Nest Thermostat and Nest Learning Thermostat both disconnecting

[henrysnewman]

I had the Nest Thermostat and was having problems with the thermostat going offline from the application and web browser both while at home and while outside our home getting worse over the last 6 months. I checked firmware, and the Wi-Fi connection and found nothing.  4 other Nest cameras connected to our home network never went offline during the same period nor did any other device and we could get to the internet during this time.  I therefore attributed this to the Thermostat and purchased a new Nest Learning Thermostat, which was installed Friday and sadly has exactly the same problem. I have found that if you touch the thermostat and it wakes up it reconnects.  I also found that anywhere between 20-60 minutes it does get back online. I have a mesh network with Netgear Orbi RBS750 and rebooted satellite and connected the thermostat to main router no changes still disconnected. I have reviewed all logs in the router and see nothing.  Starlink shows no disconnects and the thermostat has the same IP address, so it is not connecting and disconnecting I believe.  This is clearly some odd Wi-Fi problem but I cannot for the life of me figure it out and the thermostat provides NO logs so I can see nothing.  Any idea what is the problem?

[moralesvicente]

Hello henrysnewman, 

Thanks for posting here in the community forum. I’m sorry to hear your Nest Learning thermostat is disconnecting from your Wi-Fi network. Don't worry, I’m here to assist you. 

If your home network isn't showing up on the thermostat or you want to switch to a different network, please check out this article. Troubleshoot setup: The thermostat doesn’t show your Wi-Fi network; take a look at all the steps to isolate the situation. 

This guide will help you troubleshoot repeated disconnects or offline status in the Nest app or on the thermostat. Check out this article: Nest thermostat is offline.

Please let me know how it goes, and keep me updated.

Best regards,

Daniel. 

[henrysnewman]

Daniel as stated above the router shows connected to the thermostat both old and new.  On the thermostat it shows offline.  If I dial the thermostat to the network (both old 1 and new 1) it immediately goes online.  It is like the thermostat is going to sleep and reconnected once I do anything on it both old 1 and new 1.  

So the above help is not the problem.  Please carefully read what I wrote the thermostat is connected it shows connect on the router but is offline once it does online it has the same IP address

[moralesvicente]

Hello henrysnewman,

Thank you so much for keeping me updated. I’m sorry to hear that your Nest Learning Thermostat is still not connecting to your WiFi network. Don't worry, so let's explore more options.

Please help me out with some questions.

• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• How far away is the thermostat from the router?
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
• What's the software version of your thermostat?
• Do you see a blinking LED light? If so, is it red or green?

Please keep me updated so I can provide you with further information.

Regards,

Daniel 

[henrysnewman]

Daniel. Thanks Here are the answers.

• Are you trying to connect to the 2.4 GHz or the 5 GHz network?-I did not try I let it auto connected and it was 5 GHz.  The single on my phone next to the thermostat is 5 bars as is my laptop there so it is not a spurious connection
• How far away is the thermostat from the router?-I have mesh and forced a router connection as I thought the problem might be the satellite. (only 1 time as a test that made no difference). the router is about 45 feet through a wall in the laundry room.  With the router 5 bars on the phone that I put next to the thermostat.  The default connection is the satellite in the master bedroom. No walls and 45 ft.  
• Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?-No nothing in the way that causes interference.  We have no baby monitors or phones other than cell. It is in the hallway no where near the kitchen appliances.  Also note that the router has connections to 2 google camera (outdoor with floods lights and door bell. The satellite has connection with 1 google outdoor with flood lights no neither have drops)
• What's the software version of your thermostat?-Software 6.2-27 it just updated when I installed it on Friday last week

• ---

  Do you see a blinking LED light? If so, is it red or green?-  I do not and I am not at home now.  The system always connects when I touch the dial as mentioned.   And as mentioned the router show it is connected and the IP address even thought I did an experiment and when it was disconnected added a new device and the router still shows when it came back online the same original IP address for the thermostat.   

[moralesvicente]

Hi henrysnewman,

I appreciate you staying informed with me. It seems the Wi-Fi network is working fine; in this case, I'm gathering information to isolate the trouble, so help me with these questions.

• Does your thermostat have a C wire installed? Check out this article: Learn about the common or C wire. Sometimes, if you don't have this wire connected to your system, your thermostat may occasionally disconnect from Wi-Fi.
• Could you tell me the battery level on your thermostat? Go to the option settings, tech information, then power.

Please keep me posted to get more information.

Regards, 
Daniel. 

[henrysnewman]

Here are my answers:

• Does your thermostat have a C wire installed? Check out this article: Learn about the common or C wire. Sometimes, if you don't have this wire connected to your system, your thermostat may occasionally disconnect from Wi-Fi.- Yes we have a C wire and for 3 years+ the old thermostat never disconnected.  Hence why I thought/debugged it was a WiFi issue and purchased a new 1.  
• Could you tell me the battery level on your thermostat? Go to the option settings, tech information, then power.-Battery 3.91 volts  I checked on both old and new about the same

[moralesvicente]

Hey henrysnewman,

Thank you so much for this useful information. I'm glad to provide you with more assistance.

• In this case, I can suggest some steps: Try to put the thermostat at least 12 feet from the WiFi router; this is the recommended distance.
• Check if the thermostat can connect to a mobile hotspot. To further check your Nest thermostat's connectivity, could you try to connect it to a mobile hotspot?
• Soft reset: On the thermostat’s display, go to Settings, Reset, and Restart. The thermostat takes a few moments to restart and boot back up.

I'll be here, waiting for your response.

Regards,

Daniel.

[henrysnewman]

Daniel thank you for the response.  Here are my answers:

• In this case, I can suggest some steps: Try to put the thermostat at least 12 feet from the WiFi router; this is the recommended distance.-The router is about 35 feet away and the satellite is about 20 feet away.  The problem happens on both even with the satellite off. 
• Check if the thermostat can connect to a mobile hotspot. To further check your Nest thermostat's connectivity, could you try to connect it to a mobile hotspot?-I tried and it connected but I had to have my phone close and did not see the disconnect but the dial was constantly on. 
• Soft reset: On the thermostat’s display, go to Settings, Reset, and Restart. The thermostat takes a few moments to restart and boot back up.-I did that on the old thermostat no difference about 2 months ago. New was basically was a startup and loaded new firmware so it basically did the same as reset.

[moralesvicente]

Hey henrysnewman, 

I really appreciate your taking the time to perform these previous troubleshooting steps. 
In this case, please fill out this form to escalate your case to a higher department. No worries; one of our specialists will be contacting you via email. Once you're done, let me know.
Regards, 
Daniel.