Home away not working

[Rich8]

Home away was working fine until we changed mobile providers.   Everything checks out all history is correct on the app and I’ve checked all other settings.   Could it be because we’ve changed mobile providers, one is on GiffGaff other on Tesco both O2.   Any help appreciated.  

[maedacortez]

Hi Rich8,

Thanks for reaching out. I understand that Home Away is not working properly, and I am happy to assist you! Before continuing, I need to ask some questions to better understand the situation.

• What troubleshooting steps have you tried?
• Is there another home member using their phone location?
• Are there other devices (thermostat, Protect, Nest speakers, and displays) contributing to Home & Away?
• Is your Google Nest thermostat device connected to the Wi-Fi?
• What model of Google Nest thermostat device do you have?

I will be awaiting your response.

Regards,

Manuel

[Rixington43]

There appears to be an ongoing issue with home away assist and phone location tracking. Several users have reported this (3 in my family alone).

I've spoken with support who are aware of the issue so I would imagine there will be an app update soon with a resolution. The last update was end of Feb which lines up with when I first noticed the issue.

[lufc87]

Yeah mine hasn't been updating properly i.e. heating when I'm miles from home for a few months now