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Nest Thermostat keeps dropping offline

Dflak
Community Member

I paid for a company to install two nest thermostats in my house. The installation of the downstairs thermostat went OK. We could not install the upstairs thermostat. The wiring and wifi are good. We had to contact nest support. They told us to remove the downstairs thermostat. We did this THEN we could get the upstairs thermostat to install.

We went back downstairs and added the downstairs thermostat back on.

It appeared to work then. Today I checked and the downstairs thermostat was offline for the past 3 days. I reset it and it came back on line and dropped off three hours later so I reset it again and it dropped off line 4 hours later.

This is most definitely NOT a WIFI issue. My router is 15 feet away from the thermostat and has a direct line of sight. There is nothing but empty airspace between the thermostat and the router.

So, how do I return the thermostat for a new one and can I get Google to pay for the re-installation? I bought the thermostats from Duke Energy.

 

10 REPLIES 10

EdwardT
Community Specialist
Community Specialist

Hello Dflak,

 

Thanks for reaching out. I'm sorry to hear that you're having an issue with one of your Nest Thermostats. I'd love to know more about this and I have a few questions:

 

  • What type of Nest Thermostat do you have?
  • How is your Nest Thermostat wired?
  • What is the power reading of your Nest Thermostat?

Looking forward to your response.

 

Thanks,

Edward

Dflak
Community Member

I went back to ground zero and reset all parts of the system from thermostats to router to phone to app. So far they've been hanging in there for the past two days.

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

Thanks for the update. I'm glad to hear that its been working fine. Please observe it for now and let us know if anything comes up.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

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

Dflak
Community Member

It dropped off yesterday then came back on its own and then dropped off again and I had to restart it and it stayed on over night.

 

 

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

Thanks for the update. Could you check the battery level of your Nest Thermostat when it drops? Also, how is your Nest Thermostat wired?

 

Thanks,

Edward

Dflak
Community Member

I had it installed by a professional about two weeks ago. The unit is brand new, so I hope the battery is too. I check in on the device at least once a day. I assume that there would be some warning if the battery were malfunctioning.

I just rechecked and so far, it is hanging in there for the past couple of days.

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

Thanks for the update. I'm glad to hear that it's been working fine. In case it happens again, please check the power readings of your Nest Thermostat by going to Settings > Technical Info > Power.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

I understand this has been a frustrating experience. We'll make sure to learn from this and take it as an opportunity to improve.

 

Thanks,

Edward

EdwardT
Community Specialist
Community Specialist

Hi Dflak,

 

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