Google Nest Wi-Fi connectivity issue

[DL89]

Hello,

I have a google nest learning thermostat. It has been connected and working brilliantly until recently! 

The unit now cannot see my (or any other) networks. When searching for networks it almost instantly shows the message "Your network may be hidden or too far away" All of my other network devices are working perfectly. I have attempted all of the troubleshooting steps - I still cannot get it reconnected. 

Help please.

[kcruzgonzalez]

Hi DL89,

Thank you for posting in the community. I'm sorry to hear that your thermostat is not able to connect to any network. Don't worry, I'm here to help.

For your concern, please try the below steps:

1. On the thermostat, go to Settings > Reset > Restart. The thermostat will ask to confirm that you want to restart.
2. After the thermostat restarts, go to Settings > Network to check the thermostat's connection. It may take a few moments for the thermostat to connect after it restarts.
3. If the issue persists, let me know if you can see any specific error. 

Let me know how it goes and keep me posted.

Regards,

Kevin

[DL89]

Hi Kevin,

Thank you for the message and advice. I regret to inform you that it has not solved the issue. 

the thermostat won’t find my homes WiFi - I have tried manually typing it in and this does not work either. 

I do not have any error codes either. 

What are the next steps to try please. 

Regards,

Dom

[kcruzgonzalez]

Hi DL89,

Thank you for your response. I understand how frustrating this can be. I'm here to help.

Before I begin, I need to ask a few questions for further assistance:

• Are you trying to connect to the 2.4 GHz or the 5 GHz network?
• Has your thermostat ever connected to your network?
• Are you controlling your thermostat from the Nest or Google Home app or the thermostat display?
• Does it show offline in the Nest or Google Home app or indicated on the device?
• Do you only have one Wi-Fi network, or are there others?
• What's the software version of your thermostat?

Please keep me posted. I'll look forward to your response.

Regards,

Kevin

[DL89]

Hi Kevin,

Thanks again for your reply. Sorry the reply is late - I’ve been swamped under!

I am unsure if it’s 2.4 or 5 GHz - could you please advise how I can check this?

Yes, my nest thermostat was previously connected to my home internet and working as it should. Before it stopped working I used the nest home app to control my heating schedule etc. Since your last message I have tried both the nest app (again) and the google home app, neither are pairing/responding. So I have been using the thermostats display. 

On the nest app it reads offline. On the google home app it reads thermostat could not be reached. On the thermostat it reads WiFi connection error nest.com/w5 (which whilst typing this is the first time I have seen this message on the thermostat). 

I only have 1 WiFi network.

The software version for the home link is 2.1.2-1 and for the display is 5.9.5-2. 

Thank you,

Dom

[kcruzgonzalez]

Hi DL89,

Thank you for your response. I understand the frustration that this situation may cause. Let's work together for a solution.

The team would like to learn more about this behavior. When you get a chance, please fill out this form and let us know when you’re finished. We’ll have someone reach out to you via email from there. 

Best regards,

Kevin