My nest app is showing offline while the actual nest devices is showing connected

[Baboo1976]

I installed the 3rd Generation Nest Thermostat. My Nest, Google Home and Alexa apps all are showing periodic offline problems while the actual Nest Thermostat is showing its connected. When I check the Nest Thermostat to see if its connected afer all of the Apps show the Thermostat is back on line. Checking the battery level its always over 3.8 Volts. Checking Xfinity router it shows strong connection to Nest Thermostat. This continues to happen over and over. I am 80 years old and got the Thermostat for when we are away to adjust the temperature but this problem defeats the whole purpose of getting it. I would appreciate any trouble shooting steps.

[Rancocas]

I’m 73 and have the same problem with the iPhone app. Dozens of calls to Google.  No resolution. Very frustrating. 

[Basco74]

The same problem popped up on my thermostat app this week after operating flawlessly for three years. Have had no response from google. 

[ByronP]

Hi folks,

Thank you for posting. I'm really sorry that the thermostat went offline unexpectedly. We know how important it is to maintain a comfortable home environment.

Here's a helpful guide on troubleshooting a Nest thermostat offline issue, which can help you identify and fix the problem.

I hope this helps.

Regards,

Byron

[Rancocas]

As I have said again and again, it’s not the thermostat that goes offline. IT’S THE NEST IOS APP THAT GOES OFFLINE. 

Sorry to say this, but no one has come up an answer yet. 

[Baboo1976]

I agree my Thermostat works fine and NEVER goes offline. However, as you said when checking from the Nest or Google Home App it shows offline. More so on the Nest APP. The reason I got the Nest Thermostat was to control it remotely. It does come back online where I can control it after several hours or sometimes a day. This happens when I am home or away. I have used all the troubleshooting steps, but they are for the Thermostat being offline not just the APPS only showing offline. Any help would be appreciated.

[ByronP]

Hi folks, 

Thank you for posting.

I'm sorry for the misunderstood. If the concern is on the Nest app, please try to remove the Nest Thermostat from the app and then re-add it again. Also,  on the physical Nest Thermostat, please go to settings, select reset, and finally select account connection, and try to add it again following the prompts.

Let me know if this helps.

Regards,

Byron

[Rancocas]

So far Google Nest engineers have not been able to fix the problem. What I don’t know, is the Nest app a problem just on IPhones or also on Android