Nest Thermostat E keeps showing the temperature is 32F

[Steve111]

Hi, I’ve had my nest thermostat E for a while now and it has worked fine. As of yesterday, the current temp displayed has been 32F. I have been unable to turn on the AC due to this. 

I have no idea why it keeps saying it’s 32F. I have tried restarting, resetting, I checked the wires in the back to make sure they’re properly installed, and I’ve also turned off my breaker for the AC while doing these things. I’ve also removed it from my account and re-added it m, but to no avail. I am out of ideas and am completely bewildered as to why this is happening out of nowhere. Any help would be appreciated!

[zoeuvre]

Hi Steve111, 

Thanks for posting here in the Community forum, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, please answer the following:

What type of Nest Thermostat do you have? Also, do you have a room thermometer? If so, take a photo of the thermometer next to the Nest Thermostat. Both the thermometer and thermostat screens should be visible in the photo and show the difference in each other’s readouts.

I'll look forward to your response. 

Best,

Zoe 

[Steve111]

Hi Zoe,

Thanks for the reply. So in my title it states it’s a Nest Thermostat E.

We don’t have a separate thermostat, but whatever the thermostat would read, you can trust me that our home is not 32 degrees Fahrenheit lol. 

[zoeuvre]

Hi there, 

Thanks for getting back to us. Please follow these steps: 

1. Restart the thermostat. 
   • On the thermostat’s display, go to Settings ResetRestart. The thermostat takes a few moments to restart and boot back up.
2. Turn on Sunblock. 
   1. On the thermostat display, go to Settings Nest SenseSunblock.
   2. Select Yes to make sure Sunblock is on.
3. Check if the thermostat is near a heat source. 
   • Nest thermostats in the U.S. and Canada are typically on a wall. Check if the thermostat is near:
     • Air vents that direct warm air
     • Appliances (that includes large televisions)
     • Electrical outlets
     • Plumbing (hot water pipes in old buildings are frequently not insulated)
     • Warm air in the wall
     • Other potential heat sources (If the thermostat is near heat sources, there’s a high possibility that there’s a heat source behind the wall detected by the thermostat and that’s why they have incorrect temperature readouts so we recommend to relocate the thermostat if it's possible). 
4. Check the thermostat’s network connection. 
   1. Disconnect the thermostat from the Wi-Fi network for 24 hours to monitor the ambient temperature, and contact support afterward. To disconnect the thermostat from the network, select Settings NetworkDisconnect.
   2. If the ambient temperature readouts return to normal 24 hours from when the customer disconnects the thermostat to the network, it means the Wi-Fi router causes the heat.

Let us know how it goes. I'll look forward to your response. 

Regards,

Zoe 

[Steve111]

Hi thanks for the reply. Unfortunately, the suggested steps didn’t work - my thermostat still reads 32F. The only thing we can do to use our AC in this 100F weather is to run it on Test Mode. And that only lasts up to 30minutes at a time.  It’s so dangerous to have a thermostat break in this specific way because not only is every other function of the thermostat fine, but I have 2 young babies and we can’t afford to have an unreliable thermostat device. Really hoping that Google/Nest can identify exactly how to fix this. If there isn’t a proper fix for this, we will be purchasing a non-Nest thermostat as we cannot afford to have problems like this again. 

[Markjosephp]

Hello folks,

I wanted to ensure that everything was covered here.

Thanks for looking into this, Zoe.

@Steve111, I'm sorry to hear you're having an issue with your Nest Thermostat showing an incorrect ambient temperature. We'd like to take a look at this for you.

Could you please fill out this form with the needed information? A member of our senior support team will be in touch over email to help.

Best,
Mark

[Steve111]

Hi Mark,

I just filled out the form asking for what the issue was. Having filled this out, does this mean that I need to rehash my conversation from this thread to another person via email? 

[Markjosephp]

Hi Steve111,

Thanks for submitting the form; we have received it. No worries; I'll cascade this to our senior support, so you won't need to reiterate it. So please keep an eye on your email for any updates from the team. I'll leave this thread open for a little longer for follow-up questions and concerns.

Best regards,
Mark

[Steve111]

For anyone else who is reading this thread, I filled out that form, submitted it, and waited several days before getting a reply. I then waited a few more days after providing some info, and this is what the “senior support” sent me to help me with why the temperature kept reading 32F:

“Thanks for getting back to us. I've checked your device from our system and found out that it's no longer covered by our warranty. To know more about our warranty, you can visit this link.

For your reference your case number is 0-9876000034849. If you need more help, you can contact us again and reference this case number or reply to this email to reopen your case.

Have a new question? There are lots of ways to get back in touch with us below.”

The senior support is basically saying since it’s out of warranty, I’m not going to help you. It’s been a really disappointing customer service so far. 

[Markjosephp]

Hi Steve111,

I'm sorry for the experience. I understand the frustration of knowing that it's no longer under warranty. Our team looked for possible options for you, but there is just one thing to add to all the steps you have taken.

Have you tried covering the wall with a duct seal compound at the location where the thermostat is installed to close the penetration in the wall and serve as an insulator? Sometimes, the installation of the thermostat steel plate or trim kit can help solve the issue. 

Regards,
Mark