Nest thermostat keeps going offline

[edwkramer]

My Nest Learning thermostat keeps going offline. We reset the Wi-Fi connection and it works for a few hours and then goes offline again (and again, etc.). What do we do to fix this? Thanks.

[Patrick_Caezza]

How is it wired?

[edwkramer]

when I installed a new HVAC system 6 months ago the installer connected it for me to where the former thermostat was. He connect all the appropriate wires and it has been working fine for the last 5 1/2 months. Just in the last 7-10 days has it been intermittently disconnecting from the Wi-Fi in my house. Everything else connected to my Wi-Fi works fine.

[Patrick_Caezza]

I need to know what wires go to what terminals on the base. Pull the display off and post a picture of the base wiring.

[edwkramer]

As requested @Patrick_Caezza, here are pertinent photos of my Nest thermostat.

 

 

 

[Paul_R]

Hi there, have you been ab;e to check my colleagues last message?

[michald]

Hello, how have you managed to sort this problem? For me Thermostat is all connected and working, however, on the app it shows OFFLINE and when it connects (usually when I get home and check the connectivity at the thermostat), it says that the HEAT LINK is offline. I have had this issue since I moved into the flat. I have even changed the batteries to see if that would solve the problem but it did not. Could you please let me know if you managed to solve your problems and if so how? Thanks! 

[Markjosephp]

Hello folks,

I wanted to stop by and see how I could help.

Thanks for the help here, @Patrick_Caezza.

@edwkramer and @michald, I'm sorry to hear you're having issues reconnecting your thermostats in the Nest app, even when they're connected to your Wi-Fi networks. I'd be happy to take a look at this.

Could you please check your thermostat's power readings? Go to your actual thermostat's Technical Info settings and then select Power. Also, from what country are you posting?

I'll look forward to your response.

Regards,

Mark

[michald]

Hi Mark,

thanks for getting back to me. I have checked my Thermostat power readings, it seems all okay for me, however, are you looking for anything specific there? I am based in the UK.

Thanks a lot in advance for your help.

Kind regards

Michal

[Paul_R]

Hi there! @michald Could you please send a picture of the power readings from where Mark indicated, and one from Settings > Technical Info > Network?

@Skshowell, I'm sorry to hear about it, but I'm here to help. Could you please be more specific? The thermostat disconnects from Wi-fi intermittently or it is showing as offline in the app even if the thermostat itself says it's connected? 

[AlexD]

Hi, I wanted to check in. Did you see my colleague's message? Make sure to keep me or them posted when you are able. 

[michald]

Hi Paul,

thanks for getting back to us. Is there a way to send the photos directly to you? 

Thanks!

[UanaC]

Hello there @michald! Would it be okay if I reached you over your associated email in order for you to send me the required photos there?

[michald]

Good morning, yes that is absolutely alright. Thanks! 

[AlexD]

I sent an email your way. Check to see if you received it, go through it and let me know here once you have. 

[michald]

Hello, apologies for the delay, I have now filled in the form you sent over. 

[LarisaL]

Hi there! We received your form but it looks like some information is missing. I resent the email to you, please make sure you complete the form with the correct information and the full address. 

[michald]

Hi, that has been filled in now. Thanks! 

[UanaC]

Hello there @michald! 

I've sent you an email. Please let me know once you've responded to it. Also, in the mean time can you please create another structure in the Nest App, remove the thermostat from the old structure and add it back to the new one to see if there is any change?

Many thanks, Oana. 

[edwkramer · Accepted solution]

How do I send the pertinent photos of my Nest thermostat?

[edwkramer]

Never mind; I know how.

[edwkramer]

To everyone: I posted three photos so please let me know if all looks okay. Thank you.

[Skshowell]

The same thing is happening to me.

[edwkramer]

Anyone have thoughts about my problem now that I posted photos of my thermostat?

[gwillis8159]

I have the same problem. Contacted Google 3 times already and nothing. They are blaming my ISP, which is interesting because all my other devices are working fine.  Very frustrating, should've bought something different.

[jtowne]

Batteries are good, all other wi-fi devices are up an running.  Nest Goes offline every couple of days.  The nest is behind a 60inch Sony TV so gettind access is not easy. ATT says problem not in the internet, but my internet can drop for a second.  When it drops the Nest MAY go offline but not all of the time.

How to diagnose?

[Jenelyn_O]

Hi folks,
 

Thanks for the update. I'd love to help.
 

@edwkramer, the power readings of your Nest Thermostat are all fine.
 

@edwkramer, and @gwillis8159, make sure to enable recommended router settings below:
 

1. Enable 802.11 b/g/n if you have an 802.11 ac router.
2. Set your Wi-Fi router's DHCP lease time to at least 2 hours.
3. Turn on your router's Power Save Mode (PSM), if you have a Nest thermostat.
4. Enable IPv6, if you have a Nest Protect.
5. On your Wi-Fi router, turn on multicast, if you're adding additional Nest devices.
    

@jtowne, connection interference could cause your thermostat to go offline in the app such as Cordless phones, Bluetooth devices, and baby monitors and other Wi-Fi devices. Is there any instance that your thermostat shows a low battery?
 

Regards,

Jenelyn

[Dan_A]

Hey there,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Thanks,

Dan

[edwkramer]

Thank you Jenelyn. I will check all the router settings. Interestingly, I have not had problems in the last 6 weeks or so. Ed

[Dan_A]

Hi there edwkramer,

It sounds like a plan. I'm going to keep the thread open for a few more days for your reply. Also, I'll be waiting for the others' responses about their status in regards to their router settings.

Best regards,

Dan

[EmersonB]

Hello everybody,

@edwkramer, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.

Thanks for lending a hand, Dan, Jenelyn, Oana, LarisaL, Paul_R, AlexD, Patrick_Caezza, and Mark.

Regards,
Emerson

[jtowne]

I have to restart my Nest 2 or 3 times per week. It gets disconnected and will not respond. I think it is because my internet  goes done quite often, sometimes momentarily.  I live in a senior apartment in North Hollywood and  am stuck with ATT internet. I had an ATT technician come to the apartment and of course the internet was rock solid.  I am looking for an app for either my iPhone  or  PC to monitor the internet an give me a  record of hoe often the internet stops.  I spent a week on 2 apps and after messing with them, I discovered that they were only Enterprise apps.   After I an get an app and determine that is is the internet, I can call ATT and stick the report in their 

If it proves not to be the internet, then I don't know what I can do

[StevenJordanK]

I am having the same issue. It just keeps going offline randomly. Usually occurs while I’m at work then I come home to a 76° house. New batteries. Factory reset. Amazing internet. All wiring is good and connected with good power. Nothing else disconnects. It happens twice a week. Never on the weekends while I am home. I don’t know what else to do and Support isn’t that great. 

[EyePhotog]

Nest thermostat goes offline every few days. All other internet & wifi is functioning. Is the Google server just not communicating the Nest status to me?

[Md171]

Mine still goes offline when I give it a command. Been through all the fixes, conversations with advisors, then finally “escalated” to the next level    Now my Nest thermostat still going offline and crickets from Google /Nest people.  Useless.  Gonna use it for skeet practice..

[Snooper8]

I’m having same issue!  Intermittent offline on app.  ALL my other devices, including blink, garage door, laundry, TV, etc.  all work great from my phone.  It worked fine for 2 years and now it goes offline intermittently constantly.  I’ve looked at all settings and tried restarting router and app.  Router and app are 10 feet apart.  Can Google help or what??  Seems it’s a software bug?