App is offline and thermostat wont connect to wifi

[Polpat]

Never had a problem with the thermostat previously - now app says "off line" (but my phone is connected as are all other devices in the house). I have followed all the tech support instructions and tried to re connect the thermostat but it doesnt connect. It is working manually when I am at the house but just not with the app. I have tested the router etc - no issues. The thermostat has worked fine until now so it cant be a distance issue. There is no error message other than it is offline.

[Markjosephp]

Hello Polpat

It is never ideal for the thermostat to appear offline in the app but connected on the device. Helps here! Let's get your device back online.

To isolate, could you tell which Nest Thermostat you have? Here's your reference. Also, please try the steps here:

1. Uninstall and reinstall the Nest app or the Google Home app.
2. Restart the thermostat itself. Follow the steps on this guide.
3. Reboot your phone for at least 3 minutes.
4. Sign in back to the app and check the thermostat icon.

Please let me know if that helps, or if the issue still persists.

Best regards,

Mark

[Jake]

Hey there,

I wanted to check in and see if you managed to see Mark's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[Polpat]

Ah ok - well I guess I just wont have the use of the app as there seems to be no way of correcting the fault.

[Jake]

Hey there,

I am sorry to hear the trouble is still showing. I found an article with some troubleshooting steps for when the device is showing offline. Please let me know if that helps resolve the issue.

Best regards,

Jake

[Polpat]

thank you - yes, I had found this previously and tried it several times but still not managed to connect the app.  I have re started my phone several times too.

[Jake]

Hey there,

Sorry for the late reply. I wanted to check in and see if you are still in need of any help. Is your device still unable to connect to the Wi-Fi? Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Jhonleanmel]

Hi folks,

Chiming in to see if you still need assistance with this. Let us know if you have additional questions ― we'd love to help.

Best,
Mel

[Jhonleanmel]

Hi everyone,

Just one quick final check in here since activity has slowed down. We haven't heard from you in a while so we'll be locking this thread if there is no update after 24 hours. If you have any new questions, updates or just a discussion topic, feel free to start a new thread in the Community.

Thanks,
Mel

[Polpat]

Apologies I thought I had replied - it disappeared somewhere?!   My thermostat proved to be faulty and a new one was sent and with some much needed guidance and clambering about in cupboards, it was finally installed and all now working well. Many thanks for the replies. 

[Jhonleanmel]

Hey there Polpat, 

Awesome — glad to hear that your issue is fixed. It looks like we can consider this one complete, so I will lock the thread shortly unless I can help out with anything else. 

Best, 
Mel