Nest thermostat app shows offline

[Akm1]

Nest app says offline but actual thermostat says online, battery is 3,88v

[Markjosephp]

Hello Akm1,

Thank you for taking the time to let us know about your inquiry. I'd be happy to take a look at this for you.

A few questions: what specific type of Nest Thermostat is this? Could you provide a rundown of all the steps you've tried? Also, you can give these steps a try:

1. Uninstall and reinstall the Nest app.
2. Restart the thermostat to refresh.
3. Forget the Wi-Fi network connection on your phone's Wi-Fi settings, then reconnect it.
4. Open the Nest app and check the thermostat.

Please let me know if that helps or if the issue still persists.

Regards,

Mark

[Akm1]

Thanks for reaching out, I tried all all of the procedures that you mentioned however the problem still exists intermittently. I have a 3rd generation thermostat installed approximately 18 months ago. The thermostat was was working fine until the last week. Nothing has changed since the installation.  Thanks for your help 

Akm1

[Markjosephp]

Hey there,

Thanks for the update. I appreciate all the steps you've taken. Since it happens sporadically, power-related concerns are not causing it to go offline. Wi-Fi interference might also be the reason; you can check out this article with additional steps for when your thermostat went offline.

If anything comes up, please let me know so I can look into this further.

Regards,

Mark

[Markjosephp]

Hello there,

I wanted to see if you still needed help. Please let us know if you have any other questions or concerns.

Thanks,

Mark

[Akm1]

I continue to have problems, I have spoken to a google nest rep several times. They have not been helpful in fixing the problem, we have tried several fixes to no avail. They Claim that is not  a hardware issue and keep trying to blame our network, but there is not an issue with that. Any help would be appreciated. 

[Markjosephp]

Hey there,

I'm sorry for the experience. I'd love to know more about this.

Could you please share with us the case number you had with our support team? This is to see what steps have done so far,

I'll look forward to your response.

Best,

Mark

[Akm1]

Mark here is the case number 

[0-9082000033582

thanks for your help 

kirk

[Markjosephp]

Hi there,

I'm sorry for the late reply, and thanks for sharing the case ID number. I've checked the case, and I appreciate you taking some steps, including reaching out to your ISP for your routing settings. We'd like to investigate more of this.

Could you please fill out this form and let me know once you're done? A member of our upper support team will be in touch over email to help.

Thanks,

Mark

[Akm1]

Will do

[Brad-T]

I too am having the exact same problem. I’ve tried all troubleshooting steps and the issue is consistently occurring. I’ve seen several other people who’ve posted about this issue with no resolution. I believe there is a bug in the app which needs updating. 

[Akm1]

They need to fix it, they seem to not want to take ownership of the problem. 

[Akm1]

It’s a pain in the butt for sure. No one wants to take ownership of this problem 

[Brad-T]

What’s interesting too is that you said you’ve had yours for 18 months and recently started having problems. I’ve had mine for almost the exact same amount of time. This appears to be a bigger issue that needs to be addressed and I don’t know why they aren’t able to look into it. Several people have raised concerns about it. 

[Akm1]

Go figure, I wonder the same thing. 

[Markjosephp]

Hello everyone,

I know it has been a while, but I wanted to ensure that everything was covered here.

Please let me know if you are both able to fill out the form.

Best,

Mark

[Akm1]

Not sure what form you are talking about. Still having trouble with app connectivity to thermostat 

[Markjosephp]

Hello there,

I'm sorry to hear the issue still persists, @AKM. I would appreciate it if you could give these steps a whirl.

If your thermostat is already connected back to your Wi-Fi network after the reset, try using a different mobile device and make sure to sign in with the same email address associated with your thermostat.

Please let me know if it works.

Regards,

Mark

[Akm1]

Mark, I have done those steps numerous times, did not help. Tried other devices, app does not work. 

[Markjosephp]

Hi Akm1,

Thanks for keeping me in the loop. Let's sort this out.

Please fill out this form with the details requested and let me know once you're done.

Best,

Mark

[Akm1]

• I submitted the form 

[Markjosephp]

Hello Akm1,

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

Regards,

Mark