2 Nest Thermostats not working

[Troutfish]

Completely frustrated. I had a nest learning thermostat for 2 months and it decided to stop working correctly 2 days ago in -4 degree temps. Woke up to a 37° house with a frozen basement and frozen pipes. Called an HVAC tech and he said the thermostat is not working correctly and got the system to fire up with a $10 temporary stat he had in his truck. So.... I go to the store and buy ANOTHER nest thermostat, this one is the standard, non learning nest t-stat. I bring it home and I spend over an hour trying to log into the nest app and my email/password is working, even though I reset the password so I know that is correct. To say I'm frustrated with this entire Google Nest package is an understatement. No number to call for help and I'm scouring the internet for help. Why do Google products suck so bad? There is ZERO intuition with any of it. Hell, the Google Fiber tech who installed my internet service had nothing but issues trying to get it to work.

So, where do I go to get help so I can actually log in and use my new thermostat? I'm currently $300 into two thermostat with ZERO resolution.

[Jeremyg]

Hi @Troutfish!

Thanks for reaching out to the community. I am sorry that you cannot log in to the Nest app, but no need to worry; help is here. We appreciate all of your previous troubleshooting efforts. To help me find the best solution, I'll need to ask you a few questions:

• Have you tried logging in in the web browser?
• Does your phone have the latest software version?

In the meantime, let’s try the steps below:

• Make sure that the Nest app is updated to version 5.47.7 or later and that the phone's operating system (OS) is updated.
• iOS should be updated to OS 12 or above.
• Android should be updated to OS 8 or above.
• If you are unable to update your app or OS version, use the web app as a workaround.
• If the issue continues on a web browser, close the browser and try again.
• If reopening the browser doesn't work, use an incognito tab or clear the cache and cookies.

I'll be waiting for your response; any additional details you can provide will be helpful.

Best regards,

Jeremy

[Troutfish]

Ummm... everything is updated. That's not even the problem. I am logged in on the web browser into Nest with the correct email and password. When I try to login to Nest on my mobile app with that same EXACT email and password, I get an error message saying I have entered an incorrect email or password. I am dang near a week into this process with still no resolution. I need somebody that can actually help me. Asking me about operating systems and other nonsense is ridiculous. Where do I go for help because this is not it?

[Troutfish]

And responding 2 days later after my initial inquiry, is quite possibly the worst customer service ever. Where do I get real-time help and not off of a message board from 1998???

[Troutfish]

Actually, you're responded four days later!!! Do you people really think that is customer service? Where do I go for customer service with my nest thermostat problem?

[Jeremyg]

Hi @Troutfish!

Thank you for your reply. I understand your annoyance with the response time; we try to provide you with the best solution in the shortest time possible. We appreciate your patience and understanding, but do not worry. I'm glad to continue helping you! 

For now, we recommend that you take a look at this link: Troubleshoot Nest app sign-in issues.

Let me know how it goes.

Best regards,
Jeremy.