Nest App is off-line

[Babs744]

I have been having issues with my Nest App on my phone for days now.  Both of my Gen 3 Thermostats are showing online.  I have gone through all troubleshooting so hear me when I tell you that the Thermostats are both online, connected to my wifi and working properly.  It's the dang App that is causing me issues.  The App keeps telling me that both my thermostats are offline, which is false information.  I go and make sure the thermostat is indeed online, by checking the wifi connection, which is still connected and tells me I'm online.  Then I close out of my app, reopen and it will show that the app is connected to my thermostat, only for it to show it's disconnected and offline when I check my app later.  However, both thermostats have not lost their connection as I check them often since this nuisance issue has begun over a week ago.  SO.....what is going on?  Where is the glitch.  I have an iPhone 14 and it's updated to the latest software.  My next is updated as well.  I think some help is needed...and please don't tell me to make sure my router is updated or needs restarted.  That has been checked and done several times.  I'm getting extremely frustrated.  Thank you. 

[Jenelyn_O]

Hi Babs744,

Thanks for reaching out. I appreciate all the troubleshooting steps you've already performed. I'm sorry for the trouble. To confirm, in what country are you located? Let's try to set up your Nest Learning Thermostat again to be connected in the Nest app. 

Follow the guide below:

1. Go to your thermostat Quick View menu.
2. Select the gear icon for Settings.
3. Turn the ring and look for Reset..
4. Choose Account Connection.
5. Once your thermostat is back in, connect your thermostat to your Network.
6. Once it is connected, go back again to the Settings and look for the Nest app option to get the Entry Key.
7. Go to the Nest app on your phone and proceed adding your thermostat to your account using the Entry Key.

Please let me know how it goes.

Best,

Jenelyn