Nest thermostat offline

[Carolekv]

One of three on same WiFi is saying offline.  Can be controlled manually.  We’ve tried all the steps in help text and still not working.  What is next?  Thanks!! 

[Thelston]

Is it a GEN 1 thermostat? One of mine is. Google has discontinued support for them so they will appear off-line forever. I will never buy another Google nest product as I think forced obsolescence is a really bad look for customers. 

[Carolekv]

No, it’s a 3rd gen

[jenniffert]

Hi @Carolekv,

Thanks for reaching out to the community! I understand that your Nest Learning Thermostat (3rd gen) says offline even when your other two thermostats are connected to the same WiFi network, and the only way to control it is manually. I appreciate you taking the time to search for some troubleshooting steps. No worries, I can definitely help you with the best next steps!

To better assist you, I'd like to ask for the following:

• Could you please confirm through the thermostat's settings if the device is connected to the network? If it is not, can you confirm if the thermostat is able to find your preferred network or any others?
• When did you first notice the issue?
• Did you get any specific error message or code?
• Has there been any recent change in the home Wi-Fi network?
• Can you detail the steps you tried?

In the meantime, I'd suggest checking the following:

• Verify that the thermostat is within 10 feet (3 meters) of the Wi-Fi access point to ensure a better connection.
• Turn off any devices that may cause interference. Then try to connect the thermostat to Wi-Fi again. For reference, you can check out this article: Troubleshoot setup: thermostat doesn’t show your Wi-Fi network.

I appreciate your input and sharing your feedback, @Thelston.

I look forward to your response.

Best regards,

Jenniffer

[Carolekv]

Thank you and here are my responses - at a high level, we've done everything you've mentioned and the device still doesn't work.  It did work, for approx 2 years, in the same location, with the same network, so it really appears the device has somehow broken its ability to connect to our internet.  

• The device does show our internet/wifi in the list as it should.  If we submit the password, it just goes round and round and then says it cannot connect. 
• First noticed upon getting home from a vacation, maybe a week ago.  it's still down and has been so the entire week since.  The other two nests and all other internet devices remain fine.  
• No specific error message or code, other than that it can't connect. 
• No recent change in the home Wi-Fi network?
• My husband followed all steps in the help information on the Nest site, even if we were pretty sure it wasn't the issue.  I understand the concept of troubleshooting so knew we needed to try whether we thought that was it or not. 

• Thermostat is literally across the room from the wifi device, as it has always been.  Nothing blocking it. 
• Nothing has been added to the room that could now be causing interference.  Again, it worked for a couple of years before this.  

We did lose power for a while during our time away, but nothing else was impacted by the outage.  Not sure if it was a lighting storm or what, but nothing else was impacted.  It is really like this specific device has lost its ability to connect to the wifi, and the problem is IN the device.  wondering if we just need to replace it and if so, is there a discount or exchange to do so? 

Thanks for your help.  

[jenniffert]

Hi Carolekv,

Thanks for following up on the case and for the detailed information shared! I appreciate that you've already followed all the steps and suggestions provided above. It's understandable that this situation is concerning, especially since the device was working fine for around two years, but now it isn't connecting to the same WiFi network. I can definitely help you to find the best option to solve this issue.

As you mentioned that your husband already tried some steps, could you please provide the details of which steps he followed?

In the meantime, please try the following steps to isolate the issue:

• Test with a Mobile Hotspot: Try connecting your thermostat to a different network, such as a mobile hotspot, to confirm if the issue is with your home Wi-Fi network or the thermostat itself.
• Perform a Hard Reset: Press and hold the thermostat down until the screen turns off (about 10 seconds), then release. This performs a power cycle without erasing settings.
• Restart and Update Router: Restart your router and check for and install any necessary firmware updates for your router, as these can often resolve connection bugs.
• Reset Network Settings: Go to Settings > Reset > Network on the thermostat. Note: If the Network option is unavailable, select Account connection instead. After this, try one more time to connect the thermostat to the network.

Let me know how it goes.

Best regards,

Jenniffer