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Can't control Thermostat temperature from the App

Jon75
Community Member

In my Nest App I can only change my setting to 'Home' or 'Away. I can't control the temperature any longer nor when the heat comes on or off - I can't even see the options on the App to do this.

24 REPLIES 24

Humguysmom
Community Member

Following….same question here

Markjosephp
Community Specialist
Community Specialist

Hello folks,

 

I'm sorry to hear that you can't control your thermostats. It appears that you lost access to it in the Nest app, but I'm happy to help.

 

Please ensure that you are logged in with the correct email address for your thermostats. If so, try checking for other available structures where your thermostats might be connected. Here's your guide on how to switch home structures and let us know how it goes.

 

Best regards,

Mark

EdwardT
Community Specialist
Community Specialist

Hi folks,

 

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

 

Thanks,

Edward

Jon75
Community Member

Hi Edward

i still can’t see anything different I’m afraid. I am logged in on the app. It has my basic details and I can switch the thermostat from ‘home’ to ‘away’, but I can’t do anything else with that thermostat. I have the option to add new products or a new home, but nothing regarding the settings on the thermostat already installed. 

The thermostat is actually at a another house that we use for holiday lets, so I’m not there at the moment, but the house is going to be vacant for a while soon so I’d like to be able to control the heating during that period. 

EdwardT
Community Specialist
Community Specialist

Hi Jon75,

 

Thanks for the response. What you're seeing on the app means that your Nest Thermostat is not added to the app. We would need to have access to it physically to add it to the app. You can click on this link to learn about adding your Nest Thermostat to the app.

 

Thanks,

Edward

Jhonleanmel
Community Specialist
Community Specialist

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

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

kbitten
Community Member

I have the same problem.  I've even deleted the app and reinstalled it and to no avail. It's been like this for over a year and I'm getting really frustrated as when we leave for holidays, the house thinks we are away and the heat turns off to the house basically freezing out our tenant.  I reluctantly let him in the main house to turn up the temp when we are away... not ideal. 

 

kbitten
Community Member

What is the customer service #?  I just want to talk to somebody.

 

kbitten
Community Member

I called the customer service # and they were great.  Got me back up and running.  The problem was the the email that I used to set up the original Nest app account was under an old email that I had no access to anymore.  They walked me through resetting my Nest thermostat by deleting the old Nest app connection and re adding with my current email.  Once I did this I can now change temp by using Nest app. Hurray!

Jon75
Community Member

H there. Would you be able to share the customer service number with me? I think I might have the same issue, but I'm not sure. Many thanks

kbitten
Community Member

1 (855) 469-6378

Markjosephp
Community Specialist
Community Specialist

Hello there,

 

@kbitten, Thanks for posting back and for updating us on what you've done to have your concern rectified. I wanted to ensure that everything was covered here.

 

@Jon75, I'm checking in — how's it going? Have you had a chance to contact our team? 

Please let us know if you have any other questions or concerns.

 

Regards,

Mark

Hi folks,

 

I'm checking back in — how's it going? Still need our help? Please let us know so we can assist you right away.

Thanks,

Mark

Hi Mark

I’ve not called customer service yet because I had guests staying at the house in question and didn’t want to cause any issues whilst they were there. I will call them this week. I’m sure it’s an email address issue that’s causing it. 

many thanks

jon 

Markjosephp
Community Specialist
Community Specialist

Hi Jon75,

 

Thanks for responding. I understand that you haven't had a chance to contact our team verbally. You can still try looking for the email address that might be associated with the thermostat and sign in on the Nest app even if you're not physically there. Please keep us posted, as I would be glad to know what the result would be.

 

Regards,

Mark

Hi Mark

The customer service number above does not get me through to a member of your team. It just sends me to another web page. Can you confirm the number I need to call to solve the issue I'm having? I know the email I registered with, but it's ever since Google took it over that I'm having issues, so I suspect it's something to do with my Google account?

Markjosephp
Community Specialist
Community Specialist

Hello Jon75,

 

I appreciate your effort in trying to reach out to our team. If your thermostat does not appear on the Nest app's home screen. Either your thermostat is no longer linked to the account you signed in with or you used a different email address to link it. You can verify if your thermostat is still connected to an account by going to your device settings and navigating to "Nest App." Also, the phone number shared above is correct, but you can try this form by filling it out so you would have the option to choose either chat support or phone support.

 

If there’s anything else I can help you with, please let me know.

 

Regards,

Mark

Hey there,

 

I know it has been a while, but I wanted to ensure that everything was covered here.

 

@Jon75, How's your thermostat now? Please let us know if you have any other questions or concerns.

 

Regards,

Mark

Hi Mark

I can't check on my thermostat until I'm at the property, which I won't be for another month or so. I have spoken to customer service and I need to uninstall and re-install the thermostat but have to be at the premises to do so. Hopefully then all will be resolved.

 

Regards

Jon

 

Markjosephp
Community Specialist
Community Specialist

Hi Jon75,

 

Thanks for letting us know. I understand that you're not near your thermostat to try the steps. If you have multiple email accounts, I'd suggest trying to log in to the Nest app again, as it appears you used a different account link for your thermostat. If no other email address was used, resetting the account connection over the thermostat itself would help.

 

I'll leave the thread open for a few more days, and please keep us posted on how it goes.

 

Regards,

Mark

Hey there,

 

I know it has been a while, @Jon75; how's it going so far? You might have had additional questions, but I wanted to ensure that everything was covered here.

 

Best regards,

Mark

Hi Mark

I've been told I need to be at the premises in order to uninstall and reinstall the thermostat on the app. I won't be there for a while so please feel free to shut the thread down now that I have a number for customer service to contact once I am at the premises.

Markjosephp
Community Specialist
Community Specialist

Hello Jon75,

 

No pressure! Thanks for the update. So I'll lock this thread within the next 24 hours. If anything comes up, don't hesitate to give us a shout and create a new thread.

 

Best regards,

Mark