Thermostats factory reset after rush hour events

[Kyle84]

I am experiencing an identical issue to one I have seen posted here recently (but is now locked).  

Original thread: https://www.googlenestcommunity.com/t5/Nest-Thermostats/Bug-with-Nest-Thermostat-and-Rush-Hour/m-p/2...

@Jake @Ryan_G 

My two thermostats appear to be crashing and resetting back to factory default after Rush Hour events. So far this has only happened to me twice, but both times, both thermostats completely factory reset leaving me to go through the complete setup again including deleting the devices from my Nest app and re-adding them and completely rebuilding schedules.  I did contact support on this issue but they were no help and just told me to go buy new thermostats.  Since I see clearly there are others experiencing this in the thread above, I'm hoping to find some commonality here.

Thermostat details:
Model: Nest Learning Thermostat Display (3rd Generation)
Backplate model: Backplate-5.4
Software: 6.2-27

For me this does not appear to happen for EVERY Rush hour event. The two incidents I experienced both happened with Rush Hour events that occurred while I was away from home.

• I use the Google Home app for presence settings - using phone location & Nest motion detection.
• I have linked my Nest account in the OhmConnect program previously
• About 6months ago I enrolled in the Nest Renew program, and through that enrolled for the Rush Hour Rewards (choosing the OhmConnect program). At that time I unlinked my Nest account on the OhmConnect website to avoid conflict.
• First Incident August 5 - Presence settings as described above
• Second Incident October 8 - Presence settings modified - disabled phone location & removed Thermostat settings from "Away" routine

I have also reached out to OhmConnect for clarification on linking a nest account Vs enrolling via Rush Hour.  I'm not sure if since I'm enrolled via Rush Hour rewards that means I should unlink my nest account to avoid conflict, or if it's best to leave it linked. (If I leave it linked I see the thermostats listed twice in my devices list)

[Markjosephp]

Hello Kyle84,

I'm sorry for the trouble this may have caused you — let's see what's going on.

There's a possibility of sudden changes in your thermostat's temperature that affect the schedules and other settings that you already set. If you're still experiencing random restarts on your thermostats, unlinking your Nest account from the Rush Hour feature might not be complete.

To ensure and avoid this from happening, if you would like to cancel this feature associated with your Nest account, please fill out this form so we can unenroll you from it and let me know once you're done.

Best regards,

Mark

[Kyle84]

I'm not quite sure I understand the advise here. I'm not experiencing sudden changes in temperature or my schedules disappearing as I think I understand from your reply.  What seems to be causing the event is communications to the thermostat after a Rush Hour is complete. When the event occurs, my thermostats completely reset as if they were new, out of the box. At that point I need to completely go through the setup process again, (identifying connected HVAC equipment, fuel type, connecting back to WiFi and adopting the thermostat in my Nest account, etc.) I am not just losing schedules.

Also, the form you link seems to just lead to posting another question in the forum as I already have? I'm not sure what the purpose of the form is here

[Princesss]

Hello there,

Chiming in to see if you still need assistance with this. Hope the previous post helped. Let us know if you have additional questions, otherwise we’ll be locking the thread.
 

Best,

Princess

[Princesss]

Hi there,

Due to inactivity, I'll go ahead and lock this thread in 24 hours. Feel free to start a new thread if you need assistance with your Nest Thermostat and we'd be glad to assist you further.
 

Best,

Princess

[Kyle84]

I have replied to a previous comment -- please keep this thread open

[Jeff]

Hey Kyle84,

The form is there to pass your information along to one of our internal support teams that can provide a higher tier of support. Once you fill that out, you will be contacted by a member of that team and they can take you to next steps.

Thanks,
Jeff

[Jake]

Hey there,

I wanted to check in, and ensure you are in contact with our team from here. Please let us know if you have any trouble with the form, as I want to ensure you are being helped.

Best regards,

Jake

[Jake]

Hey there,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake