3 month old Nest thermostat cant find any wi-fi networks

[Decmck]

I changed my network provider 2 days ago and tried to connect my Nest thermostat to the new network, the thermostat was working perfectly well the day before but could not find any networks never mind my new one.

I contacted nest support and after running through all the troubleshooting steps to reconnect I was told that there was a hardware issue with the thermostat and it would need to be replaced, however it was out of warranty so I would have to purchase a new one myself. This particular thermostat was a replacement 3 months ago for my original which developed the same issue, I find this unbelievable that 3 month old equipment is not covered by warranty clearly there is an issue with the thermostats and wifi connectivity. Has anyone else had this issue with Nest thermostat and been refused a replacement from google.

[Markjosephp]

Hello Decmck,

Oh no! I'm sorry to hear you're having an issue reconnecting your Nest Thermostat to your new W-Fi network. Let's see what's going on.

I understand that you have possibly completed all the steps. To ensure that everything is covered here, can we have your support ID number so we can check for options?

I'll look forward to your response.

Regards,
Mark

[Decmck]

Support ID number is 5-8296000034427

[Markjosephp]

Hey there,

Thanks for sharing. It appears that you've exhausted all the possible steps with our team. But I would like to give it a shot to make sure everything is covered here. Could you please try these steps and see if a message report appears?

1. On your actual thermostat, go to Settings > Reset > Account Connection > Reset to confirm.
   1. The thermostat will clear the existing account linked.
2. Go back to Settings > Network. (Don't press it yet.)
   1. If a message code appears, tell us — so we can move on to the next step.
   2. If no reports are showing, press and hold the thermostat screen for 10 seconds until it shuts down to refresh.
3. Once ready, check the battery level in the Technical Info settings. 
   1. If it's under 3.7 Volts, pull the display and charge it for an hour.
   2. If the voltage is above 3.7 Volts, go back to the Network settings and see if a message code will appear. If none are available, search for available networks for at least 5 minutes.

Keep me posted on how it goes.

Regards,
Mark

[Decmck]

I tried the above steps and there is no available networks available on the device

[Jenelyn_O]

Hi Decmck,

Thanks for giving those steps a try. What is the battery level of your Nest Thermostat? If it's below 3.7 V, please charge your thermostat using a micro USB cable for at least an hour. Once done, check your thermostat battery level again and ensure that it is above the battery level of 3.7 V before connecting it again to your preferred network.

I appreciate the help, Mark.

Best,

Jenelyn

[Decmck]

The battery voltage is 3.908 Volts

[Jenelyn_O]

Hey Decmck,

Thanks for the follow-up information. Giving these steps a try might help. 

1. Go to your Nest Thermostat Quick View menu.
2. Go to Settings.
3. Look for Reset.
4. Choose All Settings, then reset your thermostat.
5. Follow the setup process and once you're on the Network page, and while the thermostat is trying to look for a network, press and hold the thermostat display until it goes black. 
6. After that, check if your thermostat will give you a list of Networks. 

Let me know how it goes.

Kind regards,

Jenelyn

[EmersonB]

Hi everyone,

@Decmck, I'm dropping by to ensure that everything is covered here. How's it going with your Nest Thermostat? Were you able to perform the steps we're suggesting? We'd be glad to hear from you.

I appreciate the help, Jenelyn and Mark.

Best,

Emerson

[Vladut]

Hello @Decmck ,

Thank you so much for letting me know. Can you please try the following: 

1. Reset the Heat Link by keeping the button on it pressed for 30 seconds until the LED goes slowly pulsing blue.
2. Take the thermostat off the base and give it a restart, off the base by holding the display and the back of the thermostat pressed for 10-12 seconds.
3. While the thermostat is restarting, do not put it back on the base yet, but instead, reset the Heat Link again just like before.
4. After the Heat Link is reset, put the thermostat back on the base when it asks you to do so on the screen.
5. Go to: Equipment > Replace Heat Link and enter the 6 character entry key from the Heat Link, but do not connect just yet.
6. Restart the Heat Link twice (1 restart is a 10 seconds press, until the LED goes off once).
7. Press connect on the display.

Let me know how it goes.

[Decmck]

The thermostat is now showing H71 error code, I have tried several to try to connect it to heat link but without success, I tried to reset pairing also without success.

[TudorL]

Hi there, did you manage to go through the troubleshooting you got from my colleague? 

[LarisaL]

Hi there! I haven't heard from you in a while so I'll be locking this thread. If you have any new issues, updates or just a discussion topic, feel free to start a new thread in the community. Thanks, Larisa.