Nest thermostat says offline but network says connected

[Flossyrockstar]

So as above really, go to app to make adjustment or turn on heating and app says offline. When in menu on thermostat it says network connected.

If I reboot it works fine until I reconnect via app then says offline. Thermostat 2 meters away from WiFi router which is Vermin media.

[Markjosephp]

Hello Flossyrockstar,

I'm sorry to hear that you're having an issue with your thermostat, which went offline in the app but connected on the device itself. Let's see what's going on.

Please check your thermostat's power readouts. This might help us determine why it's dropping the connection to the app.

• For the Nest Learning Thermostat and Nest Thermostat E, go to Settings > Technical Info > Power.
• For the Nest Thermostat 2020 model, go to Settings > Equipment > Power Info.

Also, going over these steps might help:

1. Try to forget your Wi-Fi network in your phone's Wi-Fi settings and reconnect it again.
2. Uninstall and reinstall the Google Home app or Nest app to ensure that it's updated.

Let me know how it goes.
 

Thanks,

Mark

[Markjosephp]

Hey there,

I'm checking back in. Were you able to do the steps above? I'd be glad to hear from you — I'd like to make sure everything is working.

Thanks,

Mark

[Flossyrockstar]

Hi Mark

Yes done all of the above but to no avail. I spent the day yesterday moving the thermostat around the house and found that there were two spots where although the thermostat was showing connected to the heatlink it was showing offline on the app.

Ive. now relocated the heatlink from the loft ( where the boiler is located) to the old airing cupboard.

In the two places where it was showing off line it now doesnt, but it is early day’s.

I’ll keep testing for the next week and let you know how i get on.

[Paul_R]

Alright, please monitor the situation and keep us updated. We'll get back in touch to follow-up on the situation. Until then, have a great day and stay safe!

[Flossyrockstar]

So quick update. It lost connectivity with the app this morning but as soon as I went into the menu it reconnected?

Its been faultless since it was installed about three years ago but from sometime in November last year intermittently lost connection with the app but normally had to disconnect from wifi network and reconnect to regain connectivity so this reconnecting just by accessing the menu is a new development.

Bit of a head scratcher this one.

[AlexD]

Did you have any changes in the network before this behavior occurred such as a new router or internet provider? 

You may want to check your networks settings, it is possible that something needs adjustment. You can check our recommended settings here.  

[Flossyrockstar]

Hi Alex 

we had a new vermin media hub fitted back in February last year. But other than that nothing has changed. I’ll take a look at your suggested settings and see if anything needs tweaking.👍

Pete

[AlexD]

Keep us posted here after if you make any changes. Also, have a look under Settings> Technical info> Power to check if the battery is 3.8 or more, and also check Settings> Technical info> Network and check what the ms ping and signal strength is.

[Flossyrockstar]

Hi Alex

So checked suggested network settings and they are ok and checked battery voltage which is 3.922 volts. Ping is 912 milliseconds which seems high, signal strength is 77.

Pete

[AlexD]

Gotcha. The battery readings look good. The ping is a little high but still below 1000 with a signal strength above 50. In this case I would recommend to go to Settings> Reset> Network on the thermostat. Perform this reset 2 times, one after the other. Once done, this will eliminate all network information on the thermostat. Connect it back to the network and see how it behaves after. 

[Flossyrockstar]

Hi Alex

Will do wont be until tomorrow now though.

I’ll let you know how I get on 👍

Pete

[AlexD]

No worries. Let me know how things go. 

[Paul_R]

Hi there, just checking in! Have you managed to check the steps provided by my colleague?

[Flossyrockstar]

Hi Paul

I will give them a go tomorrow and let you know 👍

[Paul_R]

Alright, keep us posted. Have a great day onward!

[AlexD]

Hi, just wanted to check in. How has it been going? Keep us posted here. 

[AlexD]

Hey there, I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, AlexD.