Nest App thermastat issues

[Patrick22]

My app has worked perfectly for years. Now my 3 cameras still show fine but the 2 thermostats keep saying they are OFFLINE. The actual thermostats are working properly but we can only adjust them manually. We had a power surge 3 days ago but power, internet, cable, etc all came back on within seconds. I don't know if this could have caused the problem but I tried rebooting everything and nothing works. 

PLEASE HELP! We are leaving my 90 year old Mom here alone this weekend and we have to be able to regulate the heat. 

[maedacortez]

Hi Patrick22,

Thanks for reaching out. I understand that your Google Nest thermostat devices say offline in the Nest app, and I'm happy to help!

Before we proceed, I need to ask a few questions to better understand the situation:

• Did you recently change your Wi-Fi provider or Wi-Fi settings?
• Is your Google Nest Thermostat displaying any error codes?
• Have you tried re-adding your Google Nest Thermostat to the Nest app? If so, what error code (if any) did it display during the re-adding process?

I look forward to your response.

Regards,

Manuel

[Patrick22]

Thank you for responding so quickly. We have had no changes at all to our Xfinity Wi-Fi. Our cable, internet and our Nest cameras are all working fine. The actual thermostats just say that the they have been disconnected for 2 days. Fortunately the heat still is working as per the settings. 

The problem is the Nest app on my iPhone still shows the 3 cameras as normal but the 2 thermostats just say that the thermostats are off-line.

I have no idea what a "re-adding process" is ?

Please help! It is probably a very simple thing to resolve but I am afraid I will make matters worse if I start trying out different things.

Thank you 

[maedacortez]

Hi Patrick22,

Thanks for your reply. Here's how to reconnect your Google Nest Thermostat device online with very simple steps.

On the Nest app:

1. Tap your thermostat device.

2. Go to Settings.

3. Select Remove.

On your Google Nest Thermostat device:

1. Tap Settings.

2. Select Reset.

3. Choose Account connection and reset.

To re-add your Google Nest Thermostat to the Nest app:

1. Open the Nest app.

2. On the home screen, tap Settings.

3. Tap Add product.

4. Tap Continue without scanning and then select the type of Nest thermostat that you're trying to add.

5. Follow the Nest app's instructions. When prompted, type in the entry key on your thermostat's screen.

I hope this helps!

Regards,

Manuel