Nest app on iPhone loses connection constantly.

[Libertas]

I have an iPhone 14+ with the latest version of iOS and as far as I know I have the latest Nest app.  The thermostat itself continually says it is connected to the Internet and connected to my Wi-Fi network and it works well with Alexa.  

For the first two years or so the app had no issues but now it continually disconnects and I have to log out log back in sometimes I have to delete the app and add it back.  

I have unplugged the router/modem (Comcast Gateway) plugged it back in then did restart on the thermostat then install the app fresh and it still happens.  

Help.  Please 

ps I read somewhere that having the Nest app and the Google home app on the phone at the same time could be an issue, I do not have the Google home app on my phone.  

[Libertas]

Does anybody have any ideas

[zoeuvre]

Hi Libertas, 

Uh-oh! I'm sorry to hear that your Nest Thermostat appears to be offline in the Nest app though the actual thermostat shows otherwise. Let's see what's going on. A few questions: 

1. What Nest products do you have?
   • What type of Nest Thermostat do you have?
   • What type of Nest Camera do you have?
   • What type of Nest Protect do you have?
2. How many Nest devices are offline?
3. Has the device ever been connected to their Wi-Fi network before?
4. Does it show offline in the Nest or Google Home app or indicated on the Nest device?
5. Are other non-Nest devices in the home offline?
6. Can the device find or detect other networks?
7. Has there been any recent change in the home Wi-Fi network?
8. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?

I'll look forward to your response. 

Best,

Zoe

[Libertas]

1. Third generation learning thermostat
2. The only nest device I have is the thermostat and it always says it is connected to the Internet and the app

3. This Nest thermostat has been continually connected to the same Wi-Fi network for two years

4. when it is off-line on the Nest app it’s also off-line on the Google home app, but it is never off-line on the thermostat itself

5. no other devices are off-line when the app is not working with the thermostat only the app for  the thermostat, when the app is not working with the thermostat Alexa will work with the thermostat however.

6. YES it finds many other networks that are not mine

7. No changes
8. it is 10 feet away

When it works with the app there is a delay of anywhere from 10 - 30 seconds before it works, with Alexa it is 2 seconds like the app used to be.

[Libertas]

Please see my reply, I need help.

[zoeuvre]

Hi there, 

Gotcha. Please try these and skip the steps you already did: 

1. Go back to the access point.
   • Band selection - Switch to 2.4 GHz if 5 GHz doesn't provide good performance.
   • Channel selection - Switch channels manually or select Auto. Avoid 5 GHz Dynamic Frequency Selection (DFS) channels.
   • Bandwidth selection - Test and reduce channel bandwidth to 40 MHz.
2. Check if the device is connected to an extender or secondary access point.
   • If no, try to remove materials on top of, between, or around the access point that may interfere with the signal.
   • If yes, connect the device directly from the main access point.
3. Try to temporarily connect the device to a mobile hotspot.
4. Power cycle the Nest Thermostat.
   • Detach display from base and restart in hand.
5. If the issue persists, factory reset the Nest Thermostat.

Thanks,

Zoe

[Libertas]

I have a Comcast Xfinity gateway X7 modem router I do not know how to make a channel change or to change it from 2.4 to 5.0, can you help me with that?  I would of course be making the change only to that device but I do not know how to do that

[zoeuvre]

Hello Libertas, 

Thanks for getting back to us. Reach out to your Internet Service Provider (ISP) or router manufacturer’s website for information on how to adjust change your Comcast Xfinity gateway X7 modem router fro 2.4 GHz to 5 GHz network because it varies between different routers, and some ISPs have special controls for these settings.

Regards,

Zoe

[ssrich12]

Make sure you’re logged in through Google for the Nest app not logged into the Nest app

[Libertas]

I am, if you mean when I sign into the Nest app I sign in with Google yes I do that.  

Problem continues and I wonder if it’s the 5.0 GHz versus 2.4; I’ve looked at my router and it’s on the 5.0 and I don’t have a way to change it.