Best won’t connect to Wi-Fi

[Spacecityhandym]

I submitted a case two weeks ago, and still have not heard from anybody my case number is ID 3-4125000034324. This is ridiculous. This is not the service I expect from google I’ve already followed all troubleshooting guidelines and steps. My unit needs to be replaced. It’s only been installed since January not happy with this purchase at all.

[Markjosephp]

Hello Spacecityhandym,

Thanks for reaching out to the Google Nest Community Forum.

I'm sorry to hear that you're having an issue with your Nest Thermostat because it's not connecting to your Wi-Fi network. I followed up with our team about the claim you've submitted. Please check your email from time to time for the updates and keep me posted once you receive a response from them.

Regards,

Mark

[Spacecityhandym]

I haven’t received anything from them. You would think it wouldn’t take more than two weeks to get a response.

[Markjosephp]

HI there,

I totally understand that you would need urgent help with this. While you're waiting for a response from them, I would love to take this chance to help you out.

Could you please tell me more about what happened to your Nest Thermostat? Are you seeing any message codes in the network settings? Also, please give us a rundown of all the steps you've taken so we can narrow it down.

I'll look forward to your response.

Regards,

Mark

[Spacecityhandym]

I followed all trouble shooting steps from resetting the nest, tried to inter Wi-Fi manually, reset router, did a complete reset of the nest to factory settings and nothing works. It still won’t connect 

[Markjosephp]

Hi there,

I appreciate all the steps you've taken, Spacecityhandym. To confirm, does your thermostat show any message code in the network settings?

Best,

Mark

[Spacecityhandym]

It says w5

[Jenelyn_O]

Hello there,
 

Chiming in — I appreciate you letting us know what happened on your Nest Thermostat and on how you troubleshooted it. W5 help code means that your thermostat can’t connect to Wi-Fi or can't find any network.

I appreciate your help, Mark.
 

Thanks,

Jenelyn

[Spacecityhandym]

Yes, that’s correct I can stand with my phone right next to it and have perfect Wi-Fi. My computer also connects right next to it with perfect Wi-Fi. Nothings changed with the Wi-Fi system. It got to where it was turning itself off. I finally got it to stay on, but it will not reconnect. There’s an issue with the nest thermostat itself not my Internet.

[Markjosephp]

Hello Spacecityhandym,

Gotcha! I'm glad to hear you're still able to control it even without the Wi-Fi network. We'd like to take a look at this for you.

Could you please fill out this form with the needed information? A member of our support team will be in touch over email to help.

Regards,

Mark

[Spacecityhandym]

Absolutely the worst customer service I’ve ever had still have not heard anything from Google nest or anybody else other than this community to try and get this issue resolved.

[Markjosephp]

Hi there,

I'm sorry you have to experience this, and we hope you can have a better time. For your benefit, we'd like to investigate this further and try to make things right.

Have you managed to fill out the form so we can discuss the possible options for you? Please let me know once you're done.

Regards,

Mark

[Dan_A]

Hello there Spacecityhandym,

I wanted to follow up and see if you still need help. Please let me know if you are still having any concerns or questions from here, as I would be happy to take a closer look and assist you further.

Regards,

Dan

[Spacecityhandym]

It’s the same form I filled out to start this thread

[Spacecityhandym]

I still have not heard back from Google themselves about trying to take care of the issue. I’ve seen several different people have the same issues and it comes down to the thermostat is bad. This thermostat is three months old. I should not be having these issues and as far as I’m concerned, googles customer service on their products at least for this one is by far the worst I’ve ever had. 

[Markjosephp]

Hello Spacecityhandym,

It's me again. I've checked the form you filed with us, and one of our internal support teams sent you an email. Could you please check your inbox, spam, or junk folder? He's requesting a callback time so he can reach you back with the next steps.

Keep me posted.

Regards,
Mark

[Markjosephp]

Hi Spacecityhandym,

Thanks for your patience. I see that a callback appointment has been created with our internal team. So please continue the conversation there, as this thread will be locked after 24 hours.

Best regards,

Mark