I’m not seeing any Surety subscriptions under this username. We are happy to help with questions as much as we can, but if you do not use Surety as your service provider we do not have access to see your system or send commands.
So that we can best provide advice, what model thermostat do you have? What model panel is it connected to? What is the firmware version of the panel? Is your panel communicating in general, are you able to control other devices connected to your panel?
General Z-wave network improvement tips can be found here.