What Has Happened!??

[Dan19]

My two Nest thermostats have worked without a hitch for several years—until about August 8th. That's when it seems I lost both manual and app control. I put them into Eco mode, and the Google Wi-Fi connection turns them back on. I turn them OFF, and Google turns them back on. I deleted the Schedules, and Google restored it, and then turned the thermostat back on. I have NO CONTROL via the app or at the wall. The software is Nest Pro 5.9.4-5.

Is anyone else having similar problems? 

[Dan19]

Good Google support so far. They had me remove the thermostat from the Nest app on my iPhone, then reinstall it. That didn't fix the problem of loss of app control. The app only partially works which suggests to me that software changes have been made to the Google/Nest server.

[Dan19]

After hard work, Nest support's solutions didn't work. I've grown TOO old to deal with this level of nightmare. I'm ready to switch to another brand. Google has ruined Nest. 

[AxelD]

Hi Dan19,

Thanks for posting in the Community! Sorry to hear that your Nest Thermostat is disconnecting from the Nest App and you’re not being able to control it. No worries, help is here! I’d like to ask you a few questions to gather more information:
 

1. Have you tried performing a Factory Reset?
2. Can I get the latest case number you received? 
3. Have you tried control from a different phone?

Keep me posted.
 

Regards.

Axel. 

[Dan19]

Thanks, AxeID
1)  No, but I'll try that today. The last instruction from the Customer Support Rep was too radical a step for me. We have many home automation devices that run smoothly using our WiFi/router. I don't have the expertise to make technical changes and shouldn't have to. That seems like a Pandora's box. We'll abandon Google Nest (despite 20+ year history, not all smooth) and buy some other brand of thermostat before I'm forced to make changes to the WiFi/router and screw up the entire house.

2) 1-6197000036568

3) No, but we'll try that after #1. 

[AxelD]

Hi Dan19,

Thanks for your reply and the case number you provided! I completely understand that you might not feel comfortable performing a Factory Reset on your Nest Thermostat. Please try it and let me know how it works after the reset.

Keep me posted.

Regards,
Axel. 

[Dan19]

I did a simple "Restart," and that might have fixed the issue. My iPhone app and Nest thermostat are at least 'talking to each other' in their relationship. Haha!

Question #1: Is there an updated User Manual online for my legacy model? I have a 2nd or 3rd Gen Learning Version. It's showing (I believe) software 5.9.4-5 and firmware 4.2.8/3.1.

Question #2: I need to understand "Nest Sense." When I've set the thermostat to Eco Mode, I don't want the Schedule overriding my manual commands. It's worked ok in the past

Question #3: I need to also understand the features of Scheduling. I'd prefer to "Save" and "Recall" versions (e.g., Summer, Fall, Winter, Spring), so that I'm not having to make micro changes to the weekly schedule.  

[AxelD]

Hi Dan19,

Thanks for replying. That’s awesome! It’s good to hear that the restart solved the issue. Here you have some articles related to all your questions above. Let’s check them out!

• Learn about Nest Sense
• Nest thermostat temperature schedules
• Temperature schedules for the Nest thermostat
• Download documents included with your thermostat

Let me know if you have any questions.

Regards,

Axel. 

[Dan19]

What's the easiest way to tell which Generation Learning Nest I own?

[chaconmorales]

Hi Dan19,

Thank you for following up. I understand you want to know the easiest way to identify which Nest Learning Thermostat you have. But no need to worry, help is here.

Google Nest thermostats look similar, and share similar software, but there are some important differences that you’ll need to know for troubleshooting, installation and more. You can look at the display, the base, or in the Nest app to find out which Nest thermostat you have, probably the easiest way will be looking at the display and box. 

In case it helps, you can also review these articles to know How to tell which Nest thermostat you have and to check the Beginner's guide to the Nest thermostat.

Let me know if you need further assistance.

Best regards,

Mario

[Dan19]

My units are 2nd Generation Learning thermostats