Nest Thermostat disconnects from app if I'm not on the wifi

[DaveK1]

As long as I stay on the same wifi network, the Nest app works just fine.  After I leave the wifi and try to access over cellular, the app says the thermostat is disconnected.

I've tried all the troubleshooting steps recommended on other posts.  Factory reset, changed wifi network, reset wifi, updated app, etc.

I have three other Nest thermostats that work just fine on the app.

[jenniffert]

Hi DaveK1,

Thanks for reaching out to the community! I'm sorry to hear that your Nest thermostat gets disconnected from the Nest app if you turn on the cellular data. I understand how concerning it is since, once you leave the Wi-Fi network, you get a "disconnected" message on the app, even though your other thermostats are working as expected. Help's here! 

I also appreciate all your efforts in trying to fix this inconvenience. Just to clarify and continue investigating, I want to ask the following:

• What type of Nest thermostat do you have? Here’s a helpful article about how to identify your thermostat model.
• Is the thermostat disconnecting when you switch to cellular data at home, or is it happening when you're away and trying to use it remotely?
• When the app says the thermostat is disconnected, have you checked if the thermostat itself is also disconnected from the Wi-Fi network, or is the inconvenience only with the app's connection?
• Do you only have one Wi-Fi network, or are there others?
• Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) between 3 and 50 feet from the Nest device?
• Are you using an Android or iPhone operating system?

Please keep me posted.

Best regards,

Jenniffer

[DaveK1]

Hi Jenniffert,

Thanks for replying.

• What type of Nest thermostat do you have? 
  • Nest Learning Thermostat 3rd gen
• Is the thermostat disconnecting when you switch to cellular data at home, or is it happening when you're away and trying to use it remotely?
  • It happens when I'm away and trying to use it remotely.  I don't have Home/Away turned on.
• When the app says the thermostat is disconnected, have you checked if the thermostat itself is also disconnected from the Wi-Fi network, or is the inconvenience only with the app's connection?
  • It is just with the app's connection.
• Do you only have one Wi-Fi network, or are there others?
  • I've tried both networks available to me and it does the same thing.
• Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) between 3 and 50 feet from the Nest device?
  • Yes, it is about 12 feet away.
• Are you using an Android or iPhone operating system?
  • iPhone.

Additional steps I took today: removed the app from my phone and reinstalled.  Factory reset the thermostat.

It still did the same thing.

Please help.  I have three other Nest thermostats and they all work great.

DaveK1

[jenniffert]

Hi DaveK1,

Thanks for following up!

I appreciate all the information you've provided. In this case, since you've already tested with two networks and performed the most important troubleshooting steps on your Nest Learning Thermostat, I suggest checking the following:

• Check if the Nest app has access to cellular data in iOS settings. Refer to View or change cellular data settings on iPhone.
• Check if your router has enabled power-saving mode (PSM) and the recommended settings. For reference, you can check out this article: Update Wi-Fi network and router settings.
  

Let me know how it goes.

Best regards,

Jenniffer

[DaveK1]

Hi Jennifer,

 The app does have cellular access as I can see the other thermostats in my account at different locations. 

I’ll have to check on the power saving mode because this thermostat is installed in a condominium with internet access provided by the building. If I were to guess, though, I would say PSM is not enabled. 

DaveK1

[jenniffert]

Hi DaveK1,

Thanks for following up!

I appreciate your patience and cooperation. Please let me know once you've verified the router settings so we can continue troubleshooting the thermostat's behavior in the Nest app.

Keep me posted.

Best regards,

Jenniffer