Energy Rush Hour Factory Resets Learning Thermostat

[Boston182]

Hi there. Weirdest thing started happening. 

I live in Oakland, CA and use PG&E. I have everything set up with my proper codes, etc. 

With the most recent heat waves, my thermostat suddenly started to activate "Energy Rush Hour," which seems to be initiated by OhmConnect.

What I've found (this has happened twice and consistently) is that when I get the notification to my phone that it's going to happen, when it does, it factory-resets my thermostat. I then need to remove it from my Nest/Home app and re-add/program it.

This is infuriating because I've been coming home to a house of 85°+

Please help!

[Boston182]

Other articles with the same issue, but no resolution:

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Bug-with-Nest-Thermostat-and-Rush-Hour/m-p/2...

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Thermostats-factory-reset-after-rush-hour-ev...

[jenniffert]

Hi @Boston182,

Thanks for posting here in the community! I'm sorry to hear about your experience with the Rush Hour Rewards program. I'd be happy to help!

To better assist you, I'd like to ask the following:

• Have you experienced this inconvenience before with Rush Hour Rewards?
• When did you start the Rush Hour Rewards program?

For now, let's try the following:

• Perform a manual factory reset on the Nest Learning thermostat. This option will remove all your personal settings and restore your thermostat to factory default settings.
• Delete the thermostat from the Nest app and add it again. You can refer to this article: Remove a product from your account.
• Once the Nest Learning thermostat is back on, re-set it up as you did the first time.
• Monitor the thermostat for 24–48 hours to see if the inconvenience continues.

Please keep me posted.

Best regards,

Jenniffer

[Boston182]

Hi Jennifer,

• I have experienced this every time I've had Rush Hour activated. It has now happened 4 times.
• I enrolled in the Rewards upon installing my Thermostat a few weeks ago.
• I have already performed a factory reset in addition to the reset that occurs upon Rush Hour activation.
• I have already deleted the thermostat from the Nest app and readded it and re-set it up, both when it resets from Rush Hour and separately. 
• The freeze/factory reset has still occurred at 7pm each evening where Rush Hour is activated. I can video what happens, if that is helpful. 

[jenniffert]

Hi @Boston182,

Thanks for following up! Sorry to hear that the factory reset didn't help as expected, and I appreciate your efforts in trying to resolve this inconvenience. Let's try to fix this!

I also appreciate all the information you've provided. To continue assisting you, please fill out this form with all the necessary information. Once you've completed the form, let me know.

Keep me posted.

Best regards,

Jenniffer

[Boston182]

Completed and submitted the form. 

[jenniffert]

Hi @Boston182,

We got your form;  thanks for filling it out. Our team will reach out to you via email to further assist you.

If you have any further questions, please don't hesitate to reply to this thread.

Best regards,

Jenniffer

[Boston182]

Thank you, Please keep the thread open until there's a solve, as it seems as if the other two threads with the same issue were closed before a solve was posted publicly. 

Thanks!

[jenniffert]

Hi @Boston182,

I apologize if the thread will be closed sooner than you would have liked. As Community Specialists, we occasionally do a bit of housekeeping to keep the conversations in our community fresh and relevant. This includes locking threads after a period of inactivity.

We invite you to search the Community to see if a discussion is open and ongoing about your topic. If not, feel free to start a new thread.

Let me know if you have more questions.

Best regards,

Jenniffer

[jenniffert]

Hi @Boston182,

We haven't seen your submission form come through yet, and it appears some required information is missing. Once you complete the form, someone will contact you with further assistance.

Let us know if you're running into any trouble or still need our help! 

Keep me posted.

Best regards,

Jenniffer
 

[Boston182]

You just said yesterday that you received my form. What happened? 

I've resubmitted just in case. 

[jenniffert]

Hi @Boston182,

Thanks for following up. I apologize for the misunderstanding!

We received your form, but it appeared that some required information was missing. Thank you for resubmitting it with all the details. Someone will contact you via email to assist you further.

In addition, @sargeantmofo, if you've already performed the steps above, let me know once you've filled out the form with all the required information. 

Keep me posted.

Best regards,

Jenniffer

[sargeantmofo]

I'm also having the exact same problem. It took me a while to figure out that it only happens when a Rush Hour event occurs. This has been happening to me for a couple years now and I just haven't found much info out on the internet or forums that is helpful. It is reaaaaaallly frustrating that this happens. I'll also fill out the information form that you linked to Boston182. 

[CO_Steve]

I just had this happen for the first time. I've been through a dozen Rush hour events over the last couple years, but this time it factory reset my nest. I'm in CO on Xcel. 

We had one of these yesterday with no issues. As soon as it was due to start today I noticed my thermostat went offline. Got home and it was completely reset.

[Boston182]

Hey dude. I hate to break it to you, but Google refuses to acknowledge that this issue is their fault. They told me that it was the partner's fault and had me contact them. Mine (OhmConnect) refuses to acknowledge it's their fault. 

Google claims they can't test a Rush Hour and that it must be initiated by the partner. Which I think is absurd.

I told both that all they need to do is test a Rush Hour together. But it's been radio silence since then.

@jenniffert Can you do literally anything here?

[pereztzum]

Hi there!

Thank you so much for taking the time to share your feedback with us. We truly appreciate you reaching out and letting us know how we can improve.

Your input is incredibly valuable as we strive to create a welcoming and supportive community for everyone. We're committed to listening to your concerns and making positive changes.

To help us better understand your experience, please take a moment to fill out the feedback form. Your insights will directly contribute to making this company a better place for all.

Thank you again for your honesty and cooperation.

Best,

Brandon.

[Boston182]

My dude, I have filled that form at least 3 times and it yielded the same result mentioned above. 

Let's try another avenue, please?

[PatrickW]

This has now happened to me too. For the past three days in Denver with Xcel same result as others.  I get an email saying there will be an energy event and I get home and the device has been factory reset. It is frustrating to reset up the device from scratch every day now. I have never had a probable with it before. 

What can I do to make this not happen?

[CO_Steve]

I'm on the same setup as you. 3 days of energy rush hour, but only 1 of the 3 has factory reset my thermostat. I do have a super old Nest. Probably the OG one.

[Boston182]

Mine is the brand new Learning Thermostat. Installed about a month ago. So I don't think it's a version problem then. ¯⁠\⁠_⁠(⁠ツ⁠)⁠_⁠/⁠¯

[sargeantmofo]

Just FYI, I haven't had any rush hour events since my issue, and my Nest has been fine. So this is very clearly a rush hour issue. I also filled out the form like @Boston182 did, and no response or anything. 

If y'all can figure out how to opt out of rush hour events, that will likely solve your problem.

[Boston182]

Lulz. Yeah, same. Since I reported the issue, there hasn't been a Rush Hour since and everything has been fine.

My issue is that Google is going to say, "Oh? No more issues? Then we'll close this thread," even though nothing was resolved. Next Rush Hour, I'm sure we'll be in the same boat.

There HAS to be a way for Google to test their Nest Thermostat on Rush Hour inputs... But they say they can't.

[jotatooo]

I'm experiencing this too! I noticed that there was a Rush Hour scheduled just now and that thermostat went offline when it was due to end. Made the connection, searched online, and found this thread. It only seems to happen intermittently, and I think it only started a couple of months ago. I will try to contact my provider (NV Energy) to see if I can unenroll in Rush Hour Rewards, or if it's something known on their side.

I had previously chatted with Nest support, and they took me through the same troubleshooting steps, and ended up telling me that I should buy a new Nest thermostat because my warranty is expired.

[Boston182]

Welp, as long as we keep replying and keeping this thread open, they can't ignore us forever. 🙂 

@pereztzum @jenniffert Any update? Mine is brand-new and still in warranty. This is happening from other providers and partners and the common denominator is the Nest Thermostat.

What's being done to diagnose and resolve the issue?

[jotatooo]

I ended up unenrolling from Rush Hour Rewards as well as their Nest Renew program (just in case they're linked somehow). So far so good.