Lost Thermostat and temp sensor in Nest App

[Jesse33823]

I am not sure what happened here but I woke up Christmas morning to find my Nest Thermostat and my temp sensor were both gone from my Nest app on my phone.   I have never had an issue with any of my nest products until yesterday.  2+ years now.

I was able to add the thermostat back in the app and I have that working but the temp sensor will not add no matter what I do.  When I go through the "Add Product" tab, I scan the box, it recognizes the sensor and on the next page I get an error message that says:  "Something went wrong. We're having trouble communicating with the Nest service right now"

Here's what I have done thus far..... Nothing seems to work. I cant get the temp sensor reconnected to the thermostat.

1) Checked the Sensor battery voltage...3.03v so its good.

2) Took the Battery out of the sensor for 10 mins, reinstalled it, Rebooted the Thermostat and made sure it reconnected to my wifi, tried to reconnect the sensor....Didn't work.

3) Rebooted my phone & thermostat, tried to reconnect sensor...  Didn't work.

4) Rebooted the modem, router, my phone and thermostat and tried to reconnect sensor.... Didn't work.

5) Removed the thermostat from my account/app and then deleted the app from my phone. reinstalled the app and added the thermostat. Thermostat added with no problem. Tried to add the temp sensor and got the error again. Didn't work.

I am at a loss here, I have tried multiple posts on here suggesting ways to get the sensor reconnected and each time I get the same error message "Something went wrong. We're having trouble communicating with the Nest service right now" 

I have been trying to get the temp sensor reconnected for a couple days now with no luck.

Can anyone shed some light on this situation and help me come up with a resolution. The way my home is set up, I really need the sensor present to cool and heat my home comfortably. Without it, my bedroom is either way too hot or cold... 

Thanks in advance for your help...  

[AmyG52]

Same thing happened to me. Unable to add thermostats back to app because I’m unable to enter the entry code. Extremely frustrating:/ 

[Jesse33823]

That stinks. I was able to add my thermostat back in but the temp sensor is giving me an Error "We're having trouble communicating with the Nest service right now."

It is very frustrating.

I own thousands of dollars of Google products...   Pixel phone, thermostats, sensors, cameras, streaming device, etc but I am quickly getting to the point of dumping all Google stuff for another brand. They are becoming more and more unreliable.

[Jesse33823]

I have never, in my life experienced such poor customer service as I have with Google lately.

I have literally thousands of dollars of Google products in my home, 2 pixel 6 pro phones, Nest, temp sensors, Google hub, cameras, streaming devices and l have never been more frustrated with Google as I am right now.

Woke up Christmas Eve and found both my nest and temp sensor were no longer associated with my Nest app. I was able to re-add the thermostat but it will not let me re-add the temp sensor.

Keeps giving me an error "We're having trouble connecting with the nest service"  been saying this for 3 days now. Will not let me add the temp sensor back to the nest.

Sat on the phone with Google support for 3 hours and kept getting transferred to another person. This last person "Ivan" hung up with no warning leaving me with no resolution to the issue.

I am soooo frustrated with poor Google support.

My sensor still gives me the error its having trouble connecting to the nest service. 🤬

[Jesse33823]

I have spend 3 hours on the phone with Google support and I have to say, they are horrible to deal with!

Nobody knows what to do and I keep getting transferred from person to person... 

Soooooo  FRUSTRATING!

[Markjosephp]

Hello folks,

I'm sorry to hear about your frustrating experience with our customer service. It's disheartening when issues arise, especially during the holiday season. The inconvenience you've faced with your Nest products is undoubtedly frustrating.

@Jesse33823, I understand that you had to spend three hours on the phone and ultimately faced a disconnection without a resolution. That's certainly not the level of service one would expect, especially given the investment you've made in our products. I'd be happy to address this promptly.

Can you share with us your support ID number so we can review how it went and check for more options to reconnect your Nest Temperature Sensor?

For @AmyG52, could you tell me more about your setup issue? Are you having issues adding your Nest Temperature Sensor as well? Also, which type of Nest Thermostat do you have?

If there's anything specific you'd like assistance with or if you have any questions, feel free to share, and I'll do my best to help.

Best regards,
Mark

[Jesse33823]

Thank you!

[8-3399000035978]

[Markjosephp]

Hi Jesse33823,

Thanks for sharing it. It appears to have escalated to our higher tier of support. Please allow us some time to thoroughly investigate the matter and coordinate with the relevant teams. We understand the urgency and will do our utmost to expedite the resolution. Rest assured, we will keep you informed of any progress or updates regarding your case.

In the meantime, if you have any further questions or concerns, let me know.

Warm regards,
Mark

[Markjosephp]

Hi there,

We truly apologize if this is taking longer than expected. Let me know if you need anything from me, but I am just seeing how the conversation is going with our higher tier of support and the representative you have spoken with from your shared case ID number. Did you hear back from support regarding this thread? Please reply back to his email for the update and continue the conversation there about the status.

Best regards,
Mark