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Nest thermostat connected but not online?

Nestornt2nest
Community Member

My nest thermostat although working manually won't work through the app. The app appears as if to change the temp at times (but it doesn't actually change on the thermostat), other times it appears offline in the app and browser. The thermostat is 2m away from the router. When the thermostat is reset the app will allow 1 or 2 adjustments and then as above either stops changing on the thermostat or goes offline (WiFi still connected to nest/internet stable)

I've tried usual suggestions from support: reset to factory, remove and uninstall app, bat is above 3.8v always plugged in.

Also used Google's DNS 8.8.8.8 & 8.8.4.4 with the same result.

Any ideas?

1 Recommended Answer

Nestornt2nest
Community Member

Nope it was never resolved. Returned the item under consumer goods act for a full refund and switched to a different smart thermostat and smart trv system provider and no more problems.

View Recommended Answer in original post

14 REPLIES 14

MelbaDT
Community Specialist
Community Specialist

Hey Nestornt2nest, 

 

Sorry to hear about your Nest thermostat but thanks for the detailed description you've provided. I want to dig deeper into it. 

 

A few questions — what type of Nest thermostat is this? Did it ever work seamlessly on this Wi-Fi network before? If yes, what changes were made on the thermostat or your Wi-Fi network before this started happening? Also, what is the make and model of your router?

 

Best, 

Melba

 

TedR
Community Member

I have the same problem. I have the Nest learning thermostat. It never was able to stay permanently connected on a Asus ZenWiFiAX mesh network, which has the first node  connecting to my FIOS modem/router via wire and then serving as the network router. 

 

Thanks,

Ted

rankin3465
Community Member

Anyone ever able to sort this issue. I seem to be having the same problem for the last few weeks and it's driving me mad 😫

Thealion
Community Member

Similar thing, the nest 1.4 thermostat often looses connectivity with the app. the thermostat claims it is on line and continues to work. I restart the thermostat and it resumes connectivity with the app. Then, randomly will loose the connectivity with the app, I restart it again and, again, it works fine. This has been happening at an increasing rate. 
Almost daily. I haven't changed a thing, everything else on my network works fine.

TedR
Community Member

rebooting the router after the nest is connected to the network solved the problem 

Thealion
Community Member

Thanks Ted but no, I've done that, rebooting after everything is working, it still kicks itself off the network periodically/randomly and seemingly more often. Again, the nest says it is hooked up but the app disagrees. 

Nestornt2nest
Community Member

Just to follow up on this I haven't looked at it again as it's a drain on time for something that should work out of the box or shouldn't be on sale. Come the colder months I'm looking at it again. Issue remains the same after going through 3 different routers/isp's (long wait for 1gig fibre). Testing this tonight same issue arises. Reset thermostat, maybe work for an hour then back to unresponsive from the app (pings timeout from Windows also) as if the thermostat is in hibernation yet retaining the IP from my router (must also add this is the 2nd replacement device and issue is the same). I think the only workaround is to have a smartthings controlled plug restart a dedicated old router/repeater dedicated to nest when I want to make changes or on an hourly schedule. What a faff. Had a £30 smart wifi thermostat previously and no issues. 

To answer original questions asked 

Tplink, Nokia, 

3rd gen learning

Has always had the issue used to be days now its an hour it will work before not responding. 

Routers changed and addition of maybe 10 devices although the issue has been constant. 

Do you know the latest software versions for the UK models?

 

 

 

 

 

Raffiah
Community Member

Has anyone been able to get this issue actually resolved?

Nestornt2nest
Community Member

Nope it was never resolved. Returned the item under consumer goods act for a full refund and switched to a different smart thermostat and smart trv system provider and no more problems.

Jeez. I’ve gone through everything that you have as well with the same results. So I tried the chat again and they are helpless or could care less. Just kept repeating that there’s a problem with the router or isp and not their device/app. Super frustrated. I did another reset today. Let’s see if it holds. Gonna get a new thermostat lol

Ueveore rvei

Could not agree more - will TRY not to bore you - bought 2 Nest Learning Thermostats - 22 hours with Google support - 2 hours with ASUS ( directed by Google) replaced a Honeywell WiFi system ( support dropped May 15 2023- did work for like 10 years) and added a second WiFi device ( follow the math $500 USD for 2 google devices ) failures and needed to return 4 to Best Buy - some although sealed were refurb - one sent by Google to me ( charged my account - refunded after they received my returned unit - should I have charged them for the hours of support where Nest installs didn’t work, device frequently offline not usable remotely even though device was connected) …. This is the short story and then VOILA IT BLEW MY HVAC SYSTEM - Goggle help directed me to send the repair bill ( again follow the math 22 hours of support - not counting three trips to Best Buy for swapped units, two hours with my router manufacturer who found Nothing wrong and i forgot to mention 18 other wireless devices work ( Ring cameras, hp printers, iPad, pc, wireless outlets etc) .  The numerous resets, installs reboots replacements ( mostly with google help online) caused a simple HVAC electrical part to fail - i offered to help them debug and stay etc … well Google rejected the 200$ repair - I asked for mgmt was shut down and Best Buy could no longer return my $ … so 2 months into it I had replaced one wonderful google device with a 30$ Honeywell ( non WiFi) so I could manage the heat wave …. the other nest learning device stays online but seems to adjust temp at will (I was instructed how it should work - turn off learning etc - it didn’t work consistently- that is an issue ) while google decided NOT to help or return my $ they rejected my the invoice for repair - so $700+ my time and today I bought two Ecobee ( almost bought Honeywell but frankly these looker cooler) - my credit card company and Best Buy can figure this out - I also contacted PSEG who is pushing this unit and suggested they consider reputation risk as they push a vendor product. Google Nest - shame on you for releasing a product that isn’t ready and not returning $ that should have been a no brainer.

Markjosephp
Community Specialist
Community Specialist

Hello Offline2,


I apologize for the late response, and I'm sorry you had to go through this. We deeply appreciate you sharing your thoughts and experiences, and we'll take it as feedback. We hope we can make it up to you in the future. But don't hesitate to give us a shout if you have questions or concerns; we'll be here to help.

Thanks,
Mark

rankin3465
Community Member

I got past this issue. 

So where I live we used to it have terrible lined broadband access. This led me down the route of having broadband through as 4g router with Smarty (UK network sister company to 3). This worked fine for many years. 

The issue only ever surfaced it's ugly head when I made the move to Fibrus (a new small internet company in northern Ireland who started to supply fibre broadband to rural communities). Everything else worked great. I went form getting 20mbs average download to 97mbs. With room to go to 1Gbs if I wanted.

So after much back and forth (weeks of it) with tech at Fibrus (and finding out just how locked down their router is) and nest support, one of the head engineers from Fibrus gave me a call. He was able to explain that they had only experienced one other case like this and it was down to a port not being open on their servers.(He was able to tell me what port number the nest was looking for as he had discussed the problem with the engineers at Nest but I can't remember it, sorry.)

And that the only way to sort the issue was with a static ip. 

This option was going to cost me a further £6 a month on top of the £49.99 I was already paying though he assured me that this would fix the problem until they had expanded their servers and opened the needed port.

I must admit I almost went for that option. 

But I found that the best option for me was to go back to the 4g router just to support the nest for the mean time. I was able to get a simple pay monthly SIM for £6 per months and it all works great again. I know it still is costing me the same as the static ip would have, but I also have the benefit of having 2 access points. So if my main fibre goes down I simply connect to the 4g router.

I know it's not the most elegant solution but it works for me.