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Home/Away Assist Problems

junalmeida
Community Member

The home/away assist is not working as expected. It often thinks I'm away when I am home, and turns it to Eco mode. Today I am not home, and it thinks it is, heating the house for no one. 

Everything seems to be set correctly, and yet the support team suggestion is to "buy another phone". 

 

60 REPLIES 60

JohnV
Community Member

I am having the same issue. It is a pretty crappy app that only works some of the time. This is absolutely the worst performing application I have ever used. I have also double checked all settings, reinstalled app, logged out / logged in and no change in behavior. I leave the house and get far enough away that it should go into away mode. Sometimes when I look at the app, it is fine and in away mode, other times when I open the app, THEN it decides to go into away mode. I have location settings set to always on my iPhone. Yesterday, I left and went for a walk at least 1/2 mile away from home and it never went into away mode.

This is really frustrating as I have to remember to check the app when I am gone to make sure it actually went into away mode. What good is having a "location aware" app if it only works 'some of the time"???

And no, I do not need another phone, I have other "location aware" apps that are working just fine and very reliably.

 

 

junalmeida
Community Member

It is interesting to see that you use an iPhone, and I use an Android, so it could really be a widespread issue. Unfortunately support guys refuse to see they have a problem, and leave their customers frustrated. If only I could do the same for my customers, I would earn money easy, right? 

 

 

JohnV
Community Member

Totally agree. I develop software to do systems integration for a number of clients - not that hard to monitor to see what is going on and provide a fix... 🙂 

nestripoff
Community Member

i have the same issue. I have tried EVERYTHING to resolve this without success. iPhone. It is total garbage. it just does not work and the help line is useless, just telling you to constantly repeat all the checks I've done a hundred times already. . Sadly this is the main reason for buying a 'smart stat'. Lesson learned :- avoid any nest product or anything associated with google in future!

  • Reply to me so far from good ogle Nest 
  • Hi there, we've checked on the case, it seems it's still assigned to our engineering department trying to find a fix for it. Once we got word from them, we'll let you know.

Please let me know too as I have the same problem 

 

LifeonMars
Community Member

Having a similar problem recently in the UK. iPhone Home/away not always switching when away. I have reset everything and some days when i am out, I check the settings and find that no events are shown and the Thermostat has not switched to away., even though I have been a long way a way from home.  This is only happening recently, prior I had no problems with the same phone.

I'm having same issue with iPhone8. Come home and I have to sign out and in  again to my account to get it working. Am I supposed to walk past the thermostat to get it to come on?

KazzieB10 are you also in the UK ?    I think the problem is in the Nest App  as as I said It has only started recently,  The Thermostat should also recognise that there is no one at Home and should switch to away if you have set that up under Home/Away settings  as well as the iPhone .   I have found that signing in and out every so often does seem make it work but only for a short time. Some thing is not quite right with Nest/Google  app either, with the app not finding location of my iPhone when I am away and the Thermostat not realising no one is home. All has been reset but problem exists intermittently. 

JohnV
Community Member

Okay - I found a potential work around. I now keep the Nest iPhone app open in the background. I had been 'swiping up' to close it before. Even closing it though worked fine until recently.

So, something is definitely changed to where, apparently, you may need to keep the app open and 'minimized'.

I thought that it might use up the battery having it open in the background, but after doing it this way for > 24 hours, battery usage is only 1%

So far it has worked consistently, going into away mode when I am gone and going back to home mode when I return.

Your mileage may vary.... 😎

nestripoff
Community Member

nope. didn't work for me sadly.

miltex145
Community Member

https://support.google.com/googlenest/answer/9261396
Under either the "Nest thermostats" or "Nest cameras and Nest doorbells" sections.
For me, the "Your camera didn’t switch on or off as expected" topic under the "Nest cameras and Nest doorbells" section fixed my problem. As I suspected, the "Google Home" and "Nest" apps on the iPhone are fighting each other and causing Home/Away Assist not to work properly. What resolved the problem for me was following the instructions under bullet point #3 which was to setup the "Routines" function within the Google Home app which sets it as running the Home/Away assist function with my iPhone from now on which automatically shuts it off within the Nest app. Now the 2 apps don't fight each other anymore and the cameras properly turn themselves on when I leave and off when I return home. Interestingly enough, I'm finding that it works best if I do the same with my wife's iPhone except set the Nest app to run her Home/Away assist which then automatically disables it within the "Routines" function in the Google Home app. I found that if both of our iPhones are setup to have the Google Home app control the Home/Away Assist function, the cameras will turn themselves on when she leaves the house and I'm still home as well as vice-versa. It would have been nice if Google hadn't ruined a good thing and just left the Nest app alone in the first place instead of making the Google Home app have to be running in tandem with the Nest app on our devices in order for the system to work.

SueWilk
Community Member

Set the Nest thermostat to "Away" when we went on holiday. On our return we find that this didn't work and the heating has been working at max capacity while we were away. We dont have any other Google products that could have interfered with the settings.

  The problem seems to be with Google Home and Nest app Not working together. I have noticed that when manually set to away using the phone the thermostat setting still shows  as on on the apps. . Also when deleting apps and reinstalling the Google Home app wants to change my Home/away assist using phone to a different phone even though I only have the one phone.  I have deleted both the Neat app and Google Home, reset the Thermostat and Link to factory settings and Re set up the nest app using iPhone  and  Google Home.  I think the problem is with Home/away and phone location with Google Home.  Your thermostat should have sensed that no one was home but obviously some thing was telling it it was at home.  Wish Google would sort it. Worked fine before they bought nest and integrated having to use Google Home as well

Presently have a case running with  Google nest on Twitter about this, after running some checks, advised to just try Home/away /assist using phone  only , in Home/away/assist settings just have phone and not Thermostat checked as well . And ensure you have location settings set to always in Nest app. ( presently only using Nest App)  Everything appeared back to normal with these settings with Home/AwayAssist quickly applying eco mode when I was away from home.  So problem seems to be with Thermostat/ Home/Away setting conflicting with phone  Home/Away settings. 

Got this advise to, however this makes no sense. Thermostat sensor is supposed to set it to home, not away, in the case that I leave home but left some guests not enrolled, thermostat should be kept on to detect someone is home.

LifeonMars
Community Member

I have completely reset  everything my Nest Learning Thermostat, Heat Link and my Google speaker. I have only used the Nest app on my iPhone to reconnect the Thermostat and heat link.  Home/Away is on and I have set my iPhone to decide if I am Home/away  and also the Thermostat.  I have ignored any Goggle home settings except to log in for my Google speaker.    I can access the Nest app from my computer (macBook)  but I originally set it up through my iPhone.   The iPhone switched the Thermostat to Eco when I went out and the Thermostat also noticed there was no one at home also.   So it is looking promising after a complete reset of everything and redone through the  phone. If it starts playing up again, I will stop location access  to Google home but keep always location access to the Nest App and see what happens.  I am pretty sure that Google Home and Nest app are not talking to each other like they should. I am a UK user.

LifeonMars
Community Member

I think the problem is if you allow Location always  on your phone (mine an iPhone)  ,to both the Nest App and Google Home.  Set Google home to  Location "Never" but your Nest App to "always"  This worked for me, with Nest Thermostat and Google Speaker.

Still having problem with learning thermostat,  auto switching to away on iPhone but  Home/away is not switching to eco temp when away, although set up. 

same problem here!  Reset the whole thing.  The fact that there's a Google Home and a Nest app (2 separate apps for 1 functionality) is also super confusing.  We have 2 accounts and the thermostat doenst know how to deal with it.  I have the impression only 1 person can be logged-in the "Google Nest" one.  

This functionality is crap, and it should be the most energy-saving one!  When no-one is at home, it should simply overrule the whole schedule.  I am now wasting energy in stead of saving it.  

please google, both correct and simplify this setup!! 

Nohows
Community Member

Yep, same here. Always worked fine before Google bought nest, but has got worse and worse. I ended up migrating my account to Google home from nest, thinking this might sort it. No such luck. When going out it now sometimes doesn't work at all, sometimes shows that the phone left home and then when it returns later ...but doesn't switch to eco as it's meant to while I'm away from the house. It's random and therefore impossible to work out what the problem is. Having to now try and remember to manually turn it down and up when going out and returning, which defeats the whole object. So frustrating!

With the help of some smart home apps, like home assistant, you could use the API to set eco mode to on and off when away/home

That's what I am doing since Google fails to see the bug. 

LifeonMars
Community Member

So, so far with Thermostat Home/Away Assist  off,  Only Nest app using phone,  works OK.

Put google home app back on phone to use google mini and only using phone for Home/Away/Assist in Nest app, it fails . Have to log in and out of app to get it to work or delete Google Home.

Have now added Thermostat  Home Away/Assist to Nest App will see how that works.Heating should be onHeating should be onHeating should be onHeating should be onHeating should be offHeating should be offWorking  Home/away/assist with Phone onlyWorking Home/away/assist with Phone only

LifeonMars
Community Member

LPC
Community Member

Home/Away assist is horrible. Does not set to eco setting when my phone is away. Also a little confused about how this is considered a "learning" thermostat because it has been about a month and it has not learned my routine in order to adjust simple temp settings like lowering temp to eco in evening and turning up the heat in the mornings. I feel as though I have been bamboozled into spending an obscene amount of money on an over-hyped thermostat. Should have stuck with my $40 Honeywell programmable thermostat. Life lessons...

Just_a_cat
Community Member

I am also having this issue, they suggested I factory reset but I refused because I know it is not going to solve it. My s.o. has the same problem on their phone. I'm on a pixel with Android 12, they are on a Samsung with Android 11. 

What I notice when I check things in the nest app, is it has an alert by the device (only for the device you are looking at settings on). It tells me to update location permission. But it has permission to access my precise location all the time. My s.o. has the exact same situation on their phone. 

you are correct. I did the factory reset thing. No difference at all. they have no idea, just read from a list of 'set fixes'. 

JohnV
Community Member

New problem - now my iPhone recognizes when I am away BUT does not go into ECO mode like it is supposed to!

Hasn't worked since the new year began (hhmm...).

I attached screenshots showing location activity and ECO mode history.

https://www.screencast.com/t/V7JopYQd 

https://www.screencast.com/t/AMSCx6Clhs 

https://www.screencast.com/t/5w0N5k3cj4O 

Anyone from Google monitoring this? I'll try and open a support case....

LifeonMars
Community Member

Similar problems to me, here in UK  In the Thread some one posted an actual email address of a Google Manager to complain to,  As don't think google monitor this thread, I emailed  edge-support

The executive escalation team.

The other thread is here

https://www.googlenestcommunity.com/t5/Nest-Thermostats/Home-Away-Assist-returning-home-always-stuck...

 

JohnV
Community Member

Okay I called support 2 weeks ago and all they had me do was reset everything (evidently they refuse to acknowledge that they have bugs in their code...).

At least the reset has it going into ECO mode when I am away as long as I remember to open the Nest App and let it run in the background...If I let the app stay in the background for too long though, then it won't work so I have to periodically tap on it to bring to the foreground and then minimize it...why can't it just use my location 'Always' as I have it set?

67440dodge
Community Member

Welp, after spending an hour with Google Nest Support trying to resolve this ECO mode Home/Away problem, I've come to the conclusion that the thermostat itself knows you have returned home (as indicated by the app), whether via the motion detector or phone location,  but the thermostat never comes out of ECO mode to enable the schedule.   So, I've turned it off and just going to manually turn heat down when I leave, or reset the schedule when I go away for a trip.  And when the thermostat finally gives up the ghost, I'll buy a Honeywell or other programmable thermostat for about 1/4 the price of a Nest Learning. 

One other thing I noticed while away for holidays.  I checked house temperature while gone, and during the cold snap we had, house temp got to 45F, despite the lower limit being 50F.  So obviously ECO mode did not turn heat on when it reached the lower limit.

DIT
Community Member

I'm experiencing the same problem with the Nest 2.0 thermostat not acknowledging my (or wife's) presence. Our Nest 2.0 thermostat last received a software update on Sept 24th, 2019 to Ver 5.9.4-5, and forcing an update now results in no change.  I've also got (4) Nest Protects on my home network that appear operational.

I had attributed the Home/Away failure to Android 12, with my wife's Pixel 3a and my Pixel 6 both showing an error in the "What Decides" setting of the Nest Configuration screen, indicating "it's been many days since we've heard from your phone".

As I telework now, I am constantly forcing the thermostat (remotely) back into Home mode and bypassing the Eco-Scheduling that was learned by the device. I hope that Google (or Alphabet) hasn't forgotten about us earlier adoptees of the product.

Cmdr007
Community Member

Breath of fresh air reading all these comments. Had Nest Thermostat for 2 years now, I didn’t plan on getting it as I had a Tado system which was fantastic at Geofencing and superior from that perspective unfortunately I had a new boiler & my installer broke it hence why I now have Nest. 
I was under the impression it worked in a similar way to Tado, I wrong on so many fronts, what is the point of a home away assist system that only turns your heat on when you come home. 
As with so many on here H/A assist is useless & just doesn’t work reliably enough to trust it doesn’t matter how many times you sign in/out accounts, reset your phones, re-install the app, reset Thermostat it will inevitably in most cases fail to work whether that be not seeing phones leave or come home, not switch to Eco or switch out of Eco to Heat. 
Also so much missing from the App/Thermostat too such as a simple boost mode say for an extra hours’s heating at night but no you have to turn up temp first from your bedtime/overnight setting and if you go to bed no way for that to revert without manual intervention, how stupid. How about a simple holiday function too that would set Eco for a period of days or hours. 
im fed up of talking to support and giving them suggested feed back on improvements and fixes. 
the latest is they want to replace the Thermostat but that isn’t going to sort the problem. 
I’m still not 100% on how it all works anyway as Google say they don’t track your location so anybody have an idea. Is anybody at Google/ Nest actually trying to resolve or have they accepted that the product and functionality is flawed and cannot be fixed. 

Dannybliss
Community Member

Same problems as all those above - no fix other than support saying it isn't them. Lol ok Google. 

Dannybliss
Community Member

The only fix that has ' temporarily' worked for me is signing out the app then signing back in ( nest app) works for a few hours then goes back to not working.. definitely an app issue 

That works for me for about two days and then it just stopped sensing if I was home or not.

LifeonMars
Community Member

Same for me, signing out and back in

PaulMaddy
Community Member

I can relate to all of the above, having the same issues, been onto Google nest support and they have taken me through various steps to try fix it. Still no luck. Im finding the home/away very temperamental. Sometimes it works . sometimes is doesn't. Definitely a app issue

Cmdr007
Community Member

I think I know what may be going on here, as I mentioned above I previously had the Tado system, very clever as would monitor locations of any phones with the App. So if you just went for an hours walk from home it would know where you were and drop the scheduled heating temperature by about 1c then as you got near to home again it would go back to set temp to ensure the house was warm. Obviously on a long journey on business of several hours or a few days it would do similar but adjust temperature down even more with a safety setting such as Eco as on Nest and do the reverse and ramp up the temperature based off location and heating history as you returned home up the motorway. 

As I now know NLT isn’t so sophisticated so if I go for an hours walk locally it just knows you left but I think it sets some kind of a timer to delay Eco because it isn’t monitoring your position & doesn’t want to turn off heat too soon but after you stay out longer perhaps 2 hours  it will then set Eco but record on the log the original time you left and when you arrive home although as we know it also has a habit of not coming out of Eco even though App. I’m convinced that this was one of the changes on the firmware update although Ii still think there are other things going on too that are not right with App & Hardware. While I’m here on the NLT if you go to reset, there is an ‘Away’ Option, what is that about don’t want to try but is it some kind of history it holds of you leaving?