03-02-2025 01:57 AM
Although I have a new router, my Nest Protec (not sure which generation but model number is A13) still shows its old name. I've tried several ways to change its SSID and password but cannot find the necessary steps to address the WiFi settings.
So far I tried:
accessing the Protec thru Google home
restting it to factory settings
removing and re-inserting batteries
re-scanning QR-code on the back of the set
removing and re-installing the Nest-app on my mobile phone
Can you please help me?
Wilfried
03-05-2025 01:49 PM
Hi willeters,
Thanks for reaching out to our community.
I’m sorry to hear that you cannot connect your Nest Protect to your new router with a new WiFi network. Thank you for letting us know the troubleshooting steps you have tried, so it allows me to better assist you. No worries, help is here.
Before I start further troubleshooting, let me ask you a few questions:
Thanks for your kind attention; I will be looking forward to hearing from you.
Best regards,
Virna
03-10-2025
01:27 PM
- last edited on
03-17-2025
08:37 AM
by
virnab
Hello Virna,
Thank you for replying to my request.
Here are the answers to the questions you've asked. Note that my Nest Protect's backside looks like this:
I'm using a Xiaomi Redmi Note 11 (Android) smartphone.
The Nest Protec is the only Nest product I'm using.
My internet router works on both 2.4 and 5.0 GHz.
I'm receiving no error codes whatsoever when addressing the Nest Protec: it keeps showing its old name (the name I gave the Nest Protec using my previous internet router.
The Nest Protec is the last item I have to connect tot the new router, the other ones were connected without issues.
When addressing the Nest Protec I have it lying next to my smart phone with no other devices nearby.
My internet router is a Sagem model.
My main problem is that I cannot find a way to alter the internet setting of the Nest Protec, not on the Nest App and not on the Google Home App.
Hope all this helps!
Regards,
Wilfried
03-17-2025 04:47 PM - edited 03-17-2025 05:09 PM
Hi willeters,
Thank you for your timely response and the comprehensive information you've provided. It is my pleasure to continue assisting you to find the solution.
Based on the information you shared, I recommend you try the following troubleshooting steps.
Normally, the Nest Protect second generation can be connected to a hidden network (SSID). However, if you have a router that uses WiFi Protected Access (WPA) encryption for security, the Nest Protect may not be able to connect to the hidden network. I recommend you try the Wired Equivalent Privacy (WEP) encryption. You may require assistance from your Internet Service Provider (ISP) or router manufacturer to make these changes.
Please let me know how it goes.
Best regards,
Virna
03-25-2025 01:54 PM
Hello Virna,
I've tried connecting my Nest Protec as you suggested but unfortunately, it didn't work.
My Nest Protec keeps showing its old name (the one I gave using my previous router). I cannot change that name so the Nest App cannot connect properly to it. The Nest App tries to do so but after some seconds it fails to connect.
Also pressing the central button on the Nest Protec keeps on calling out its old (previous) name.
Do you have any other suggestions?
Best regards,
Willeters
03-26-2025 10:29 AM
Hi willeters,
Thank you for keeping me updated on your case. I'm sorry to hear that we still couldn't connect your Nest Protect to your new WiFi network after performing the suggested troubleshooting steps. However, no worries, it is my pleasure to continue assisting you in finding a solution.
In light of the information you've provided, I recommend updating the WiFi information on your Nest Protect. Please follow these instructions:
Please keep me posted, and if you need further assistance, do not hesitate to contact us.
Best regards,
Virna
03-26-2025 12:57 PM
Hello Virna,
My Nest Protec is back online!
At first, I followed your suggestion but at instruction 4 it failed to connect once again. It stated 'something went wrong - error code P021 (4.8).
Then I tried deleting my Nest Protec in the app and then re-installing it as if it were a new product (by scanning the QR code on the back). I then made it look for my new WiFi network and connected it using the new password.
All is well which ends well but note that a simple 'delete - add new' action worked this time.
Thank you for all your help and greetings from Belgium!
Willeters
03-26-2025 01:17 PM
Hi willeters,
Thank you for informing us about the results after attempting the suggested troubleshooting steps, and most importantly, for detailing how you successfully connected your Nest Protect to your WiFi network. Your valuable contribution is greatly appreciated.
If you require any further assistance, please do not hesitate to contact me anytime.
Best regards,
Virna