Nest 3017US learning thermostat goes OFFLINE hourly

[lsiegel123]

reinstalled phone nest app. restarted phone. all no help. no other internet issues. battery 3.94.

PROB: get message "1 hour ago OFFLINE".  if hold phone near nest and push nest ring twice phone  connects. then goes off again. prob repeats.

[Jenelyn_O]

Hi lsiegel123,

Thanks for reaching out. Connection interference could cause your Nest Thermostat to go offline such as cordless phones, Bluetooth devices, baby monitors, and other Wi-Fi devices. A few questions: were there any instances that your thermostat shows low power? How far away is your thermostat from the router? Please provide your thermostat power readout. 

You can follow this guide:

1. Go to your thermostat Quick View menu.
2. Go to Settings.
3. Look for Technical Info.
4. Select Power.

Best,

Jenelyn

[BillS67]

I found the ONLY solution for my Nest Learning Thermostat going OFFLINE several times a day was to RESTART the thermostat, which I do multiple times a day. I've tried everything else that I have found suggested with NO help at all. RESTART, RESTART, etc. The frustration is when I'm out, I cannot move the temperature to a comfortable level since the Nest Thermostat is normally OFFLINE.

[Jenelyn_O]

Hi BillS67,

Thanks for letting us know and for being a step ahead of us. I'm sorry for the trouble. A few questions: in what states are you located? Do you have a common (C) wire? Please provide your Nest Thermostat's power readings by going to your thermostat's Settings > Technical Info > Power.

Regards,

Jenelyn

[BillS67]

Jenelyn,

I am in Medford, New Jersey

Yes, "C" wire connected

Power = 3.929V

Voc = 32.66

200ma

Regards,

Bill

[zoeuvre]

Hi folks,

@BillS67, thanks for getting back to us and I appreciate the steps you took in solving this matter. 

I see nothing wrong with the power readings that your Nest Learning Thermostat is currently reading. Since you've already restarted the thermostat with no changes to the thermostat's situation, at this moment, I recommend you restart the router and modem and try to connect again. Then, if the same thing persists, proceed to factory reset your Nest Learning Thermostat by going to Settings > Reset > All Settings.

Let us know how it goes.

I appreciate your input, Jenelyn. 

Kind regards,

Zoe 

[BillS67]

Zoe,

I've restarted the router. No change, still goes offline often.

I guess I'll do a factory Reset on the Nest and go through the set up all over again.

BTW, the Nest states its software is up to date.

Regards,

Bill

[zoeuvre]

Hi there,

Thanks for the follow-up. We want to make sure that everything will be taken care of —  I’ll keep this thread open and wait for your update after you do a factory reset on your Nest Learning Thermostat by going to its Settings > Reset > All Settings. 

Best regards,

Zoe 

[BillS67]

Zoe,

Factory reset done on Nest thermostat yesterday. Unfortunately, it went offline last night and again today. Still no solution. Software BUG, I'm sure, since My Nest is only one of many that exhibits the offline issue / problem.

Next steps??

Regards,

Bill

[zoeuvre]

Hello there, 

Thanks for the follow-up. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done?

Best,

Zoe 

[BillS67]

Form done

[Jenelyn_O]

Hi there BillS67,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

I appreciate the help, Zoe.

Cheers,

Jenelyn

[BillS67]

As ERB requested, here is the photo:

[zoeuvre]

Hey BillS67, 

Thanks for keeping us in the loop. For the safety of our community members, this post was edited to remove personally identifiable information. You may provide all relevant information in the email sent to you by our team and continue conversing from there. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

Cheers,

Zoe