Several Issues [Heating control & always offline on app]

[Jenluvsbrown]

This thermostat was already installed when we bought our home 2 years ago. Seemed to be working well right up to 6 months ago when it started to show offline on the app. When u walk up to the thermostat with the phone and move the screen, app magically goes back online. We have tried all of the steps and it does not work to move the thermostat back online from the app. We have also fully charged it when it’s low battery. Also we noticed lately the thermostat adjusts the temperature on its own when we have NEVER programmed it to do so. We work from home and we don’t use the home and away features. We used the helps for that and that also hasn’t worked. I just checked why the house was so dang hot, again, thermostat was on 75, when the last time I set it to 70. This has becomes a problem as we travel and when we are away from home, we cannot control this thermostat. I’ve considered replacing it but I’m not motivated to continue to use Nest for this is they’re just going to be defective after a few years of use. Does Google replace these devices? 

[zoeuvre]

Hi Jenluvsbrown, 

Uh-oh! I'm sorry to hear tthat you're experiencing issues with your Nest Thermostat, including it going offline on the app, adjusting the temperature on its own, and the inability to control it remotely. For your Nest Thermostat showing offline in the app, a few questions: 

1. What type of Nest Thermostat do you have?
2. How many Nest devices are offline?
3. Has the device ever been connected to their Wi-Fi network before?
4. Does it show offline in the Nest or Google Home app or indicated on the Nest device?
5. Are other non-Nest devices in the home offline?
6. Can the device find or detect other networks?
7. Has there been any recent change in the home Wi-Fi network?
8. 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?

If your Nest Thermostat is adjusting the temperature on its own, even though you haven't programmed it to do so, it could be due to several factors. Here are a few possibilities and steps you can take:

1. Nest Thermostats have a feature called Auto-Schedule, which learns your temperature preferences over time and creates a schedule accordingly. It's possible that the thermostat has learned patterns and is adjusting the temperature based on its understanding of your preferences. You can try disabling the Auto-Schedule feature by going to the Nest app or the thermostat Settings > Nest Sense > Auto Schedule. 
2. Another potential cause is the Home/Away Assist feature, which uses occupancy detection to adjust the temperature when you're not at home. Even if you've indicated that you work from home and don't use this feature, there might be factors that are confusing the occupancy detection. You can try disabling the Home/Away Assist feature to see if it resolves the issue. Go to Settings > Home/Away Assist then tap either the Home or Away icon at the top of the screen.
3. Occasionally, software glitches or errors can cause unexpected behavior in the thermostat. Make sure your thermostat is running on the latest software version. Check for any available updates in the Nest app or on the Nest website, and install them if necessary.
4. If the issue persists, you can try performing a factory reset on your Nest Thermostat. This will reset all settings to their default values, so you'll need to reconfigure it afterward. To perform a factory reset, go to the thermostat's settings menu and look for the reset option. Follow the on-screen instructions to complete the reset.

Keep us posted. We're happy to help.

Best,

Zoe