Nest thermostat loses its mind.

[Tgbmom]

We had been using our nest hvac thermostat happily for almost a year. Then at about 11 months it kept saying loss of wifi. I did not know this was a known nest issue so we only complained to Google worker friends. Then it became more often, then it was complaining about other things even though it was working fine. We recently discovered one can call helpdesk but they were unable to help and has now passed warranty period. We bought another one today. It gives a different error. That it doesn’t see the C wire. We’ve used a voltmeter, power is just fine. Can put old one back in and it only complains of wifi. So we now have old and new and each complains about something different. Helpdesk can’t help. Do we give up and buy the Alexa thermostat  instead or is there someone that knows what’s wrong. My husband believes problem started with a software update. Helpdesk was unable to restore an older software version  and denies any possible SW issues.

[EdwardT]

Hi Tgbmom,

Thanks for reaching out. I'm sorry to hear that you're having an issue with your new Nest Thermostat. I'd love to know more about this and I have a few questions:

• What type of Nest Thermostat do you have?
• How is your Nest Thermostat wired?
• What is the power reading of your Nest Thermostat?
• What's the exact message you're getting?

Thanks,

Edward

[Jake]

Hey Tgbmom,

I wanted to check in and see if you managed to see Edward's post. Please let me know if you have any questions from here. I would be happy to assist, and make sure you are good to go.

Best regards,
Jake

[Jake]

Hey Tgbmom,

I want to ensure you are good to go, and everything is working properly. Please let me know if you are still having trouble, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

[Tgbmom1]

We found the root cause of power loss and disconnected Wi-Fi errors on our Nest Smart Thermostat to be a clog in the condenser drain pipe. The float valve was intermittently cutting power to the thermostat. 
Now that we have resolved the power problem, our Nest again has a server connectivity issue. When the Nest’s Wi-Fi connection is interrupted (e.g., router reboot or internet outage), sometimes it fails to connect with the Nest server when the internet connection resumes. There are no error conditions reported on the thermostat. The Network status shows Connected. The Account status shows Connected. However, the Google Home App on our iPhones shows the Nest Thermostat as offline. After forcing a restart from the thermostat’s Settings panel, the thermostat again shows as Online in Google Home. 
Could there be a bug in the Nest Thermostat software that impacts recovery from a network interruption?

[EdwardT]

Hi Tgbmom1,

Thanks for the update. I'm glad to hear that you were able to figure out the power issue. We don't have a lot of reports about the server connection issue. I would suggest observing it for now and let us know if anything comes up.

Thanks,

Edward

[EdwardT]

Hi Tgbmom1,

It's me again. I wanted to check back in to see if you have other questions and concerns. Feel free to let me know if you do. 
 

Thanks,

Edward

[EdwardT]

Hi Tgbmom1,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward

[Tgbmom]

We’re collecting data again but it won’t be different from previous loss of wifi and nest not reconnecting to phone when itself connects back to wifi, so we’ve gotten no useful help yet.

[EdwardT]

Hi Tgbmom,

Thanks for the response. Could you share the VOC, VIN and IIN readings of your Nest Thermostat? You can find this info by going to Settings > Technical Info > Power.

Thanks,

Edward

[Tgbmom]

I can give you that info, however are you responding to my initial power issue that is now resolved? I had previously posted the wifi issue as someone asked what else I had trouble with. Would I be better off starting a new topic since I’ve gotten no response on wifi issue? 

vin fluctuates between 37.040-36.864

iin 385

ps c-385

there us no Voc showing 

[EdwardT]

Hi Tgbmom,

Thanks for the update. In some cases, the battery level of the Nest Thermostat affects the Wifi connection of your Nest Thermostat. Your power reading looks fine. To isolate the issue, could you try rebooting your devices for one minute?

Let us know how it goes.

Thanks,

Edward

[Tgbmom]

Hi, we’ve recently and previously done reboot many times as well as replaced with brand new batteries. It isn’t the nest loss of wifi we care about, it is that it doesn’t reconnect with phone app.

[EdwardT]

Hi Tgbmom,

Thanks for the response. Could you tell us which Nest Thermostat you have? Also, if you haven't yet, please try the steps on this link.

Let us know how it goes.

Thanks,

Edward

[EdwardT]

Hey Tgbmom,

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

Thanks,

Edward

[EdwardT]

Hi Tgbmom,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward