Offline

[Amandaab]

Hi. There are a few days that my nest thermostat keeps going offline. I already have read the troubleshooting steps in order to try to solve it.

I’ve checked the wifi connection 

I’ve checked the battery levels

I’ve checked if my app is the latest version. (I’m using iphone 12 pro max. Automatic updates.)

The only thing that makes it works is resetting, but just for 1 or 2 hours, and then it stay unresponsive or offline again.

I have been trying this for 5 days. I can’t fix it. Does anyone know what else can I do?

[dels]

Whatever you do, do not reset it... I have had the same problem and I haven't been able to add it back to my account since... I have been trying everything for over a week now.

[JJD]

I’m having the exact same issue and also posted a question. Very frustrating!

[JennStevens]

My thermostat has worked flawlessly for over a year. Now it’s been offline for 20 hours and won’t reconnect 😭 

[ThermostatSucks]

Mine as well! I've tried everything; rebooting my modem, resetting nest partway, then still no change when it does show offline on my app it's sometimes working on thermostat, but it's been doing this now over a week 

[Amandaab]

Guys, I got the problem solved!!!

the problem here was the wifi connection. I live in an apartment complex and the internet is provided by the community, it’s like shared. I’m sorry but I don’t remember how it’s called.

Some of my eletronic devices doesn’t work in this kind of internet such as my wifi doorbel, cameras, so I activate a mobile hotspot from my desktop computer, and I can connect this devices on the hotspot and now my google nest, and it’s work normally again 😊😊

I hope this help you

[GarrettDS]

Hey folks,
It looks like we have come to a solution so I'm going to be locking this thread. If you have any other concerns or questions, please feel free to create a new thread.

Have a great day.
Garrett DS
 

[Amandaab]

Guys, I got the problem solved!!!

the problem here was the wifi connection. I live in an apartment complex and the internet is provided by the community, it’s like shared. I’m sorry but I don’t remember how it’s called.

Some of my eletronic devices doesn’t work in this kind of internet such as my wifi doorbel, cameras, so I activate a mobile hotspot from my desktop computer, and I can connect this devices on the hotspot and now my google nest, and it’s work normally again 😊😊

I hope this help you

[ElleMcW3]

I have had the same problem for two that have worked fine until last 6 months. It is making me CRAZY! Like you, i have done everything they tell you to do.. over and over... I'm about to rip them out and they are only two years old. 

[JJD]

After several emails back and forth with google, I’ve finally got my thermostats working again. Apparently the thermostats need consistent, low latency connections to the web. You can check your ping latency in the network settings, If it’s above 1000ms, that’s probably too slow

To fix this, I had to go into my router’s Quality of Service (QoS) settings and set the thermostats to the highest priority (even higher than all your other WiFi devices).   This helped the ping time to drop to around 500ms, and get a much more stable connection via the app. I only saw offline for a few seconds twice over the course of a week.

Crazy that this is necessary, but a workable solution