My cellphone is offline

[shellY69]

Can someone please call me.

[Acstorm55]

Go next to the thermostat with your phone and try to connect,  it worked for me.

[darwin_092262ba]

Saj

[MelbaDT]

Hey folks, 

Thanks for your suggestion, Acstorm55. 

shellY69, while we can't call you, you could always reach out to our support team via phone or chat here: https://goo.gle/3ie15Ae However since you're already here in the Community, could you share more details about what you need help with? What specific Google or Nest device is this? Also, are you getting a specific message or code?

Tell me more — I'll be glad to help. 

Best, 

Melba

[MelbaDT]

Hey there, 

Checking back in should  you still need help here. Let us know by replying to this thread. 

Best, 

Melba

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba

[shellY69]

No one has helped me with this.

[MelbaDT]

Hey shellY69, 

Thanks for getting back to us and we're sorry if you feel that way. We'd love to get into the bottom of this. 

Could you share more about your concern? What specific Google or Nest device do you need help with? Also, are you getting a message or a code on it?

Best, 

Melba

[shellY69]

my nest modle is Backplate-5.4

The only message is on my phone and is says offline. It worked fine up to a mo th ago.

See if you can help me.

Thanks

Bob Boyle

609-425-3760 

[MelbaDT]

Hey Bob, 

Thanks for this added information. 

Were there recent changes made on your thermostat or WiFi network before you got this offline message on your app? Is it showing offline only on your mobile phone or across all mobile devices? Also, can you still manually control your thermostat? It would also be great if you could provide a rundown of the steps you've tried if you've done some so we could pick up from where you've left off. 

Best, 

Melba

[shellY69]

It is only the app settings on the phone the nest is online and I can use it manually. 

[MelbaDT]

Hey there, 

Got it — have you tried logging into another mobile phone or using a computer's browser at https://goo.gle/2qjvVSU if the issue persists? If yes and there are no changes made on your WiFi network, please follow the troubleshooting guide here: https://goo.gle/2CvVAL2

Keep me posted on how it goes. 

Best, 

Melba

[MelbaDT]

Hey there, 

It's me again — how's it going with your thermostat now? Have you had the chance to try the suggested steps on the link above?

Best, 

Melba

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba