Nest thermostats offline in app

[drestes]

I have 2 Nest thermostats that have been installed and working properly for about 2 years.  In the last couple of weeks, both thermostats have been reporting in the app (Android) as offline.  When I go to the thermostats, they are both connected to wifi and working properly.  I have gone through the trouble shooting tips on both thermostats.  Both have a C wire for power and battery levels are good.  I have ensured that they have updated software.  I have restarted the wifi router and restarted both thermostats.

When I am in front of the thermostat and press it, the thermostat will show as connected on the app, but after a few minutes it goes back offline again.

Any ideas how to keep the thermostats connected to the app?  This is getting very annoying.

[zoeuvre]

Hi drestes, 

Thanks for posting here, and I appreciate the steps you took in resolving this matter, but still, there have been no changes to the thermostat situation. The next thing I want you to do is factory reset your Nest Thermostat. If the device can now connect to the Wi-Fi network with no problem, the situation is now resolved. I advise you to monitor the connection after that as well.

Let us know how it goes.

Best,

Zoe 

[drestes]

Thanks for responding - do I need to reset All Settings or just the Network?  It looks like if I reset All Settings, it will disconnect from my account and I will lose any schedules I had setup.

[zoeuvre]

Hi there, 

Thanks for getting back to us. You need to factory reset all settings on your Nest Thermostat so that the network will refresh both on the thermostat and on the app. Yes, it will disconnect itself from your Nest app, but you can still add it again by removing the thermostat from the Nest app. After that, you can add your thermostat on the Nest app again and then observe its internet connection.

Keep us posted.

Regards,

Zoe