topic Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3... in Nest Thermostats

Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3rd Gene

Hoog — Thu, 16 Nov 2023 22:22:17 GMT

The Google Nest Learning Smart Thermostat with WiFi Compatibility (3rd Generation) has lost the Wifi connection. The thermostat does not recognize any wifi signal from multiple options while in search mode.

I have tried all of the troubleshooting listed online.
Including restarting the thermostat and the router.

Model #T3007ES
Purchased June 6, 2023

The youtube video below shows the exact issue I am having.

https://youtu.be/Ro0eot0f3r8?feature=shared

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

zoeuvre — Sun, 19 Nov 2023 22:53:40 GMT

Hi Hoog,

Oh no! I'm sorry to hear that your thermostat does not recognize any WiFi signal anymore. A few questions:

Is the thermostat display working?
How far away is the thermostat from the router?
Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?
Can your other devices find your Wi-Fi network name (SSID)?
Are you able to access the internet from your phone or computer?
Do you only have one Wi-Fi network, or are there multiple ones? If there are others, do any of them end in _ext?
Are you trying to connect to the 2.4 GHz or the 5 GHz network?
What’s the make and model of your router?

i'll look forward to your response.

Best,

Zoe

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Hoog — Mon, 20 Nov 2023 03:18:32 GMT

Is the thermostat display working?
Yes

How far away is the thermostat from the router?

6 feet

Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the thermostat?

Nothing new

Can your other devices find your Wi-Fi network name (SSID)?

Yes

Are you able to access the internet from your phone or computer?

Yes

Do you only have one Wi-Fi network, or are there multiple ones? If there are others, do any of them end in _ext?

One

Are you trying to connect to the 2.4 GHz or the 5 GHz network?

Both

What’s the make and model of your router?

I posted the model listed on the receipt in the original post this is what the device says:
Model: Display-3.7
Backplate model: Backplate-5.26
Software: 6.2-27
Updated: Jun 7, 2023 09:28

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Markjosephp — Wed, 22 Nov 2023 17:01:57 GMT

Hello there,

I'm dropping by to see how I can help.

Thanks for looking into this, Zoe.

@Hoog, we appreciate the provided details. In addition, do you see any message codes on your thermostat? If none, please give these steps a whirl.

Go to your thermostat and reset the settings.
Click Account Connection.
Reset to confirm.
1. It will unlink to your account and forget the Wi-Fi network that was connected.
Turn on the mobile hotspot.
Once the thermostat is refreshed, check the network settings and see if any message code appears. If not, tap on it and attempt to search for networks available.
If the issue persists, perform a factory data reset.
1. This will bring it back to the default and allow you to recalibrate it.

Keep me posted on how it goes.

Regards,
Mark

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Hoog — Wed, 22 Nov 2023 17:15:14 GMT

As I said in the first post I did both of those things.

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Markjosephp — Wed, 22 Nov 2023 17:24:17 GMT

Hey there,

Thanks for keeping me in the loop and for letting us know that you have tried the reset cycle above. To confirm, does it show any messages? If so, tell us the code. Also, gather the power readings in Technical Info > Power.

Best,
Mark

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Hoog — Wed, 22 Nov 2023 20:02:57 GMT

Searching

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Markjosephp — Thu, 23 Nov 2023 16:50:01 GMT

Hello again,

No pressure! Just give us a shout if anything comes up.

Thanks,
Mark

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Hoog — Fri, 24 Nov 2023 12:48:08 GMT

That is what it says, "searching" or "scanning".

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Markjosephp — Sat, 25 Nov 2023 17:51:55 GMT

Hi Hoog,

Oh! Sorry for the confusion, and thanks for giving it a shot. Let's sort this out.

If you wouldn't mind filling out this form, a member of our senior support team will be in touch over email to help. Let me know once you're done.

Thanks,
Mark

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

zoeuvre — Tue, 28 Nov 2023 00:05:14 GMT

Hi all,

@Hoog, chiming in—we haven't received your form. Were you able to fill it out? Still need our help?

Kind regards,

Zoe

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

Hoog — Tue, 28 Nov 2023 01:08:28 GMT

I did fill it out and someone contacted me. They took me through the same steps again, then sent me a new thermostat.

Thank you

Re: Lost connection to WiFi with Google Nest Learning Smart Thermostat with WiFi Compatibility (3...

zoeuvre — Thu, 30 Nov 2023 17:56:07 GMT

Hello Hoog,

Awesome! I'm glad that you have received a replacement for your Nest Thermostat. If you have questions or concerns in the future, feel free to start a new thread, and we'll be happy to help.

Cheers,

Zoe