Offline

[Ck628]

Nest thermostat on phone app and Google hub display says offline but thermostat says it’s online and connected.  This happens all the time! Any quick solutions other than having to remove device and setting everything up from scratch each time? I’m about ready to disconnect the thermostat and go back to the Honeywell one I had before! 

[jmtcal]

I had a similar issue. I had purchased a new wifi6 router. Since then nest kept going offline. I disable 802.11ax and now it works fine. Hopefully Google will update the firmware.

[Ryan_G]

Hey everyone,

@jmtcal, thanks for helping us out here in the Google Nest Community.

Also, I just wanted to follow up and see if anyone is still in need of help? Please let me know, as I would be happy to answer any questions you may have.

Best regards,

Ryan

[jmtcal]

Will Google update the nest software to be able to work with wifi 6?

[Ck628]

I have had to do a factory reset on the Nest every day this week in order to reconnect it to the app.  Not sure it's worth having at this point.  Thermostat is online and working but says offline in the app.   None of my other Google products have this issue. 

Do you know how to fix the issue? 

[Ryan_G]

Hi Ck628,

Thanks for your update.

Could you tell us if you're using the Google Home app or Nest app? Have you tried downloading the app on a different mobile device? How about connecting your device to your mobile internet, is it still showing offline from the app?

Best regards,

Ryan

[Ryan_G]

Hey folks,

Thanks for visiting the Google Nest Community. 

Since this thread hasn't had activity in a while, we're going to close it to keep content fresh.

If you have additional questions, feel free to submit another post and provide as many details as possible so that others can lend a hand. 

Hope this helps!

Kind regards,

Ryan

[Ck628]

I am using the Google Home App - I don't have another mobile download it to.  The device is connected to my home wifi - the device never shows offline - only the app shows it as offline - the device works fine and has not been disconnected - its only the app that disconnects from the device.  It also shows offline in my Google Hub but the device is still connected.  It doesn't make any sense. 

[Ryan_G]

HI Ck628,

Thanks for your reply.

Could you check if your WiFi router has a dual/tri band settings? It's possible that your Nest Thermostat is connecting to a different WiFi network and your mobile device is switching to a different one or losing a connection to the internet.

Is it the same if your phone is connected to its mobile data internet and not your home wifi?

Best regards,

Ryan

[Ck628]

No multiple settings on wi-fi router.  Yes it's the same... it doesn't matter if it's on data or home wifi. The Google Hub also shows offline (same as mobile device) and it's connected only to the home wifi.