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Thermostat offline

npnicholson
Community Member

My thermostat quite regularly shows as offline in the Nest/Google Home app. When I check the thermostat I can see the "Last Cloud Comm. time" matches the time the thermostat went offline. The ping time also matches the time since the thermostat went offline. This problem has been going on for many months, but before that was very rare.

Resetting the thermostat fixes the problem, and interestingly, the simple act of checking the technical info can cause it to come back to life and start communicating again - no reset required.

When it's operating properly ping times are ~900-950.

I'm in the UK and have the latest Virgin Media router with 200Mb fibre broadband.

The thermostat is approx 3 metres from the router and is located close to a Nest camera and Nest Home, neither of which have connectivity problems. No other devices on my network report connectivity problems, and as I often work from home I know my broadband is very reliable.

This is the technical info from the thermostat:

Power 3.9V
Ping 900-950ms (usually)
Strength 84

Display:
Model: Display-3.4
Software 5.9.5-2

Base:
Software 2.3.23/3.1
Model: Backplate 6.5

I've tried all the support steps listed online, so where do I go from here with diagnosing the problem?

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