topic Problem with Nest devices in Broadband

Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 11:41:13 GMT

Hi there. We've been with TalkTalk for a couple of years now and up until now, we've had no problems whatsoever.

Around 1:30 AM yesterday, I got a notification on my phone that our Nest Indoor camera lost its connection. In the morning, I could see that several other Nest devices including thermostats and smoke detectors were showing on my phone as offline. This initially led me to suspect it was a Google problem. However, our external security camera (a non-Google device) is also not accessible via my phone.

We use a TP-Link Deco system for our wifi, and so have wifi switched off on the TalkTalk router itself. I don't think it's a problem with the wifi, as within the Deco app I can see all the afflicted devices showing up as connected to the wifi and transferring data. Indeed, I can actually reach out to the Internet on the devices that have an interface to do so, e.g. I can check for a software update on the thermostats and it comes back saying no update is available - all looks normal.

The one thing all the affected devices have in common is they require external access in order to work, i.e. the ability to connect from outside the home. This is leading me to suspect it's a TalkTalk issue.

I've tried all the usual, disconnecting and reconnecting everything (left the router unlpugged all night) and have tried a factory reset on the Nest camera, but to no avail.

I'm at a bit of a loss as to how to proceed! Any help would be massively appreciated.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 11:46:47 GMT

Hi dancoupar

I'm sorry to hear this.

Just to confirm, you don't have a TalkTalk router connected at the moment?

Would you like me to take a look at the line/connection logs?

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 11:50:48 GMT

Hi Debbie,

We are using the TalkTalk router, but the WiFi on it is disabled.

Yes, by all means, please look at the line and logs.

Thank you.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 11:53:25 GMT

Hi Dan

No problem. Please can you update your Community Profile to include your name and TalkTalk landline number.

Thanks

Debbie

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 11:58:06 GMT

Ok, that's now done. Thank you.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:12:21 GMT

Hi Dan

Thank you 🙂

Ok I can see re connections on the line. How often do you switch off the routers?

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 12:23:22 GMT

Very rarely - we switched it off overnight last night to see if it resolved the issue, and we rebooted yesterday. Apart from that it's on full time except for the very occasional reboot.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:25:40 GMT

Hi Dan

Thanks for your reply.

Do you have any wired devices losing connection?

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 12:31:51 GMT

No we don't, and in fact, I'm not convinced any of our devices have actually fully 'lost' connection, in the sense that I can see these devices successfully uploading and downloading data via the Deco app. The problem seems to be related to accessing the devices from the outside world, e.g. I can't view cameras or control the thermostats via my phone, as they show as offline.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:35:26 GMT

Hi Dan

Ok I can try a different firmware version for the TalkTalk router, would you like to test this?

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 12:38:42 GMT

Yes, that sounds good - I'm up for that!

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:41:16 GMT

Hi Dan

Is it ok If I do this update now? We advise to leave the router switched on without being rebooted whilst we update the FW.

This should take no longer than 15 minutes to update.

Thanks again.

Debbie

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 12:42:56 GMT

Yes, please go ahead. Many thanks.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:49:57 GMT

Hi Dan

All updated 🙂

Please can you retest and let us know how the connection compares.

Thanks

Debbie

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 12:52:15 GMT

Bingo! That's fixed it. You hero!

Thanks ever so much. I do have a few questions though. Do you think it was an automatic FW update that caused the issue? Is this FW version newer or older, and if it's older, is there any danger it will automatically update again at some point in the future?

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 12:55:56 GMT

Hi Dan

I'm so glad to hear this 🙂

There have been some reported issues with FW version 136 and VPN but I wanted to check if the change in firmware resolved this issue (which it has)

Our Products Team are rolling out new firmware in the comings weeks which should resolve any issues with the current version.

If you do experience any further issues then please post back on this thread to let us know.

Thanks

Debbie

Re: Problem with Nest devices

dancoupar — Fri, 30 Sep 2022 13:00:54 GMT

Ok, thanks again.

Re: Problem with Nest devices

Debbie-TalkTalk — Fri, 30 Sep 2022 13:01:47 GMT

Hi Dan

You're welcome, have a good weekend 🙂

Debbie

Re: Problem with Nest devices

Debbie-TalkTalk — Mon, 03 Oct 2022 12:44:47 GMT

Hi Dan

Has everything been working ok since Friday?

Re: Problem with Nest devices

dancoupar — Mon, 03 Oct 2022 14:04:34 GMT

Hi Debbie, thanks for the follow-up.

Yes, everything's been fine since Friday. All good.