Home/Away going crazy

[erezb]

I am a happy customer of the nest thermostat for several years. Starting 1-2 months ago my home/away routings are going crazy.

My setup:

1. Nest Thermostat 2020

2. Presence sensing is on. Only the thermostat sensing is on. Phone location is off and was like that from day 0

3. Google Home app (IOS) and thermostat  SW/Firmware are up to date. Only one phone/app is controlling the thermostat

4. Home/Away routines set to Eco/Comfort based on the scenario.

Before describing the problem. I have tried Factory reset several times, Connecting to a another google account before/after factory reset, disabling/enabling the Home/Away routines. Uninstalling and installing the app.

Scenarios A:

1. I am at home and making sure the app status is at home

2. After leaving home Nest update status to away and set to Eco - So far so good

3. When I return home, Nest set temperature to comfort but App status stays away

4. Now, the next time I leave home nothing happens (Nest stays on comfort temp, App stays in Away because it never switch back to home in step 3)

5. I can manually set to Home/Away to "reset"

6. This scenario is repetitive

Scenario B: (Not repetitive)

1. At night  Nest switches to sleep at 10:30 PM

2. Sometimes, during night, Nest decides that no one at home, switch to Away and set temperature to Eco

3. Status at app switch to Away

4. In morning, One of two scenarios is happening:

    A. Thermostat doesn't turn the heat on because the status is Away instead of sleep

    B. If I walk by the Thermostat in starts to heat but status on the app stays away

Any help would be appreciated.

Thanks

[AndersC]

Hi @erezb,

Thank you for posting in the community. I'm sorry to hear you're experiencing inconveniences with the Home/Away feature. I appreciate you providing the details of the scenarios you're experiencing. I'm happy to assist you.

To determine the reason why you are experiencing this, please provide the information requested below:

• How many family members are associated with your account?
• Do you have any schedules set up?
• Are you subscribed to Nest Renew?
• Have you checked your phone's location settings?

Please keep me posted. I'll be waiting for your response.

Regards,

Anders

[erezb]

Hi Anders,

1. Only one family member is associated with my account. The account is signed in on a single phone

2. I do have schedules. They are very simple. Comfort 7:30AM, Sleep 10:30PM. All week days follow the same schedule. Week ends Comfort 08:30AM, Sleep 10:30PM

3. I am not subscribed to Nest Renew

4. My phone location settings for Home app is off, The presence settings in the app is turned off for phone as well.

Thanks

Erez

[AndersC]

Hi @erezb,

I appreciate the information you provided.

Based on what you mentioned, let's try to troubleshoot this inconvenience by following the steps below:

1. Make sure your thermostat is online.
2. Check that the Nest device is set to respond to Home and Away changes in the app.
   • Go to Automations > Home or Away Routine under Household Routines > Check if the Nest device is listed under Actions.
   • If the device is not listed under Actions, tap Add action > Tap the check box next to the device name > Next > Enable the toggle for the device to respond to Home and Away > Add Action > Save the routine.
3. Toggle the Home/Away button.
   • In the app, Toggle the Home/Away button from the top of the Favorites tab, then check if the products are working as intended.
4. Check the location settings in the phones associated with your account.
5. Restart your mobile phone or clear cache.

Please keep me posted.

Regards,

Anders

[erezb]

Thanks Anders,

I have done the procedure above several times but it didn't resolve the problem.

Please note, phone location isn't relevant because presence sensing is turned off for phone location.

I believe that there is a bug in the system, probably on the server or app side since the firmware didn't change for a very long time. 

This might be strange because if the firmware didn't change it still doesn't explain why in the middle of the night the thermostat switches to away while in sleep mode.