Nest goes offline every time I give it a task.

[Md171]

Nest goes offline every time I give it a command in the app.  Stays offline for a few minutes, then comes back and does the task requested. 

I’ve done all the connectivity troubleshooting and battery is wired and strong. WiFi connection is strong and close per the device itself. Problem started about 6 no ago, 01/2023. Worked fine for several years before this. Any new ideas?

 Again I’ve done everything except trying to give it a dedicated port to my router.  I’m no WiFi expert do I’ll have to figure that one out unless someone here has instructions.   Thanks. 

[zoeuvre]

Hi Md171, 

Thanks for reaching out to us, and I'm sorry to hear about the situation. Let's sort this out.  

A few questions: Was there a recent service-related issue? Is your Nest Thermostat connected to a 2.4 GHz or 5 GHz network? If it is connected to a 5 GHz network, have it connected to a 2.4 GHz network instead. Has there been any recent change in the home Wi-Fi network? Also, is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three and fifty feet from the Nest Thermostat?

I'll look forward to your response. 

Best,

Zoe

[Md171]

Thanks for your response!  I’m 90% sure you hit it. Yes we got a new router from internet provider, 5g. Supposedly it puts out both 2.4 and 5g as one (So I read) but they can be split.  I cannot access router settings by putting IP address in address bar, so I can’t manipulate settings.  Nest can’t do 5g right?  It worked for about a month then I had issues. I feel certain that’s it.  Can you suggest anything other than new router?

[Md171]

Got in to router.  It’s using “Smart WiFi” and Nest shows connected to 2.4g. Still going offline. 

[Md171]

And signal very strong. 5 bars. 

[zoeuvre]

Hi there,

Thanks for the follow-up. What type of Nest Thermostat do you have? By any chance, have you also restarted your router and Nest Thermostat? If not, restart both router and thermostat then let me know how it goes. 

Regards,

Zoe

[Md171]

Thanks for your reply. I have a 3rd Gen Nest Learning Thermostat.  Software 6.2-27. I’ve restarted both, removed thermostat from app, deleted and reinstalled app and thermostat, reconnected  thermostat more times than I can remember. Thermostat always shows connected and strong signal, battery at 3.9v. 

[Jenelyn_O]

Hi there,

Thanks for being a step ahead of us. We'd like to dig deeper into this. Please fill out this form with the needed information and let us know once you're done.

I appreciate your help, Zoe.

Best regards,

Jenelyn

[Jenelyn_O]

Hey Md171,

It's me again! I just want to check if you were able to fill out the form. Please let us know once done.

Thanks,

Jenelyn

[Md171]

Sorry I’ve been away. Yes, form submitted.  Thank you!

[Markjosephp]

Hello Md171,

Thanks for completing the form; we have received it. Soon, a member of our higher tier of support will contact you via email. So please continue the conversation there, as this thread will be locked within 24 hours.

Thanks,

Mark