Nest thermostat not kicking on until I "wake up" the screen by passing by

[alexdolgin]

In the middle of the night trying to use my Android app to raise temperature, no response. Early morning approach the thermostat, it wakes up and goes to that new setpoint; Android also wakes up and starts working normally. Is it expected? 

[Jenelyn_O]

Hi alexdolgin,

Thanks for reaching out. I'm sorry for the trouble during the night. I'd like to know more about it. A few questions: what type of Nest Thermostat do you have? In what states are you located? Did you receive any specific message or code in the app when the thermostat has no response? Have you recently experienced a low battery message or power outage? 

Also, please check your thermostat’s Energy History. It might help you see what your thermostat was doing previously.

Best,

Jenelyn

[alexdolgin]

Hello Jenelyn, this is a brand new Nest Learning model. After a few more days of use I think I can describe the problem more fully. It normally responds instantly to my phone app while increasing the temp by 1-2 degrees. But in the morning after non use, I am waking up, and trying to raise the temp. the app screen shows the new setting (say 70 deg changed to 72) but the screen does not turn orange and heat does not kick in. I use Android, my wife uses Iphone, both of us run into the same issue. We are in Massachusetts. Her Iphone displayed "Something went wrong. The app had trouble connecting to the Nest service." My Android did not show any errors. To summarize - after non use for a few hours the app can't control. Once the connection is reestablished, all is good until next time

[EdmondB]

Hi alexdolgin,

Thanks for all the information. I apologize for the inconvenience you're experiencing. Let me help you out. Have you tried reinstalling the app on your phone? Are you experiencing the same issue if you try to change the temperature using the webapp https://goo.gle/2qjvVSU?

Thanks for the help, @Jenelyn.

I look forward to your response.

Best,
Edmond

[alexdolgin]

Honestly, I became too frustrated with the level of support is provided. You got back in 3 weeks (!) and not offered an explanation for the problem, or real troubleshooting steps to try to narrow down the problem as described. A suggestion to reinstall the app does not really do it. As I mentioned in the original post, both Iphone apps and my Android app could not control the device for a while. My impression of the thermostat it is not robust enough to work as an appliance. And the level of support both on the phone and online is not good enough, it seems to be all about asking endless questions and providing simplistic  suggestion  like "did you try to turn off/turn on power?" Do not bother to answer as I ended up returning this new device to where I bought it from.

[EdmondB]

Hey there,

We're sad to see you go. One of the reasons we ask probing questions is to fully isolate the issue so that we can properly escalate it to the right team. We hope we can make it up to you in the future. Send us a message if you change your mind.

Best,
Edmond