Upstairs Nest thermostat will not connect to my iOS Nest app

[rgaila]

Disclaimer: This thread was migrated from our previous version of the Google Nest Community. You can continue to receive updates on your thread issue here or simply ask, browse or more in the new Google Nest Community.

Original Poster: Joel 5506 

I have scoured the internet trying to find answers for my problem. I had tried all recommended, general, troubleshooting steps: resetting network, rebooting routers, resetting thermostats, etc.

I bought a home which included two Nest 3rd gen thermostats. I am able to connect the downstairs unit to the app, but I cannot figure out how to get the upstairs thermostat to connect to the Nest iOS app. Both connect to the wifi network just fine. I have tried using QR code and have also tried resetting WWN settings and then using code from the thermostat. Nothing works, please help.

[rgaila]

Hi Joel,

Sorry to hear about your connection troubles. That's frustrating, for sure. Let's get your two thermostats installed!

Did the former owner transfer ownership of your Nests to your Google account? It is possible that these devices are still registered under his name in Google Cloud. If they are unable to be contacted, let's try a factory reset to wipe all personal data from the Nest thermostats.

Let me know how it goes! I look forward to your reply.

-From  Garrett DS, Community Specialist.

[TimStone]

I have two brand new thermostats and exactly the same issue.  The chat tech said the two must communicate with each other.  That is NOT a real world possibility.  Two thermostats, each serving separate units, should not need to speak to each other in order to add the 2nd one to the app.   

The only solution I have found is to use two different Google accounts, and assign one to each.  That is quite annoying but at least I can see each one on an app .

It is really sad that no Google staff has found a solution to a problem that has existed over a year.

[GarrettDS]

Hey there,

Sorry for the late response, but I wanted to drop in here to help. 

Just wanted to double check to see if you were still needing help on this? If so, what troubleshooting steps have you tried? 

Please let me know. 

Best regards, 

Garrett DS

[Jake]

Hey all,

I wanted to reach out, and see if you are still in need of any help? Please let me know.

Best regards,

Jake

[TimStone]

I have my own thread with complete details posted, and even tried suggestions made there.  Yes, it still doesn't work right.  I have a friend who has the exact same problem.  I've seen posts on it also so it is a very common issue.  I did make suggestions to the tech I talked with but there was no interest.  That told me the problem was not really as they described it.  Since the problem has existed for at least 18 months, apparently no one is interested in actually fixing it.

[LWheeler]

i am having this exact problem and would love to have assistance in solving it  We have two nest learning thermostats  The first one was for the downstairs and was installed a few months ago   We liked that one so much we purchased one for the upstairs  It is installed and connected to WiFi but will NOT connect to the Nest App  What can I do to resolve this?

[TimStone]

I can assure you the folks at Google ( Nest ) have NO answers.  They had me do so many things and of course none of them worked.  Then I had a supervisor tell me they knew there was no answer ( hadn't been handled in 18 months ), so my alternative solution is the only way that works for handling this VERY COMMON problem.  

You installed one downstairs, and had assembled a "Home" for that one.  Rename the "Home" to Downstairs.  NOW, create a NEW HOME in the app and name it Upstairs.  Pair the new upstairs Nest to that home. ( it will work immediately ).

It's annoying because they are not working together as they should, but it is likely they won't fix the problem.  In the app, the hamburger menu on the upper left corner will allow you to switch from one home to the other.  It's a few extra steps, and doesn't integrate the units, but at least you can monitor, and control, the thermostats this way.

Feel free to follow up if you have any other questions.  As I said, I've tried every option.  BTW, I found only one "home" can pair to Alexa, so that's another feature not available "as advertised."  With these limitations, I'm thinking I would have had better results with a different brand ( there are options, and I explored them all, but Nest had the best reviews overall, though none considered this problem ).

[LWheeler]

Thank you for the response.  I tried your suggestion and it worked immediately as you suggested it would. I have been very frustrated with this problem and with Google Nest for their lack of response(it took them several days to respond to my problem) and their lack of a solution(still waiting…..). Thank you for a suggestion that at least has the 2nd thermostat operable.

[PhilipJakob]

I have 2 Nest learning thermostats, both installed at the same time, one for the upstairs AC, one for downstairs.

I can see the downstairs one on the app but the upstairs one show offline and no matter what i do nothing changes. The thermostat is working but not on the app. These units are expensive at $250 each and being called 'Learning' is ridiculous. When will Google learn to answer customers?

[LWheeler]

I had this same problem. The Nest people NEVER solved my problem. Another poster responded to me and told me what he did to resolve the issue which was to add the additional level as another home. I added my upstairs as another home and it immediately showed up in my Nest app. The person who responded said he had been trying to resolve this problem for 18 months   It defeats the purpose of having 2 Nest thermostats when the app will only recognize one at a single location. I thought they were “advertised” to work together to heat and cool your home  That is not going to happen when the App will only recognize one at a location. We can still control both from the App but they are listed as separate homes. A lot of money for nothing!