1 of 3 nest thermostats won't connect/add through the google home app

[RobSchenck]

I have 3 nest thermostats in the house, one for each zone. Two are the 'learning' thermostats and they were able to be added to the google home app and I can control them through it.

my third thermostat is the plain Nest Thermostat (not the learning and the the "e"). I can't add it to my google home app. It doesn't get automatically detected when turned on. If I search for a new device to add, it doesn't show up. If I tell the system that I am trying to add a thermostat and go through that process, it doesn't work, it hangs on the 'connecting' screen on the google home app.

These were all added on the same day. The first two went perfectly and the third just will not add. I tried leaving it unconnected and with the batteries out overnight hoping that would reset it but it still doesn't work. 

Also I have to say google made a mistake in naming these things in the way they did AND THEN not following those naming conventions. Looking for help with 'google nest thermostat' gives you google's own help pages that call the learning one by the regular name.

[Jake]

Hey RobSchenck,

I wanted to follow up and see I could be of any help. I found an article with some troubleshooting steps. 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. 

Best regards,
Jake

[Ryan_G]

Hey everyone,

I'd like to jump in here and check if you've seen Jake's response. Let us know if you need more help by replying to this thread.

Thank you for your help, Jake.

Regards,
Ryan 
 

[RobSchenck]

I saw it, didn't  respond because it didn't appear to be relevant. In fact I think it just shows the problem  google is having in not distinguishing between the names of their 3 thermostats.

[Ryan_G]

Hey RobSchenck,

Thanks for the reply and we're sorry for the delay.

Let's give these steps a try:

1. To bring up the Quick View menu, press the ring.
2. Turn the ring to Settings and press to select.
3. Choose Nest app Get Entry Key.
4. Your thermostat should show you a 7-character key to enter in the Nest app.

Also, make sure to download the Nest app on your phone and then log in using the same account you've used from the first thermostat.

Let us know how it goes by replying to this thread.

Regards,

Ryan

[RobSchenck]

I appreciate the help but again it's a Nest Thermostat, not a Nest Learning Thermostat, it does not have a ring. When I touch the side sensor it simply says to connect it to the app and will not go to any other screen.

[Ryan_G]

Hi RobSchenck,

Thanks for the reply.

Could you try doing a complete data reset on your Nest Thermostat?

Let us know how it goes by replying here.

Regards,

Ryan

[RobSchenck]

Thanks for the response. Per that page, you can only reset/restart through the app but like i said it will not connect to the app in the first place

[Jake]

Hey RobSchenck,

You can reset your Nest Thermostat by pulling out the batteries in your display. Please let me know if you are still having trouble adding it to the app after you have reset the device.

Best regards,

Jake

[RobSchenck]

Thanks for the continued help.  Tried that but it made no difference. Google home app doesn't auto detect the thermostat, when I tell it I'm trying to pair a thermostat it just hangs on 'searching".

[Jake]

Hey RobSchenck,

I am truly sorry for the trouble and frustration that you are having with the device. I understand that is not the most ideal situation, and I am more than happy to assist. Since you have exhausted all troubleshooting steps, I would like to escalate this to a higher team.

If you could please fill out this form, our Team would then be in contact with you for additional support. Please let me know if you have any questions from here as well.

Best regards,
Jake

[EdwardT]

Hi RobSchenck,

I'm checking back in. Were you able to fill out the form? Let us know if you have any questions and we'd be glad to assist you.

Thanks,

Edward

[EdwardT]

Hi RobSchenck,

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

[Jake]

Hey RobSchenck,

Thank you so much for filling out the form. Please be on the lookout for an email from our Team with further troubleshooting options. Let me know if you have any trouble seeing that, as I want to ensure you are being helped.

Best regards,

Jake

[Jake]

Hey RobSchenck,

I wanted to check in, and let you know that I will be locking the thread in 24 hours.

Best regards,

Jake

[RobSchenck]

The thread should be left open,  they are trying to replace the unit but remains to be seen if it will work.

[Jake]

Hey there,

I wanted to check in and see if you are still in need of any help. Please let me know, as I would be happy to assist, and answer any questions you may have.

Best regards,
Jake

[Jake]

Hey there,

I wanted to follow up with you, and see if you were able to get the device replaced. Please let me know if you have any questions, as I would be happy to take a closer look.

Best regards,

Jake

[Jake]

Hey there,

I wanted to check in with you, as I will be locking the thread in 24 hours due to inactivity.

Best regards,
Jake

[RobSchenck]

I'm surprised this "exhausted all options". There's no way to troubleshoot or check or do anything about these thermostats?

[EdwardT]

Hi RobSchenck,

Thanks for the response. Please fill out the form using the link that Jake provided so we could create a case for your and investigate further.

Thanks,

Edward