Upgraded to 2-gig, now can't connect to new wifi in Google Home app

[bjbeej]

The app only brings up my old fiber router & extender and my old network name. I enter the new network name and pw manually and receive the following message "An error occurred updating your network, please try again" 

I have internet connection, just can't link with the app. I have restarted everything, and still get the same results. This is preventing me from connecting a nest thermostat to my Google Home app, among other things.

[MelbaDT]

Hey bjbeej, 

Thanks for reaching out and I'm sorry to hear about your Nest thermostat. 

If you have either the Nest Learning Thermostat or the Nest Thermostat E, you first need to remove the current Wi-Fi information on it. Here's a guide:

1. Press the thermostat ring to bring up the Quick View menu.
2. Select Settings.
3. Turn the ring and select Reset.
4. Select Account Connection.
5. Select Reset to confirm.
6. After the reset is complete, remove your thermostat from the app. To reconnect your thermostat, set it up in the app again.

Hope this helps. 

Best, 

Melba

[bjbeej]

Thank you. I will try that. First however, I’m certain I will not be able to connect to it in the app bc my app still only recognizes my old 1-gig router. Nothing I do allows me to connect the app to the new network, 

[bjbeej]

Oh no I followed the instructions and reset, and now the thermostat only displays “continue setup in the google home app” which I can not do bc of all the reasons stated above. Now can’t turn on AC at all

[MelbaDT]

Hey bjbeej, 

Oh no, sorry about this and for the delayed response. Could you uninstall your Google Home app, restart your phone then reinstall the app? Once done, try setting up the thermostat again. 

Best, 

Melba

[MelbaDT]

Hey there, 

It's me again — how's it going now? Have you had the chance to try my last suggestion above?

Best, 

Melba

[MelbaDT]

Hi, 

We haven't heard from you in a while so we'll be locking this thread if there is no update within the day. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the Community.

Best, 

Melba