Nest Thermostat regularly, but intermittently shows offline in the app

[flavinator]

I have a Nest Learning Thermostat (3rd Gen) that consistently, but intermittently shows offline in the app. I have Nest WiFi Pros and in the Google Home app, under WiFi, it shows that the thermostat is connected and online. It also shows online on the thermostat. My thermostat's battery is within spec and I have a C wire. I reset the thermostat twice with no luck. This only started after upgrading my WiFi from 3 Google WiFi 2nd gens to 2 Pros. Not sure what the issue could be, other than the thermostat's compatibility with WiFi 6/E vs WiFi 5, or it's malfunctioning. Anyone have any other ideas?

[Ivan_R]

Hi flavinator,

I understand that you're frustrated with your Nest Learning Thermostat intermittently showing offline in the app after upgrading to Nest WiFi Pros. It can be definitely confusing to see it showing online on the thermostat itself and the Google Home app, but offline on the Nest App. Let's go through some troubleshooting steps that might help resolve the issue.

Here is the article Nest thermostat is offline where you can find the troubleshooting steps in order to resolve the issue. 

Let me know if that works!

Regards,

Ivan

[flavinator]

I was able to narrow it down to a spotty 5GHz connection due to how far away the Nest Learning Thermostat is from the router, though I don't know why it won't drop down to a 2.4GHz connection. I bought a Nest Thermostat (2020) that works perfectly and I'm pretty sure it's because it's making a solid connection on 2.4GHz. So I am all set with my new Nest Thermostat (2020).

[Ivan_R]

Hi flavinator,

That's great troubleshooting! You're absolutely right, Nest thermostats typically prefer a 2.4 GHz connection for better range within your house. In case you run into any other questions about it in the future, feel free to reach out to us again. We're always happy to help. 

Have a great day!

Regards,

Ivan

[flavinator]

Is there a reason the Learning Thermostat was pegged at 5GHz and wouldn't drop down to 2.4GHz? That's the part I don't understand. 

[Ivan_R]

Hi flavinator,

Thank you for letting me know! Some routers automatically manage which band (2.4 GHz or 5 GHz) a device connects to. This feature, sometimes called "band steering," might be preventing your thermostat from switching. If you're curious in the future, you might be able to check your router settings to see if you can disable band steering for the thermostat specifically.

Have a great day!

Regards,

Ivan

[flavinator]

Ya, that would be difficult with Nest WiFi Pros.

[Ivan_R]

Hi Flavinator,

In most cases, the automatic selection provides the best experience. However, if you'd like to learn more about Nest WiFi connectivity, you can visit our support site to get more information about all the available device settings.

Anything else I can help you out with?

Regards,

Ivan