Nest Thermostats Keep Going Offline

[Sitchey]

Ok Google I've had enough of this. Yes it's the usual issue of your thermostats just randomly going offline. Yeaaaa 

Before you reply with some 'fixes', let me list what I done so far to try and resolve.

- Factory reset the thermostat (lots)

- Setup a dedicated AP beside it

- Created a dedicated 2.4ghz wifi network with just the thermostat on it

- Rebooted router (lots)

- Ping rate? No I ain't that as my ping rate is steady between 809 and 900 ms, so it's not that as you told me before 

- Tried accessing using the wifi and over mobile. Both have the same issues

- Interesting when you wake the thermostat it never goes offline. Is it an issue when it's sleeping maybe?

- Oh and yes, I changed my ISP

None of these have worked. 

So what is the issue?? Why do your thermostats go offline randomly and for oing periods?? Is it an issue with the app? Does the app lose connection to the thermostats? Is it a network issue on your servers? I don't know but I'm out if ideas. 

And this inst just my error. Check the posts on here and you will see lots of people complaining about this same issue. 

So please can you give me a real solution to this year old problem? Its not good enough that you have users flagging major issues and leave it to the user community to try and fix it. 

Thanks 

[Jimmy_J]

the best thing to do is throw it in the garbage and buy a different brand that actually works. just sharing my experience.  good luck

[Markjosephp]

Hello folks,

Thank you for reaching out to the Google Nest Community Forum. I'd be happy to take a look into this.

@Sitchey, I appreciate all the steps you've taken to come to a solution. Power-related issues, environmental issues (too far from the router, interference, etc.), or router settings are some of the possible reasons why it shows offline in the Nest app or in the Google Home app even if it shows connected. I'd love to know more about this. Could you please tell us what type of Nest Thermostat you have?

I'm sorry if you have to go through this, @Jimmy_J. We'd like you to have a better experience. Could you please tell us more about what happened to your Nest Thermostat and what type it is?

I'll look forward to your response.

Regards,

Mark

[Sitchey]

I have 2 learning thermostats. One Upstairs and one downstairs. Both running software v 5.9.5-2. Both have 3.9 volts so power is not an issue. 

Both are beside their own dedicated access points less than 2 metres away. Nothing of interference in the area as both are in open spaces. 

[Markjosephp]

Hi Sitchey,

Thanks for letting me know. How's it going with your thermostats? Are they still showing offline in the app? Uninstalling and reinstalling the Nest app would help with bug fixes and enhancements.

Regards,

Mark

[Sitchey]

Yes they are still both going off randomly. 

I have removed them, completely reset them, but nothing fixes the issue 

[UanaC]

We'd love to investigate this issue further. I've sent you an email, please reply there!

Thanks, Oana.

[OannaCG]

Hi there! Just checking in, did you manage to see our message above? 

[OannaCG]

Hey there, since we haven't heard from you for a couple of days, we'll close this conversation for now. If you still need help, let us know so we can continue. Thanks!

[Sitchey]

Lol. It was on my mind