Nest temp sensor not working or connecting

[PatrickG2]

My Nest sensor keeps going offline. I replaced the battery and removed and readded the sensor getting a successful connection. However, within 24 hours the sensor reads offline. This has happened multiple times. I need help.

[zoeuvre]

Hi PatrickG2, 

Yikes! I'm sorry to hear that your thermostat keeps going offline. A few questions: 

1. How many Nest devices are offline?
2. Has the device ever been connected to their Wi-Fi network before?
3. Are other non-Nest devices in the home offline?
4. Can the device find or detect other networks?
5. Has there been any recent change in the home Wi-Fi network?
6. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?
7. Did you try using the Help Center or troubleshooter before contacting support? If so, which steps have you tried already?

i'll look forward to your response. 

Best,

Zoe 

[HalKunnen]

You probably need to contact your HVAC company because it sounds like the main power to your thermostat from the HVAC unit is intermittent. Your NEST program forgets settings if the main power is off too long and the little battery drains below normal. 

[zoeuvre]

Hi all,

Thanks for chiming in, @HalKunnen. 

@PatrickG2, I want to check if you managed to see the response above. Please let us know if you still have questions or concerns, as we'll be willing to assist you more. 

Regards,

Zoe

[PatrickG2]

Yes, I have completed these steps. I did remove and reconnect my sensor once again, but once again it was offline the next day. I have since tried to reconnect but was unsuccessful. This is annoying and inconvenient because the sensor is in our basement TV room where we spend a lot of time.

What is your advice?

[PatrickG2]

I have had no other problems with my Nest thermostat nor with anything connected to it. We have had no recent power outages.

I replaced the sensor battery and it reads strong on my battery tester.

[zoeuvre]

Hi there, 

Gotcha. Follow these steps (skip the ones you already did): 

1. Restart the thermostat.
2. Remove the battery from the sensor for at least 30 seconds, then put it back.
3. Check if you are logged in to the correct account and can see the sensor in the Nest app.
   • If not, you need to change accounts or unpair and pair the sensor to the correct home structure. If you wants to use a new or different account, the sensor continues to show in the old account until removed from that account.
4. To reset the network settings of the thermostat, go to Settings > Reset > Network. If Network isn't available, select Account connection instead.
5. Reconnect the thermostat to the network. If you reset the thermostat's Account connection, also reconnect the thermostat to the account.
6. Run a connection test.
   Note: If the sensor doesn't immediately show in the Nest app after you refresh the network connection, try to switch to Spaces view and back to the regular view. In the Nest app, tap Settings > Spaces > Tap the switch to enable > Back > Spaces > Tap the switch to disable.
7. To perform a full reset, remove the battery from the sensor for 5 minutes and then put it back.
8. Unpair and pair the sensor back to the account.

Let us know how it goes. 

Thanks,

Zoe

[PatrickG2]

Hey Zoe. Thanks for your suggestions.

I have unpaired my sensor multiple times and reset exactly as you describe.

It will pair

, but within 24 hours it's offline. In that interval I have not used it to set the temperature.

Is there a way other than you suggest?

[HalKunnen]

Are you able to verify that the power supplied by your HVAC is connected 24/7?  Mine lost connection like this because construction workers turned the breaker off and the NEST battery lost charge.   NEST memory resets to factory settings when power is lost. I’ll bet you have a power problem. Too bad NEST didn’t program their system to accommodate memorizing user settings. 

[zoeuvre]

Hi all, 

@PatrickG2, thanks for letting me know. Don't give up on us yet—we'd like to further check on this. Could you fill out this form and let me know once you're done?

Regards,

Zoe

[zoeuvre]

Hi there PatrickG2, 

We've received your form—thanks for filling that out. Please keep an eye on your email, as someone from our team will reach out to you to assist you more. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.
 

Cheers,

Zoe