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. 

[Noelleym]

Me too. Beyond 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.

[Stepho]

I am having the exact same issue. Google really needs to address this issue otherwise isn’t this false advertisement since you can’t actually control the thermostat remotely?

[Flagtime]

Rancocas, check you signal strength.  Mine was below 60.  Added a wifi extender, signal now in high 60's and been working for 2 weeks without going offline in app.

[Flagtime]

The trouble shooting does not fix anything. Done many times. Still the issue seems to be becoming more common.. Now offline more than Online in apps.

[JoElsen]

The trouble shooter is worthless!  The thermostat is ONLINE & WORKKNG only the apps (Nest & Google Home) show it as being offline SINCE google took the Nest over.  And what’s doubly frustrating is you don’t know who to call to talk to about the nest!

[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

[Flagtime]

Have removed thermostat from the app. added the new google app home app and this app is no better, actually worse because it does not give access to controls as easy or atleast i have not found the scheduling, turn on fan, settings in the home app.  Anyway neither app is online more than offline for the Thermostat.

[ByronP]

Hi Flagtime,

Thank you for posting here in the community. I'm sorry that none of the previous steps didn't work and still show offline in the app. I understand how frustrating it could be, especially when you have already removed the thermostat and nothing is working.

For your concern, could you please fill out this form? Our specialist team will reach out to you for further assistance with your issue.

Let me know once you´re done.

Regards,

Byron

[Noelleym]

I’ve done this. Google, Why are you not responding to us?  

[ByronP]

Hi Noelleym,

Thank you for posting here in the community. I'm sorry that nobody has been able to respond to you yet. help's here.

We received your form, and our specialist team will reach out to you soon for further assistance.

Regards,

Byron

[Noelleym]

Tried resetting modem, removing thermostat, deleting app. Adding all back. Still went offline after an hour or 2. 

[Flagtime]

Check signal strength

  Mine was in the mid 50's.  I added a wifi extender and strength increased to mid 60's and has been online since.  Hope those works for you.

[Hector2]

BYRON, I HAVE THE SAME PROBLEM FOR A MONTH AND SENT YOU THE FORM

[JoElsen]

Please send me the form to fill out so specialist can contact me too.  I always loved the nest and it’s app on my iPhone until you Google took over  

[ByronP]

Hi JoElsen,

Thank you for posting here in the community. I´m sorry that you experienced the same issue with your Nest thermostat. I understand how frustrating it is when you have used your Nest thermostat in the past and it has worked well until now. Help´s here.

Please fill out this form, and our specialist team will reach out to you via email for further assistance.

Let me know once you´re done.

Regards,

Byron

[Stepho]

Such a great point. Ours were working just fine too until switched from nest to Google. Not one but BOTH having the same “offline” issues in the app despite being connected on the thermostat. 

[Flagtime]

 check you signal strength.  Mine was below 60.  Added a wifi extender, signal now in high 60's and been working for 2 weeks without going offline in app

[Stepho]

My router is next to the thermostat, and I have multiple WiFi extenders. This is NOT the solution. 

[Stepho]

I’m having the same issue and restarting it does NOT help. 

[Flagtime]

Basco74, check you signal strength.  Mine was below 60.  Added a wifi extender, signal now in high 60's and been working for 2 weeks without going offline in app.

[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 

[Flagtime]

Beautiful, check you signal strength.  Mine was below 60.  Added a wifi extender, signal now in high 60's and been working for 2 weeks without going offline in app

[Beaumix]

Same issue, flawless for years, now the APP disconnects from the thermostat, while the thermostat is still ONLINE. Repeated restarts and repeated app reinstalls do NOT solve the issue.  AGAIN, the thermostat is online with the wifi and the Google servers, NOT THE NEST APP

[ByronP]

Hi Folks,

Thank you for posting. I'm sorry that the previous steps didn't work.

For this concern, please fill out this form. Our specialist team will reach out to you for further assistance on this issue.

Let me know once you're done.

Regards,

Byron

[Noelleym]

so Byron, what’s the status here????

[ByronP]

Hi Folks,

Thank you for posting. I´m sorry that your Nest thermostat still shows the issue. I understand that this could be frustrating since it has been a month now. Help´s here

@Hector2, I received your form, and our specialist team will reach out via email for further assistance. @Noelleym, sorry for the delayed response. The specialist team is still working on your case and will follow up through your email. Please check your email for further guidance. I really appreciate your patience with this concern.

Regards,

Byron

[Noelleym]

How many times do I need to fill out the form?  This would be the third time. Seriously?!

[ByronP]

Hi @Noelleym,

Thank you for posting. Not to worry, I got your case number about the issue, and the specialist team is still working on your concern; they will reach out to you via email for further assistance.

Regards,

Byron

[Flagtime]

Beautiful, check you signal strength.  Mine was below 60.  Added a wifi extender, signal now in high 60's and been working for 2 weeks without going offline in app.

[Flagtime]

Been having this problem for several months. Before December this thermostat seemed to work fine. now in app it is offline more than online and only one of my thermostats is this way.  Others are no problem.  Google is no help in fixing the issue. sorry that i am not able to provide you with a solution.  I will keep trying.

[JoElsen]

There appears to be no solution to google and the nest. I wonder what thermostat they are trying to force us to buy that’s got to be the root of the matter. 

[Noelleym]

completely agree.