Nest Thermostat and Xfinity

[rcrowe69]

I bought a new Gen 3 Nest Thermostat and went through the install yesterday.  I have Xfinity Internet, with the current gateway (2023).  Using the Google Home app the install gets to the Wi-fi step and then shows "There was a problem connecting to Google.  Try again." (But there is actually no way to try again, and the only option is to exit the setup).  The thermostat says it is connected to Wi-Fi.

I spent a couple of hours on the phone with Nest support, no luck.  I suspected that perhaps it was a firewall issue, and Nest support sent me an article saying that port 11095 had to be open.

Fix: Turned off the firewall temporarily in the Xfinity admin app (https://10.0.0.1)

[Rancocas]

Did turning off the firewall work? My Nest app constantly shows that the thermostat is offline, when it’s not. 

[Markjosephp]

Hello folks,

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

@rcrowe69, thanks for posting and for keeping us in the loop on what you've done to have your concern rectified—give yourself a pat on the back for a job well done!

@Rancocas, how's it going? Have you changed your router settings? I did find a helpful article that covers the router requirements for when the Nest Thermostat is offline. Let us know if you need more help.

Best,
Mark

[Rancocas]

Well after much effort,,Comcast told my router settings are automatic and cannot be changed, so the Nest app goes offline daily. 

[Markjosephp]

Hi Rancocas,

I'm sorry to hear about the ongoing connectivity issues with your Nest app. While Comcast may have indicated that the router settings are automatic and cannot be changed, there are still a few troubleshooting steps you can consider.

• Sometimes, a simple restart can resolve temporary connectivity issues. Unplug your router, wait for about 30 seconds, and then plug it back in.
• Ensure that your router has the latest firmware updates installed. Manufacturers often release updates to improve performance and address compatibility issues.
• If you have many devices connected to your network, it could lead to congestion. Try disconnecting some devices temporarily to see if the Nest app stabilizes.
• If the issue persists, you might want to explore using a different router that allows for more customization of settings. However, be sure to check with them to ensure compatibility with the Nest Thermostat.

I hope these suggestions help in resolving your connectivity problems.

Thanks,
Mark

[Humbum277]

I have had the same issue as Rancocas.  I have done all the resets and I think it's crazy that the router is the issue, there has to be a better solution on the Google side. Xfinity/Comcast is a WIDELY used network provider, there has to be a better solution than what is provided above. This is the only device in the house that has this issue and it's unacceptable as this is one of the primary selling features of the thermostat. 

Someone please provide a more clear solution for this.

[Rancocas]

I have tried and retried everything that has been suggested. Only thing that works temporarily is to turn the Nest ring and check a setting or start the fan, but after a few hours the app shows offline. 

The App Store shows the app is updated monthly for “bug fixes and enhancements”. I keep hoping. 

if you look at the reviews on the App Store, the problem is not uncommon. 

very frustrating. 

i have written to the FCC.