Nest thermostat is offline

[Pkog]

when I physically change temperature on my thermostat, the app seems to show it as online.  After a while of being idle, the app goes offline but my internet company said the device is connected.

It’s a nest 3 device.  Battery level is 3.92( good)

what I tried so far after reading community posts.  
1. factory reset device

2. removed thermostat fro app and added it back

same issue, stays online for 3-4 hrs and it goes back offline.  This is my rental and I need access to the thermostat from the app.  
Looking for solution 

[zoeuvre]

Hi Pkog, 

Yikes! I'm sorry to hear that your thermostat just stays online for 3-4 hrs goes back offline. Let me take a look at this for you. A few questions: 

1. Are you located in North America or Europe? 
2. What type of Nest Thermostat do you have? 
3. What Nest products do you have?
4. How many Nest devices are offline?
5. Has the device ever been connected to their Wi-Fi network before?
6. Does it show offline in the Nest or Google Home app or indicated on the Nest device?
7. Are other non-Nest devices in the home offline?
8. Can the device find or detect other networks?
9. Has there been any recent change in the home Wi-Fi network?
10. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?

I'll look forward to your response. 

Best,

Zoe