Nest app on android.

[Lansdorf]

I have a Learning Thermostat 3rd generation. It has worked fine with my Google pixel 4 phone but just recently the app on the phone indicates "off line' If I activate the thermostat ( wake it up) I can usually get the phone back on line.

Initially I thought the problem was with the thermostat but now I'm beginning to think it may be the phone. I have tried an alternative wi fi connection for the thermostat but didn't solve anything. I have re set the thermostat but no improvement . Tonight I notice that with the app open on my phone with an apparent connection, Altering the thermostat settings on the phone did not alter the actual thermostat on the wall. However, If I altered the temperature setting on the Thermostat the corresponding alteration was shown on the phone. This problem started about 4 weeks ago and seemed to coincided with the installation of Full Fibre BB. However, I cannot be certain that it is not a coincidence. I believe that the Nest 3 does not like 5GHz so I have set it up on 2.4 GHz with it's own ip address allocation. Can anyone help solve this connection problem?

[Lansdorf]

Regarding the above post: I should mention that turning the wifi off on my phone and connecting via EE makes no difference.

[Jhonleanmel]

Hi Lansdorf,

Thanks for posting and sorry for the delay. 

A quick question: were you able to check the app on another phone? If so, does it show the same status?

Best,

Mel

[Lansdorf]

Hi, Thanks for the reply.  Yes I did try another phone and I had the same problem. Google support suggested that I assign a static ip address but my provider does not allow me to do that on the router. I'm having a conversation with one of their techies tomorrow having emailed their CEO. I now know the problem is with the router because it was ok before I changed provider ( full fibre now) and I managed to borrow a 4Gb wireless access point and it works fine on that.  I still cannot understand why it worked ok on my original BB without a fixed ip but now apparently needs a fixed ip. However, I've yet to find out if a fixed ipa does solve the problem!!

[Jhonleanmel]

Hi Lansdorf,

Thanks for letting us know. Take your time, I'll be waiting for your update.

Best,
Mel

[Lansdorf]

With reference to my original post; I stated that I had created a fixed ip address. This is incorrect. I cannot get that level of access to allow me to do that. Hence the "conversation" with a Fibrus techie tomorrow.

[Lansdorf]

Made various alterations on the router including assigning a fixed ipa for Nest, made sure it was 2.4 GHz .Thought it was ok but a bit later phone says off line again . The odd thing is that checking STA  on the router shows it to be still on line with the same connection time as the two other devices give or take a couple of seconds.
Following that I rebooted the Thermostat refreshed STA and left it.

Next day the STA showed no sign of the connection dropping out but the phone is still going off line. I Connected the 4G WiFi  up for comparison. No problem everything works as it should. I am wondering if on top of the original ip issue we also have a firewall problem. It seems that when the phone is off line, activating the stat brings it back on line. Also I get situations where, in simplistic terms, the stat can contact the phone and reflect any changes made but the phone cannot contact the stat if changes are made on the phone. This is not a permanent  state but does happen.  

My ISP has suggested that the Nokia G-2425G-B is not compatible with Nest. I don't believe this. I think it's the way my ISP ( Fibrus ) has set it up. Unfortunately I'm not getting much joy from them. They have suggested replacing the router with a modem with a fixed ipa and I supply my own router. Not happy with this idea as I have no guarantee that it will work. Especially if the problem lies with Fibrus's own server.


I have done comparisons with the iphone. Just the same as the Android.
I’m at present running on 4g just to confirm that the phone is staying connected

[Markjosephp]

Hello there,

I'm sorry for the late response. I know it has been a while, but I wanted to ensure that everything was covered here. 

Thanks for letting us know, and I appreciate the steps you've taken. How's it going with your thermostat? Is it still randomly going offline in the Nest app? Let us know so we can assist you right away.

I appreciate your assistance, Mel.

Regards,

Mark

[Markjosephp]

Hello Lansdorf,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Mark

[Lansdorf]

Hi, I finally got everything working. I had two engineers from my isp (Fibrus ) who did all the tests that I did. They had long telephone calls with their techies back at base and tried various configurations on the Fibrus supplied Nokia router. They finally came to the  same conclusion as I did that the configuration of Fibrus’s service was not compatible with the  Google Nest set up. As I had already explained to them, there were an awful lot of people with Nest in their homes so they really needed to get it sorted. They provided me with a work around which entailed me having my own fixed ip address with separate modem and router. All is well. I did suggest that they contact Google to sort the issue out for the long term as normally having a fixed ipa incurs  an additional cost which in my case was waived.

Lansdorf

[Markjosephp]

Hi Lansdorf,

We hear you. I appreciate you posting and updating us on your efforts to address your concern and find a fix. Please let our product team know about it by sending feedback. Also, let me know if you have any other questions or concerns. Otherwise, this thread will be locked within 24 hours.

Regards,

Mark