Nest sends it changed to App, but Nest isn't listening to Ap

[CMW74]

I have a new network with a Firewall.  Nest is connected to network and the app.  When I change the temp at Nest, the changes show on the app.  when I change temp at the app, it doesn't go through.   There are about 50 firewall settings that are blocking incoming signals, so which one to change to allow the app to communicate with Nest?  

BTW, when hooking up Nest to my iPhone hotspot, it works fine both ways!  Thank you!

[David_K]

The settings are different on every router so there is no list of specifically what you might need to change. However, Google do have some general advice on this here:
Update Wi-Fi network and router settings - Google Nest Help

[CMW74]

I've checked the link on router/network specs Google provided and all seems correct.  I used to have a Netgear Orbit but upgraded to Calix u6.1 GS4220E GigaSpire Blast router/modem with a u4m Satellite mesh on the Nest (this is leased gear from a new company).  All other devices work except NEST, which when at the thermostat I can update the device by changing temp, but changing the temp at the App doesn't update the Nest.  App is up to date and presume so is Nest.   Older devices did connect to the Calix.  The Calix updates itself.  I reset "All" on the Nest (a lot of work bring back up) and the app worked for about a minute before not updating the Nest.  The Firewall on the Calix is off.   The DHCP lease time is 12 hours, greater than the 2 Nest requires.  I also disconnected the u4m Satellite and no change.  I have another NEST installed at a 2nd house and its works fine.  Is my NEST behind in updates or has it become obsolete?  Thanks!

[David_K]

Have you used this thermostat with another Wi-fi network successfully in the past? Or is this the first time you’re setting it up?

[CMW74]

YES, since Nov 2016 with Netgear Orbi.  

[David_K]

So you would hopefully agree it's incredibly unlikely to be the thermostat, and more likely the firmware or a setting on your new router that is preventing it from working properly, especially so given you said it works fine when connected to a Wifi hotspot. Does the router manufacturer have a manual, online support documentation or community forums that can help you here?

[CMW74]

I came to this conclusion last week and I will contact our ISP provider as Calix doesn't have a detailed manual out.  I was hoping NEST has seen this before.  Possibly the NEST firmware in my 2016 version is now obsolete?  If I find a solution, I'll let you know!  thanks! 

[Markjosephp]

Hello everyone,

I wanted to ensure that everything was covered here.

Thanks for lending your hand here, @David_K.

@CMW74, I'm checking in to see if you've already contacted your ISP. How's it going? Were there any changes made to your router settings? Did that help with your Nest Thermostat? Let us know how it goes, as we would be glad to know what the result would be.

Regards,

Mark

[CMW74]

I haven’t heard back yet.  Has Nest “retired “ any old gen 3 thermostats? Mine dates to 2016.

[Markjosephp]

Hello CMW74,

The Nest Learning Thermostat 3rd Generation is still our most advanced thermostat on the market. To confirm, could you verify which Nest Thermostat model you have?

Thanks,
Mark

[CMW74]

Display model 3.4, Base is 5.3 backplate model, software ver 1.5.38/3.1

current software is ver 6.2-27.

It works fine when I make my iPhone a network, (i.e., both app and Nest communicating).  Thanks!  

[CMW74]

Any more suggestions on what to change on the router?  Has NEST seen this before on the Calix?  Thanx!

[Markjosephp]

Hello CMW74,

Got it. Thanks for letting me know, and I'm sorry for the late response. Apart from the suggest router settings shared in the above link, make sure that the Nest app is up to date, app permissions are allowed. Did you make any changes in your router settings? For any router settings or thermostat settings, please reboot them to refresh.

Best,
Mark

[CMW74]

Yes to all and even created a 2.4 GHz radio only for NEST.  Wonder if I buy a new 3rd gen NEST this would solve?  Mine is from Nov 2016.   Than

[zoeuvre]

Hi folks,

@CMW74, chiming in — have you heard back from your Internet Service Provider already? Please let us know if you still have questions or concerns, as we'll be willing to assist you more.
 

I appreciate your help, @David_K and Mark. 

Best,

Zoe

[CMW74]

• Yes, other than tying nest to a 2.4Ghz wifi, and lowering the security settings, nothing else they can do.  I think this old 2016 3rd generation learning nest has old firmware that can’t be updated 

[CMW74]

I have a 2016 3rd Gen learning nest that isn't communicating with app, after installing new ISP network.  I have tried all fixes, factory reset, Nest blogging, and working with my ISP provider on using only 2.4Ghz radio, nothing works. Will buying a new nest learning 3rd gen fix this or should I go to the cheaper new nest/google thermostat?   I have another house that uses 3rd gen and it works fine so would like to continue with using only 1 app!  

[zoeuvre]

Hi CMW74, 

I'll merge this thread with the main post, where all the updates will be posted, so we can communicate effectively. You can follow the main thread for news because this one will be locked automatically once merged.
 

All the best,

Zoe