Nest thermostat is connected to WiFi but app shows offline.

[Chadbendel]

Samsung Galaxy S21 Ultra.

Newest Home app version.

New thermostat.

Tried factory reset twice, disconnected and reconnected tstat. Restarted tstat and router. 

Still have same issue. 

[aatienza]

Hey Chadbendel,

I’m sorry to hear you’re having trouble with this. No worries, we'll check this out. What type of Nest thermostat do you have? Are you getting any error messages? Could you check if your mobile data is turned on? Also, what country are you located in?

Thanks,

Archie

[Chadbendel]

Everything is turned on and connected. My router shows the Nest thermostat. The app shows offline. They're All connected to the same Wi-Fi and I can't get the app to pick up the thermostat either at home or away. 

I went through all of the troubleshooting and Wi-Fi settings that were recommended and still are not getting it active in the app. It is the new economy Nest thermostat. Not the learning one.

[aatienza]

Hey there,

I'm sorry for the delay. When did it start happening? Could you try using a different phone to see if it happens the same? To confirm, were you able to restart your phone to see if that helps? Try to sign out your account in the Google Home app, then sign back in. If that doesn't work, try to reinstall the app and let us know how it goes.

Thanks,

Archie

[Chadbendel]

Hello there. Thanks for your reply. I still am not showing the thermostat online in the app. Upon initial install, everything seemed to be working smoothly but there was a wiring issue so I had to change some wiring and factory reset the thermostat. After I reset the thermostat, it was no longer showing in the app as online and nothing I have done since then has helped. I'm beginning to wonder if I have a defective thermostat. I have not uninstalled or reinstalled the app yet, but I have cleared the cache and data. I will attempt to uninstall and reinstall and report back.

[Chadbendel]

I'm at my wits end here. I went so far as to replace the thermostat. Uninstall and reinstall app, clear cache, data, all wifi settings are good. I even tried creating a brand new home and putting only the thermostat there... No avail. The thermostat shows on my router as connected. The thermostat itself says it's connected to WiFi but "account disconnected". App shows "thermostat offline more than 30 days" , even though I just installed it. I shouldn't have this many issues! I'm trying to keep my smart home as all Google / nest devices but I'm seriously considering abandoning this hope if I can't get the help I need to get this working. Having to get up to change the temperature is really annoying... Plus I can't set schedules or anything! I may as well reinstall my old thermostat at this rate. At least it had a schedule feature! 

[Chadbendel]

Can ANYONE help me? Please? Between this and the Nest speaker group issue I'm having, I'm feeling like switching my home's entire ecosystem to a competitor. I really don't want to do that but I don't think I'm going to have much of a choice. The service and response time I've gotten for both MAJOR issues I'm having is an absolute joke. 

[Jenelyn_O]

Hi Chadbendel,

Thanks for reaching out, I saw your post and wanted to chime in. I'm sorry for the trouble this may have caused you.

It's more likely that an unknown variable in your network environment (such as Wi-Fi network congestion, router firmware issues, or a security setting on the device used to cast) is causing the issue.

Please check these recommended router settings:

• Quality of Service (QoS) settings
• Device priority
• Parental controls
• Wi-Fi pause
• Interference and attenuation

You can also check this article for more information and I'll look forward to your response.

Regards,

Jenelyn

[Chadbendel]

Hi. I have checked all of these things and still have the same issue. I am going to be replacing my router with an s Wi-Fi pro 6E. I am hoping this solves the issue and all of my Google devices will finally play nice with each other. It's a shame because I just dropped a couple hundred bucks on this mesh Wi-Fi router that I got from Netgear.

[Jenelyn_O]

Hi Chadbendel,

Thanks for the update and for being one step ahead of us. We'd like to investigate this case for you.

Please fill out this form and let me know if you're done. 

Best,

Jenelyn

[EmersonB]

Hi everyone,

@Chadbendel we got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.

I appreciate the help, Archie and Jenelyn.

Thanks,
Emerson

[Chadbendel]

YES I still need help!! 

[EmersonB]

Hey Chadbendel,

Thanks for getting back to us. I checked your case and saw that you have a new Nest Learning Thermostat. To confirm, are you still getting the same issue? What are the steps you've done with your Nest Thermostat? Keep us posted.

Regards,

Emerson

[Chadbendel]

Cleared app data, uninstalled and reinstalled. Thermostat still showing offline.

[BigDaddyC]

I have the same issue

[EmersonB]

Hello BigDaddyC,

Thanks for posting here in the Community. I know how important it is to use your Nest Thermostat while connected to your Wi-Fi connection. To confirm, what troubleshooting steps have you done so far? We need this information to give you a better option.

Best,

Emerson

[Lilprincess2205]

Having the same issue. I’ve done all of the above. 

[Markjosephp]

Hello there,

Thanks for assisting here, Emerson.

@BigDaddyC and @Lilprincess2205, I know it has been a while, but I wanted to ensure that everything was covered here.

Could you please check the status of your router settings with these?

• Quality of Service (QoS) settings
• Device priority
• Parental controls
• Wi-Fi pause
• Interference and attenuation

Let us know so we can move forward.

Best regards,

Mark

[Chadbendel]

I ended up refunding the basic Nest thermostat and purchased the Nest learning thermostat. Works like a charm. Really bummed that I couldn't get the cheaper one to work. 

[Markjosephp]

Hi Chadbendel,

I'm sorry for the experience you had with the Nest Thermostat 2020, but I appreciate you for still keeping up with the Nest Thermostat, and I'm glad to hear it was working smoothly. If there’s anything else I can help you with, please let me know.

Regards,

Mark

[BigDaddyC]

It works intermittently. I programmed the schedule and it will run that even if it says it’s offline. If I do a restart then it will work again for a while so it’s manageable. 

It only shows being off line on the app, when I check the thermostat it says it’s connected to my network. Weird.

[Markjosephp]

Hi BigDaddyC,

Thanks for the update. To cover all the bases, could you provide a rundown of all the steps you've tried aside from restarting it?

I'll look forward to your response.

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