Nest Thermostat Going Offline

[brian11]

My nest thermostat and wifi setup was put in place 3 years ago.  I had no problems until a month or 2 ago at which time the nest started going offline.  It seems to happen when I'm not around and when I either walk up to or touch he nest it goes back online.  I have other smart devices in my network and have no problems with them.  I reset the Nest and router and checked for any software updates for the Nest but it was up to date.  Battery voltage is 3.86V.  I can't be certain but I suspect the Nest is actually connected to my wifi network but the app says it is offline.  How can I fix this?

[Jenelyn_O]

Hi brian11,

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, or if there is a device that interferes with the connection. A few questions: what type of Nest Thermostat do you have? In what country are you located? Do you have a C wire? Also, are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near your thermostat? Those devices could interfere with the Wi-Fi or Bluetooth signal.

Check out these guides:

• For Nest Learning Thermostat and Nest Thermostat E
  1. Remove the thermostat from the Nest app
  2. Go to the "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.
• For Nest Thermostat 2020
  1. Remove the thermostat in the Google Home app.
  2. Go to the settings of the actual  device then look for a factory reset.
  3. The thermostat will say "continue the setup in the Google Home app” after reset.
  4. Add the thermostat back to your account.

Best,

Jenelyn

[brian11]

Hi Jenelyn, Thanks for your reply.  It is a nest learning thermostat purchased in 2020.  I am in the US, yes on the C wire (voltage was 3.86V which I assume is good), no such devices close to the thermostat and this is happening when no one is around.  It seems that as soon as someone is around (definitely if someone touches it) it comes back online.  It appears that in fact the thermostat is connected to the wifi since my router shows it as connected when the app says it is offline.  I already did the steps you show for the Nest learning thermostat, ie removing it, factory reset and adding it back in and that did not fix the problem.  As I said in my initial post this was working fine for 3 years and all of sudden this started happening, was there an update implemented recently that may have caused it?  I checked that it was up to date but I don't think I can tell when it was last updated.  Thanks, Brian

[Jenelyn_O]

Hey brian11,

Thanks for the follow-up. Do you have a C wire? If you don't have one, you might need to consider installing it for your thermostat to get additional power or have a Nest Power Connector as a substitute for the C wire. To isolate the issue further, try to use a different mobile device and install the Nest app and see if your thermostat would show offline there.

Regards,

Jenelyn

[brian11]

Hi Jenelyn,

I do have a C wire and battery voltage is good, 3.86V.  I just checked on my iphone, ipad and imac and all say it is offline. 

Thanks, Brian

[Jenelyn_O]

Hi there brian11,

Thanks for the update. We'd like to check it further. Please fill out this form and let me know once you're done.

Kind regards,

Jenelyn

[brian11]

Thanks Jenelyn, I just filled it out and submitted it.

[Jenelyn_O]

Hello there,

I received your form. I'll hand it over to our team. Please keep an eye on your inbox or messages as they will get in touch with you soon.

Cheers,

Jenelyn

[brian11]

Hi Jenelyn,

I have not gotten any emails, when should I expect to get one?

Thanks,

Brian

[Jenelyn_O]

Hi there,

I'm sorry that it's taking too long. I made a follow-up on your case. Please bear with us, as our support will message you, as soon as they can. 

Kind regards,

Jenelyn

[brian11]

Jenelyn,

I still have not been contacted, can someone contact me so we can fix this problem?

Thanks,

Brian

[Markjosephp]

Hello again.

@brian11, we know that this has taken some time. Rest assured, we're not leaving you hanging. I’ve made a follow-up with our team; I'll get back to you as soon as I have something to share.

Thanks for your assistance here, Jenelyn.

Regards,

Mark

[Markjosephp]

Hey Brian,

I know it has been a while, but I wanted to ensure that everything was covered here. 

Let me know if you need anything from me. I am seeing how the conversation is going. You should see an email update to you from our senior support way back on December 2 in your inbox. Please respond to the message and continue the conversation to move forward.

Also, it looks like everything is complete on our end, so if you have any future questions or concerns, feel free to create a new thread.

Warm regards,
Mark