Nest Thermostat connection issues

[Stuart267]

Hello,

Having issues with Nest Thermostat past couple of days.

Thermostat says it's connected to WiFi, app says it it is offline. Rebooting fixes the issue for a few hours then happens again.

Ping fluctuates between 1039-1576

Signal strength 83

I know the ping is a high but stays at this level even when I connect to mobile hotspot so seems to be a equipment issue.

So far I have rebooted thermostat, rebooted WiFi router, forgot networks and reconnected. Continue to have the same issues.

Any advice or help is appreciated?

I am out of warranty so now looking to switch to a different brand of smart thermostat as Google support wasn't much help 😞

[Jenelyn_O]

Hi Stuart267,

Thanks for posting in the Google Nest Community forum. I'm sorry for the delay. I appreciate all the troubleshooting steps you've done. We apologize for the inconvenience you experienced. It’s never our intention to cause frustration or disappointment. Connection interference could cause your thermostat to go offline in the app such as cordless phones, Bluetooth devices, baby monitors and other Wi-Fi devices. A few questions: what type of Nest Thermostat do you have? In what country are you located? Were there any instances that your thermostat shows low power? How far away is your thermostat from the router? Please provide your thermostat's power readout.

You can follow the guide below: 

Nest Learning Thermostat and Nest Thermostat E:

1. Go to your thermostat Quick View menu.
2. Go to Settings.
3. Look for Technical Info.
4. Select Power.

Nest Thermostat 2020:

1. Open the Google Home app tap the thermostat tap Settings .
2. Select the Device Information.
3. Choose Technical Information.

Best,

Jenelyn

[Stuart267]

Nest learning thermostat. UK, no power issues as it's on a stand under constant power. Battery showing 3.9v. USB power 5.10v. Have not added or altered home network in any way to cause the interference. The thermostat has worked fine since set up there on a small table alone about 6ft from the router.

As stated not done anything to alter location or network. The app shows it offline but the thermostat unit shows connected.

Any advice or help is appreciated but I was more or less told by customer services to buy a new one so I might as well consider an alternative which is a bit disappointing 

[LarisaL]

Hi there! Could you please check our recommended WiFi settings to meet the requirements. Please perform a speed test and let me know the results and try the steps from here as well.

[Stuart267]

278mb/s download

34mb/s upload

Ping 24ms

I have even connected to a mobile hotspot with the nest thermostat being the only thing connected less than 10cm away and still have the same issue.

I have added nothing to my network nor any other electrical device in my home. The App says the thermostat is offline, the unit itself says it is online and connected so something isn't communicating with the cloud

[Vladut]

Thank you so much for all the details. Would it be possible to go to the thermostat in Settings>Reset>Network? Please reset it 2 times.

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?

[Stuart267]

Hello, yes I have done this (was also suggested in the help chat) solves the issues temporarily for a few hours then returns. 

I have also disconnected every other network based piece of equipment except for the thermostat which again fixes it for a few hours then shows offline in App, still online/connected on thermostat.

The thermostat is the only item on my network to have an issue, all other are perfectly fine with zero issues or disconnects

[AlexD]

Thanks for letting us know. So resetting it get's it back online but only for a while. In that case let us have a look at the power readings from the display next. Go to Settings> Technical info> Power and let me know what the battery voltage is as well as the Vin and Vusb values. 

[Stuart267]

Battery 3.936v

Vusb 5.11v

Vin 0.00v

Still continually having to restart themrostat or reconnect to network to resolve for a few hour to 2 days max.

App shows offline, Thermostat shows online

[AlexD]

Thanks for reaching out here @Stuart267 and for all the details provided. I am sorry to hear you are facing this behaviour and I'll do my best to try and assist. 

It's great to hear you already tried and troubleshoot it. 

If you haven't already you can try and factory reset the thermostat as well. Though keep in mind this will remove all previous settings and schedules. 

The power readings look good, so power should not be a problem. 

Have there been any changes in the network equipment or internet provider? 

[Stuart267]

No, no changes or additions to the network. 

[TudorL]

Hi there, did you manage to see the last message from my colleague? 

[Stuart267]

No, no changes or additions to the network. 

[Vladut · Accepted solution]

Hi there, just checking in with you. Did you have the chance to check my colleague's last message?

[Stuart267]

No, no changes or additions to the network. Still having the same issues. Will have to start shopping about for alternative 

[mikeylike2007]

Hi there,

I was having similar issues ever since I switched to AT&t fiber. Google was no help at all. I just got a robot vacuum and the instructions recommended separating 2 gigahertz and 5 GHz into two separate SSIDs to avoid connection issues with the vacuum. 

[mikeylike2007]

Accidentally hit reply.. when I made the change to the router I reconnected the thermostat to the 2G channel only. I've had a stable connection for about a week so far. Hope this helps.

[Stuart267]

Tried this over last could of days and today it is constantly showing offline in APP yet connected on Thermostat, so the same issue as I have been dealing with.

Google doesn't seem to know how to fix it, not are they willing to do anything about it.