Changing amount of time from Home to Away

[Kristin3]

We go out for a period of time and the Nest goes to Away after what appears to be 2 hours.  We forget to check the Nest (why should we) and come home after 2 1/2 or 3 hours to a cold house.  We called and were told that there is no override.  That answer took 20 minutes for an unsatisfactory response.  There should be a way to set a different time between Home and Away.  Anyone find a way to do this?  If not, who do we complain to.

[RenzJ]

Hi Kristin3,

Thanks for posting in our community. I'm sorry for the trouble. Could you tell us the case ID from the interaction with our support team so I can take a closer look?

Best,

Renz

[Kristin3]

I have no case ID because we didn't write it down.  The call was so frustrating, unsatisfying and a waste of time that there was no point.  Why there is no ability to vary the time that the system goes to Away is hard to fathom.  We have constantly come home to a cold house especially after attending basketball games since we can't remember to constantly check the Nest while we are busy.

[Jenelyn_O]

Hi there Kristin3,

Chiming in — we understand your frustration. We apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. 

The support who assisted you was supposed to send the email with a case ID number. Please help us by checking your inbox, junk, and spam folder with the date you contacted us. Your case ID number might in there. 

Regards,

Jenelyn