Thermostat goes offline while I am away

[lat41lon71]

It has happened once while I was home (thought It was a fluke) and unfortunately again when I was 1200 miles away on vacation. Wi-fi is working but unit goes off line and does not hold onto set temperature. I woke up one night to find an off line screen. Wi-fi unchanged and in fine working order but house getting cold. Would the thermostat hold onto the emergency temperature or just let it keep going down to freezing? 

Again, on vacation I discovered the thermostat offline again and had no control over it. Wi-fi in the house was working ok on everything else. After a while it reactivated just before I either booked a flight back or tried to find someone to mess with it. Starting not to trust Nest or, at least, that 2nd gen. unit.

[GabrielaG]

Hi lat41lon71,

Thanks for reaching out to the community. I'm sorry to hear your Nest Thermostat goes offline when you are away, but there's no need to worry; I'm happy to help you right now.

To get a better understanding of the situation, please help me out by answering the following questions:

• What type of Nest Thermostat do you have?
• When did the issue first occur?
• Are you using the Nest app or the Google Home app to control your Nest Thermostat?
• When was the Nest Thermostat installed?
• Have you done troubleshooting steps? If so, can you list them?

Any additional details you can provide will be helpful.

Regards,

Gabriela

[lat41lon71]

Hello:

It is a Gen 2 Nest thermostat. It is about 3 years old maybe more. Never had an issue. I have the Nest App on my PC and Phone. I can also use Google home. This first came about a few weeks ago when I got up in the night. It noticed it chilly and it was down to 56 deg. The unit displayed "offline". Everything else on my Nest home network including cameras and smoke and CO detectors were online. I didn't notice an error code.I plugged and unplugged the device, then I loaded all the info from scratch and got it to start.

I have been in Florida and have discovered the thermostat back home offline a few times on my spot checks. It has come back online eventually. There have been no changes to it or anything on my home network.

I understood that if the Nest thermostat goes offline, it holds the last temperature it was operating at. It did not appear that night to be doing that. Also I understand there is an emergency minimum temperature that it will absolutely run before it goes below 45 deg. Are these two statements true? It is not brutally cold in Rhode Island now but it is Winter and gets quite cold. It is on ECO now while I am away but it was on the schedule the night I was home when it went off line.

[GabrielaG]

Hi lat41lon71

Thank you for your reply. I appreciate the information you provided me about your Nest Thermostat 2nd gen going offline when you're away. I'm happy to continue assisting you. 

I recommend turning off the Auto-Schedule settings in your Nest app. Auto-Schedule learning is on by default, but it's just one option for scheduling temperatures on your Nest thermostat. Please follow the steps below.

• In the Nest app:
• On the Nest app home screen.
• Select your Nest Thermostat. 
• Settings 
• Auto-Schedule.

Please let me know if these suggestions were helpful.

Regards.

Gabriela