Hi @PJ2601,
Thanks for reaching out to the community! I’m sorry to hear that your Nest thermostat isn’t working remotely. I’d be happy to help by reconnecting the thermostat to the app!
I also appreciate all the workarounds already done. Since you've mentioned the Nest app, it seems like you have the Nest Learning Thermostat or Nest Thermostat E. To better assist you, I’d like to ask the following details:
- What is the model of your Nest thermostat? Here’s a helpful article about how to identify your thermostat model.
- Has your thermostat ever connected to your network?
- Are other non-Nest devices in the home offline?
- Has there been any recent change in the home Wi-Fi network?
- Do you have a busy Wi-Fi environment and are experiencing battery drain on your thermostat?
In the meantime, I’d suggest the following steps:
- Reset the option 'Network' or 'Account connection'; this can depend on your thermostat’s software version. For detailed instructions, you can check out this article: Nest thermostat is offline.
- Reconnect the thermostat to the network by going to Settings > Network on the thermostat to ensure it's connected to your Wi-Fi.
- Then, remove the thermostat from the Nest app and then add it again. Continue setting up the thermostat through the app. For instructions on how to add the thermostat to the app, refer to the following article: Add your Nest thermostat to the Nest app. Tip: Since the thermostat is already installed on the wall, please select the "Already installed" option during the setup process.
Regarding your inconvenience, @cah, I apologize for the support team mentioning twice that the inconvenience might be with your Wi-Fi signal, especially since you already had the cable company check and confirm that everything on their end is working properly. I understand how concerning this is, particularly since the thermostat shows 'offline' after the last update.
To continue investigating and assisting you effectively, would you mind sharing your case number if you have one? Additionally, please provide the information for the questions above.
Please keep me posted.
Best regards,
Jenniffer
