Connected but not online

[mikepost5267]

Hello!  My thermostats are connected to WiFi but the app says they are offline.  I have called support and looked at many support articles to no avail.  We have lived in this house for 3 years with these thermostats and this is the first time we've had this issue.  They will show online for a brief period of time after re-connecting to wifi but it doesn't last.  Help!

[moralesvicente]

Hello @mikepost5267, 

Thank you so much for reaching out. I understand your Nest Thermostats are connected to your Wi-Fi, but the app says they’re offline. I appreciate you taking the time to consult our help articles and contact the support team to try and fix the issue. No worries; I'm here to help you.

To expedite assistance, could you please share the reference number case that the support team previously shared with you via email? This information will be useful as we continue with further troubleshooting steps.

I look forward to your response.

Regards,

Daniel