Nest thermostat with fibrus and eero routers

[Duck90]

I have had fibrus super fast broadband fitted a few months back and since then I can’t get the nest app to talk to the thermostat when 5ghz is enabled in my router. When I set the heating nothing happens or sometimes the nest app says it can’t connect to the thermostat. 
I havnt noticed if the thermostat is connecting to 5ghz WiFi but I’m assuming it is and this is the issue. Is there anyway to set the nest to connect to 2.4 the only? Or is there any other workaround that anyone knows about? 
TIA 

[tajennifer]

Hi Duck90,

Thanks for posting. I'm sorry to hear that you are experiencing this situation with the 5 GHz WiFi connection on your Nest Thermostat and your Nest App. I understand how frustrating it can be when things do not work as expected. But don't worry; help is here. In this case, I just need to ask for some information to provide the best solution: 

• What Nest thermostat model do you have?
• What's the software version of your thermostat?
• Can your other devices find your Wi-Fi network name (SSID)?
• Do you only have one Wi-Fi network, or are there others?
• Can your other devices connect to the internet through your Wi-Fi network?
• Has your thermostat ever connected to your network?
• Can the thermostat find or detect other networks?
• Do you see any error code on the thermostat display? 
• What steps did you already try to solve the situation?

Please keep me posted. I'll be waiting for your response.

Best regards,

Jenny

[Duck90]

Hi thanks for the reply, so I’ve recently found out it isn’t the 5ghz WiFi as it has stopped working again. It’s not so much a connection issue as it is connected fine it’s just when I want to send a command say to put the heating on nothing works so I have to manually turn the thermostat. My internet provider told me to contact nest aswell as them and basically told me to mention that my broadband is the new WiFi6. 
here are all my details tho. 
• Nest thermostat gen 3 

• 5.9.5-2

• I’ve had no issues with any other WiFi devices just seems to be the nest. 
• the device is connected just won’t work with commands. If I set a schedule this does seem to work. 
• I havnt checked to see if it will connect to other networks. I don’t have a signal at the minute but I will try and hotspot and attempt to connect to that. 
• I’ve just looked on the app and it just says offline at the minute and can’t connect to network. No error messages come up. If I set the heat to say 20c it just stays grey and does not go to orange to say the thermostat has received the command. 
• the only thing I have tried really is turning both the thermostat and the hub off by the mains and temporarily disabling 5ghz WiFi. 
• my router is an EERO gateway pro 6 and my provider is Fibrus. 

thanks again 

Daniel 

[tajennifer]

Hi Duck90,

Thanks for your response and all the information provided. I understand that your Nest Learning Thermostat 3rd Gen is still having problems with the WiFi connection, and it's showing offline on the app, but don't worry; we can help. The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there.
 
Best regards,
Jenny

[Duck90]

All done thanks 

[MackinsVII]

I'm having the exact same issues since joining Fibrus. 

I've tried 3 different routers and they have dedicated 2.4Ghz channels, but the problem still persists. 

The thermostat works fine, it's the connection between the Nest app and the thermostat that is dodgy and keeps saying it's gone offline when it's clearly online.

I'm thinking the Nokia modem that they supply must be blocking something.

Am I right in thinking the app doesn't connect directly to the thermostat via WiFi and that the thermostat and app talk to each other via Google's servers through the internet? 

[Duck90]

Yeah that sounds about right. I’ve filled out the form as requested so if I can find a workaround I will post it on this thread 

[MackinsVII]

Thanks for your reply.

I'll have a look later and see if I can access the Nokia modem settings and see if I can change something within that to get it working. 

[Darrendixon]

Have either of you made any progress? I've had this issue for months and still no further forwards other than accepting I can only adjust heating on the thermostat and to update the schedule I have to put error into legacy mode. Rather frustrating. 

[MackinsVII]

I'm in the process of getting a Static IP from Fibrus as the Dynamic IP it has as standard can cause issues with Thermostats and Cameras. 

I spoke to them 2 days ago and I'm just waiting for an email with the details now, but I'll let you know once it's set up. 

[Darrendixon]

I debated heading down that route but I'm yet to do so. Are fibrus chatting you their usual fee for the pleasure of a static IP? 

Certainly interested in how you get on as it's frustrating having technology that's no more use than what it replaced really! 

[MackinsVII]

They offered it to me for £2.50 per month. I was like that seems a bit of a rip off as surely it won't cost Fibrus a penny? But they said they have to buy the IP. 

Hopefully it fixes the issue though and I can renegotiate the fee when my contract is up. 

[Darrendixon]

Definitely feels a little unfair to pay more for it. Have they said you also need to provide your own router? That's what put me off in the end monthly charge and purchasing new kit. Sometimes wish we stuck with our old setup! 

[MackinsVII]

No, they never said anything, but I already upgraded my routers when trying to find a solution to this problem. 

I tried the Eero 6E Pro routers (the next model up from the Eero 6 Pro I got with Fibrus) and they solved nothing and were still very slow. 

So I got a pair of TP-Link Archer AXE75 routers as they can have dedicated SSIDs for each band and they still wouldn't work but they are far faster than the Eeros. 

I'm getting almost the full download and upload speeds anywhere in the house now whereas with the Eeros I was barely getting 20% unless I was sitting next to the router. 

[MackinsVII · Accepted solution]

So I got my static IP address today from Fibrus, changed the router settings and can confirm, the Nest Thermostat is working with the app now. 

I set it up at 10AM this morning roughly and 9 hours later, everything is still working as expected with zero disconnects. 

[Darrendixon]

That's some good news, may well motivate me to do the same thing now! 

[Duck90]

Great thanks for all the info sorry this is the first time I have seen any of the messages. 

good to know there is a fix for it though. I’ll ring fibrus and go down the same route as my sky plays up every now and then with fibrus so hoping this will solve that aswell.