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!

[Mmrph]

The problem is NOT the thermostat itself because it is online, but the iPhone app is the issue and shows offline. I removed the thermostat from the app and reinstalled it and that solved the problem for a few days, but the issue came back back again today. I’m considering replacing Nest with a different brand.

[Stepho]

I’ve had the same experience. Deleting and reinstalling was only a temporary fix. I too am looking for a different brand of thermostats since Google isn’t addressing our concerns. Please let me know if you have recommendations. 

[Noelleym]

Hello GOOGLE!  Pls respond. 

[ByronP]

Hi Folks,

Thank you for posting. 

Please confirm if you have already tried the above steps for your issue.

If you've done the previous steps and they still don't work, please fill out the this form, and our dedicated team will reach out to you via email for further assistance.

Let me know once you're done.

Regards,

Byron

[Stepho]

I have tried all above steps multiple times. Nothing works. I filled out your form. 

[ByronP]

Hi Stepho,

Thank you for posting. You're right; this will be addressed. I got your form; our specialty team will reach out to you via email for further assistance. 

Regards,

Byron

[Stepho]

Great thank you! Looking forward to finally getting a resolution. 

[Stepho]

Hello. What turnaround time should I expect to hear from someone on the “specialty team”?

[Stepho]

@ByronP following up on my question from Friday. Thank you!

[ByronP]

Hi Stepho,

Thank you for posting.

I just want to confirm: did you fill out the previous form for further assistance?

Keep me posted. I'll look forward to your response.

Regards,

Byron

[MicheleS1]

I filled out form 7/9/24.  Please respond. Have the thermostat hooked to the app was the main reason for this purchase.  My two thermostats are connnected to my network but are not able to be connected as a device on the app 

[ByronP]

Hi MicheleS1,

Thank you for posting here in the community. I'm sorry that your Nest thermostats don't show up on your Nest app.

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

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

Regards,

Byron

[Tulsagoat]

Same here...

[Noelleym]

I am having same issue and would like to know what other brands you are considering?  I guess there aren't enough of us out here for Google to address this.  

[bbridge24]

Hi Byron, please read the initial review carefully and read the reviews of the app on Google play. A ton of us are having the same issue with the app saying the thermostat is offline but the physical thermostat is saying it's connected and working just fine. The troubleshooting guide everyone is giving us is related to the thermostat being offline but this doesn't fix our issue. This is a major problem with the app and thermostat communicating! Was never a problem for years, now it's content and very frustrating. 

[bbridge24]

Hi Byron, I see I was late to the game and you've tried addressing everyone issues. It sounds like everyone is not getting help either. A problem you can't fix, but apparently Google can't fix it either. 

[Tulsagoat]

None of this worked,

[CElser]

I have used the troubleshooting methods you’ve provided and remain having the same issue. Please help this is quite frustrating. 

[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.

[Noelleym]

I have an extender and a small home...theres no reason for this except a bug in the app.  I have another nest in Colorado and this is not happening but I have it in AWAY mode so when I'm back there is a few weeks I'll see.  Meanwhile, I'll be gone and this Nest will not be accessible to me.  I need a different product.

[ByronP]

Hi Noelleym,

Thank you for posting. I understand the frustration about the inconvenience of your Nest thermostat, that it keeps offline and nobody can help. But not to worry; let me check other options.

I just want to confirm: did you receive the email that was sent to you?

Have you attempted to reply to the provided options and questions?

Please keep me posted.

Regards,

Byron

[Stepho]

The response I got was that they couldn’t help me because the thermostats are no longer under warranty… however plenty of people are having this issue with new thermostats!!! I simply don’t understand why I should have to purchase a new one when there’s no guarantee I won’t encounter the same issue? Is there a compatibility issue with my current unit that doesn’t exist with the current model? Also the issue lies with the app NOT the actual unit that shows it’s connected and ONLINE. Furthermore this seems to be an issue for a number of other individuals with new units, what is the resolution for them? This seems like false advertising. Please help as I am pregnant and this is causing me a lot of anxiety as we enter brutally hot Texas summer weather. I am a loyal Googlecustomer and am hoping for a better resolution.

[Stepho]

@ByronP i would really appreciate a response to my above questions. Thank you!