Nest Thermostat Offline in App

[johnmmcparland]

My Nest thermostat frequently shows as Offline in the Nest App however, the thermostat itself is working fine.

I.e., I can still turn heating on via the thermostat device, but cannot control it via the App.

I've ensured the wifi connection is correct, and router settings are compatible (no other WiFi connected device in the house has issues).

I have a Virgin Media router in the UK.

The only workaround I have is to remove and readd the thermostat to my account which is not a good solution.

Is there anything else I can do to keep the Nest app online?

[sicsacol]

Hi @johnmmcparland,

Thanks for reaching out in the community forum. I'm sorry to hear your Nest thermostat shows as offline in the app. I understand that controlling your Nest thermostat via the app can be really helpful. Don't worry, let's work together to figure out the issue you're experiencing. To help with that, I have a few questions for you:

• What type of Nest thermostat do you have?
• Are there any error messages or code?
• Can your Nest thermostat find other networks?
• Was your Nest thermostat previously connected to your network?
• Please send us a picture of your Nest thermostat showing the network issue.

Any additional details you can provide will be helpful.

Sincerely,
Jonathan

[johnmmcparland]

Hi, thanks for responding.

It is a Nest Learning Thermostat E.

The nest thermostat itself is fine.

 

But it's the app which shows as offline

 Both of those pictures were taken a few minutes ago.

The nest was previously connected to another WiFi network in the same house.

I have performed a factory reset on the thermostat since the new network was installed.

It can see other networks, which are likely from neighbours homes, but it not connected to any of them.

There are no error messages on the thermostat.

Thanks,

John

[sicsacol]

Hi @johnmmcparland,

Thanks for your response, appreciate the information shared.

Based on the picture, it seems you have a Nest Learning Thermostat (3rd gen), not a Nest Thermostat E. No worries. please answer the following questions:

• How far is the thermostat from the router?
• Can your thermostat detect your network?
• Can other devices connect to your network?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
• To confirm you're not getting any error codes, go to Settings on your thermostat display. Once you're there, don't press anything. Please take a picture of that screen, and share it.

Keep me posted.

Cheers,
Jonathan

[johnmmcparland]

Thanks Jonathan.

I checked the Nest thermostat this morning and today it was connected to the app. I'll take a picture of the settings next time it isn't.

In answer to your other questions.

The thermostat is in a room directly below the router. Distance approx 4-6metres.

The thermostat can detect, and is connected to, my network.

The thermostat is several metres away from other devices connected to the network. Nearest would be a sky tv box approx 5m away.

All other devices in my home, including tv boxes, Alexas,  laptops, phones have a consistent network connection.

The problem remains isolated to the Nest App saying it is not connected and happens at least once a week.

[sicsacol]

Hi @johnmmcparland,

Thanks for your reply. I'm glad to hear your Nest thermostat is back online.

To confirm, now that your Nest thermostat is online, does the app still show it as offline? I also suggest power cycling your modem by unplugging it for two minutes and then plugging it back in to see if that helps.

Please let me know how it goes.

Cheers,
Jonathan  

[johnmmcparland]

Hi,

to confirm - the issue always has been that the Nest App shows the thermostat offline at least once per week.  The thermostat itself has never shown an error.
It happened again last night after I replied to you, but I did not get the chance to take a picture of the Thermostat.

I have power cycled the router too.  This is what I usually have to do to bring the Nest App back online. 

I will post a picture of the settings when it's offline again.

John

[sicsacol]

Hi @johnmmcparland,

Thanks for the update.

Based on your response, it seems the issue happens once per week. I recommend restarting your Nest thermostat. Also, if possible, create a mobile hotspot and connect your Nest thermostat to your mobile hotspot to check if the issue isn't with your network. If you believe the Nest app could be the cause of this situation, make sure the Nest app is updated.

Any additional details you can provide will be helpful.

Regards,
Jonathan