Data doesn't work with Nest app

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  • Updated 5 months ago
Hi there!

I recently switched over from PublicMobile, also owned by Telus. I noticed that I can no longer connect to the Nest servers using the Nest app on my Android phone (OnePlus 3T). It does work if I switch back to Wifi.

So my question is: Are there certain ports that are blocked on Koodo's data connection? The Nest status page shows that the service is up and running, and I can connect if I switch to WiFi. 
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Nancy S

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Posted 5 months ago

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Dennis, Mobile Master

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Does your cellular data work otherwise?
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David, Mobile Master

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1) Have you re-started the App?
2) Might cellular access by the App be turned off in Settings?
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Nancy S

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Yes, I have hard-killed the app a few times, and also rebooted my phone a few times since moving to Koodo.
Data is definitely on because my other apps work, and the data icon in my notification bar says 4G, with up and down arrows.
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David, Mobile Master

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There is also the option in Settings to individually choose which apps can access your cellular data plan. Make sure Nest in included in the list, and turned on.

Koodo does not block any ports differently than Telus, so that should not be the issue. If all else fails, you might need to re-install the app!
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Nancy S

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I just doublechecked that the app is allowed to access cellular data, and I also just tried force clearing the cache. Since it wiped all accounts and data, I had to sign in again, and after signing in, it still could not connect to the service to give me Nest status. Hitting the refresh button didn't work, but turning Wifi on, and hitting refresh instantly works.

I may file a bug with the Nest developers, as they may know about it.
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Nancy S

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UPDATE: I've reached out to Nest Technical Support, and the developers confirm that there should be no difference between my cellular data providers for access to their app. Combined with the doublechecking I've done above, I'd say this is an underlying technical issue that would need to be looked at.
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Nancy S

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UPDATE: Nest developers have gotten back to me and they are confident this is not an issue on their end, as turning on WiFi clearly fixes the issue.

They have confirmed the following:
"Make sure they have ports 80, 443, 1937, 9543, 11095 open. That is all you need for all Nest products"

Do all of these ports work on Koodo?
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Dennis, Mobile Master

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You will need to contact good and a rep will have to investigate.  I recommend sending them a private message on facebook or twitter
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dirk

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It is likely a problem with your phone. My Nest works over cellular. Maybe delete the app and download it again?

If you open the Nest website on your phone and login does it still not let you change the temperature?
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Nancy S

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I'm glad someone else has the Nest app on their Android phone, and the fact that it works is a good sign.

I've already attempted reinstalling the app.

The mobile website works, yes.
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Dinh, Mobile Master

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@Nancy: there could be some issues with security of Android, when you changed the cellular carriers

Not sure if you did, but I would try to restart your phone. Reset network settings ( Apps icon > Settings > Backup and reset --> Reset network settings). You could also try to reset all settings there.
(Edited)
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Nancy S

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Hi Dinh,

This is not a setting I've tried, so I just attempted it. It does not seem to have fixed it, even after a reboot.
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Dinh, Mobile Master

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What version of android are you running? I would try to update it. If you don't have much data on your phone, I would try to reset the phone to its factory settings (which delete all of your data). You need to backup your data before doing so.

Also, have you tried to reset the Nest itself? or remove your device from the Nest connection and readd it
(Edited)
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Nancy S

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RESOLVED: Check APN settings against the Koodo APN settings listed here: https://www.koodomobile.com/help/setting-data-your-non-koodo-phone

My settings were incorrect, as a Proxy, Port, and Authentication Type were defined, and they should be left blank.