Nest Thermostat Offline

[jamiebrown1]

Nest Thermostat is in a family seasonal home thousands of miles distant.  It has been offline since Nov 5 (today is Dec 11).  The home network is working fine with cameras, weather station, and RaspberryPi.  I can ssh into the network.  The Thermostat does respond to pings, but is still reporting "offline".  Is there a command I can send to reset / reenable it?

[Jake]

Hey there,

Sorry for the trouble. I wanted to follow up and see if I could be of any help. I found an article that has more details when your device is showing offline. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[jamiebrown1]

Thanks for your response Jake.  I think it was a power glitch in early Nov that knocked some of my devices offline.  A reboot of my router brought the security cameras back online.  But the Nest Thermostat remains offline.  It does respond to pings on the home network, so I assume it has power.  What can you suggest?  I do plan to visit the home in a few weeks.  It would be very nice to turn the heat up before we arrived.

[EdwardT]

Hi jamiebrown1,

Thanks for the response. I'm afraid we don't have an option to troubleshoot it remotely but it's great that it responds to pings. That means that it has power and it would still follow your Eco temperatures. Let us know when you can access the thermostat physically so we can troubleshoot it.

Thanks,

Edward

[jamiebrown1]

Thanks for your interest.  Right now I regret wasting my money buying this Nest Thermostat.  The old standard one was reliable and easier to use.

[EdwardT]

Hi jamiebrown1,

Thanks for the response. We're sad to see you go. We hope we can make it up to you in the future. Let me know if there's anything else.

Thanks,

Edward

[EdwardT]

Hi jamiebrown1,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[EdwardT]

Hi jamiebrown1,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[jamiebrown1]

Hello EdwardT - thanks for checking back, but I'm still an unhappy customer. If the only way to bring the device back online requires physical presence, I call that a design flaw. I cannot use it for its intended purpose. I will be on site in a week or two. If it cannot be brought back online, it goes in the trash.

[jamiebrown1]

Today I'm happy to report that the Nest thermostat came back online.  This after being offline for 6 or 7 weeks.  Whatever process was used to bring it back online, needs to be re-worked.  Either it should be automatic and timely, or at least a known manual procedure.  The rural area where this thermostat exists is prone to power hits and this is not the first time this has happened, just the longest outage.

[EdwardT]

Hi jamiebrown1,

Thanks for the update. I'm glad to hear that it's back online. Right now we can't tell why it went offline as there are a lot of possible reasons. Let's observe it for now and let us know if anything comes up.

Thanks,

Edward

[EdwardT]

Hey jamiebrown1,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 

Thanks,

Edward

[EdwardT]

Hi jamiebrown1,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[jamiebrown1]

Just checked and it's still online.  Something caused it to return to service.  It would be nice to know what.

[EdwardT]

Hi jamiebrown1,

Thanks for the response. Based on  your description, there's a possibility that it has something to do with the battery charge of your Nest Thermostat after the power outage. If the battery goes below 3.7V, your Nest Thermostat would disconnect from the WiFi and would only reconnect after it reaches 3.7V again.

Thanks,

Edward

[EdwardT]

Hi jamiebrown1

I'm dropping by to ensure that everything is covered here. I hope that sheds some light on the issue.

Thanks,

Edward

[jamiebrown1]

Thanks for your attention, but I've nothing new to report.  The thermostat is functioning as normal.  Having experienced several disruptions, what is missing is my confidence.  Monitoring this home from a distance is important to me.  When there is another power flicker, I have a script running that identifies the loss of the internet and will re-boot the modem.  However I have no solution for re-enabling the thermostat connectivity.

[Jake]

Hey there,

I am glad to hear everything is working properly from here, and the device is online. If you're not at home, your thermostat will automatically try to reconnect to your Wi-Fi network at regular intervals as long as it has enough battery power. Please let me know if you have any questions from here.

Best regards,

Jake

[Jake]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[aatienza]

Hello there,

Just checking in to make sure that you've seen our responses. Please let me know if you have other questions or concerns as I will be locking this in 24 hours if I won't hear back from you again. Feel free to start a new thread and we'll be happy to help.
 

I appreciate the help, Edward and Jake.

Thanks,
Archie