Nest app not working

[dawnk]

I am beyond frustrated with an issue that started May 13. The Nest thermostat works fine but the app repeatedly goes offline for no reason. The actual thermostat shows that it IS connected to the app and the network. The thermostat is hardwired so it does not need to be charged.

I have restarted my router repeatedly.

I have restarted my iPhone.

I have deleted and reinstalled the app.

The thermostat itself shows as being online with my Gateway router.

My internet connect to the device is showing as "very strong"

All other online devices in my home are working perfectly.

The app has gone up and down at least 25 times this past weekend and I am not able to control the thermostat remotely - 

What the use of this thermostat is the remote component does not work?!

[MplsCustomer]

@dawnk 

I'm not sure what you mean by the Google Nest app going offline. We don't have a Nest thermostat, but our Google Nest app does not go offline.

You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)

5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[dawnk]

That doesn't make any sense, I don't think you understand what I am saying. The app (on my iphone) shows that the system is offline - the actual thermostat says that is connected as does Xfinity HOWEVER, the app shows the system as OFFLINE - therefore I cannot control the thermostat remotely. Hence, the issue is with the app and not the device. 

[MplsCustomer]

@dawnk 

Sorry. I thought you were saying the Google Nest app itself was offline. If the thermostat is constantly showing as offline in the app, maybe your thermostat has the same Wi-Fi defect that has plagued some Nest thermostats, as reported in this forum.

You could try contacting Support:

1. Go to https://support.google.com/googlenest/gethelp.
2. Select a category/product family, and type in a brief description of the issue, then click "Next".
3. Click "Other", then click "Next step".
4. Under "Resources", just click "Next step". (Clicking one of the listed links will bring up a Help page page.)
5. Under "Contact options", choose to get a phone call or chat with the team, depending on availability in your country.

[Stepho]

I’ve been battling this same issue. Do you have Xfinity by chance?

[dawnk]

I do and the thermostat worked fine until a few weeks ago. I honestly think the shelf life of the Nest is only about two years. If I need to replace it, that will make the third one in seven years. That's a very expensive product given its lifecycle! 

[Stepho]

I don’t think it can be fixed by buying a new thermostat. There is a compatibility issue that needs to be addressed by Google. There are many other posts from other Xfinity customers battling the same issues with brand new thermostats…

[dawnk]

Well, this is an issue that just cropped up a month ago.  And I am unlikely to buy another Nest.