Google Nest Learning Thermostat WiFi Disconnect - Netgear Orbi 960s (3)

[Wadeo]

Hello Googlers - I can’t seem to solve a disconnect issue with all 3 of my Learning Thermostats.  I periodically see these thermostats go offline especially if I’m adjusting them or changing settings through either the Nest App or Google Home App.

I have Orbi 960 router + 2 satellites (1 upstairs, 2 downstairs) - (latest firmware)

UPnP is enabled.  

WiFi signal is 79

Power is 3.92+

I’ve reset all 3 of them today and will monitor.  Any ideas what other troubleshooting steps I can take?

[Wadeo]

Would love some suggestions here.

[tajennifer]

Hi Wadeo,

Thanks for reaching out! I understand the frustration of having Wi-Fi issues with your Nest thermostat. Don't worry, let's troubleshoot the connection:

   Basic Checks:

• Verify the thermostat's battery levels.
• Look for any error messages or codes displayed on the screen.
• Ensure you're using the latest version of the Nest app or Google Home app.

   Restart Your Network:

• Confirm your home Wi-Fi is working properly.
• Restart your router by unplugging it for 30 seconds, then plugging it back in.

   Restart Your Thermostat:

• Follow the instructions in the "Nest thermostat is offline" article for restarting your specific model.

Here's a link to the article for more detailed information: Nest thermostat is offline.

Please let me know if you have any questions or if these steps don't resolve the issue.

Best regards,

Jenny

[Wadeo]

Thanks for the troubleshooting tips!

No go on all of these.  We still periodically (daily) have different thermostats go offline.

Yesterday: Upgraded Orbital 960 router & satellites (1 main router, 2 satellites), rebooted all of them including main internet connection. Restarted all 3 thermostats.

This AM: So far, 2 different thermostats have gone offline at different times.

The "offline" thermostats show ,App Connected, Wifi Connected, Power 3.9V or higher on the thermostat display.

Is there any change this could be that I have the thermostats on a different SSID than the main house SSID?  It's all one network.

[tajennifer]

Hi Wadeo,

Thanks for your response. I understand it's frustrating that your Nest thermostats are still offline after trying the troubleshooting steps. The next step would be to contact us for further assistance. Our specialists are happy to help! Feel free to call us to connect with one of them.

Best regards, 

Jenny

[Wadeo]

Thanks again, Jenny.  I’ve opened a ticket and so far working with 2 different support techs, we continue to see thermostats intermittently go offline.  

Resetting, reconnecting didn’t work.

Resetting, starting a new home, reconnecting also hasn’t worked.

Each “offline” time the thermostat display shows app connected, WiFi connected, technical info shows power at 3.9+ and WiFi signal 78 or higher.

Just wanted to let you know or anyone else that may be following this thread.