Support is unhelpful

[FrustratedUser5]

Google Support is unhelpful

Contacted support numerous times to fix my nest temperature sensor from going “offline” all they wanted me to do is reset the nest thermostat and change the battery. Even if the battery was still within the correct voltage and even after I humored them and changed the battery. The only thing that temporarily fixed the issue was resetting the thermostat, seemed every 30 days I would have to do this. Now that trick doesn’t work. The sensor has been in the same room unmoved for 2 years and now won’t connect. This last time I tried to reset the thermostat the sensor will not connect, even 5 feet away, and states the room is 32 degrees. It won’t even tell me anymore that it is “offline” even though I’ve rest the thermostat, removed the sensor and re added it.

The support I have received is unhelpful and seems incompetent.

[Markjosephp]

Hello FrustratedUser5,

I'm sorry you have to experience this, and we hope you can have a better time. I'd like to investigate this further and try to make things right.

Could you share with us any support ID you have?

I'll look forward to your response.

Thanks,

Mark

[FrustratedUser5]

3-1276000033458

8-6164000033440

7-2982000033136

all three are trying to fix the nest sensor going offline

[Markjosephp]

Hi there,

Thanks for sharing them, FrustratedUser5. I'll check this with the team and update you once I get some information.

Best,

Mark

[Markjosephp]

HI there,

I'm sorry for the late reply. It appears that you have exhausted all the possible steps and the support IDs were escalated to our higher tier of support. But I wanted to check if you're still experiencing offline issues with your Nest Temperature Sensors.

Regards,

Mark

[FrustratedUser5]

Yes.  I have bought a separate router to try and have only my nest thermostat on that. If this fixes it then it will be ridiculous that your customers would need to buy additional equipment to fix issues.

[Markjosephp]

Hi FrustratedUser5,

I appreciate your effort in trying to find a solution. Please keep me posted on how it goes, as I would be glad to know what the result will be.

Regards,

Mark

[Markjosephp]

Hi there,

I'm checking back in — how's it going? Have you managed to connect your Nest Thermostat to your new Wi-Fi network? Let us know if that helps.

Regards,

Mark

[Markjosephp]

Hi FrustratedUser5,

It has been a few days since your last reply, and we're going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Regards,

Mark

[FrustratedUser5]

I would need more than 30 days to know. When my issue started before it would take around 30 days before going offline.

[Markjosephp]

Hello FrustratedUser5,

Thanks for getting back to us. I totally appreciate the efforts you're putting into this. In the meantime, since it might take over a month to monitor, I'll close this thread in 24 hours. If anything comes up or if the issue persists, don't hesitate to give me a shout by creating a new thread so I can take over.

Best regards,

Mark