Cannot add nest learning thermostat

[jmcdanie]

I cannot get the home app to add my new nest learning thermostat. Thermostat functions with my HVAC but it will not add into my home through QR or product code. Thermostat and app are both up to date and connected to the same wireless network. 

[EdwardT]

Hi jmcdanie,

Thanks for reaching out. I'm sorry to hear that you're having an issue with pairing your Nest Thermostat to your Google Home app. I'd love to know more about this and I have a few questions:

• What message are you getting when you try to pair the Nest Thermostat to the app?
• Is your Nest Thermostat already connected to the Wifi?
• What's the battery level of your Nest Thermostat?

Looking forward to your response.

Thanks,

Edward

[jmcdanie]

The thermostat is connected to the same Wi-Fi network as my other Nest devices and my phone. It controls my HVAC system with no problem from the thermostat directly. There is no error given in the home app other than the device cannot connect and may need a factory reset. I already did two full factory resets with it still not being able to connect. The internal battery is charged. 

[EdwardT]

Hi jmcdanie,

Thanks for the response. If possible, could you try setting it up on a different home structure. If in case you get the same issue, please share a screenshot of the message that you're getting.

Thanks,

Edward

[EdwardT]

Hi jmcdanie,

I wanted to follow up and see if you are still in need of any help. Please let me know if you are still having any trouble from here, as I would be happy to take a closer look and assist you further.

Thanks,

Edward

[EdwardT]

Hi jmcdanie,

I'm just checking in to make sure that you've seen our response. Please let us know if you have any other questions or concerns as I will be locking this in 24 hours.

Thanks,

Edward