Can’t connect to internet

[Lorith300]

I have had my nest thermostat for about six months now, and it has been working flawlessly, however I got back home after vacation and it is off-line and not connected to the Internet. I have restarted the nest thermostat and have also reset it completely back to factory settings, none of which worked. I have cycled my router numerous times, and it simply will not connect, I have even tried to manually type in the network information and that doesn’t work either. Please help.

[xxjnjxx]

I'm having the exact same problem and tried all the same remedies to no avail.   I will await their response, I'm going to be very unhappy with a 3 month old brick !  Google Nest Learning Thermostat

[jenthepilot]

I'm having the exact same problem! 

[HVAC]

Do you have direct 24 volt power to nest. 
usually there’s a C slot that has a wire connected to it. If it’s not then the nest is using its internal battery to power up & when it gets low it’s stops some function it has like connecting to WiFi. Need to verify what wires are connected on nest & at equipment control board.  Hope that helps. Good luck. 

[Lorith300]

Thanks from your reply HVAC, yes I do have the C wire connected.  

 

[HVAC]

Wire connections looks ok. Need to verify if C wire is connected to C/common at air handler / furnace & if 24 volt present between R & C. You can try putting the red wire to Rh see if that makes a difference. Good luck. 

[Markjosephp]

Hello everyone,

I wanted to stop by and see how I could help.

I'm sorry to hear you're all having an issue reconnecting your Nest Thermostat to the Wi-Fi network. Let's sort this out.

Please gather your thermostat's power readings in the Technical Info settings. If the battery level drops to 3.7V, pull the thermostat display from its base and charge it for an hour before plugging it back in. Then, check for any message codes in the network settings. If there are none, are there any Wi-Fi networks available? I'll look forward to your response.

Thanks for your help here, @HVAC.

Regards,
Mark

[xxjnjxx]

Hello Mark, I have the learning thermostat.  It was working fine for 2 months.  Now It will not connect to the internet. I've tried all the steps in "Help" I've tried other things I've read here to no avail.

My specific unit keeps coming up with an M5 Error, but now I found another error code of N72 reporting a wire issue.  I had mine professionally installed so I know it's not micky moused.  What do you think and where should I start.

P.S. thank you for starting this post.

[Jenelyn_O]

Hi folks,

@xxjnjxx, thanks for performing some troubleshooting already. It looks like your Nest Learning Thermostat detects the wire mechanically but not electrically. I'd like to help.

Let's give these steps a try:

1. Turn off any available power source.
2. Remove your thermostat display from its base.
3. Remove all the wires.
4. Straighten, strip, and reseat the wires into its appropriate terminal on the base.
5. Place your thermostat display back to its base.
6. Turn the power source back on.

I appreciate the help, @HVAC and Mark.

Best,

Jenelyn

[xxjnjxx]

Thank you Jenelynn,  I'll try that...  However, I dodn't see how everything was working fine for 2 months and all of a sudden there is a shift in the wire..  Seems odd to me..

[xxjnjxx]

Hello Jenelynn, the electrician is here and did what you said...  Everything is perfect as far as the wiring.  He called "support" and they are mailing a replacement..  Now I can only hope the replacement isn't a rebuilt but an actual "new" unit..  Again, thank you for your help.

[Markjosephp]

Hello folks,

I wanted to ensure that everything was covered here.

@xxjnjxx, it's me again. I appreciate your effort in reaching out to our support team, and I'm glad to hear that a replacement has been processed. It looks like we can consider this one complete, so feel free to create a new post for other questions or concerns, unless I can help out with anything else.

@Lorith300 and @jenthepilot, how's it going? Still need our help? Please let us know so we can move forward.

Best regards,
Mark

[Lorith300]

I do still need help. Thermostat is operating properly, with the exception of not connecting to the Internet. That hampers my ability to control it remotely by using the app.

[Markjosephp]

Hi Lorith300,

Got it. Do you see any message codes or reports on your thermostat settings? If so, what's the message? Also, please check its battery level in the Technical Info settings. If it's under 3.7V, try charging its display for an hour before attempting to search for Wi-Fi networks available.

You can also give these steps a try:

1. On the thermostat. Go to Settings > Reset > Account Connection > Reset to confirm.
2. Turn on your mobile phone's personal hotspot.
3. Go to the thermostat's network settings and start searching for networks.

Keep me posted.

Best.
Mark

[Lorith300]

Thank you for the message Mark. I have done those things you suggested previously, and try to get in this morning. I am getting two different error messages.  M15 and W5.

Just to clarify, I have removed the device from my app and have tried to reinstall it and it doesn’t find Wi-Fi (I tried using my phones hotspot as well.).  

Thermostat is functioning, just not connected to Wi-Fi.

[Markjosephp]

Hey there,

Thanks for letting me know. We'd like to take a look into this. Could you please fill out this form with the needed information? A member of our senior support team will be in touch over email to help. Let me know once you're done.

Regards,
Mark

[Markjosephp]

Hi Lorith300,

Thanks for completing the form; we have received it. Soon, a member of our senior support team will contact you via email. So please continue the conversation there for the process, and we'll leave this thread open for a little longer for follow-up questions and concerns.

Regards,

Mark