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.

[ByronP]

Hi Stepho,

Thank you for posting. I'm sorry for the delayed response.

It seems that all the information was already provided via email from the specialist team. Please review your email from the submission date to verify the responses. @Noelleym, Thank you for your reply to the email. We got your responses, and they are still working on your case. Please check your email for future updates. I'm really sorry for all the inconvenience and delayed response. I really appreciate the effort in this situation. @trampcorpse, It seems that the information submitted is incomplete. Please fill out this form again, and make sure to fill out all the information. Let me know once you're done.

Please keep me posted.

Regards,

Byron

[NestUser108]

My Nest Learning is new and has had the same problem since 4 hours after being installed.  Actually it could have been 2 hours after being installed.  I just restart the thermostat to bring it back online but is no solution.  I will be returning it soon if the issue isn't resolved.  Looking for other smart remote control thermostats if anyone has recommendations.

[Noelleym]

what email?  What questions?  I’ve sent you the form twice. I don’t see anything else you sent that asked me for anything. 

[ByronP]

Hi Noelleym,

Thank you for posting.

Since you filled out the form, the specialist team sent you an email and asked you a few questions to investigate your issue. Please check your email; all the information was sent to you.

Keep me posted.

Regards,

Byron

[Noelleym]

I responded. I don’t see my responses in the thread. Please confirm you’ve received the requested information. 

[Noelleym]

I answered everything. Why are my responses not showing up in this thread?  Why is the thread not in chronological order?  I’m so over Nest/Google. Wish Apple had a smart thermostat. They’re far from perfect but dear lord, they are A+++ compared to Google. I’ll NEVER BUY ANYTHING FROM YOU AGAIN. 

[ByronP]

Hi folks, 

Thank you for posting. 

I understand the frustration about this inconvenience, and we are still working on this issue. Let me assure you that this will address it for future updates. I really appreciate the effort and patience on this concern.

Regards,

Byron

[trampcorpse]

I have received no emails.

[Hector2]

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

[Noelleym]

It's been over a month and No ONE has responded.  This is ridiculous. This week it's been offline more than online.  I filled out your form, your Notre from June 1 said someone will be in touch...crickets.  I don't know what to think at this point, Google support is deplorable.  

[Tulsagoat]

The same generic responces to the issue.  Google already knows there is an issue...does filling out the form expidite the process???

[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

[trampcorpse]

I have filled this out a while ago and no response.

[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. 

[Tulsagoat]

I tried that a couple of times...does not fix the problem

[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.

[SuHu]

same has happened to me

[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

[Noelleym]

honestly?  What’s the deal here?  This has been going on for months. We’ve filled your form, twice for me, and then we hear nothing. It’s the same old no help response. Google could learn from Apple about customer/technical support.  I was considering a Google phone, that’s a big no. 

[Stepho]

I would like an update as well. 

[trampcorpse]

I have done this.

[ByronP]

Hi trampcorpse,

Thank you for posting. I got your form; our specialist team 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.

[Stepho]

Please stay diligent in your follow up with Google. There are way too many of us having the same issue, they need to address this!!

[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.

[Baboo1976]

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 

[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.