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Can't connect Nest Thermostat to app to complete setup

howellm70
Community Member

‎09-20-2023 12:24 PM - edited ‎09-20-2023 12:25 PM

Hello, I've had a Nest Gen 3 Learning thermostat at my house that works perfectly and I bought 2 new non-learning Nest Thermostats to replace 2 old thermostats that operate a second furnace with 2 zones in a seperate area of my house.   The problem is I can't compete the setup process in the Google Home App with either of the new thermostats because they won't connect to the app.  Basically, I get all the way through the setup screens and then the app hangs when trying to connect to the thermostats.  Based on information in other articles, I removed the batteries from the thermostats and let them sit overnight, reset my phone, turned bluetooth off/on, tried to set them up under a new home....nothing seems to work.  

 

Can you please help. 

 

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3 REPLIES 3

zoeuvre
Community Specialist
Community Specialist

‎09-23-2023 02:27 PM - edited ‎10-13-2023 10:06 AM

Hi howellm70, 

 

Thanks for reaching out to us, and I'm sorry to hear about the situation. I want to check if you are still in need of any help. If so, please answer the following:

 

  1. Are you from North America or Europe? 
  2. What type of Nest Thermostat do you have? 
  3. When and from where was the device purchased?
  4. How far have you gotten in pairing your device?
  5. What’s the color of the LED status light?
  6. How far is the device from the router?
  7. Can you connect to the internet with other devices?
  8. Are there devices or appliances (such as baby monitors, microwaves, cordless phones, etc.) near the device you want to pair? Those devices could interfere with the Wi-Fi or Bluetooth signal.
  9. What is the exact message and code that appeared on the app as you pair the thermostat to it?

 

I'll look forward to your response.

 

Best,

Zoe 

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dkeach
Community Member
In response to zoeuvre

‎10-13-2023 09:08 AM

1) Yes 2)Gen 3 Nest Learning 3) Purchased 3 years ago from Stibel 4) Thermostats are wifi online, Nest grabs monthly data from them, but they won't pair with the App.  They used to, but don't anymore 5)

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zoeuvre
Community Specialist
Community Specialist
In response to dkeach

‎10-16-2023 11:21 AM

Hi @dkeach,  

 

Oh no! Sorry to hear that you are having the same situation with your Nest thermostat setup on the Google Home app. Kindly follow these steps: 

 

  1. Ensure the device is awake and in ready mode.
  2. Make sure Bluetooth is on. Turn Bluetooth off, then back on to refresh the connection.
  3. Put the mobile device on airplane mode, then turn on Bluetooth and Wi-Fi.
  4. Quit and restart the Google Home app.
  5. Restart the phone or tablet.
  6. Move all devices being used for pairing closer to the router.
  7. Restart the router.

 

Let us know how it goes.

 

Thanks,

Zoe 

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