No end of issues over the last few months

[Alpha18]

Has anyone else had no end of issues over the last few months? 

My heatlink completely died back in November and Nest (eventually) sent me a new thermostat and heatlink. Since then very little works correctly. 

Firstly, Home/Away assist is all over the place. I used to get a little alert on my phone when I got about 20 metres from my house as the Nest settings changed to home or away. Now nothing and it seems to guess when I'm in.

Often while away it thinks I'm home, and while sitting at home it switches to away despite my phone being set up for precise location all the time. In particular, over night it decides I'm away due to "no activity within the house". I've switched off presence sensing on the thermostat, so I have no idea what's "detecting" no activity. 

Also, routines seem to be up the spout. Even when I manually set that I'm at home, the heating doesn't switch Eco off, I have to manually turn up the thermostat.

My hub camera has the same issue, doesn't switch off when I'm home, as per the routines set up. 

Nest thermostats don't seem to be smart or learning anymore, but particularly dumb. 

[AlexD]

Thank you for the information @Alpha18 . I would be happy to try and assist. 

For the start, have a look at this link: https://bit.ly/34zt2BV;. Make sure to select Android or iOS and confirm that all these settings are correct on your device. 

Additionally check in the Nest app under Settings> Home/Away> What decides what devices are set to "Yes" there. Make sure that only your phone and no other devices are set to Yes.

Do make sure to also check your phone and ensure no battery saving settings or app is enabled to close down the Nest app. Make sure no battery optimization is applied to it.

[Alpha18]

I've already followed all these troubleshooting steps. 

Only my phone is set to Yes (thermostat set to No), but Nest is still switching to away and the activity history shows "no activity in the house". 

[AlexD]

If possible make sure to take a screenshot of your settings under >What decides and also one from the activity history, where it says there was no activity, and if it says by what device this is. 

Also, just to check, once this occurs and you pick up your phone and access your Nest app, does it get detected or does it still show as not being there? To check if opening the app triggers the detection.

[Frustratedddd]

Yes you are correct, the problems have increased.

The Heat Link is a component problem, and Nest must be really hacked off by this problem. The component costs 50p , and their replacements costs to users must be staggering.

Current issues I have are......

Home/Away alerts very often when I am at home.

The monthly report works when it feels like it.

The HW icon does not stay orange when on, only the thermostat icon does now, this use to work.

A second family member looses the connection, and I have to reset that at times.

There are others, but yes you are correct there are more issues than before.

[DragosC]

Thanks for letting me know @Alpha18, and thank you for checking on the troubleshooting steps from my colleague. I've reached out to the senior support team and they've advised me to kindly let you know that you'll need to contact them and inform them that you've been working with the community team. We'd like to open up a case for you. Please reach out to us on chat/phone/social media by clicking here: https://bit.ly/3apBRyV. Also, please use the link to this thread as a reference to avoid starting the process all over again.

[Alpha18]

Images attached. 

No, opening the app doesn't trigger detection, I have to manually toggle that I'm home. And even when I do it doesn't trigger routines (i.e. switching the heating from Eco to on). 

 

 

[CristianC]

Hi there. Just checking in. Did you manage to reach out to our senior team?

[Alpha18]

I haven't as of yet. The last time I dealt directly with Nest Support I was left £200 out of pocket which I was told would be reimbursed but wasn't, so I don't particularly trust the support process. 

[george_t]

Hi there. I understand the situation and I'm sorry you had to go through this, but I advise you to get in touch with our senior colleagues when possible, as they have the tools to analyze this in more detail. They will review your case and inform you of the next steps.

[Frustratedddd]

The trouble with passing it onto the senior colleagues, does not work either! After 4 years waiting for one of them to sort the simple orange HW icon issue out, and still waiting!l

@Alpha18 - Just check in the setting notifications on your phone, when updates are downloaded they close the notifications sometimes. Make sure the settings are set to always, not just when using.

[AnaM]

Hey @Frustratedddd,

Do you have an open case with us?

[AnaM]

Hey there,

Let me know if you still need help.

[AnaM]

Hey there,

Since we haven't heard from you yet, I'll have to lock this thread. Feel free to open a new one if you need further assistance.