Nest thermostat app issues

[Dee122]

I set my thermostat to one temperature and leave it alone. Frequently I check the app history to see how long the system ran/cooled. The app states my thermostat ran for 14 hours yesterday because of a user change. I never touched the thermostat setting!! Not sure why it would blame the user instead of the weather. This is not the first time this has happened. Anyone else experience this?

[luciaaa]

Hi, @Dee122,

Thank you for posting in the community. I apologize that your thermostat is changing the temperature on its own. I'm happy to help you find a solution.

• What type of thermostat do you have? 
• When did the temperature start changing unexpectedly?
• Are you receiving any error codes?
• Did you create a schedule on your thermostat? 

In the meantime, try these steps:

• Turn off eco mode.
• If you created a schedule, reset the schedule on the Nest thermostat 2020 or Nest Learning thermostat and Nest thermostat E.
• Ensure all wires are correctly inserted into their terminals.

Additionally, try these steps in the Nest app:

• Confirm the Nest app has permission to use your phone's location.
• Make sure the Nest app is up-to-date.
• Check for software updates on your phone.
• Uninstall and reinstall the Nest app.
• Log back into the Nest app.

Please let me know how it goes.

Best regards,

Ana

[Dee122]

Hello. As far as I know the temperature did not change unexpectedly. There are no error codes nor is there a schedule on the thermostat. Eco mode is always turned off and no wires have been moved; the unit has run fine for almost 2 years. The Nest app and my phone are up to date. The issue I saw is in the app. Some of the history shows how long it ran & certain days have a cloud next to the day which means due to weather. This particular day it said it ran for 15 hours due to a “person changing something which I did not. No one was home but the thermostat ran for a long period of time for some unknown reason. Sorry Ana but your troubleshooting suggestions have already been attempted prior to my posting my issue.

[luciaaa]

Hi. @Dee122,

Thank you for your quick response. I appreciate you clarifying the inconvenience and following the troubleshooting steps before contacting us.

It sounds like Home/Away Assist might be active. To check this:

• Open the Nest app.
• Tap Settings.
• Select Home/Away Assist.
• Tap either the Home or Away icon to see what your Nest products will do in that mode.

To disable Home/Away Assist:

• Open the Nest app.
• Tap Settings.
• Select Home/Away Assist.
• Tap What decides if you’re home.
• Select a Nest product and toggle the switch to disable it.

Note: If you disable your thermostat from Home/Away Assist but use phone location, your Nest products will only respond when the Nest service detects a phone at home.

If the inconvenience persists, please perform a factory reset on your thermostat and set it up again in the Nest app.

Let me know how it goes.

Best regards,

Ana