Nest App shows thermostat as offline, but the actual Nest is online

[Penninmt]

I have 3 nest thermostats to control separate zones of my house.  They have been working for nearly 5 years without much hassle.  Recently I noticed they were all dropping connection,  but not at the same times.  They were indicating low battery, so I suspected the batteries are getting reduced life and they were not connected with a C-wire.  I have since run a c-wire to resolve the issue on two of them, and they still periodically show offline in the APP/web interface, but when I check the actual thermostat it shows connected to an account and online, with no power issues.  I have attempted restarting the thermostats, router, confirmed up to date software,  Assistance is greatly appreciated. 

[Jenelyn_O]

Hi Penninmt,

Thanks for reaching out and for being a step ahead of us — I'd love to help.

Connection interference could cause your Nest Thermostat to go offline in the app such as Cordless phones, Bluetooth devices, Baby monitors and other Wi-Fi devices. How far away is your thermostat from the router? Also, try to use different mobile devices and install the Nest app and see if it would show offline.

You can visit this link for more information.

Best,

Jenelyn

[Jenelyn_O]

Hi Penninmt,

I wanted to follow up and see if you still need help. Please let me know if you're still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Best,

Jenelyn

[Jenelyn_O]

Hi Penninmt,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this thread in 24 hours.

Best,

Jenelyn

[Penninmt]

Apologies,  I have not been able to investigate based on the suggestion you have provided.  I plan to provide detailed response to your questions tomorrow. 

[Penninmt]

Jenelyn,

Thank you for following up with me on my post.  I have check on my phone, and tablet, and from the web portal on 2 desktop PCs, and show consistent statuses on all devices.  At the moment all 3 of my thermostats are showing online.

The data for the two that show offline the most are as follows.

Thermostat A, 6-7 ft from router, shows signal strength of 81.

Thermostat B, 20 feet from router, shows signal strength of 70.

Router is a Netgear RAX48.

The most stable one is:

Thermostat C: connects through wired access point (Netgear EX7000) located 15 ft from access point.

Regards,

Matt

[Jenelyn_O]

Hey Penninmt,

Thanks for the update and for the follow up information. I'm glad to hear that all of your Nest Thermostats are consistently shown online.  I suggest monitoring it further to make sure everything is working fine. 

Best,

Jenelyn

[Penninmt]

Jenelyn,

As you had suggested, I checked and the nest app did show one thermostat (Thermostat B from previous post) offline when I did.  I checked on both my phone app and web page on a PC.  The technical info is as follows.

-Nest Weave: Status: Connected. Remote control unavailable.

-Network: Signal Strength 71

The other two thermostats are showing as online from the APP and web portal.

[Penninmt]

Jenelyn,

I wanted to follow-up to see if you had any further advice regarding the condition described above. 

[Jenelyn_O]

Hi there,

Thanks for the update. I'm sorry for the delay. Could you please go to your Nest Thermostat Settings, then Technical Info and Power? Check your thermostat power reading. It should be 3.8 or 3.7 above to stay connected to your Network.  

Best,

Jenelyn

[EmersonB]

Hi everyone,

@Penninmt, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Thermostat? We would appreciate it if you could share the information we're asking above. We'd be glad to hear from you.

Thanks for lending a hand, Jenelyn.

Regards,
Emerson

[EmersonB]

Hey Penninmt,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.
 
Best,
Emerson