Nest Thermostat Cycling on and off and not reaching temperature

[mhdolan2]

I installed the Nest thermostat a couple of weeks ago. It seemed to work initially but a couple of days ago, I noticed that it was not reaching its temperature and would shut off constantly and then start a countdown to when it would restart. I called customer service and they had me disconnect the power and reset to factory settings but that did not work. They even suggested that it was a problem with my HVAC. Once the battery was dead, and without replacement batteries, I reinstalled my old thermostat and it is working fine (so obviously not a problem with my HVAC!). They've ordered me a replacement but after doing a little research online, it seems like this is not an uncommon issue and I am worried that even with a new thermostat, the exact same thing will happen and I'm not sure I want to go through all the hassle (I have to return the old thermostat and reinstall the new one, etc.)...Has anyone had the same issue and were you able to find a cause and/or solution??  Thanks for any help you can provide. 

[zoeuvre]

Hi mhdolan2, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. Let me take a look at this for you.  

A few questions: What type of Nest Thermostat do you have? Have you checked your air filter, as a clogged filter might cause a similar symptom? If the air filter is dirty and needs to be changed, we recommend you replace the filter. Refer to this article for more details. Also, could you help us with the power readings of your Nest Thermostat? Kindly go to Settings > Technical Info > Power if you have the Nest Learning Thermostat or the Nest Thermostat E, and to Settings > Equipment > Power Info if you have the Nest Thermostat 2020.

I'll look forward to your response. 

Best,

Zoe

[mhdolan2]

I was hoping to hear from the community to see if others have encountered the same issue as I did read about similar situations. The AC works fine with the old thermostat so the air filter should not be an issue. A C power line was connected and then disconnected during the trouble shooting (relying on battery) and the issue still occurred so this is likely not the issue. I have disconnected the Nest thermostat so I cannot do anything now but I did want to hear if others have had a similar issue as I may decide not to reconnect (with a replacement).

[zoeuvre]

Hi there, 

Thanks for the follow-up information. Don't give up on us yet. We'd like to further check on this. Could you fill out this form and let me know once you're done? 

Regards,

Zoe

[zoeuvre]

Hello mhdolan2, 

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Thanks,

Zoe

[mhdolan2]

Yes, I did fill out and submit the form.

[zoeuvre]

Hello there, 

Thanks for letting us know. Can you use the same email you have here in the Community to fill out the form so we can further check on it? 

Best regards,

Zoe

[zoeuvre]

Hi there mhdolan2, 

Checking back in — we haven't received your form. Were you able to fill it out? Still need our help? 
 

Kind regards,

Zoe

[Jenelyn_O]

Hey mhdolan2,

Chiming in — I just want to check if you were able to fill out the form. Please let us know once done. 

I appreciate the help, Zoe.

Best,

Jenelyn

[zoeuvre]

Hello there mhdolan2, 

We haven't received your form. Were you able to fill it out? Do you still need help?
 

Thanks,

Zoe

[Jenelyn_O]

Hi mhdolan2,

Please fill out the form. Otherwise, we'll be locking this thread if there is no update within 24 hours. If you need assistance or want to discuss topics, feel free to start a new thread.

I appreciate the help, Zoe.

Regards,

Jenelyn

[mhdolan2]

I resubmitted the form and made sure to use the gmail email in case that was the problem. 

[zoeuvre]

Hey there mhdolan2, 

Thanks for the update. We got the form you've submitted — thanks for filling that out. I'll consider this post complete and lock the thread within 24 hours. Please keep an eye on your email, as someone from our team will reach out to you to assist you further.
 

Cheers,

Zoe