46]

Thanks for checking back ; I still haven’t done the factory reset because I live in a cold climate and have tropical birds and need constant heat .I Will wait a month or so to attempt it,still fighting the app goes offline (just the app not the wall mounted thermostat).If the reset does not work I will get something else that will be more reliable.

[AbigailF]

Hello bobaloo46,

Thanks for the update. We'll keep this thread open for a few days to give you time to reply back to us. Feel free to let us know if you have any other questions or clarifications.

Regards,
Abi

[Dan_A]

Hey there,

I wanted to follow up and see if you are still in need of any help. Have you had the chance to try the suggestion above? If yes, how is it?

Thanks,

Dan

[Dan_A]

Hey there,

We haven't heard from you in a while so we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

Cheers,

Dan

[bobaloo46]

My next move is to do a factory reset.I live in a cold climate and since the problem is not the thermostat on the wall it’s the app .I don’t have a lot of confidence in the thermostat and I don’t want to lose the heat. When the weather starts to get better I will get back on it.

[aatienza]

Hey bobaloo46,

Sounds like a plan! 

Thanks,

Archie

[EmersonB]

Hey everyone,

@bobaloo46 and @bobaloo46, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

I appreciate the help, Archie, Dan and Jenelyn.
 
Best,
Emerson

[Dan_A]

Hey there,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Cheers,

Dan

[bobaloo46]

I did see your reply;I live in a cold climate and I am waiting a bit for the weather to stabilize before I do a factory reset. The thermostat on the wall works as it should,it’s the app that goes offline every 3or 4 days,so the thermostat becomes just a thermostat with no ability to change the settings on the app. Since it’s still cold were I live I’ll fool with at a later date 

[zoeuvre]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Thanks for the help, Archie, Dan, Jenelyn, John, and Abi.

Best regards,

Zoe

[bobaloo46]

Here is the problem; My Google Nest Thermostat goes off line Only in the app about every 2or 3 days.The wall mounted unit never loses Wi-Fi connection,it’s only the app.Restart will get everything back for a few days; recently I did a factory reset and eliminated the app also; reinstalled both the thermostat and Google Home app.     Same result. So what I have is just a normal thermostat that I cannot control remotely.Kind of takes away a nice feature.

[Jenelyn_O]

Hi bobaloo46,

Thanks for the update. I'm sorry for the delay. Please check for the following settings details on your access point:

• Quality of Service (QoS) settings
• Device priority
• Parental controls
• Wi-Fi pause
• Interference and attenuation

Also, you can check out this link for your reference.

Best,

Jenelyn