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.

[Flagtime]

have you used the Wifi Extender as I mentioned about 4 weeks a go?  This completely fixed my OFFLINE problem in the app.  No issues since adding the WIFI Extender.

[Flagtime]

have you used the Wifi Extender as I mentioned about 4 weeks a go?  This completely fixed my OFFLINE problem in the app.  No issues since adding the WIFI Extender.

[Noelleym]

• I have an extender. No go. My house is small, the router is 10-12 ft away from nest. 

[Baboo1976]

I am continuing having issues with Nest and Google Home APPS  which are showing periodic offline problems for days (up to 16 days showing off line) while the actual 3rd generation Nest Thermostat is showing its connected. The Nest Thermostat is basically functioning as a manual thermostat which I already had. 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 usually can get it back on line if I check all the setting manually on the Nest Thermostat without changing anything and after check the Nest and Google Home APPS they will show the APPS are back on line. I would appreciate any trouble shooting steps.

[NestUser108]

My Nest Learning is new and has had this issue since 2 hours after installing.  I had the non-Learning Nest before but returned it because of the lack of Away mode.  It never went Offline for the 3 weeks I had it.  I want the remote control for a rental property where I have no physical access so if this issue isn't resolved very soon I need a recommendation for different remote control smart thermostat.  I really like the user interface of the Nest Learning but it must stay online.

[ByronP]

Hi NestUser108,

Thank you for posting here in the community. I'm sorry that your Nest thermostat is showing offline after 2 hours of being installed. I understand how frustrating it is when you already try to restart but it doesn't work. Help's here.

I just want to confirm. Did you try the previous steps on this thread?

Please keep me posted. I'll look forward to your response.

Regards,

Byron

[Noelleym]

Tried EVERYTHING multiple times. No luck. 

[Noelleym]

I’m in the same boat. I had to have my neighbor go just **bleep** off the nest. I’m going to try Amazon Eco I **bleep** called. Just saw a new report that it performed best and nest was 4th. 🤦🏻‍♀️

[Tulsagoat]

Just started having the same experiance 

[NestUser108]

I had the same problem where the new Nest Learning appears connected with plenty of battery and 88 signal strength.  I have a community Wifi setup where I have no physical access or control of the network.  I contacted the network provider and they white listed the MAC address of the thermostat which fixed the problem.  I hope this helps others experiencing this problem.

[Noelleym]

I’m definitely going to try that. I’ll keep the group posted. 

[Noelleym]

Google sent me a new device about 5-6 weeks ago. Same issue. I tried everything with my router, no luck. It stayed online for about 8 days but then same issue. Unfortunately I’m away from home for several months. I had to have my neighbor just turn it off. When the app goes offline, the thermostat does not and it arbitrarily changed to HOME mode and was running my AC. PG&E bill $865 while we were not even there. I’m at the end of my tether w google and this issue. I’m going to switch to Amazon Smart Thermostats asap. I have a Nest here in Colorado and no issues it I’ll probably replace it as well. Why after years of the app being fine, is this Gaia d google doesn’t seem to have any answers. 

[Nicykristy]

It appears to be an algorithm issue since Google took over Nest. I never had a problem until Google over took Nest. Now I am looking for an attorney to take on a class action lawsuit.

[Stepho]

Can you please elaborate on what they did, they "white listed the Mac address"? Is that correct?

[Noelleym]

Please more details if possible!

[MicheleS1]

I'm not thrilled that they have not fixed this issue as of yet but I receive an email to pre-order the 4th generation 😐

[ByronP]

Hi MicheleS1,

Thank you for posting here in the community. I completely understand how frustrating it must be to continue experiencing this issue with your Nest Thermostat. Your patience is greatly appreciated, as our team is diligently working on updates to improve it's performance. We value your feedback and are committed to providing you with a seamless experience.

Please don't hesitate to reach out if you need further assistance.

Regards,

Byron

[MicheleS1]

Any update on why the thermostat cannot connect to the app so we can control it from the phone?  I have no problems connecting to the internet.  It just will not connect to the app with the QR code or Key.

[MicheleS1]

My message from Sept went unanswered......it is now November. 

I'm purchasing another brand for Black Friday as there is no fix.  Extremely disappointed in how this was handled by Google.  

[Nicykristy]

I have been having this same issue since Google took over nest. Absolutely NO problems before and now, every time I leave the house for more than 2 hours the APPLICATION states my thermostat is offline. I have been in contact with Google MANY times and have YET to receive a viable answer. I am close to contacting an attorney and filing a lawsuit since, as others have stated, the product worked fine and as it was suppose to PRIOR to Google's take over

[Baboo1976]

update to my Post below. It’s been around 6 weeks since I added a WIFI extender. Since then the Nest and Google Home APPs always show as online. The only time it showed offline is when we lost power and I reset thermostat which  corrected online issue. 

I was having the same problems as you for over 6 months and have tried all the troubleshooting suggestions from Google to no avail. I did read your suggestion on WiFi extender. My signal strength was 60 and the APP going offline still was happening. However I decided to try the WiFi extender even though I shouldn’t need it with the signal strength of 60. The signal strength increased to 88. Its been 2 weeks and both the Nest and Google Home APPS have been on line the whole time. I will update this if the situation changes. Thanks for you suggestion 

[Kb882]

Same issue here, not able to stay connected in the app. It keeps going offline. Please provide a resolution.

[Gg323232]

Baboo1976

[Gg323232]

My app keep saying it's offline why can't we fix the problem  This is an inconvenience

[Noelleym]

Been going on and on and on…we need to dump Nest. Try Eco from Amazon 🤷🏻‍♀️

[RichM73]

I'm having the same problem. Verizon changed my router, and everything on my 'smart house' works fine EXCEPT the Nest thermostat app tells me OFFLINE.  I have tried everything suggested and still nothing. Any help is appreciated!

[Stepho]

Did you ever find a fix??

[bbridge24]

No. They tell you the standard troubleshooting instructions, but nothing fixes the problem.  Occasionally, I'll check the app to see if it's working, and one out of 20 times it'll be working.

[Stepho]

That’s been my experience too. Very disappointing. 

[Noelleym]

I hear you. Google has no answers. I turned mine off in CA because we’re in Colorado and I was unable to control the one in CA remotely. It’s ridiculous. 

[RichM73]

I received a reply from AxelD and this worked for me 

Remove the Nest Thermostat from the Nest App. Go to Settings > Reset > Account connection. Go to Settings > Nest App > Get Entry Key. Setup your thermostat in the Nest App. 

[Noelleym]

Tried this. The app never finished setting up. It’s done this in the past when I tried your suggestion. The app just has a spinning circle and unless you close it and reopen it, the app is buggy. Here’s what I get. Come on Google!!  

 

[Noelleym]

I’ve tried that several times. It doesn’t last. 

[Francis67]

My nest app is offline but the actual is online since yesterday 

[Christtt]

I’m having the same issue as everyone else. I see Google does not care enough to fix it. I’m just going to garbage my Google nest and buy a Ecobee and be problem free. I can’t believe I wasted my money on this overpriced broken thermostat 

[MicheleS1]

I agree with you.  very disappointing.  I'm looking to purchase another brand with Black Friday sales, and will advise others to do so as well.  I'm done waiting for answers.

[Noelleym]

I agree. Clearly customer service isn’t in Google’s interest financially one can only assume. I wish Apple made a thermostat. At lease with Apple it’s extremely easy to get technical support. Shame on you Google. I’ll NEVER buy ANYTHING from Google again. I’m looking for an assistant. So it’s probably going to be Amazon Alexa and Amazon thermostat. 

[Noelleym]

agree. I’m doing the same thing if this is fixed this week. It’s actually gotten WORSE lately. It stays on line for maybe a few hours at most. 

[Noelleym]

hello GOOGLE!  Not a single response to all these complaints. Same issue. If it’s a setting in the modem, can you please fill us in?  If I don’t hear anything back I too will get rid if this Nest. I need cameras. I won’t be buying anything from Google. 

[Noelleym]

Didn’t think it was possible for this situation to get much worse. The app disconnects from the thermostat every hour max. Also, after I reset it which I do regularly, the app isn’t showing the same temperature numbers as the physical thermostat does. GOOGLE, what the heck?  Has google decided to ignore all of us?  You were responding to users but that’s no longer the case.