The app does not work properly for the nest thermostat

[RachMerch]

The apps (Nest and Google home) are not working and have never worked properly for me. They both say the thermostat is offline. It is not my wifi, or router, I don't even think it's that thermostat itself. I believe your app has a huge glitch issue. If I had known it was going to be this frustrating owning this expensive piece of equipment I would have bought a different brand. Is there a fix for this issue? 

[Gelders]

Same issue here.  We even bought a newer thermostat and we are having the same issue.  We are about to go to to another smart thermostat service.

[maedacortez]

Hi RachMerch,

Thanks for reaching out. I understand that your thermostat shows offline on the app, no worries I am here to help! To determine the best troubleshooting steps for you, I need to ask some questions.

• Is this the first time you've tried to set up the Wi-Fi network on the thermostat?
• Does your thermostat show any error or code message? 
• How far is your thermostat from the Wi-Fi router?

I'll be waiting for your response.

Regards, 

Manuel