My initial submission to my electric company, where I got the thermostat, was:
"The Google Home app is buggy, specifically in not detecting when the Google Nest thermostat is connected to WiFi. The thermostat displays it is connected to WiFi, my WiFi router shows the thermostat is connected, and the app doesn't detect that and then disconnects the thermostat from WiFi. "
1)
Then they gave me nest.com/support. So, first thing is that support address should be in the Android app, and in the documentation with the thermostat.
2) The support page https://support.google.com/googlenest/answer/9703157#zippy=%2Ccheck-the-nest-app-version%2Ccheck-the...said that "2.4 GHz and 5 GHz network names -- If you’re using a dual-band router with both 2.4 GHz and 5 GHz bands, make sure they have different names. Nest thermostats can't connect to a 5 GHz network and may not be able to tell your networks apart."
If the device or the app had simply said "Google Nest Thermostat can't connect to a 5 GHz WiFi network, use a 2.4 GHz network" then I could have done that easily.
I suggest you update the documentation to show that page, or update the software to give that troubleshooting.
3) 2.4 GHz works. Device was downloading updates. While the device was downloading and updating, the app said:
"Something went wrong. Setup is taking longer than expected". The app then suggested try again.
What I did, that worked was: "Do not tap any buttons on your phone. Wait for downloading updates to finish."
The app should know to wait for downloads. The app should give a message to wait if the device is downloading updates and installing the updates.
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