Heating on whilst Nest reports differently

[Victoria7]

Thermostat says the heating is off and no usage in the history when the heating is on or has been on (evident by hot radiators)

[Markjosephp]

Hello Victoria7,

Thanks for reaching out to the Google Nest Community Forum.

We're aware of a rare issue where the heating and/or cooling usage shown in the Energy History doesn't match what is shown between the summary view and the detailed view. This issue happens when your Nest Thermostat goes through a non-orderly restart at some point that day. Please let our product team know about it through feedback.

In the meantime, keep monitoring its behavior as the data appears back in the Nest app.

Let me know if you have more questions.

Best,
Mark

[Victoria7]

Both my parents have dementia and I use the nest remotely to make sure their house is the right temperature to keep them safe. The heating has been on when it shouldn’t be but it’s very hard to monitor when the heating is on the thermostat says it isn’t and the history is wrong too - I need a solution to this problem. 

[Markjosephp]

Hey there,

Thanks for letting me know about their situation. Please help me check the status in the Nest Web app and see if it shows the actual status. Sign in with the same email associated with the thermostat.

Keep me posted.

Regards,
Mark

[Markjosephp]

Hi Victoria7,

Checking back in — how's it going? Still need our help?

Thanks,

Mark

[Victoria7]

Yes since the nest doesn’t do its job 

[Markjosephp]

Hello there, Victoria7,

We're always looking for ways to improve, and I understand your thoughts. Have you managed to check the Nest Web app page? Please share with us a screenshot to see what is showing on the page so we can move forward.

Regards,
Mark

[Markjosephp]

Hey Victoria7,

I don't want to be a nudge, but I'd like to check if you were able to view the History via the Nest Web app. Feel free to reach out again if you still need help.

Regards,

Mark