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Thermostat keeps going offline on app

Keso
Community Member

Nest thermostat keeps going offline on app. Very intermittent. Seems to be always connected at device but offline on app.

I’ve tried adding c-wire, resetting, setting manual ip on router, changing security/firewall settings on router.

My router is an Asus Zenwifi AX mesh.

Any help would be appreciated 

 

12 REPLIES 12

DownIGo
Community Member

Have you found any support for this? I think mine is having the same issue!

 

Keso
Community Member

Nope 😫

jfsettanni
Community Member

Yea, I would not hold your breath. I have tried all the different advice options from Nest. I am pretty sure it's a bug in the Google Home Application on my iPhone. It always goes offline with no pattern. The thermostat is still connected to the same wifi connection as the phone. There are NO issues with either the phone or the Nest connection, so it points to the Google Home as the likely culprit. I only have to restart the nest and it comes back online, until the next time it drops. I miss the days when you purchased a product and could talk to a human to get a decent resolution. Those days are long gone... 

Jake
Community Specialist
Community Specialist

Hey all,

 

I wanted to check in with you, and see if I could be of any help. I found an article with a few details that may be of help. Please let me know if you have any questions from here, as I would be happy to review and assist.

 

Best regards,

Jake

Jake
Community Specialist
Community Specialist

Hey all,

 

I wanted to follow up with you, and see if the article was of any help. Please let me know if you have any questions from here, as I would be happy to take a closer look.

 

Best regards,

Jake

jfsettanni
Community Member

Hey Jake, Thanks for sending the tips. They don't actually pertain exactly to the behavior I am seeing. Here are more details. Issue: Within the Google Home App on my iPhone 12, My Nest Thermostat drops over time. If I reset the Nest, it comes back online but only for a short time (varies) before going offline again and warning me to check my Wi-Fi connection. Both my phone and the Nest are on the same home Wi-fi network and neither are off the network - Both the Nest and the iPhone both show solid connection with no issues. It looks like the issue is between the Google Home App and either my iPhone or the NEST, but both devices never go offline or have a bad connection. The Nest is install only about 7' away from the Wi-Fi beacon. Signal strength is solid on both devices. My guess is that there is some bug in Google Home and this object that cause it to drop within the Google Home app, making it appear as if it's a network issue, when it's highly doubtful that's the case. I'm a Sysadmin (Window Server, VMWare, RHEL environment) and have used a number of testing scenarios to try and isolate the issue. At this point, I'm willing to give up wasting any more time on it. I  was hoping that with Nest and Google Home, I would have remote access to change Temp if I am away from the Nest itself, but it's hardly putting any more time into trying to resolve this issue. Thanks for the tips though..have a good one. Joe

GrrrJamie
Community Member

I'm having the same issue and have spent hours trying the various "fixes".  Sick of wasting my time.  Would NOT recommend a Nest thermostat to friend or enemy.

jfsettanni
Community Member

Agreed, but it's a shame. I bet the Nest itself is a good product, but this often happens with a big fish (Google) swallows up a smaller fish (Nest) and now, you can't reach anyone that can dive through the layers to figure out the root cause. Hopefully the next recession will force Google to dump assets and perhaps Nest will rise like the Phoenix 🙂

Jake
Community Specialist
Community Specialist

Hey all,

 

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

Jake
Community Specialist
Community Specialist

Hey all,

 

I wanted to check in and see if you are still in need of any help with your device. Please let me know if you have any trouble with the link, as I want to ensure you are good to go.

Best regards,
Jake

jfsettanni
Community Member

Thanks Jake, I completed the form this morning with information. Thanks again,

Joseph

Jake
Community Specialist
Community Specialist

Hey jfsettanni,

 

We got your form thanks for filling it out. Our team will reach out to you via email to further assist you. Please keep an eye on your email as they may reach out to you anytime soon. Furthermore, please be advised that this thread will be locked after 24 hrs.

 

Best regards,

Jake