Nest, learning thermostat is connected to network but apps show them offline

[Jeffs17]

Wi-fi is good, one Nest was just replaced and one is about 5 five years old. I have never had a problem with either one until about a week ago. 

Units have been restarted and reset along with the router. The units say connected but the Nest app and Google Home apps say offline

[Jenelyn_O]

Hi Jeffs17,

Thanks for reaching out. I'm sorry for the delay. The Nest Thermostats disconnect to the Wi-Fi if it experiences low battery issues. The wires connected to the thermostat help to fill the needed voltage in a period of time to reconnect to the Wi-Fi. 

Check out this guide:

• For Nest Learning Thermostat and Nest Thermostat E
  1. Remove the thermostat from the Nest app.
  2. Go to the "settings" of the actual device and look for "reset" then select "account connection". 
  3. After resetting, reconnect your thermostat to your Wi-Fi then add it back to your account.
• For Nest Thermostat 2020
  1. Remove the thermostat in the Google Home app.
  2. Go to the settings of the actual  device then look  for a factory reset. 
  3. The thermostat will say "continue to set up to the Google Home app” after reset.
  4. Add the thermostat back to your account.

Best,

Jenelyn