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.

[Christtt]

After receiving a new thermostat which made no difference a Google tech trouble shot with me. My starlink placed the wifi connection to the google thermostat as a 5g, the thermostat can run on either 5g or 2.4g, however, the thermostat runs best on 2.4g. Go to settings in the thermostat change the network to “split 5 & 2.4”, then create a new 2.4 network on your router if need be. Thermostat should then work properly. Other alternative is to connect the thermostat directly to a different hub such as Home Assistant, but that’s also complicated. The best solution is to not buy a nest in the first place. 

[Christtt]

Disregard, after testing it for a couple days I’ve found it works better than before but it still fails approximately %10 of the time. Cannot trust a Google thermostat. I’m not risking damage to my house. Getting rid of it  

[Noelleym]

I did the same thing and have had the same experience: IT GOES OFFLINE CONSTANTLY!  I read somewhere that the Nest Server needs IP v6. My xfinity modem when I logged in as admin, couldn’t perform the IPv6 connection. After creating a 2.4 GHz network as you said, I was hopeful but nope. Like you, I’m getting the same crap with OFFLINE. Google has lost all my cur and future business as far as hardware devices. My nephew works there and he has a iPhone. Hmm…wonder why??Ecobee here I come. 

[Stepho]

I too have Xfinity. What is IPv6?

[Noelleym]

Internet Protocol (IP) but v6 is the latest version. I’m wondering if this is the issue?  Besides setting up a 2.4 GHz network which didn’t fix it, this IP v6 is the ONLY thing I can think to troubleshoot. I’ll be playing with it and if needed will call Xfinity’s support (UGHH!). I’ll keep you posted. Unbelievable that google is trying to sell us on the newest Nest 4 learning device. Seriously Google?

[fjleon]

late to the game, i am experiencing this too. to everyone that has said "it's not the thermostat since it shows online", i have to tell you it is the thermostat because i have two and only happens to one of them. it's not a signal issue (this thermostat is literally 3 feet away from the router).

it's a hardware issue. even Home Assistant shows the thermostat as online. the issue is that the wifi radio somehow stops working / enters sleep.. if you go and wake the thermostat and go to the network settings, it will show back online in less than a minute.

unfortunately i bought the thermostats back in June 2023 so they are out of warranty by now. by the way, the second thermostat failed and had to be replaced, so it is fair to say these devices don't have high quality

[Stepho]

What is it going to take to get some real answers from Google???

[Flagtime]

How is your signal strength?  I always thought mone was good then added a cheap range extender and wa la mine stopped showing off line.  Good thing is the it still runs perfectly while off line in app.  Hope this helps. 

[bbridge24]

Signal strength is strong. My router is only 20ft away. I still lose connection. 

[PamnyRN]

I have the exact same problem and exact reason you bought it for control while away and being able to adjust temp prior to arrival , did you get to work ?if so how 

[bbridge24]

I still haven't found a fix after dealing with this for a year...  I guess my next fix is to try a different thermostat. 

[Baboo1976]

Hi I did get a wi-fi extender which has helped. My signal strength went from 60's to 80's. However, it still goes offline, not as much, so it didn't correct the issue. Bottom line would never buy any hardware from Google again. 

[Dreus]

Same problem here but with google protect... App always says it's offline but still it's showing lights and all... Google why not just design a product that works? And wouldn't this problem have come up in the developing phase when designing it?