Nest thermostat high ping.

[fluffylittlemar]

My thermostat (nest learning 3) reports high ping times. 

I've restarted everything, and checked on service status. I've moved it away from any potential interference

Signal strength 71 (out of 100), ping 2346ms (over 1500 is apparently a problem) 

So I put it on a hotspot to my phone, over 4g and I get ping times reported between 800ms and 1200ms (which should rule out interference) 

My broadband is 70mb, normally 36ms (Amsterdam) pings. 

I also tried putting the device in the DMZ in case any special ports need access, no luck. 

I want to run a traceroute - what server should I be tracing to? 

[npnicholson]

Sorry, this isn't a helpful reply. I would like the same information. What exactly does the ping time represent? I've just been told by technical support (on the phone) that it represents the ping time between my thermostat and my router. I was told my router initiates the ping. I find this hard to believe, so what does the ping time represent, and when it goes very high how can we diagnose the cause? My thermostat quite regularly shows as offline in the app with ping times in the minutes, or even hours. When it's working fine the ping time is around 900ms.

[fluffylittlemar]

Normally a ping time is the time for a packet (small amount of info, usually only 1 part of a message) to go from one computer to another over a network. 

So this should be from the thermostat to the servers it's talking to. But the times listed are too big for it to purely be ping times. My thoughts would be it's the time for the thermostat to talk to the server, the server to process the information and to respond that it's complete. 

It's definitely not router to thermostat Comms. 

[Ryan_G]

Hey folks,

Thanks for visiting the Google Nest Community. 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

If you have additional questions, feel free to submit another post and provide as many details as possible so that others can lend a hand. 

Hope this helps!

Kind regards,

Ryan

[fluffylittlemar · Accepted solution]

I eventually figured this out using wireshark to track down the servers. Turns out it was indeed a problem with my ISP. They fixed it once I got to the root of the problem 

https://community.talktalk.co.uk/t5/Broadband/Nest-thermostat-high-ping-time/m-p/2870008#M833855

It was talking to the following. 

35.190.54.210

35.169.85.41

103.99.150.43

54.81.179.208

[npnicholson]

Thanks for all this helpful information. I naïvely thought someone from Google technical support would respond. Given it was them that told me the ping time was between the thermostat and my router this was a foolish thought. Your analysis has been excellent, and I'll follow up by getting some real ping times to the IP addresses you listed.

Wouldn't it all have been a lot easier if this diagnostic information was available in the thermostat and Google had a competent technical support team who could tell you what to check.