3rd Gen Thermostat offline

[LandlordRod]

Hi, my thermostat has been working flawlessly until 3 days ago when it went offline overnight. I’ve followed every troubleshoot protocol but it will not detect or connect to my Wi-Fi. I can’t find anything more to try. Can anyone offer advice please?

[zoeuvre]

Hi LandlordRod, 

Oh no! I'm sorry to hear that your thermostat went offline. A few questions: 

1. How many Nest devices are offline?
2. Has the device ever been connected to their Wi-Fi network before?
3. Does it show offline in the Nest or Google Home app or indicated on the Nest device?
4. Are other non-Nest devices in the home offline?
5. Can the device find or detect other networks?
6. Has there been any recent change in the home Wi-Fi network?
7. Is the Wi-Fi router or access point within a reasonable range (1 to 15 meters) of between three to fifty feet from the Nest devices?
8. Did you try using the Help Center or troubleshooter before contacting support? If so, which steps have you tried already?

I'll look forward to your response.

Best,

Zoe 

[LandlordRod]

Hi Zoe thank you for your reply.

The nest thermostat is the only nest device connected to my wifi

when I installed the thermostat 2 months ago i connected it easily to my Wi-Fi and has run seamlessly until it went offline during the night 6 days ago

It shows offline on the app and not connected to network on the thermostat

All other devices connected to wifi are working normally 

The device does not find any other networks at all

There has been no change in the home Wi-Fi network

the router is less than 2m from the device

I have used the help centre troubleshooting advice. i have no other options to peruse. I have resent the thermostat and even reset to factory setting and set up from scratch using the display on the thermostat. 

The thermostat still connects to the heat link and controls the heating. 

Many thanks Rod

[LarisaL]

Hi there. Thanks for the answers. Can you tell me if you see any codes when you access Settings > Network? Or it just says "Your network is hidden or too far away"? Also may i have the battery, VIN and VUSB values from Settings > Tech info > Power?

[LandlordRod]

Hi Settings-network says: ‘your thermostat has a problem and is unable to connect to the WIfi’ nest.com/w5

Battery 3.938v Vin 0.00v VUSB 4.98v Lin 200mA

[AlexD]

Thanks for checking. In that case it would be best next to create a case so we can look further into this. Would it be ok if I reached out over the email associated with your account here? 

[LandlordRod]

Yes please

[TudorL]

Just managed to send you the email my colleagues was talking about. Let me know when you manage to complete it. 

[LarisaL]

Hi there, just checking in! Have you seen the message from my colleague?

[LandlordRod]

Hi Yes I did receive the email on Saturday and I filled in the online form. Should I fill it in again?

[LarisaL]

No, I found it, thanks. Now, could you please try these steps and let us know the result?

1. Make sure that the thermostat is at least 12 feet from the Wi-Fi router

2. Check for wireless interference - The following are examples of devices that may cause interference: Cordless phone, Baby monitors, Microwaves, Bluetooth devices, Wireless video equipment.

3. Check if the router has incompatible network settings. The following settings are incompatible: Enterprise encryption (also known as 802.1x and requires a username and password input; 4. Captive portal networks that require input via a web browser (to agree to Terms and Conditions, etc.); Wi-Fi Protected Setup, or better known as WPS.

4. Check if the thermostat can connect to a mobile hotspot.

5. Make sure you have the recommended network settings, for this you'd need to contact your Internet Service Provider. Here's a link where you can check out the recommended wi-fi settings: https://goo.gle/3YUQJMw

6. Restart the thermostat. Go to Settings and then Reset and then Restart

7. Reset the thermostat's network - Settings and then Reset and then Network

8. Reset the thermostat to default settings - Settings and then Reset and then Reset All Settings

[LandlordRod]

the thermostat is about 1.5m away from the router with clear path and no interference. 

I use SkyQ router and had no problem connecting to it when I first installed the thermostat. 

The thermostat does not pick up any networks at all not even the hotspot on my iPhone. 

I have restarted, then reset the network settings and reset everything to factory setting and set it back up manually on the display and nothing is working. It’s just as if the hardware that connects the thermostat to Wi-Fi is broken.

[LandlordRod]

Hi this matter has been going on for over 2 weeks now and we’re just repeating trouble shooting methods that are not working. Can we move forward and look at replacing the thermostat pls. I’ve been very patient and tried everything suggested. 

[LarisaL]

I just sent you an email. Would it be okay if we continue over the email?

[LandlordRod]

Yes please respond via email

[Vladut]

Hi there, just checking in with you. Did you manage to check the last message?

[LandlordRod]

I have received the replacement thermostat and it is working perfectly. I was expecting some postage information to return the faulty thermostat in the package but there was none. Can you advise me how to return the faulty thermostat please?

[TudorL]

Please check the email with the cartlink. At the bottom of it, there should be some return labels attached. If you don't find them, please let me know, so that I may resend them to you. 

[LandlordRod]

Hi, I’ve looked through the emailed that I’ve received and cannot find a cart link. Please resend it. Many thanks Rod

[TudorL]

I've managed to resend you the email and you should receive in the next 30 minutes. Is there anything else I can do for you?

[AlexD]

Hi, I wanted to check in. Did you receive the email? Keep us posted here.