Hello Bose,
Sorry to hear about your disappearing thermostat! I can understand the frustration behind that inconvenience. Let's work on this together.
Can you answer a few questions for me?
- What type of Nest thermostat do you have? (Nest Thermostat, E, or Learning)
- What does your thermostat's display show? Is there an associated error code when your thermostat disappears?
- Has your thermostat been paired before? If yes, were there any recent changes to your network and/or equipment?
- Do any of your other devices have issues with your Wi-Fi network?
- Are your thermostat and router in the same room?
- How far is your thermostat from your router?
- Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near your thermostat?
- Was your thermostat working on your old phone prior to reaching out to us?
- When it eventually disappears from the app, is it literally gone as if the thermostat never existed or offline/inaccessible?
Apologies for the barrage of questions! I look forward to your reply and hope we can resolve this together.
-From Garrett DS, Community Specialist.
