Nest App won’t connect to Nest Wi-Fi Pro, but there is no issue connecting with cellular

[rbab]

I have 3rd gen Nest Thermostat and a Google Nest WiFi Pro mesh network. When trying to connect to the Nest app via my WiFi I get the following error, “There was a problem connecting to the Nest Service.” I can however connect if I turn my WifI connection off and use my cellular data with no issues. I can also connect to the thermostat using the Google Home app, but the functionality is limited, such as scheduling. I have rebooted, reset, etc. When I first installed the thermostat I was able to connect via the Nest App and my mesh Nest WiFi. I have just noticed this issue in the last month. I think the Nest Thermostat had a new update around the first of May, I wonder if that could be the problem?

[nerys]

Hi rbab,

Thanks for posting in the community!

I understand it's frustrating when you try to login to the Nest app but get an error. No worries; I'm here to help! Before we get started, I'd like to confirm some information with you. Can you tell me what the make and model of your device are?

Also, there are some steps we can take: 

• Check that you're using the latest version of the Nest app.
• Clear the Nest app cache.
• Try with a mobile hotspot.
• Restart your phone.
• Try with a different device (mobile or tablet).

Hopefully, taking these steps can solve this situation. Also, if you have more questions for me, feel free to reply to this post. I'll be happy to assist further.

Best regards,

Nery.