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Nest Thermostat Gen 2 is working but iPhone app says Nest is offline

goldendogma
Community Member

‎08-10-2023 10:10 AM

Before we changed our internet a few days ago, our Nest learning thermostat and the Nest app on my iPhone 13 were communicating without any glitches. Since we changed our internet, we have the same ISP (Xfinity) but we have a new account (new SSDI) and new modem (ours - Netgear). The thermostat is working fine; it's connected to the new network. And my iPhone is connected to the same network. However, the phone app and also the Nest website says the thermostat is OFFLINE. I've read lots of posts about this same issue and I've done most of the recommended troubleshooting for this issue, with no resolution. I've got to figure the problem resulted from the recent network changes. Anyone have any suggestions please?

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Jenelyn_O
Community Specialist
Community Specialist

‎08-14-2023 04:09 PM

Hi goldendogma,

 

Thanks for reaching out and for being a step ahead of us. The Nest Thermostats disconnect to the Wi-Fi if it experiences low battery issues. The wires connected to your thermostat help to fill the needed voltage in a period of time to reconnect to the Wi-Fi. 

 

Check out this guide:

 

  1. Remove the thermostat from the Nest app.
  2. Go to "Settings" of the actual device and look for "Reset" then select "Account Connection". 
  3. After resetting, reconnect your thermostat to your Wi-Fi then add it back to your account.

 

If the issue persists, share with us your thermostat power readout:

 

  1. Go to your thermostat Quick View menu.
  2. Go to Settings.
  3. Look for Technical Info.
  4. Select Power.

 

Best,

Jenelyn

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