3rd Gen Next Thermostat Suddenly Fails to Connect to WIFI Network

[uspokelly]

I have 2 3rd Gen Next Thermostats in my home, my upstairs controls both heat and CAC, downstairs is heat only. My downstairs thermostat is Off but still connected to my wireless network and I can see/change options via Nest app. Last night, the upstairs thermostat went offline and cannot be controlled via Nest or Google Home app. I've reset the device, removed the device, reset to factory settings, rebooted my router, rebooted my mesh network, attempted to connect the thermostat to both the mesh network and router directly, everything has failed. I can still control my CAC via the thermostat but cannot connect to the Internet.  I've tried every troubleshooter available.

[Dyarbrough68]

I have the exact same problem and tried all of the troubleshooting recommendations. Submitted a warranty claim to google 2 days ago and haven't heard a thing... I have noticed there is alot of customers experiencing the same problem. This thermostat cost me 299 dollars and hasn't lasted 6 months.

[uspokelly]

Support is claiming it is a charging issue. I've charged it manually but still not working.

[Dyarbrough68]

Mine is reading 3.9 volts, so its not a charging issue for my nest

[Dyarbrough68]

Is there a support phone number or email?

[uspokelly]

I used the chat option for support: https://support.google.com/googlenest/gethelp?sjid=6474257910642949576-NA

[uspokelly]

I think my issue is the battery, it is not charging via USB. Power levels are not changing.

[Markjosephp]

Hello everyone,

I'm sorry to hear that you're all having the same issues with your Nest Thermostat not connecting to the Wi-Fi network. I'd be happy to take a look at this.

When the thermostat's battery level is at 3.7 volts, it indicates that there is a problem with the power. So when the thermostat tries to connect to the Wi-Fi network, it drains its battery. But on the other hand, the thermostat won't connect to the internet due to low power.

Could you all provide us your support ID numbers so I can review the status and see what else we can do? What are the message reports or power reports on your thermostats? Also, please gather the power readouts in the Technical Info settings.

I'll look forward to your response.

Regards,
Mark

[Jenelyn_O]

Hi there,

Chiming in — I just want to check if you managed to see the response above. Please share with us the needed information, as it will help us to move forward. Also, you can check out this support article for additional reference.

I appreciate your help, Mark.

Best,

Jenelyn

[uspokelly]

Google issued a replacement thermostat as it is believed to be a battery issue. So far, the replacement has had no issues connecting to the network.

[Jenelyn_O]

Hey uspokelly,

Thanks for keeping us in the loop. I'm glad that the replacement device is doing just fine. Please let us know if you still have questions or concerns, as we'll be willing to assist you further.

@Dyarbrough68, how's your Nest Thermostat? Does the issue persist? 

Cheers,

Jenelyn

[Markjosephp]

Hello Dyarbrough68,

I'm checking back in — how's it going? Have you tried contacting our support team? Let us know if there's anything else we can help you with.

Thanks,
Mark

[Markjosephp]

Hi there Dyarbrough68,

It has been a few days since your last reply, and we're going to lock the thread within 24 hours. If you have any questions, please feel free to create a new post.

Thanks,

Mark