topic Re: Nest 3rd Gen- Wifi Offline in Nest Thermostats

Nest 3rd Gen- Wifi Offline

sharmaha — Mon, 11 Mar 2024 16:28:16 GMT

I have 2 Thermostate devices, installed successfully in 2023 March/April timeframe.
one is working propely. Other is shoing offline.
Both devices were working with Wifi and able to control via phone.
One device went offline since Nov n2023
I followed all suggested options restart, searching network multiple times
Looking customer support to help

Re: Nest 3rd Gen- Wifi Offline

sharmaha — Mon, 11 Mar 2024 16:31:23 GMT

What is the customer service phone?

Re: Nest 3rd Gen- Wifi Offline

Jenelyn_O — Fri, 15 Mar 2024 00:58:16 GMT

Hi sharmaha,

Thanks for reaching out and for being a step ahead of us. I'm sorry for the trouble this may have caused you. To confirm, in what country are you located? What type of Nest Thermostat do you have? Were you able to try connecting your thermostat to your mobile hotspot?

Also, if your Wi-Fi router is a dual-band (supports both 2.4 GHz and 5 GHz signals), your Nest Thermostat may connect to one band better than it connects to the other band, depending on your surroundings. Do you know which channel it was connected to?

Best,

Jenelyn

Re: Nest 3rd Gen- Wifi Offline

sharmaha — Tue, 19 Mar 2024 02:01:20 GMT

I am not sure which band my thermostat connected. How I can find it?

How I can connect to customer service to triage this issue.

Re: Nest 3rd Gen- Wifi Offline

sharmaha — Tue, 19 Mar 2024 02:48:08 GMT

Hi Jenelyn,

I tried several times but unable to connect via WiFI, is it possible to connect customer service to fix this issue. Please provide customer service number to call.

Re: Nest 3rd Gen- Wifi Offline

Jenelyn_O — Tue, 19 Mar 2024 23:01:05 GMT

Hey sharmaha,

I appreciate you doing some troubleshooting steps already. I'd like to take a closer look at it. Could you please provide your thermostat's power readout?

Check out the guide below:

Go to your thermostat Quick View menu.
Go to Settings.
Look for Technical Info.
Select Power.

Thanks,

Jenelyn