Thermostat offline

[ShanG]

Hi,

I've seen a couple of posts from others about the nest thermostat going offline unexpectedly, but didn't get a clear response on a solution. The thermostat has been connected from both my spouse's phone and my phone for over 8 hours. We've troubleshooted, followed the steps, reset it and its come back online a couple of times. But within a couple of hours, goes back offline. Any suggestions on how to solve this?

[Jenelyn_O]

Hi ShanG,

Thanks for reaching out. I'd love to help. 

Connection interference could cause your thermostat to go offline in the app such as Cordless phones, Bluetooth devices, and Baby monitors and other Wi-Fi devices.

A few questions: were there any instances that your thermostat shows low power? Also, how far away is your thermostat from the router?

Regards,

Jenelyn

[ShanG]

Hi Jenelyn, my router is in a different room than the thermostat but the whole top floor is only about 1,100 sq feet and the router the same distance from the thermostat as its always been and this is the first time this has happened and we've had this setup for over a year. We checked the battery power, it still said it was good. I reset the termostat device itself and that seems to have worked. 

[Jake]

Hey Vijay81,

I wanted to follow up and see if I could be of any help. I found an article with some troubleshooting steps for when your device is showing offline. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further. 

Best regards,
Jake

[Vijay81]

Hi Jake -

I went through the trouble shooter (twice) with no luck.  

The only way the app shows the thermostat is online is if I go into wifi on the thermostat and select a wifi that it is already connected to.  Once I do that, the app shows the thermostat online.

The connection only lasts a few hours before the app reverts back to showing offline, even though he thermostat shows it's online.  

[Jake]

Hi Vijay81,

I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[Jake]

Hey Vijay81,

I wanted to check in with you. Were you able to fill out the form? Let me know if you have any trouble with that, or once that has been filled out.

Best regards,

Jake

[EmersonB]

Hi everyone,

We haven't received your form — were you able to fill it out?

I appreciate the help, Jake.
 
Regards,
Emerson

[EmersonB]

Hello folks,

Just one quick final check in here since activity has slowed down. We'll be locking the thread in the next 24 hours, but if you still need help, we would be happy to keep it open. If there's more we can do, just let us know.
  
Best,
Emerson

[Vijay81]

Hello, yes still need help.  I just submitted the form, thanks.  

[EmersonB]

Hey there,

We got your form — thanks for filling it out. Our team will reach out to you via email to further assist you. If you have any questions or concerns, feel free to create a new thread as I will be locking this thread after 24 hours.
  
Thanks,
Emerson

[Kristikerickson]

I just got noticed that Nest is offline. It is -3° there! 🥶Is there anyway to fix this remotely? 

[Vijay81]

I am having the same problem.  My nest thermostat drops connection every few hours, but the physical device shows online.  It shows back online in the app after physically checking the connection on the thermostat.  Any advice? 

[Jenelyn_O]

Hi folks,

Thanks for the update. I'm sorry for the delay.

@ShanG and @Vijay81, could you please check your Nest Thermostat power readout by going to Settings then Technical Info? 

@Kristikerickson, unfortunately you have to troubleshoot the thermostat with full physical access to it. 

Best,
Jenelyn

[EmersonB]

Hey everyone,

@All, we wanted to follow up and see if you are still in need of any help. Please let us know if you are still having any concerns or questions from here, as we would be happy to take a closer look and assist you further.
 
I appreciate the help, Jenelyn.

Best,
Emerson

[Vijay81]

Yes,  I feel like I'm all out of options.  The issue is not with the actual hardware, as the Nest shows it's online.  However, the app consistently shows it's offline, unless I physically go to the Nest and select the network (that it is already connected to).

I checked voltage, all good.  I checking wiring, all good.  I even deleted and reinstalled the app, and hard reset the Nest itself.

Nothing works