Google Nest Community

Rick- · ‎09-24-2023

We have had our nest learning thermostat for several years and have had no issues up until about 4-5 weeks ago. It is going offline and shows a low battery message. I removed the unit and charged via a USB but this is only a temporary fix as the batteries continue to drain and only last about 6 hours before having to be disconnected and recharged again .

After searching the support site, I found an article that indicated the thermostat needed to be replaced, so I purchased a new identical thermostat (Nest Learning Thermostat 3rd Generation), and the new thermostat is doing the same thing.

There is power getting to the thermostat, but the battery drains faster that it charges. The wifi seems to shut down when the battery reaches about 3.65v.

Wiring has not changed, nor has the AC unit. Since I now have 2 of the same thermostats, I took one and installed on my second AC unit where I have an Ecobee installed. The same thing is happening on that unit, so it is not the HVAC units. (the Ecobee is now reinstalled and working fine)

Something has changed with the Nest Thermostat recently which is causing this. I would prefer to keep the Nest thermostats, but they simply are not working properly.

I really think this is related to a recent software update. How can a new software bug be reported to Google, and can a rollback to the previous version of software in the device be requested?

Any help would be greatly appreciated?

Rick

RenzJ · ‎09-26-2023

Hi Rick-,

Thanks for posting here in the Google Nest Community forum. We're sorry for the trouble this may have caused you — let's see what's going on. Please answer the following:

Are you from North America or Europe?
Gather Nest Thermostat power reading in the Settings > Technical Info. (VOC, VIN, LIN and Battery Level.)
Send us a photo of the Nest Thermostat wiring and Control Board wiring.
Is there any wiring reports or alerts on the thermostat display during the time it was installed?
Is there a C wire connected to the Nest Thermostat.

I look forward to your responses

Cheers,

Renz

Rick- · ‎09-29-2023

Hi Renz,

Thank you for the reply. I was able to get in touch with Nest Support and while they were very polite the only resolution they could offer was to purchase a different product. I reiterated that I have been using Nest on the same systems for a few years and these problem just started recently. I requested that they open a L3 support ticket with software engineering. They said that they would, but they could not guarantee if a resolution could be determined and reiterated that the only way to solve this was either reinstalling the original thermostat or purchasing a different product.

To answer your questions above:

This is in North America
VOC 37.37v, Vin 36.80v, LIN 40ma, Battery 3.714v. With the next support tech I also verified the AC voltage levels between the red wire and all other wires, and that level was 25v ac
Wiring: Y1 - Yellow, G - Green, W1 - White, Rh - Red
No errors or messages during the install
No C wire is connected. The technician said that I could try having one added, but based on the readings and symptoms could not guarantee that it would help.

Jenelyn_O · ‎10-01-2023

Hi folks,

@Rick-, thanks for keeping us in the loop and for providing the information being asked above. It looks like you have fine power readings. I'd like to take a closer look at your case. Could you please provide your case ID number?

I appreciate the input, Renz.

Best,

Jenelyn

Rick- · ‎10-01-2023

Hi Jenelyn, unfortunately I did not ask for the case number before the call ended.

Jenelyn_O · ‎10-01-2023

Hi there Rick-,

No worries, please check your inbox and see the date when you contact our support, as they might send you your case ID number.

Regards,

Jenelyn

Rick- · ‎10-02-2023

They did not send an email either.

RenzJ · ‎10-02-2023

Hey everyone,

Thanks for checking, @Rick-. Please look into your junk mail, spam mail, and promotional emails. The email from our support team might have gone there when they sent it to you.

Keep me posted.

Thanks for the help here, Jenelyn.

Best,

Renz

Rick- · ‎10-03-2023

Hi Rena, I checked everywhere and do not have the email. I might have permanently deleted it as I was clearing junk email.

I would we left the Support team could find the details based on my email or phone number.

Thanks

RenzJ · ‎10-03-2023

Hello Rick-,

I appreciate you checking on this. The team would like to learn more about this. Please fill out this form and let us know when you’re finished.

Best,

Renz

zoeuvre · ‎10-06-2023

Hey there,

We haven't received your form. Were you able to fill it out? Do you still need help?

Thanks,

Zoe

SeyedHashemi · ‎11-01-2023

Hello,

I have been experience times that the Nest thermostat, is offline while it is connected to the wifi and once going through the screen the message "NETWORK NOT CONNECTED LOW BATTERY" is displayed!

And this is very confusing as all the wires are connected properly (even the C wire) and once I reset or reboot the thermostat it just gets back online and the internal battery starts charging again with no issues.

Is there way to mitigate this as it can very frustrating if you are away from home?

Shall I consider getting the battery changed?

Thanks

zoeuvre · ‎11-02-2023

Hi SeyedHashemi,

Thanks for reaching out to us, and I'm sorry to hear that your thermostat got disconnected from the internet. A few questions:

Are you located in North America or Europe?
What type of Nest Thermostat do you have?
Does the thermostat display show any codes or messages?
Can your other devices find your Wi-Fi network name (SSID)?
Do you only have one Wi-Fi network, or are there others?
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?
Are you controlling your thermostat from the Nest or Google Home app or the thermostat display? If from the Nest or Google Home app, is your mobile device on a different Wi-Fi network than the thermostat?

Since you are currently away from your home, where the thermostat is, you won't be able to troubleshoot your thermostat. However, if you have someone at home right now who can troubleshoot it, you may ask them the following questions so you can send it to us.

I'll look forward to your response.

Best,

Zoe

Google Nest Community

Nest Thermostat offline and low battery message