Thermostat says it is connected, but phone shows no info.

[elizabethcgage]

The issue is not getting started, but none of the others applied either. I have had my thermostat working for over a year, but my phone app shows no information. When I go to settings and Nest app, it says it is connected. I realized I have never used my phone to operate this Nest. Now what? Thank you.

[jenniffert]

Hi elizabethcgage,

Thanks for posting here in the community! I’m sorry to hear that even if your Nest thermostat says it is connected to the Nest app, you're not able to see any information through the app on your mobile device. Help's here!

Since you mentioned not using your phone to operate the Nest thermostat, I'd like to confirm the following information to better assist you:

• What is the model of your Nest thermostat? Here’s a helpful article about how to identify your thermostat model.
• During the initial setup of your Nest thermostat, did you use this mobile device to set it up or connect it to the network? or did you set up the device using only the Nest thermostat itself?
• Is this the first time you are checking the Nest thermostat in the Nest app? If so, could you please confirm with me whether you have only used the device manually?

Please keep me posted.

Best regards,

Jenniffer

[elizabethcgage]

Hi Jennifer, and thank you for responding. 

It is a 3rd generation.

I don't think I did use my phone when I set it up, but I cannot remember. I actually had a handyman install this one, as I could not get the wires out from the existing one.

Yes, I believe this is the first time I am trying to check the Nest in the app; I have only done manual changes. In my other house, I did use the app, but not here with this Nest.

Elizabeth

[jenniffert · Accepted solution]

Hi elizabethcgage,

Thanks for following up!

I appreciate all the details provided. Since you mentioned that a handyman installed your current Nest Learning Thermostat 3rd Gen, it's likely that the thermostat was connected to the wrong account. Don't worry, fixing this is easy! You'll need to disconnect the thermostat from the previous account.

Here are the steps to add it to your personal account:

• Disconnect the thermostat from the app: Go to Settings > Reset > Account connection. For reference, you can check out this article: Restart or reset a Nest thermostat.
• Make sure you have installed the Nest app on your mobile device.
• Add your Nest Learning Thermostat in the Nest app. To reconnect your thermostat, please follow the next article: Add your Nest thermostat to the Nest app. Note: During the process, choose the option "Already installed" to skip the entire installation process.

Let me know if you have more questions.

Best regards,

Jenniffer