Nest Application shows offline, thermostat is online

[Rob2022]

I have had a Nest thermostat for just over a year and recently the application switches to offline when sending a command from it.

Eg, I turn off eco....it waits about 2 mins, turns off eco and then the app says the thermostat is offline (which it isn't as I can see it in my mesh network). This happens when on the same network or when away from home. It will then stay offline for about 15-20 mins and then sometimes comes back online. When I finally get back into the app, it shows that the 'turn off eco' command has worked- I try to move the temperature, it will again complete the task but then flick offline again. Only in the app does it show offline- the thermostat reports connection and the app as 'connected'.

Are there any ports I need to open or settings I can try? I'm currently connected via a TP-link Deco X20-4G (Vodafone) with two deco M9s - the thermostat is connected to the 4G router.

Ping on the thermostat usually hovers around 800ms, wifi signal strength 86 - thermostat is in the same room as my router (which has a ping of 50ms on average), general bandwidth of my connection is 10-15 mbps upload 15-30mbps download.

I have assigned a static IP for the thermostat and opened ports 443 and 9543, uPNP is enabled. Battery is 3.94 volts and I must have reset the connection and reconnected countless times. Its currently connected to the guest network on the 2.4ghz band only.

Reason I'm currently using 4G is I will be moving house soon, but even with this connection, it should be enough to do these simple tasks? Or do I just wait to get back on 'proper' broadband again and hopefully these issues will fix themselves?

This possibly could be unrelated but if try to use the app, and it flicks to 'offline/not connected to wifi' as soon as I go to the thermostat and move the temperature manually the app springs back to life and says its online. Its like something is 'asleep'.

Software version of the thermostat is 5.9.5-2 - which is from last year- is this the most up to date firmware?

Heatlink was replaced 3 weeks ago - Model Amber 2.5, Software 2.1.2-1

I have factory reset the thermostat once, reset network settings about 10 times

[AlexD]

Thank you for all the troubleshooting and information @Rob2022 . It is great to see you already checked a lot of details such as the ping on the thermostat. 

Should you wish you can have a look here at the recommended network settings for our devices. 

Just to check, do you have multiple networks available at the location? Just to see if it behaves in a similar way when connected to a different one. 

[AlexD]

Hi, I wanted to check in. Do you need any further assistance? If so, make sure to let me know. 

[Rob2022]

Hi Alex, just the one network

[Rob2022]

I have just moved house, so have completely reset my network and will test again from the new location when I have my heatlink reinstalled and will double check that I'm using the recommended settings. Thanks

[DragosC]

Thanks for the details. Could you tell me please if you've checked the following article, Troubleshoot wireless interference ? Some objects/wireless devices from your home might interfere with the WiFi connection. Also, please provide me with a picture from Settings > Technical info > Network.  

[Rob2022]

Hi. Thanks for the tips. I will reopen a new thread if I have issues (I still do not have the Nest installed at my new house)

[DragosC]

No worries. Have a good one! 

[AlexD]

I will go ahead and close this thread. Make sure to open up a new one if anything comes up!